DIRECTOR OF MOBILITY SERVICES

Our vision is to be recognized as a world-class leader for providing and coordinating a full array of mobility and community services. LYNX mission is to link our community by providing quality mobility options with innovation, integrity and teamwork.

Description: 

Directs, manages, and implements operational strategies and objectives to ensure the achievement of the organization’s goals for mobility services, customer service, and customer advocacy programs which may include paratransit eligibility program, service contracts, and customer complaint programs. Provides oversight and policy direction on compliance with the Americans with Disabilities Act and other applicable state and federal laws. This position is responsible to improve business and community support for the agency. Develops and distributes information that explains how to utilize the available resources in meeting the diverse travel needs of the Central Florida community.

This position is considered safety-sensitive and subject to the provisions of the Substance Abuse Program Policy for Safety Sensitive Positions.

Essential Functions:

• Oversees the Mobility Services division.
• Establishes contract management strategy for paratransit and NeighborLink services; provides contract management expertise in implementation, execution, and administration.
• Develops, manages, coordinates and monitors policy as it relates to complaint management; establishes or recommends policies for enhancing complaint management and customer service; oversees the complaint resolution process; enhances the quality of customer service response by advocating to leadership programs that will improve customer satisfaction in complaint resolution; recommends or creates policy to resolve issues.
• Oversees a large, combined call center, scheduling, and dispatch operation, as well as paratransit and Flex service delivery, including customer service functions and lost and found operations.
• Oversees and directs policies on compliance with ADA and other applicable state and federal laws by monitoring plans, programs, and services; developing policies or recommendations for bus, paratransit, facilities, and equipment; providing direction and technical support in vehicle procurement and facility designs to ensure accessibility; preparing and updating ADA program documents; acting as a liaison to government entities in program/facility audits/reviews; providing direction and technical support to management; developing corrective actions and implementation plans to resolve any audit/review/findings/recommendations; monitoring regulations and legislation in program areas; and developing responses to proposed rulemakings in program areas or recommend policy changes to comply with new regulations.
• Promotes, enhances, and facilitates access to transportation services, including integration and coordinating services for individuals with disabilities, older adults, and low-income individuals, including developing new ways to remove barriers for transportation to and from jobs and employment support services for individuals with disabilities.
• Monitors contracted carrier for compliance and to identify service trends or needs; cooperates with area transportation service providers to ensure optimal transportation opportunities; develops and administers new programs to support coordinated transportation; identifies short and long term planning needs and develops programs to implement transit planning efforts; and institutes and maintains a performance monitoring system sufficient to provide the statistics necessary to make quarterly assessments of all services provided.
• Administers department by planning and budgeting; ensures completion and timely submittal of all local, state, and federal grant applications and reports; sets goals and standards for the department; oversees and delegates work to department staff; establishes, reviews, and modifies department policy; resolves employee issues and grievances; provides direct and indirect supervision to department personnel; and resolves employee issues and grievances.
• Makes public, advisory, community, and Board of Director presentations on various matters, including the benefits of mobility management for the community and building supportive community networks.
• Regular and reliable attendance and punctuality is required as an essential function of the position.
• Performs other duties as may be required or assigned.

Knowledge, Skills, and Abilities (KSAs):

• Knowledge of the functions and responsibilities of a regional transit authority and its services.
• Knowledge of Federal Transit Administration policies, procedures, and practices.
• Knowledge of federal, state, and local rules and regulations on accessibility.
• Knowledge of laws, regulations, compliance, and reporting requirements of the Americans with Disabilities Act (ADA) and Section 504 of the Rehabilitation Act of 1973.
• Knowledge of principles, procedures, and strategies of outstanding customer service.
• Knowledge of leadership, team building, motivation, and conflict resolution.
• Ability to plan and direct the work of managerial and professional staff.
• Ability to grasp, promote, and implement LYNXs vision and mission.
• Ability to exhibit a professional, courteous demeanor.
• Ability to work in a diverse environment.
• Excellent communication and interpersonal skills, including the ability to establish and maintain positive working relationships with those encountered in the course of work using principles of excellent customer service.

Required Qualifications:

• Bachelor’s degree from a regionally or nationally accredited institution in transportation, business administration, public administration or a related field plus ten years of experience in a managerial capacity, of which five years must have been in paratransit operations, or a combination of related experience, education, and training.

Desired Qualifications:

• Master’s degree from a regionally or nationally accredited institution in transportation, business administration, public administration or a related field.
• Ten years of experience or more in paratransit operations.

Physical Requirements:

• Close visual acuity to perform an activity such as: viewing a computer terminal and extensive reading.
• Visual acuity to operate a motor vehicle.
• Ability to sit and stand for extended periods of time.
• Ability to bend, stoop, reach, push/pull.
• Ability to verbally express or exchange ideas by means of spoken word.

Work Environment and Special Considerations:

• Works in an office environment.
• Will attend meetings during evenings and weekends as necessary.
• May need to travel locally and out of state.
• LYNX provides the community with much needed public transportation, and it is important for the Agency to resume its services as quickly and as safely as possible in the event of any natural, technological, or human-caused emergency or disaster. This position is considered a mission critical member of LYNX’s emergency preparation and response efforts during an emergency or disaster and as such, may be asked to work during these emergencies or disasters.

Cell Phone Use:

• The agency anticipates that the position’s incumbent must be available throughout the workday and, on some occasions, after regular work hours. Therefore, as a condition of employment, the incumbent will be issued a cell phone and must adhere to the agency Cell Phone Use Policy.

LYNX fully commits itself to providing equal opportunity to all persons without regard to race, color, national origin, sex, age, religion, or disability.