Operations Supervisor, On Demand Services

Under the supervision of the Operations Manager(s), Bus Operations, the Operations Supervisor of On-Demand Services, will be responsible for management and oversite of all service options provided to persons who because of age or disability cannot utilize NCTD’s fixed-route and rail modes of transportation. The Operations Supervisor of On-Demand Services shall have direct oversite of staff responsible for the Paratransit, FLEX, Supplemental Taxi, Same Day Taxi, and Micro-Transit Mobility service programs.

This position shall participate in any County appointed committees, Social Service boards, Senior/Disabled events, the San Diego County Consolidated Transportation Service Agency (CTSA) and the San Diego Association of Governments (SANDAG). Manage the integration and compliance of all contracted operation data into the TRAPEZE Scheduling Software and its nine independent specialty software modules. The Operations Supervisor provides direction to the Mobility/Paratransit staff and contracted vendors and assists in the preparation of Federal/ State reports concerning service and compliance with relevant laws and regulations.

The primary focus of this position is the effective and efficient management of NCTD’s On-Demand Service options. Distinguishing CharacteristicsThis position will manage all On-Demand service activities to include the ADA Paratransit Program, FLEX Fixed-route service, Microtransit, Supplemental Taxi service, Trapeze scheduling software, Health and Human Services (HHS) Medi-Cal transportation reporting, Americans with Disabilities (ADA) planning, and Fixed-Route accessibility. The Operations Supervisor shall participate in policy development and revisions and is responsible for policy implementation and compliance. The Operations Supervisor approves and signs off on all yearly DBE documentation for each contract provider.

The Manager facilitates the yearly HHS Medi-Cal transportation billing audits provided by the County of San Diego. The Operations Supervisor manages all related budgets and contracts, and prioritizes projects, work plans, and deadlines. The position analyzes and evaluates the current program and implements corrective actions when needed. The Operations Supervisor provides direction to the On-Demand Services team and contracted vendors and assists in the preparation of Federal/ State reports concerning service and compliance with relevant laws and regulations. The Operations Supervisor provides strategies and recommendations for improved safety, reliability, cleanliness, and customer interactions.

The Operations Supervisor partners with Safety, Service Management, Engineering, Fleet Management, Transit Police, and Customer Service, among others in order to provide high-caliber transportation services. This position requires experience with ADA paratransit scheduling systems, operations, and the ability to work independently with limited supervision, to have knowledge of and be able to interpret changing laws and regulations, understanding how they influence successful, manageable programs, and to oversee those programs and identify the difficulties and nuances of this area of service delivery.

Supervision Received and ExercisedThis position reports to and receives general supervision from the Operations Manager(s)of Bus Operations. This position will oversee the work of all service and contract providers, consultants and make recommendations on projects throughout the district to ensure accessibility. Further, this position is expected to participate in the sharing of expert knowledge and as a vital member of various project teams that may be instituted. Working ConditionsNormal working conditions for this position are in both an office and field setting.

Business travel may be required periodically between District sites, governmental agencies, consultants’ facilities, and other locations as required.