Date Posted: 3/13/2023
Deadline: 3/30/2023
Job Number: 033-23-N


Under the guidance of the Special Services and Systems Manager, the Superintendent, Special Services provides day-to-day support of paratransit services. Typical duties include: receive, track and review applications for paratransit services to determine eligibility under the guidelines of the Americans with Disabilities Act (ADA), respond to paratransit program questions and requests for information; respond to complaints and concerns; develop and implement travel training; and develop and implement new rider orientation to be delivered in various formats. Considerable independence of judgment and actions are inherent at this level, and authority is delegated commensurate with this high degree of responsibility.


The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such duties are a logical assignment to the position. • Review and evaluate ADA Paratransit applications to determine eligibility. Maintains related records and corresponds with applicants as required. Prepare periodic statistical reports and accompanying narrative on eligibility trends. • Develop and manage the PAL mobility training program. Assess needs and identifies individual travel options. • Develop and implement new rider orientation, to be delivered in multiple formats. • Assist the Manager to oversee duties of Special Services Customer Service staff to maximize efficiency and improve customer service. • Troubleshoot issues and concerns with paratransit customer service. • Ensures appropriate investigation and response to issues and problems, documents resolutions. • Address customer service complaints and respond to service inquiries and customer concerns. Communicate PAL policies and procedures with customers and agencies. • Monitor and track call center statistics. • Monitor Pass-IVR call and text notifications. • Develops promotional efforts and public information brochures, newsletters, etc. related to Metro’s ADA services and programs for disabled customers. • Provides technical assistance, structured training, and educational materials on ADA paratransit to staff, other agencies, and the public. • May participate in special projects pertaining to PAL. Participates in, attends, and prepares for various PAL outreach events, including but not limited to the AAC. • Establishes partnerships with local human services providers to explore additional service options. Develops, teaches, and conducts community outreach workshops and presentations to customers and professional organizations. • Support Manager by developing program documents, policies, and procedures to ensure compliance with the ADA. Perform general administrative duties as required by the Manager. • Perform other duties as required.


Knowledge of federal, state, and local laws, rules, regulations, ordinances, and guidelines governing ADA. Knowledge of interviewing techniques related to functional assessments. Ability to work effectively with all levels of management as an advisor and instructor. Ability to develop and present effective, informative educational material to various groups. Ability to communicate effectively both verbally and in writing. Ability to develop, organize and maintain records, reports, regulations, and documents, conduct research, and interpret complex material. Ability to analyze and recommend solutions to complex operational and personnel problems and issues. Ability to make sound decisions, establish and maintain procedures for effective daily operation. Ability to establish and maintain effective working relationships with subordinates, employees, outside agencies, vendors, and the public. Ability to interpret and enforce Authority rules, policies, and memoranda of understanding.


Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds).


Work is performed in usual office conditions with rare exposure to disagreeable environmental factors.


A Bachelor’s Degree in Human Services or related field and four years of progressively responsible relevant experience, or an equivalent combination of education, training and experience.


TO APPLY: Send NFTA employment application, resume and cover letter specifying the job number 033-23-N to: NFTA Human Resources 181 Ellicott Street Buffalo, NY 14203 Or email to:


The Niagara Frontier Transportation Authority is an Equal Opportunity Employer

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