MARYLAND 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.

R esponsibilities:

• 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.

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.

TO APPLY: All applicants must submit an application online at htt p ://www.governmentjobs.com/careers/mdotmd (Use of this option allows the application to be saved.).

Resumes will not be accepted in lieu of a completed application. To receive credit for your work history and credentials, you must list the information in the online DTS-1 application form. You may refer to a resume only to expand on information offered in the body of the online DTS-1 application. The selected candidate may be subject to background and reference checks. A conviction is not an automatic disqualification from employment. Bilingual applicants are encouraged to apply.

Consideration for employment may be based solely on the contents of your application; therefore, it is essential that you provide complete and accurate information. Please include all relevant experience on your application. This includes, but is not limited to, full or part time, volunteer, military, acting capacity, or any other experience that is relevant to the position you are applying for. If you have held more than one position at the same employer, please list each position that you held and the length of time that you held each position.

The state of Maryland offers excellent health and leave benefits, 401k benefits, a pension plan, a free transit program, and advanced education and training opportunities. The incumbent in this position will not be a member of a covered bargaining unit.

Please Note: The Maryland Transit Administration is not sponsoring new employees in application of the H-1B Visa or providing an extension of an existing H-1B Visa at this time due to budgetary constraints. All applicants must be legally authorized to work in the United States under the Immigration Reform and Control Act of 1986. Federal regulations prohibit H-1B Visa candidates from paying sponsorship fees, all sponsorship fees must be assumed by the potential employer.

Applicants who have education obtained outside of the U.S. will be required to provide proof of the equivalent U.S. education as determined by a foreign credential evaluation service, such as the National Association of Credential Evaluation Services (htt p ://www.naces.org ) or World Education Services: International Credential Evaluation (htt p s://www.wes.org/ ).

Applications must be submitted online by the closing date. If you have any questions, please contact the Recruitment and Examination Division at the number(s) listed below: 410-767-3000

Appropriate auxiliary aids and services for individuals with disabilities will be provided upon request. Please call at 410- 767-3000 MTA is committed to complying with the letter and spirit of the Americans with Disabilities Act.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

MTA does not discriminate based on age, ancestry, color, creed, gender identity or expression, genetic information, marital status, mental or physical disability, national origin, race, religious affiliation, belief or opinion, sex, or sexual orientation.