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SalaryMARYLAND TRANSIT ADMINISTRATION
Mobility Reduced Fare Office Manager (Administrator III) (2588) Grade 18
Career Service
Open to all qualified applicants
YOU MUST APPLY ONLINE TO BE CONSIDERED FOR THIS POSITION
Bilingual applicants are encouraged to apply.
Are you seeking a job where your work is rewarding and provides excellent benefits? The Maryland Transit Administration (MTA) invites you to apply today to be considered for a position that provides customer service to the citizens of Maryland every day. The MTA is one of the largest transit systems in the United States and is seeking dynamic and energetic individuals to join its team.
This is a position-specific recruitment. The resulting list of eligible candidates will be used to fill this MTA position or function only. All interested individuals will need to reapply for any future recruitment conducted for this classification.
The Reduced Fare Office (RFO) Manager plays a pivotal role in directing, managing, supervising, and coordinating the customer functions and operations of the Reduced Fare Certification Division within the Office of Mobility Link. The manager oversees the determination of eligibility for the program, supervises the printing of photo ID cards, and assists appointment and walk-in customers at the Reduced Fare Office. Additionally, the manager is responsible for ensuring quality control of all printed media and the daily reconciliation of card stock. This position also involves managing daily operations, which include processing reduced-fare applications and printing MTA Reduced Fare cards monthly.
Responsibilities:
- Oversee the Reduced Fare/Certification division, ensuring smooth operations and adherence to established procedures.
- Evaluate and approve issuance of Reduced Fare identification cards for disabled and senior customers, including handling difficult eligibility determinations.
- Ensure compliance with FTA, Federal guidelines, and Code of Maryland Regulations (COMAR) regarding the issuance of Reduced Fare cards.
- Develop and implement eligibility screening processes, review applications, and determine eligibility according to established guidelines.
- Coordinate, schedule, and supervise training for assigned employees, including participating in cross-training initiatives and providing ongoing coaching and support.
- Assist in the preparation of annual work or business plans, prepare office reports, stats, and estimates, and report performance issues.
- Monitor and evaluate service delivery methods and procedures, make recommendations on SOPs and policies, and optimize employee performance through evaluations and recognition.
- Plan, direct, coordinate, and review work plans for assigned staff, ensure proper staffing levels, participate in recruitment, hiring, and personnel decisions, and provide or coordinate staff training.
- Participate in Reduced Fare office and Mobility System Orientations, customer education, and community outreach programs.
- Interface with internal and external customers in a timely, accurate, courteous, and empathetic manner, and educate the public on Reduced Fare eligibility questions and transportation options.
- Ensure office location, Reduced Fare card supply levels, and office equipment are adequate to meet daily card distribution requirements.
This position offers a unique opportunity to impact the lives of Maryland residents by ensuring accessible transportation options for all. If you are passionate about public service, community engagement, and leading a dedicated team, we encourage you to apply.
Qualifications
**This statement contains a Selective Qualification, which is more focused in scope than the Minimum Qualifications for this classification. Selective Qualifications are utilized when the position requires specific or bona-fide occupational qualifications (i.e., knowledge, skills or abilities).
Ideal Candidate
We are looking for a leader with a strong background in customer service management, preferably in a transit or mobility-related field. The ideal candidate will demonstrate:
- Proven experience in managing service-oriented operations and teams.
- Excellent organizational, communication, and interpersonal skills.
- Ability to make eligibility determinations and manage sensitive customer information discreetly.
- Knowledge of ADA regulations and commitment to promoting accessible transportation.
- Experience in policy development, team training, and performance management.
- Ability to collaborate with various stakeholders, including government and community organizations.
- Independent judgment and decision-making skills in alignment with MDOT MTA's goals and mission.
Notes:
2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and two years of experience in administrative staff or professional work for the required experience.
3. Candidates may substitute the possession of a Master's degree from an accredited college or university and one year of experience in administrative staff or professional work for the required experience.
Licenses & Certifications
Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland.
The driver's license number must be listed on the application.
