GENERAL SUMMARY:
Provides monitoring, auditing, and field oversight of contractors for contract compliance within the Department of Mobility Management Services. Supports ADA-Paratransit, Innovative Services, Mobility Management, and Supplement Services as directed. Evaluates contractor performance based on contract and applicable laws. Monitors service delivery to ensure efficient, safe, reliable operation. Supports the Contract Compliance Division in the areas of incident/complaint research, report writing, contract compliance auditing, and related activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Performs field activities, including trip verification, accidents, incidents, and location issues regarding service delivery. Monitors contractor service delivery for schedule adherence (on-time performance), operator performance, and quality customer service.
2. Audits contractor performance through technology and contractor-generated reports; coordinates audit results for field observations. Maintains documentation of contractor performance and audit history.
3. Audits contractor safety, training, vehicle condition, quality assurance programs, and items related to contract compliance.
4. Audits contractors operation in the areas of scheduling, dispatch, and Wheres My Ride. Tracks incidents/accidents, service delays and vehicle problems. Documents contractor performance.
5. Notifies appropriate DART staff and contractor personnel of situations impacting the delivery of service. Formulates recommendations. Provides written documentation of any observed infractions.
6. Investigate service related complaints and operational concerns. Proposes solutions as appropriate. Prepares and distributes management information reports.
7. Provides operational support for appropriate DART staff and contractor personnel.
8. Performs other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

1. Associates degree in Transportation, Communications, or Business Administration or related field.
2. Four (4) years experience in Paratransit operations or related transportation and customer service fields.
3. Knowledge of basic Paratransit operating principles/practices, DART service area and traffic regulations.
4. Ability to demonstrate a fiduciary obligation to section, division, department, and DART in handling materials and information of a confidential nature.
5. Interpersonal skills to effectively and sensitively communicate with all levels of supervisory and non-supervisory employees, contractors, the public, and others both inside and outside of DART.
6. Proficient writing and communication skills to effectively and sensitively communicate with all levels of supervisory and non-supervisory employees, contractors, the public, and others both inside and outside of DART.
7. Valid Texas Class A, B, or C drivers license, no Driving While Intoxicated (DWI) conviction within the last sixty (60) consecutive months, not more than one (1) DWI on driving record and not more than three (3) convictions of moving violations within the last 36 consecutive months on driving record in order to operate DART non-revenue vehicles.
8. Analytical ability to find solutions to complex professional, technical, and administrative problems.
9. Proficiency with personal computer (PC) to include word processing, spreadsheet, and database in order to enter trip data and prepare reports.

WORKING CONDITIONS:
Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V