Eligibility & Certification Operations Manager

Washington D.C.
Aug 13, 2018
Aug 24, 2018
Full Time
Job Description

Departmental Marketing Statement

In this highly visible role, you will use your management and technical skills to lead our Reduced Fare Program and Travel Training & Outreach Team to serve our customers with disabilities.  This position provides the opportunity for regular customer engagement and to solve complex and technical customer and employee issues.  The ideal candidate has experience in transportation, training or education and a strong customer-focused background.  This position allows the incumbent to work independently and manage daily operations, including shift coverage, as needed.  Experience working with customers with disabilities and understanding of the Americans with Disabilities Act is strongly preferred


Minimum Qualifications:

Graduation from and accredited college or university with a Bachelor’s degree in Business Management, Public  Administration, Transportation, Recreational Therapy, Occupational Therapy or related field.  A minimum of seven (7) years of experience in a transit organization, customer service or patient care environment. A minimum of two (2) years of management or supervisory experience.  Master’s degree in related disciplines, preferred.

Experience in lieu of education will be considered if candidate can effectively demonstrate progressively responsible management or supervisory experience in a transit organization, customer service or patient care environment.

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 with or without reasonable accommodations.

Job Summary/Duties:

This position is responsible for assisting the Director in the management and operations of the Office of Eligibility Certification in the Transit Accessibility Center.  The incumbent will also function as an orientation/intake specialist assessing eligibility for MetroAccess service and the Reduced Fare Program.   The incumbent functions as Contract Officer’s Technical Representative (COTR) for the ELIG assessment contract and works closely with other ACCS Operations managers to ensure implementation of ACCS business plan.  The incumbent has extensive latitude and independent judgment and action within the guidelines provided by the Director, ADA and within such guidelines exercises a high level of authority and accountability relative to ELIG affairs.  In the absence of the Director, ELIG, this position assumes the Acting Director, ELIG role.

Oversees and coordinates contract therapists who conduct functional assessments for customers applying for MetroAccess Services.

Assists Director in maintaining current information on contract personnel, manpower allocation, turnover, and recruitment in the Transit Accessibility Center.

Manages, directs, trains and evaluates all subordinate personnel within the Office of Eligibility Certification.  

Ensures a safe working environment for staff and customers.

Functions as Emergency Evacuation Coordinator for the Office of Eligibility ensuring safe and expeditious evacuation of the staff and customers from the Transit Accessibility Center during a building evacuation.

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

Supports the Department of Access Services (ACCS) Business Plan and how it relates to the execution of the Authority Strategic plan.

Ensures that eligibility determinations for MetroAccess are processed accurately and timely (21 days or less), in accordance with all source directives.  This includes the American with Disabilities Act, and WMATA, ACCS, and ELIG policies and procedures.

Ensures that all customers who meet the guidelines of the ADA are determined eligible for MetroAccess service or the Reduced Fare program for people with disabilities.

Ensures that customers who are eligible for MetroAccess service are placed in the appropriate eligibility category based on their disability, travel needs and ability to ride the accessible bus and rail system.

Works with leadership and colleagues both within the ELIG office and the ACCS department to foster and enhance processes to achieve greater efficiency and cost effectiveness.

Provides excellent customer service, both to internal and external customers, on a consistent basis and works closely with the Office of ADA Program's travel trainers to provide referrals for customers who have shown interest, real or potential in travel training.

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 the 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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