Washington D.C
Aug 03, 2022
Aug 15, 2022
Program Manager
Full Time
Minimum Qualifications

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

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

  • N/A

  • 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


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.

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