Client Intake & Eligibility

• Complete accurate intake and registration into Ecolane.
• Assess clients for program eligibility, funding eligibility, and geographic eligibility (including non-duplicative MMT services).
• Enroll eligible clients in the appropriate database systems.
• Perform weekly verification and mapping of ride eligibility.

Scheduling & Ride Coordination

• Serve as the primary scheduler for all incoming ride requests.
• Schedule all demand response rides and assign them to the appropriate vehicle.
• Confirm ride eligibility and notify clients whether rides are approved or unavailable.
• Schedule rides in real time while the client is on the phone whenever possible to minimize callbacks and inefficiencies.
• Ensure correct entry of origin/destination, funding source, mobility type, and other required data.
• Optimize trip assignments based on fleet availability up to 30 days in advance.
• Actively manage ride status changes and move requests into scheduled status promptly.
• Mark buses are unavailable when out of service.

Qualifications:

· High school diploma or GED required; advanced coursework or certifications in transportation/training preferred.

· Minimum 2–3 years of relevant experience (transportation operations).

· Demonstrated ability to coach and lead others, sound judgment and maturity.

· Strong written/verbal communication and documentation skills; working knowledge of Microsoft 365 (Outlook, Word, Excel) and mobile apps.

· Valid driver’s license with acceptable MVR; ability to pass background check and drug test.

Skills:

· Strong phone, written, and verbal communication skills.

· Compassionate and professional customer service approach.

· Excellent problem-solving, critical thinking, and time management abilities.

· High level of attention to detail and accuracy.

· Proficient in multi-tasking and managing competing priorities.

· Ability to work collaboratively with drivers, clients, and internal teams.

· Understanding of paratransit operations, vehicles, and equipment preferred.