Mobility Management Specialist

Job Summary

Performs a variety of customer service and office duties that include answering multi-lined phones; scheduling the transportation of passengers of varying physical and mental capacities; assisting passengers at the customer service desk; reviewing transportation provider schedules; preparing monthly financial billing; use of Microsoft Office applications: collecting data and creating monthly statistical charts, reports, spreadsheets; maintains files and records; use of database applications; composes and distributes a variety of correspondence, memos, and forms; keeps department website current. Serves as backup for other specialists as required by the needs of service. Accuracy and correct data entry are critical aspects of this position.

Job Description

ESSENTIAL DUTIES

• Provides quality customer service to people in need of transportation services; answers questions, provides information about a wide variety of service options, and works with a range of transportation providers to accommodate citizen needs.  
• Attends all training and unit meetings of the transportation program and/or performs special projects as assigned. 
• Represents the department on committees or at public events, forums, and showcases, sharing information about Mobility Management services and the opportunities for its use; makes presentations to groups to impart information based on specific rider needs. 
• Proofreads public correspondence for clarity, completeness and accuracy.
• Receives ride requests by multiple phone line system, in writing, and email. 
• Staffs customer service window to sell regional fare media using iNovah and Heartland applications. Assists customers on any questions about regional transit services.  
• Enters ride requests into the transportation scheduling software program/system, double checking for accuracy.
• Utilizes MN ITS, a web-based billing and eligibility verification software provided by the state, to verify the eligibility for Medical Assistance Transportation recipients. Maintains a current knowledge of the rules and requirements for providing transportation and reimbursements.
• Enters data into county accounting software and multiple Microsoft programs to create and complete timely and accurate reports as required and prepares monies for deposit.
• Creates statistical reports, charts, and spreadsheets for program review, use with projects and reporting, and to submit cost estimates and proposals. 
• Provides answers to questions from those inquiring about trip reimbursement and/or any related activities; prepares monthly billing record for review by Mobility Management Supervisor. 
• Daily Cash receipting and cash drawer balancing from fare media. 
• Generates and compiles a variety of complex monthly, quarterly, and annual financial reports. 
• Processes a variety of moderately difficult accounts payable transactions. 
• Reconciles daily payments from various payers to ensure receipting accuracy. 
• Bills other payers for reimbursement of ride services and receipt those payments/revenue into various computer systems. 
• Requires contact with managers, supervisors, and staff inside and outside the agency to resolve billing problems. 
• Works hours and/or shifts assigned and begins and ends work on time.
• Performs other related duties as required or assigned.

MINIMUM QUALIFICATIONS

Requires equivalency of high school graduation and two years of customer service or public transit operations experience in an complex environment of multiple priorities, program areas and changing needs. Strong preference given for experience in a transportation-oriented operation. A reliable form of transportation for the performance of work responsibilities is required.

SUPERVISORY CONTROLS

The employee is under general supervision of the Mobility Management Supervisor. The employee works on his/her own initiative, but situations may require conferring with the supervisor. Work is reviewed regularly for accuracy, effectiveness of service, safety considerations, and economy in operations.

CORE COMPETENCIES AND ABILITIES

• Customer Service - Delivers government services in a respectful, responsive, and solution-oriented manner.
• Communication - Is always clear about what we're doing and why we're doing it.
• Collaboration - Works with partners – communities, schools, faith groups, private business, and non-profit agencies – to see that services are not duplicated but rather are complimentary, aligned, and provided by the partners who can deliver the service most effectively.
• Stewardship - Works proactively to make investments, guided by resident input, which will transform lives, communities, and government.
• Empowerment - Works with individuals and families to affirm strengths, develop skills, restore hope, and promote self-reliance.
• Resiliency - Fosters public preparedness and responds when families and communities face health and safety emergencies.
• Innovation - Takes informed risks to deliver services more effectively and learns from successes and failures.
• Knowledge of the geography and roadway systems of the county, communities, surrounding counties and the metro area.
• Knowledge of the Transportation and Transit operating systems in the region.
• Knowledge of State NEMT rules, regulations, and requirements for transportation/reimbursement.
• Ability to maintain a professional demeanor when multi-tasking in an environment of changing priorities.
• Ability to problem-solve in an atmosphere of changing priorities and needs.
• Ability to manage periods of high stress due to work volume.
• Ability to effectively plan and schedule ride requests and routes.
• Ability to communicate with both individuals and groups to effectively share information with others.
• Ability to build rapport through active listening and maintain professionalism and decorum in tense situations when dealing with difficult people.
• Ability to work with computers such as Microsoft Operating Systems and office applications and ; ability to establish and maintain accurate and systematic records.
• Ability to establish and maintain an effective working relationship with staff and clients.
• Ability to prepare reports and to  process detailed information accurately and rapidly.
• Ability to use appropriate discretion in dealing with matters of a confidential nature.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Typical characteristics of the regular, ongoing work environment of this position requires inside work, typically in an office setting. Some field work may be required. The position is multi-task oriented and includes periods of stress when balancing the needs/demands of multiple clients.

Physical activities include sedentary to light work: Reaching, sitting, standing, walking, pushing, lifting, pulling, fingering, grasping, feeling, talking, hearing, seeing, and repetitive motions. Lifts and/or navigates up to 35 pounds on a routine basis in handling files and equipment necessary for performing the essential duties of the job.

SELECTION PROCESS

Selection for this position will be based on a minimum qualifications screening and rating of training and experience. Top candidates will be forwarded to hiring manager or supervisor for consideration for interview and/or additional assessments. Final selection will include a background check and approval by the County Board.