Director Outreach Paratransit
Description
Job Information
Title – Director Outreach Paratransit
First date of posting: 7/5/2024
Last date of posting: 8/17/2024
Authority: TA / OA
Location: 3300 Northern Blvd, LIC
Department/Unit: Paratransit Outreach
Reports To: Customer Relations Officer
Hours of Work: As Required
Candidates selected for this position on the NYC Transit payroll may be placed in a competitive or non-competitive class position based on their qualifications. Qualified candidates who are placed in a competitive class position are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link https://www1.nyc.gov/site/dcas/employment/55-a-program.page
This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.
Responsibilities
This position is responsible for the federally mandated enterprise-wide outreach and customer
engagement activities for Paratransit. Participates in events sponsored by NYC elected officials and
organizations assisting and advocating on behalf of those with disabilities throughout the five boroughs
of NYC. Attends ~150+ events per year. Documents and resolves customer issues regarding Access- A-
Ride (AAR) service. Lifecycle management and development of new approaches and materials to
communicate effectively and efficiently with customers. Works with NYCT Government and Community
Relations concerning Paratransit issues raised by public officials and NYC Community Boards. Updates
MTA web site, social media and publications/newsletter about AAR policies and procedures. Manages
activities associated with the Paratransit Advisory Committee (PAC) to address any issues raised by
members. Represents paratransit at the Transportation Disabled Committee, NYCT ACTA and legislative
appointed committees. Maintains NYCT's ADA compliance for the Travel Training program. Manages the
Travel Training contract to ensure compliance with its stated scope of work and makes modifications to
contract as needed. Administers programs to safely educate eligible Access-A-Ride customers on the use
of accessible fixed route and/or rail services. Conduct customer and driver sensitivity training requested.
Responsible for the Paratransit NYS Customer Satisfactory Survey. Selects topics and questions to be
addressed in the survey and focus group meetings. Directs NYCT staff who personally present program
information to the public on outreach events. Oversee the training and functions of the Cassie software
program. Provides Training and Education to customers on the use of OMNY for payment of fare on
Paratransit services. Provides on-boarding and training for new Paratransit Customers, prepares and
updates new customer on-boarding video. Understands Voice of the Customer research and related
feedback loops, pain points and prioritization and contributes frontline feedback to those
processes. Maintains a holistic understanding of the end-to-end experience of our customers across all
lines of business and participates in activities that influences the strategies to enable those experiences.
Manages day-to-day operations of a team of outreach specialists to ensure customer needs are met.
Compensation
$100,700-$142,929 (Grade C 766 pts)
Education & Experience
$100,700-$142,929 (Grade C 766 pts)
Education & Experience
A Baccalaureate degree from an accredited college or university in Transportation Management, Public Relations, Journalism, or Business Administration, Public Administration and five (5) years of full-time related experience, at least three (3) years of which must have been in a managerial/supervisory/administrative capacity.
Desired Skills
- Excellent Customer Service experience
- Knowledge of FTA (Federal Transit Administration) and ADA (American with Disabilities Act) provisions
- Knowledge of Microsoft Applications
- Excellent verbal, written, and interpersonal communication skills.
Other Information
Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).
Equal Employment Opportunity
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.