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REDUCED FARE PROGRAM COORD

Employer
Washington Metropolitan Area Transit Authority
Location
Washington D.C
Closing date
Aug 15, 2022

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Industry
Delivery and Transportation
Function
Program Manager
Hours
Full Time
Career Level
Experienced (Non-Manager)
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Job Details

Minimum Qualifications

Education
  • High School Diploma or General Equivalency diploma (GED).

Experience
  • A minimum of three (3) years' customer service and/or administrative experience to include work with the disabled community

Certification/Licensure
  • N/A

Preferred
  • Education
    • Associate's degree in a disability-related field
  • Experience
    • Three (3) years' experience making eligibility decisions

Medical Group

Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations.

Job Summary

The Reduced Fare Program Coordinator is responsible for determining eligibility for the Reduced Fare Program for People with Disabilities (RFP). The incumbent works directly with customers, and maintains liaison partnerships with internal and external organizations, disability advocacy groups, and internal and contract travel training teams.

Essential Functions
  • Reviews customer applications for the RFP in accordance with established guidelines to ensure that all required information and signatures are complete and original.
  • Determines the eligibility of customers who are applying for the RFP, and ensures that only applicants who meet the program guidelines are found eligible for the program.
  • Handles complaints, settles disputes, and resolves grievances and conflicts, or initiates negotiations with others. Refers unresolved customer grievances to designated department for further investigation.
  • Enters all required customer demographic data and notes into the Trapeze/CERT system if applicant is determined eligible for the RFP. Explains the RFP, benefits, and appeal rights to customers, and provides customers with appropriate appeals forms if applicant is determined to be ineligible
  • Identifies the needs of customers, and provides coaching, mentoring, or otherwise help to improve knowledge and/or proficiency of fixed route services.
  • Handles and protects customer personal identifying information in accordance with Systems of Records Notices and Privacy policies.
  • Produces and issues to customers the appropriate RFP/SmarTrip® card. Assists customers with registration of ID card, if applicant is determined eligible for the RFP. Processes requests for replacement Reduced Fare or MetroAccess ID cards for customers who need a replacement ID due to loss, damage, or theft.

Other Functions
  • Checks to ensure that appropriate changes are made to resolve customers' problems. Confers with customers by telephone or in person to provide information about services, and respond to complaints and problems.
  • Communicates with people outside of WMATA, such as customers, the public, government, and other external sources. Provides customers with information on alternative and jurisdictional transportation options.
  • Ensures accuracy of all outreach and customer-facing information regarding the RFP. Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Functions as liaison with external travel training contractors to provide supply of applications, current MetroBus and MetroRail customer guides, and processes applications for RFP eligibility received by travel trainers.
  • Maintains familiarity with other duties within the Office of Eligibility Certification and Outreach (ELIG) for general staff and customer assistance.
  • Maintains financial or account records. Provides statistical data on program as required and requested by the ELIG and ACCS leadership.
  • Updates and files completed applications, and archives older applications in accordance with approved records management policies.
  • Ensures teams have current program information. Works closely with and provides support to internal and external travel training teams and the MetroAccess eligibility team in execution of the RFP.
  • Performs reception duties periodically, when required.

The essential duties listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

Evaluation Criteria

Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:
  • Skills and/or behavioral assessment
  • Personal interview
  • Verification of education and experience (including certifications and licenses)
  • Criminal Background Check (a criminal conviction is not an automatic bar to employment)
  • Medical examination including a drug and alcohol screening (for safety sensitive positions)
  • Review of a current motor vehicle report

Closing

WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.

Company

The Washington Metropolitan Area Transit Authority operates the second largest rail transit system and the fifth largest bus network in the United States. Safe, clean and reliable, "America's Transit System" transports more than a third of the federal government to work and millions of tourists to the landmarks in the Nation's Capital.

Metro has earned a worldwide reputation for security and architectural beauty. WMATA is clearly the employer of choice for over 10,000 area residents. The Authority was created in 1967 by an interstate compact to plan, develop, build, finance and operate a balanced regional transportation system in the National Capital area. Construction of the Metrorail system began in 1969. Four area bus systems were acquired in 1973. The first phase of Metrorail began operation in 1976. The final leg of the original 103-mile rail network was completed in early 2001. Metrorail now operates 83 stations. One line extension and three new stations are now under construction.

Metrorail and Metrobus serve a population of 3.4 million within a 1,500-square-mile area. The transit zone consists of the District of Columbia, the suburban Maryland counties of Montgomery and Prince George's and the Northern Virginia counties of Arlington, Fairfax and Loudoun and the cities of Alexandria, Fairfax and Falls Church. Overall, about 40 percent of the region's residents commute to work on Metro.

Metro and the federal government are partners in transportation. Half of the 83 Metrorail stations serve federal facilities and 36 percent of the local federal workforce uses Metro. We are committed to being an integral part of the Washington metropolitan area by ensuring the best in safe, reliable, cost-effective and responsive transit services, by promoting regional mobility and by contributing toward the social, economic and environmental well-being of our community. Employees are Metro.; We are committed to providing a working environment that fosters a high standard of performance, recognition for contributions and innovations, mutual respect and a healthy quality of life.

We are committed to developing ourselves through technology, training and education. We recognize our diversity as a source of strength that enables us to attain individual and Authority goals. In addition to competitive salaries, Metro employees enjoy a number of attractive benefits. These benefits include paid time off in the form of vacations, holidays and sick leave; medical, dental, life insurances as well as long term disability. Retirement is planned for through a defined contribution plan and a deferred compensation plan. Alternative work schedules, teleworking and free transportation on Metrorail and Metrobus make for an great benefits package for WMATA employees.Jump to our website to apply online for current openings and save the link for future vacancies as they occur.http://content.wmata.com/jobs/employment_opportunities.cfm

 

 

Company info
Website
Location
600 Fifth St. NW
 Washington
DC
20001
US
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