Eligibility & Training Specialist (Transit Services)

The Role

Develops and delivers public education and training programs for conventional and specialized transit services. Liaises with new registrants, and community agencies to promote services and facilitate presentations/training. Processes specialized transit and related service applications to determine eligibility, per criteria. Liaises with transit operations staff regarding related customer service provisions.

Duties/Responsibilities

• Develops, promotes, and delivers educational programs and information sessions regarding transit services to individuals, the public, and other stakeholders experiencing difficulties/barriers with using conventional transit services. Surveys same for feedback on current and future transit programs.
• Develops and facilitates transit orientation and training (one-on-one, groups), for new specialized transit customers, individuals with cognitive and other disabilities, and customers experiencing difficulty using conventional transit services.
• Develops and conducts sensitivity training for transit operators on customer service standards and disability awareness, as a part of transit operator training.
• Processes applications for specialized transit and related service applications (Commuter Bus, Support Person) per eligibility criteria. Determines eligibility for services based on same, including need for further professional assessment.  
• Processes appeals, coordinates, and schedules eligibility appeal meetings. Collates information for appeal panel, provides information, and corresponds with customers regarding appeal decisions. 
• Investigates and resolves customer complaints/concerns related to specialized transit services, as necessary (e.g., no-shows, late cancellations, behavior concerns, hygiene, non-payment of fares). Records correspondence details in customer service database. Follows up with operational supervisors regarding service/program issues. Consults with/recommends suspension of service to management, as required, and communicates suspension decisions to operational supervisors and customers.
• Maintains and develops training and education resources (e.g., customer service packages, resource kits, training manuals), for community groups/audiences, for management approval. 
• Assists to maintain client information database. Runs reports and verifies changes to remove customers from service. Assists to prepare mail-outs to customers, as needed.   
• Monitors TaxiSCRIP program database. Provides support to other divisional terminal/customer service staff regarding program. Runs reports as required for management.
• Creates and maintains spreadsheets on program statistics and contact lists of agencies and special interest groups.  
• In conjunction with management, coordinates program area participation at special events.
• Provides input regarding processes and programs, as required. 
• Occasionally uses a photo processor to take identification photos at offsite training. 
• Performs related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge of public speaking, and the development and delivery of transit educational and training programs, including barriers to service of individuals/groups, acquired through a 2 year diploma/degree in Therapeutic Recreation, Social Services or equivalent field plus 3 years of experience working with individuals with disabilities. 
• Knowledge and ability to follow corporate policies and procedures, and legislation (e.g., accessibility, disability, privacy, highway traffic act).
• Time management, research, and organizational skills to process applications throughout stages (initial application, appeal, reviews, orientation); plan, develop, and conduct training/educational presentations; maintain accurate records; and assist in special events.
• Communication, human relations, and presentation skills to promote the full range of transit services; educate/train customers to plan and access services (group, one-on-one); train transit operators customer service standards, disability, and sensitivity awareness; respond clearly to inquiries and clarify registration and eligibility information, policies, and procedures using tact and diplomacy; and participate as an effective team member.
• Computer skills with ability to use software such as Microsoft Office, a customer information database (e.g., Trapeze Automatic Scheduling System), and an electronic document management system.
• Ability to read and understand forms, medical information, correspondence, policies, procedures and manuals, public timetables, transit system map, marketing and promotional materials, and the corporate accessibility plan. Ability to compose, edit, and proofread correspondence and training/education resources, and program content for brochures and articles using grammatically correct writing skills and according to audience. 
• Ability to flex/alter daily schedule and is requested to work weekends for presentations and special events.
• Must provide an acceptable Police Vulnerable Sector Check (level 3).
• Ability to travel to various locations within and outside Waterloo Region.
• Ability to support and demonstrate the Region’s values.