Incident Report Coordinator – (San Jose, CA)

Job Title:                Incident Report Coordinator

Department:         Customer Service

Location:                San Jose, CA

Reports To:            Office Supervisor

FLSA Status:          Full Time, Non-exempt

Wage Range:          $23.00-$25.00

 

THE COMPANY

Since 1991, R&D Transportation Services, Inc. (R&D) is a transportation management and consulting firm that has successfully worked with California Regional Centers and School Districts to deliver a comprehensive brokerage model that consists of Scheduling, Billing and Contract Administration, Customer Service Center, and Quality Assurance for Field Operations. Although not a direct transportation service provider, R&D coordinates with vendors to ensure that they operate safe, reliable and efficient transportation services for people with developmental and/or physical disabilities.

POSITION SUMMARY

The Incident Reports Coordinator is responsible for the fact-gathering and follow-up of incidents related to contracted transportation service providers. In our role as a liaison, it is important to objectively gather facts from all parties (transportation provider, program staff, family/care-provider, and Regional Center personnel) in order to support proper reporting and to achieve resolutions for incidents that occur on the bus during transportation hours. Therefore, effective and timely communication is expected in interdepartmental, interagency, and professional meetings. The ideal candidate for this position will be an individual who is committed to helping persons with disabilities, must have excellent time management skills, must be comfortable with extensive documentation, and must be detail-oriented with a focus on accuracy and completeness of work.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to the following:

Incident Reports [Special Incidents, Vendor Service Issues, and Non-Emergency Incidents]

• Fact-gather and document all follow-up conducted with pertinent parties (transportation vendor, family/care provider, day program and Regional Center personnel) for each reported special incident
• Collaborate extensively with internal and external parties to document effective resolutions with the goal to help riders successfully continue to use curb-to-curb transportation services
• Implement results-oriented solutions that are considerate of our population with developmental disabilities.
• Ensure that all reported incidents are appropriately documented consistent with established department
• Communicate effectively with Regional Center personnel and/or contractors regarding behavior modification efforts for individuals with the goal to reinstate transportation services when possible
• Participate in project team meetings and/or working sessions
• Proactively monitor unresolved incidents and collaborate with project team members to support positive outcomes for the people we serve
• Through the fact-gathering process, create Individualized Transportation Plan (ITP) that outlines the participant’s needs, specific seating arrangement and alternative positive activities
• Collaborate with Scheduling and QA Departments to coordinate meeting and training with transportation vendor for the successful implementation of Individualized Transportation Plan (ITP)
• Maintain current progress notes by utilizing the Incident Report Log for outstanding incident reports
• Upon completion of Special Incident Report, record resolution date in MS Access Log (Incident Report Log).
• Ensure that all corresponding follow-up documentation is saved in the participant’s e-file
• Submit completed Special Incident Report Follow-Up Form along with any additional documents to appropriate parties within required
• Generate monthly, quarterly and/or fiscal year reports

Customer Service Responsibilities

Communicates with participants, family and/or care providers, transportation vendors, day program and Regional Center personnel by managing high volume of inbound and outbound calls to:

• Notify changes in service schedules
• Provide late bus notifications
• Identify customers’ needs, clarify information, research issue and provide solutions
• Respond to questions related to service schedules and estimated time of arrivals of their vehicle,
• Obtain additional information to process service change requests
• Obtain and document additional information when a customer reports a concern or complaint
• Collaborate with Scheduling and Quality Assurance departments to follow up and implement effective resolutions in response to service issues and complaints
• Effectively communicate and collaborate with transportation vendor, day program and Regional Center personnel in response to inquiries and service complaints
• Keep records of all conversations in the Customer Service Database to reflect clear and accurate information
• Appropriately document incidents that occur during transportation following established department protocols
• Coordinate and set up conference room for team meetings and prepare meeting materials including agendas and record minutes

Service Coordination

• Conduct customer satisfaction surveys to monitor that service providers fulfill service expectations related to safety, punctuality, customer service,
• Collaborate with Regional Center personnel, programs, and residential placement to generate ITP when new participants require transportation with individual 1:1 attendant
• Coordinate with project team to ensure that ITP is implemented successfully by the service provider.
• Conduct semi-annually reviews pertaining to individuals that are assigned a 1:1 or general route attendant to assess and evaluate the need by collaborating with internal and external parties

Other duties as assigned QUALIFICATIONS:

The requirements below are a representation of the knowledge, skill, and/or ability and education/experience required to be successful in this position.

Knowledge and Abilities:

• Excellent customer service skills (3+ years preferable)
• Confidentiality of all information is essential
• Spanish language required
• Exceptional written and verbal communication skills including active listening and strong presentation skills
• Computer literacy skills, proficiency in MS Office Suite: Outlook, Excel, Word, Access and PowerPoint
• Excellent reading and language comprehension
• Attention to detail and the ability to identify errors or inconsistencies
• Ability to gather, relate and summarize information into logical conclusions
• Ability to set priorities and manage time effectively
• Ability to collaborate with team at all levels of the organization

Education and Experience:

High school diploma, some college preferred; or two to four years related experience and/or training in a high-volume call center required; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to effectively communicate in English and Spanish. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers and co-workers. Ability to effectively present information and respond to questions from customers, consumers, and vendors.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several variables in standardized situations.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel in the use of phones, computers, and fax machines; and talk or listen. The employee frequently is required to reach with hands and arms to operate a computer, reach phone, lift files and boxes. The employee is occasionally required to stand, walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.