Senior Vanpool Coordinator | Intercity Transit

Department/Division

Operations / Vanpool

Paygrade

C42

FLSA Status

Exempt

Supervision Received From

Supervision Exercised Over

Compensation

Annual: $87,339.20-$117,873.60

Summary:

Leads and coordinates activities related to the administration and daily operation of Vanpool and Community Van services and vanpool fleet; coordinates and supports vanpool participants by developing and providing program information, giving presentations, and planning/implementing promotional, instructional and informational documents and/or events. Recruits and retains vanpool customers and groups. Manages risk.

Distinguishing Characteristics:

Under minimal guidance performs specialized activities related to the Vanpool and Community Van programs. As a Senior Vanpool Coordinator, performs complex, specific activities requiring highly technical and in-depth knowledge of transportation programs, rideshare best practices and financial recordkeeping. Stays current regarding the needs of our community; develops outreach programs and retention strategies and effectively engages with current and potential customers and employers. Carries out program goals and objectives in accordance with established agency policies and procedures. May lead the work of Vanpool Coordinator, technical and support staff.

Essential Duties:

Duty No.	Description	Frequency
1	Coordinates the placement of vans with commuter groups and ensures efficient use of the vanpool fleet. Interprets and applies existing policies, contracts or regulations, and researches past practices or established procedures relevant to providing vanpool service. Administers vanpool group formations, operations, maintenance, fraud prevention and related risk management issues. Serves as lead for responding to customer issues and complaints. Analyzes accident trends and customer comment trends and develops strategies to manage risk and improve the agency’s safety record. Develops periodic safety publications. Interprets and applies existing policies, contracts or regulations, and researches past practices or established procedures. Conceptualizes, recommends and implements process improvements. Serves as backup to Vanpool Coordinator in administering Community Van service. Develops and implements a robust outreach strategy and initiatives to attract new customers and build relationships with employers. Implements specific strategies to raise awareness and use of transit by key target audiences, including commuters and the general public. Prepares, coordinates and implements promotions and campaigns to raise awareness and use of vanpool services.	40%
2	Leads driver and bookkeeper selection processes; identifies needed updates to training and/or selection processes and recommends/implements course of action. Recruits vanpool volunteer coordinators, drivers and bookkeepers. Screens, processes, and approves/disapproves all volunteer applications. Oversees, verifies, monitors, ensures, evaluates and reports on vanpool volunteer coordinator, driver and bookkeeper compliance with Agency vanpool program requirements. Provides information on use and qualifying criteria for program participants.	5%
3	Acts as liaison to vanpool customers for van maintenance, pick up and drop off of vehicles, and preventive maintenance questions. Monitors status of van maintenance, communicating changes as needed.	Daily 20%
4	Communicates vanpool fares and provides counsel, training, technical assistance and support to vanpool groups. Monitors monthly vanpool fares and program compliance based on ridership and daily roundtrip mileage. Processes and reconciles monthly vanpool and cash flow reports; troubleshoots problem reports; coordinates monthly billings with Finance Division. Monitors fleet performance and program budget requirements. Releases vans to approved groups and maintains administrative files on drivers and vanpool riders.	Daily 10%
5	Prepares and analyzes statistics to assist management in ensuring that customers receive safe, reliable, and courteous service. Assists vanpool groups in resolving conflict around vanpool issues such as route and schedule. Assists with planning and updating emergency response procedures and adverse weather plans. Maintains administrative policies and develops program procedures; assists in developing budget and evaluation procedures; assures program compliance with the ADA. Tracks and reports ridership and fare data for National Transit Database. Performs special projects as needed to support vanpool, community vans, and surplus van grant.	Weekly 5%
6	Investigates, responds to and resolves public and vanpool participant concerns, suggestions and personal issues; consults with Vanpool Manager as needed to determine most appropriate action.	Weekly 5%
7	Develops and delivers training programs for vanpool drivers and bookkeepers; instructs volunteers on proper procedures, policies and operations. Evaluates driver and bookkeeper performance and determines, administers and records corrective action as needed.	Weekly 15%
8	Serves as the Thurston County administrator for the regional rideshare program. Coordinates rideshare options for commuters and employers, manages confidential customer account data and utilizes regional rideshare program as a tool for support and retention of vanpool customers and groups. Updates vanpool pages on agency website.	Daily 10%
9	Enters monthly ridership and fare data for National Transit Database (NTD). Prepares the monthly NTD reports and compiles annual statistics.	Monthly 5%
10	Provides mentorship and guidance to other Vanpool staff.	Monthly 15%
11	Performs other duties of a similar nature or level to include covering for all other team members as required.	As Required
12	Must meet regular time and attendance standards.	Always

Knowledge:

Knowledge of:

Public sector principles and practices;
Vanpool program procedures and practices;
Risk management principles and practices;
Customer service principles;
Presentation methods;
Applicable Federal, State, and Local laws, rules, and regulations;
Conflict resolution techniques;
Mathematical concepts, including statistical analysis.

Skills:

Skill in:

Analyzing, interpreting, administering and communicating applicable Federal, State, and Local laws, rules, and regulations as well as agency policies and procedures;
Computer software and database skills;
Speaking in public;
Drafting policies and procedures;
Developing training materials, instruction and presentation methods;
Managing conflict and sensitive customer issues;
Defining problems, collecting data, establishing facts, and drawing valid conclusions and making sound decisions under pressure;
Conducting thorough and impartial investigations;
Managing projects;
Maintaining records;
Coordinating program activities;
Providing customer service;
Preparing a variety of written correspondence and reports;
Facilitating meetings and training sessions;
Handling multiple tasks simultaneously and managing competing priorities and deadlines;
Monitoring and coordinating volunteers;
Operating a variety of media and office equipment; Microsoft Office;
Communication, collaboration and strong interpersonal skills to build effective relationships with a wide array of individuals.

Licensing Requirements:

Washington Driver’s License.

Must submit to criminal background check, the results of which must meet hiring criteria for the role.

Physical Requirements:

Positions in this class typically require: climbing, reaching, driving, fingering, grasping, feeling, talking, hearing, seeing and repetitive motions.

Sedentary Work: 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. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Training and Experience:

Associates Degree and five years of related program or transportation experience; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

Three years experience coordinating Vanpool Program activities is preferred.

Note:

The above job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the business needs of the department.