Administrative Specialist - OC ACCESS

Since its formation in 1991, the Orange County Transportation Authority (OCTA) has kept residents and commuters moving throughout the 34 cities and unincorporated areas of Orange County. OCTA’s responsibilities, programs and services impact every aspect of transportation within the state’s third largest county.

OCTA keeps people moving by reducing freeway congestion, improving safety and efficiency on our local roads, providing bus service and regional multimodal connections, helping people find ways to leave their cars home, and providing safe, convenient transportation to those with special needs. OCTA’s core values consist of integrity, teamwork/partnership, communication, customer focus, can-do spirit and safety.

Overview:

Under general supervision, performs a variety of relatively complex clerical, and administrative duties in support of the department and other areas of the division. Assists with the coordination of the accessible services programs for OCTA; coordinates assigned ACCESS services and vehicles to ensure that they comply with all accessibility requirements including requirements of the Americans with Disabilities Act (ADA), and local jurisdiction laws and regulations. Serves as the system administrator for a variety of internal tracking systems and databases, and assists in communicating ADA requirements to staff, contractors, and the public as it pertains to ACCESS.

This is an exempt position in Salary Grade L: Min $27.63 – Mid $33.21 – Max $38.78 per hour. The starting salary will be within this range based on qualifications.

The application deadline for this position is September 7, 2022.

This list is intended to indicate the general nature and level of work performed by employees within this classification and is not designed to be interpreted as an exhaustive listing of all tasks required of employees assigned to this job.

• Provides and monitors quality assurance of ADA paratransit customer records, utilizing internal software systems.
• Provides customer service over the phone and voicemail recordings, responds to customer requests, resolving problems, and referring visitor requests to other transit agencies, and processes visitor requests from other agencies.
• Forwards travel training referrals to and records all ACCESS eligibility evaluation results from contracting agencies.
• Adheres to the ADA guidelines, addresses applicant requirements within a prescribed period and monitors progress through the ACCESS process. Verifies the appropriate service area corridor for use, coordinates alternatives for the customer, and communicates with other transportation providers.
• Collects, compiles, analyzes, and reports statistical measures pertaining to the ACCESS program. Assists in conducting research and analysis for administrative assignments, develops appropriate report formats, evaluates information, and makes recommendations.
• Provides community workshops at adult schools, senior centers, and other agencies involving local communities with disabilities.
• Coordinates Agency accessible service programs that include responding to ADA complaints and verification of provision of paratransit services.
• Conducts presentations of ADA paratransit guidelines and the ACCESS program to staff, contractors, and the public.
• Verifies the provisions of paratransit services provided by the contractor; to include but not limited to meeting the parameters of the ADA in the unique contracts and maintains paratransit trend analysis.
• Serves as the system administrator for internal tracking systems and databases, and coordinates ACCESS process with the paratransit contractor.
• Serves as staff on a variety of committees as assigned; attends and participates in professional group meetings; maintains awareness of new trends and developments in the fields related to area of assignment; incorporates new developments as appropriate; ensures processes, policies and practices are interpreted and applied consistently and effectively; ensures accountability and compliance with all current and applicable state and federal laws, Agency policies and procedures, rules and regulations.

Any combination of education and experience equivalent to a high school diploma and a minimum of six years of customer service experience, three of which are in ADA. Related education preferred.

Knowledge of:

• Americans with Disabilities Act (ADA) compliance for services including components of ADA and Section 504.
• ADA Accessibility Guidelines, state and local accessibility laws and codes.
• Principles guiding application of reasonable modifications under the ADA.
• Knowledge and experience in the provision and management of complementary paratransit services for persons with disabilities.
• Principles of statistical record keeping, data collection, data management, research techniques, record keeping, records management, report preparation and presentation methodologies.
• Effective telephone techniques, etiquette, and customer service.
• Modern office procedures, methods, and equipment including computers and computer applications such as word processing and spreadsheet programs in MS Office including Outlook, Word, Excel, Access, other related software, and database applications such as Hastus, Trapeze, Kofax, SharePoint, Adobe X Pro, Google Chrome, and the Internet Explorer.

Ability to:

• Utilize personal computer software programs affecting assigned work and in compiling and preparing spreadsheets and reports. Prepare and analyze data and comprehensive reports.
• Establish and maintain effective working relationships with other department staff, management, vendors, outside agencies, community groups and the general public.
• Work with people with disabilities, cooperative with other departments and outside agencies responding to inquiries.
• Interpret and apply applicable federal, state, and local policies, laws, and regulations. Perform complaint resolution and problem-solving.
• Research, analyze, and evaluate new service delivery methods and techniques.
• Prioritize, organize, and perform multiple responsibilities or projects simultaneously, make decisions independently, and ensure a high degree of accuracy/attention-to-detail.
• Meet time constraints and deadlines, work independently and proactively, either alone or as part of a team, and exercise sound judgment.
• Maintain confidentiality with sensitive material and communications, following strict HIPAA laws.

Working Conditions/Physical Activities:

(The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. OCTA provides reasonable accommodation to enable individuals with disabilities to perform the essential functions).

Positions in this class typically require:

• Work may be performed in a stressful, fast-paced office environment, depending upon assignment.
• Requires ability to understand verbal communication and to respond effectively.
• Positions in this class typically require: Standing, Walking, Finger Dexterity, Talking, Hearing, Seeing, and Repetitive Motions in computer use.

Compensation and Benefits:

OCTA offers an attractive compensation and benefits package that includes medical, dental and vision health insurance programs, flex time (may be available), paid sick leave, paid vacation and holidays, short-term and long-term disability, life insurance, flexible spending accounts, retirement, deferred compensation plan, educational reimbursement, excellent in-house training programs, free transportation passes for the employee and dependents, wellness and ergonomic programs, and much more. OCTA has a hybrid remote work program. Eligibility is dependent on manager’s approval.

OCTA is an equal employment opportunity employer that recruits, hires, and promotes qualified people without regard to race, color, religion, creed, ancestry, national origin, age, sex, pregnancy, gender, gender identity and/or expression, sexual orientation, marital status, medical condition, disability, genetic information, military and veteran status, or other legally protected status.