This is customer service and clerical work in paratransit services for the Metro-Dade Transit Agency.

Employees in this class answer telephones and enter data into a computer terminal to schedule paratransit services for eligible Medicaid and special transportation services customers, and to resolve customer complaints regarding late arrival of vehicles. Responsibilities include answering telephone calls, direct entry of trip information into a computer terminal, providing information to customers concerning reservations, service and availability, and resolving customer complaints regarding late vehicle pick-ups by direct contact with contractors providing services. Employees follow established procedures, and exercise a degree of sensitivity in dealing with handicapped, disabled, and elderly customers. Supervision is received from an administrative superior who reviews work for conformance with established paratransit policies and procedures.

ILLUSTRATIVE TASKS

Responds to telephone requests to schedule, reschedule, or cancel paratransit services for Medicaid and special transportation services customers.

Determines if travel reason is valid based upon customer eligibility, and enters trip information into computerized reservation systems using a computer terminal.

Responds to requests for special services, including provision of services to customers in stretchers.

Responds to customer complaints regarding late arrival of vehicles; contacts contractors to determine if service will be provided which assures customers arrival at appointed times; authorizes back-up service to resolve late vehicle pick-ups, with supervisory approval.

Verifies Medicaid eligibility following established procedures.

Performs related work as required.

KNOWLEDGES, ABILITIES AND SKILLS

Knowledge of paratransit service policies, procedures, and regulations.

Knowledge of public relations principles and techniques.

Knowledge of the operating characteristics of computer terminals.

Knowledge of modern office practices and procedures.

Knowledge of the special requirements of the handicapped, disabled and elderly.

Ability to properly schedule and reschedule paratransit services for Medicaid and special transportation services customers.

Ability to speak clearly and distinctly on a telephone.

Ability to deal with customers and paratransit contractors tactfully and courteously.

Ability to operate a computer terminal keyboard.

Ability to verify paratransit service eligibility following established criteria.

NEW 7-92