Paratransit Service Supervisor

GENERAL STATEMENT OF JOB DUTIES

The Paratransit Service Supervisor oversees safe, efficient, and on-time delivery of GoTriangle ACCESS services. This role supervises operators, manages dispatch and field operations, ensures ADA compliance, and responds to service disruptions. The position also supports hiring, training, safety programs, and performance management, serving as a key representative of GoTriangle ACCESS.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervise daily paratransit operations, including dispatch, field operations, and radio communications.
• Monitor on-street activities, ensure traffic law and policy compliance, and respond to breakdowns, detours, or accidents.
• Schedule and adjust customer trips using specialized software; negotiate trip times and monitor operator payroll hours.
• Address customer inquiries, complaints, and disputes; recommend corrective action or training as needed.
• Supervise, evaluate, counsel, and discipline operators; manage schedules, leave requests, and attendance issues.
• Participate in hiring, training, and skill development for operators; enforce GoTriangle policies.
• Lead training programs in ADA compliance, safety, CDL preparation, refresher courses, and ride-alongs.
• Promote safety culture and ensure compliance with local, state, and federal transit regulations.
• Collaborate with management on safety initiatives, accident prevention, and incident reporting.
• Maintain accurate records, prepare reports, and recommend operational improvements.
• Coordinate with emergency services during service disruptions.
• Perform other related duties as assigned.

MINIMUM QUALIFICATIONS AND REQUIREMENTS

• Five (5) years of experience required in Paratransit Operations or closely related industry (logistics, warehousing, fleet management, scheduling, dispatch, or customer service)
• Two (2) of leadership and management experience
• Demonstrate proficiency in all paratransit operator duties.
• Six (6) years' driving experience, possession of a good driving record, and the ability to drive in all types of adverse weather.
• This position operates in both office and field settings, including time spent in dispatch centers, on vehicles, and at various transit pickup and locations.
• Requires frequent use of computers, maps, scheduling software, and to use proper telephone etiquette and radio procedures.
• Ability to work work flexible hours, including early mornings, evenings, weekends, and holidays, as needed to support service operations.
• Must be able to report to work during Adverse Weather conditions.
• Must have or be able to obtain a class B CDL with P endorsement.
• Must be able to meet the Department of Transportation physical requirements and maintain medical DOT card.
• Ability to react calmly and quickly in emergency situations and be able to perform assigned tasks with a minimum of supervision.
• Excellent oral and written skills and the ability to communicate instructions to bus operators.
• A working understanding of PC's including the Microsoft Office Packages
• Must have a good driving record.

An equivalent combination of related education and experience may be substituted for the above stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

Working Conditions:

Works in an environment where there is some exposure to dust, noise, or extreme temperatures. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting GoTriangle operating facilities, during which the incumbent should observe all policies and procedures, safety precautions and regulations, and use all protective clothing and devices provided.

Physical Requirements:

May involve standing, walking, or sitting for extended periods, and occasional lifting of materials or equipment up to 25 pounds. Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

EEO Statement:

GoTriangle is an equal opportunity employer. We are committed to providing equal opportunity and will not discriminate in terms and conditions of employment and employment practices. Decisions are made without regard to race, color, national origin, age, disability, pregnancy, genetic information, gender, sexual orientation, gender identity, marital status, creed, religion, protected veteran and military status or other applicable legally protected characteristics.

Accommodations:

GoTriangle is firmly committed to a policy of nondiscrimination in employment and to a program of achieving total equality of opportunity for all applicants. If you require reasonable accommodation because of a disability for any part of the application or hiring process, please contact 919-485-7448. Please indicate the specific assistance needed.