Paratransit Operations Manager

About CVNL:

Center for Volunteer & Nonprofit Leadership (CVNL) is dedicated to advancing nonprofits and volunteerism by strengthening leadership, encouraging innovation, and empowering individuals in our community. CVNL has been building the capacity of volunteers and nonprofits for more than 50 years, and continues to adapt and evolve, leveraging powerful tools and technologies to make it easier for volunteers to engage and for organizations to promote volunteer opportunities.

Care. Connect. Contribute.

The Sonoma County Paratransit (SCPT) Department provides a vital service to the some of the most vulnerable populations in Sonoma County. With care, compassion and sensitivity our Drivers and CSR’s are the frontline workers providing this integral service, connecting our clientele to the community. This contribution to our community is a source of pride for CVNL.

Position Overview

We are seeking a highly skilled and experienced Paratransit Operations Manager to lead our dynamic team responsible for dispatch, bookings, routing, and scheduling in the Paratransit department. We are dedicated to ensuring accessibility and convenience for all individuals and our Paratransit Department plays a crucial role in achieving this mission by offering personalized transportation solutions. The ideal candidate will possess a strong analytical mindset, excellent problem-solving skills, and a deep understanding of Department of Transportation (DOT) best practices, coupled with a commitment to ensuring compliance with the Americans with Disabilities Act (ADA). The Paratransit Operations Manager will play a pivotal role in overseeing day-to-day operations, optimizing efficiency, and providing leadership to achieve exceptional customer service standards.

Responsibilities:

1. Operational Leadership:

• Lead and oversee the Paratransit administration department, ensuring seamless operations of dispatch, bookings, routing, and scheduling functions.

• Implement and maintain effective systems and processes to enhance efficiency and service quality while maximizing resource utilization and minimizing transit time.

2. Analytical Aptitude:

• Utilize analytical skills to identify and resolve complex issues related to scheduling, routing, and operational challenges.

• Implement data-driven decision-making strategies to improve overall departmental performance and cost-effectiveness.

3. DOT & ADA Compliance:

• Stay abreast of Department of Transportation (DOT) regulations, policies, and best practices working with Associate Director to ensure compliance with all relevant DOT guidelines and standards.

• Work diligently to ensure that all operations adhere to ADA standards, providing accessible and inclusive transportation services.

4. Customer Service Excellence

• Uphold and enhance the organization's commitment to delivering exceptional customer service to all paratransit riders.

• Implement and monitor customer feedback mechanisms to drive continuous improvement in service quality.

• Investigate and resolve complex issues related to scheduling conflicts, service disruptions, and customer concerns.

5. Staff Training:

• Develop and conduct training programs for staff, focusing on customer service excellence and adherence to regulatory requirements.

• Foster a culture of continuous improvement, emphasizing the importance of professionalism and customer satisfaction.

6. Performance Metrics:

• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of operational processes.

• Implement strategies for continuous improvement based on performance metrics.

7. Other:

• Ensure safe operation of the Paratransit vehicles, in accordance with all laws and rules of the road, under varying weather conditions

• Attend and participate in company-wide meetings and events, and departmental safety and staff meetings.

Requirements

Requirements:

• Bachelor’s degree in Business, Transportation Management, or a related field and/or experience. Master’s degree is a plus.

• Proven experience in a managerial role within the transportation industry, preferably in paratransit operations.

• Strong analytical and problem-solving skills with a focus on optimizing operations. Strong proficiency in Excel.

• Thorough understanding of Department of Transportation regulations and ADA compliance.

• Proven experience in routing and scheduling, preferably in the nonprofit sector.

• Ongoing compliance with Department of Transportation FTA required drug screening.

• Excellent leadership and team management abilities.

• Exceptional communication skills, both verbal and written.

• Ability to collaborate with cross-functional teams and stakeholders.

• Demonstrated commitment to customer service excellence.

• Able to work effectively with people of all ages from a wide variety of backgrounds.

• Proficiency in using transportation management software and tools. Familiarity with REI, Issuetrack, Novus, Drivermate a plus.

• Possess a valid State of California Driver’s License (CDL).

• Have an acceptable Department of Motor Vehicle (DMV) H-6 report and insurability at normal

risk rates.

Physical Demands:

• Ability to perform computer work. In addition to basic computer desk work, the employee is required to stand, walk, reach above shoulders, and climb or balance. Occasionally lift up to 25 pounds and push up to 300 pounds (wheelchair clients). Specific vision abilities required by this job include close vision, distance vision, peripheral vision, color vision, and the ability to adjust focus. Occasionally work outside, driving in a variety of road and weather conditions. Occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals and vibration

Expected Hours of Work/Travel:

• Paratransit is seven-day a week operation. The Department’s general operating hours and Monday through Friday 5:00am-10:00pm, Saturday and Sunday 8:45am-5:00pm.

• The Operations Manager position is full-time with general onsite hours Monday through Friday from 9am to 5pm with varied morning, evening and weekend shifts to cover the departments needs and serve as backup to direct reports. This position is eligible for remote work during off peak dispatch hours.

• Local Travel is typical for this position.

Benefits

• Vacation: 12 days in year 1, 15 days in year 2, 20 days in year 5.
• Sick: 12 Sick days per year
• Holidays: 12 days observed.
• Health Insurance with base plan 100% covered by employer.
• Vision and Dental Insurance.
• 403B Retirement Plans with 3.5% employer contribution after 12 months.
• Staff have regular opportunities to participate in professional development workshops and classes offered at CVNL

Compensation:
The budgeted salary that CVNL reasonably expects to pay is $68,000-74,000 annually depending on prior experience. This takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, external market comparisons for similar positions in similar geographic locations and size. Offers are determined based on final candidate qualifications and experience.

CVNL is an equal opportunity employer and makes employment decisions on the basis of qualifications. The Agency policy prohibits unlawful discrimination in any employment decision based on pregnancy, childbirth or related medical conditions, race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, marital status, age, sexual orientation or any other basis protected by federal, state or local law or ordinance or regulation.