Manager, Mobility On-Request

ABOUT US

Almost million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER

Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
• Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
• Benefits and Wellness - Employees and their loved ones have access to a comprehensive employer-paid benefits plan that includes extended health, dental and life insurance, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services.
• Inclusive and Diverse Workforce - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE Reporting to the Director, Transit Operations, is responsible for managing and coordinating the scheduling, dispatching and provision of Paratransit transit services for persons with disabilities and On-Request Services; develops and manages contracts with service providers; ensuring contractor compliance with service requirements under performance base contracts; responding to customer service inquiries; and developing and implementing operating policies and procedures.

WHAT YOU'LL BE DOING

• Manages the eligibility, application, dispatching and appeal functions for Paratransit transit services and ensures maximum efficiency is being achieved.
• Manages the development, negotiation of operations and maintenance contracts; manages performance-based contracts; monitors service level compliance and determines penalties and/or bonuses to ensure safe and quality delivery of Mobility transit service; identifies contractual performance issues and ensures necessary remedial action.
• Develops policies and procedures for the provision and improvement of Mobility On Request transit services and ensures compliance with existing policies and procedures.
• Analyzes operational performance of Paratransit and On-Request services; develops operational strategies for future growth and the phasing of operational strategies for new services.
• Manages staff, including recruitment, selection, hiring, scheduling, assigning work, determining training and development needs, coaching, and mentoring, conducting performance appraisals and determining/recommending disciplinary action up to and including dismissal in accordance with collective agreements, Regional policies and practices.
• Ensures that operating staff work in a safe manner and utilize all required health and safety equipment and protective devices and follow all measures and procedures as required by the Occupational Health & Safety Act and Regulations and Regional policies.
• Manages the implementation of process improvements and special projects for Mobility On Request.
• Coordinates Mobility On Request services to ensure proper communication and problem solving ( fares, service provision) with health and social service facilities such as hospitals and nursing homes.
• Performs other duties as assigned to meet Departmental goals and program/service objectives.

WHAT WE'RE LOOKING FOR

• Successful completion of a University Degree in Business Administration, Urban Planning, Transportation Engineering, Planning or related field or approved equivalent combination of education and experience.
• Valid Ontario Class “G” driver’s licence in good standing and reliable vehicle for use on corporate business.
• Understanding of the various transportation needs of the physically challenged and assessing service provision.
• Demonstrated knowledge of relevant regulations, guidelines, procedures, standards and legislation.
• Leadership competencies including operating strategically, leveraging diversity and differences, customer focused, ensuring accountability, managing complex problems, financial management, employing interactive and effective communication, fostering collaborative relationships, cultivating engagement to drive vision and purpose, managing and developing talent, establishing and maintaining trust, displaying self-awareness, and demonstrating resiliency.
• Contemporary supervisory and human resource management skills, knowledge of collective agreement administration and interpretation, labour relations principles and practices and relevant employment legislation.
• Strong report writing, research, analytical and project management skills to meet program objectives and work to tight deadlines.
• Good negotiation skills for contracts with taxi industry and other legal agreements.
• Computer literacy utilizing MS Office software applications such as word processing, spreadsheet, data base and presentation software.
• Demonstrated leadership ability to coordinate, plan, implement and evaluate programs for customer service.