METRO System Eligibility/Orientation Specialist

Washington D.C.
Apr 13, 2017
May 02, 2017
Full Time
Job Description
Job Title: METRO System Eligibility/Orientation Specialist
Job ID: 170168 Location: DC -Jackson Graham Bldg-8th Fl
Posting Open-Close 04/12/2017
- 04/28/2017
Full/Part Time: Full-Time
Union 002
Regular/Temporary: Regular Job Description

Posting Details:

All WMATA posted job openings are available through 11:59 pm the night before the noted Close Date. To ensure successful submission of application applicants are encouraged to apply well before this cut-off.  The noted Close Date is the date on which the posting is automatically removed from the website as of 12:00am at which time submission of an application is no longer possible. (WMATA reserves the right to remove postings at any time without notice as business needs demand.)

Minimum Qualifications:

Graduation from an accredited college or university with a Bachelor's Degree in Special Education, Rehabilitation Counseling, Human  Services, Social Work, Psychology, Orientation and Mobility, Recreation Therapy, Occupational Therapy, Physical Therapy, or a related  field. Minimum of four (4) years of progressively responsible experience in travel training or orientation and mobility training, preferably in the transportation industry and/or a minimum of three (3) years working in assessing and/or determining benefit eligibility for people with disabilities or senior citizens.

Or, combination of post high school education and a minimum of eight (8) years of progressively responsible experience in travel training or orientation and mobility training, preferably in the transportation industry and/or a minimum of six (6) years working in assessing and/or determining benefit eligibility for people with disabilities or senior citizens.

Current CPR (BLS), AED and first aid training preferred, but not required.

Must successfully pass an extensive criminal background check.

Medical Group:

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

Job Summary/Duties:

This position involves extremely high-level customer service management, public relations, and community outreach work.  The incumbent is responsible for determining eligibility for MetroAccess door-to-door paratransit service, as well as eligibility for the Reduced Fare Program (RFP) for people with disabilities.  Incumbent performs duties as a Metro Systems Orientation Specialist (Travel Trainer) to teach people with disabilities and senior citizens how to travel safely and independently on the accessible fixed-route Metrobus and/or Metrorail systems. Additionally, the incumbent conducts individual and group orientation and community outreach activities. Incumbent establishes and maintains liaison partnerships with external organizations and consumers. This position has extensive latitude for independent judgment and actions.

Ensures compliance with all processes, procedures and directives pertaining to paratransit and fixed-route systems that affect paratransit customers.

Reports any safety issue or concern immediately, whether in the office or in the field.

Supports and executes the Department of Access Services (ACCS) business plan as it relates to the execution of the Authority Strategic plan.

Ensures that all eligibility determinations for MetroAccess are processed accurately and within 21 days or less from receipt of completed application, in accordance with the American with Disabilities Act (ADA) (49 CFR); and with WMATA, ACCS, and ELIG policies and procedures.

Ensures applicants who meet the guidelines of the ADA are determined eligible for the appropriate level of paratransit service.                                                                                                                                                                            

Determines eligibility for the Reduced Fare Program for People with Disabilities, ensuring applicants meeting program guidelines are found eligible.

Works with leadership and colleagues to refine processes and procedures to achieve greater efficiency and cost effectiveness.

Provides excellent customer service to internal and external customers at all times.

Works closely with colleagues, customers and community to market and promote Metro’s travel training program.

Processes applications expeditiously from customers interested in travel training.

Conducts an assessment of the travel skills and goals of people with disabilities and senior citizens through interviews and observations.

Plans and implements individualized and group travel instruction based upon an assessment according to the customer’s travel needs and requests.

During travel training, instruct customers on:

  • Trip planning skills and strategies;

  • Self-advocacy, safety and orientation skills;

  • How to independently use and navigate the accessible fixed-route system;

  • How to handle unusual occurrences and how to adapt to unexpected situations when traveling on public transportation;

  • Evaluates the individual’s ability to travel safely and independently at the conclusion of the Metro system orientation;

After travel training, contacts customers to determine outcomes and ensure success.

Maintains the Metro system orientation database, and prepares written summary reports and effective documentation and metrics of travel training efforts.

Ensures implementation of Train-the-Trainer Workshops for travel trainers and orientation and mobility specialists throughout the Washington, D.C. metropolitan region.

Oversees the implementation of the Metro certification program for travel trainers and orientation and mobility specialists.

Establishes and maintains collaborative relationships with disability and senior citizen service providers, school systems and social service agencies throughout the Washington, D.C. Metropolitan region.

Plans community outreach initiatives that support Authority objectives and management priorities related to services and programs for people with disabilities and senior citizens.

Develops programs and resources that enhance customer service and provides information for people with disabilities and senior citizens about accessible transportation options within the Washington, D.C. metropolitan region.

Conducts community outreach through meetings, briefings, forums, displays, presentations and special events with disability and senior citizens service and advocacy organizations, school systems, and social service agencies throughout the region to focus attention on Authority programs and services as they relate to customers with disabilities and senior citizens.

The above duties and responsibilities are not intended to limit specific duties and responsibilities of any particular position.  It is not intended to limit in any way the right of 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:

  • Personal Interview
  • Skills Assessments
  • Verification of education and experience
  • Criminal Background Check
  • Credit history report for positions with fiduciary responsibilities
  • Successful completion of a medical examination including a drug and alcohol screening
  • Review of a current Motor Vehicle Report


Washington Metropolitan Area Transit Authority, a Federal contractor, is an Equal Opportunity / Affirmative Action employer.  All qualified applicants receive consideration for employment without regard to race, color, creed, religion, national origin, sex, gender, gender identity, age, sexual orientation, genetic information, physical or mental disability, or status as a protected veteran, or any other status protected by applicable federal law, except where a bona fide occupational qualification exists.  Our hiring process is designed to be accessible and free from discrimination.

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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