R&D Transportation Services, Inc.

Job Title: Field Representative
Department: Field Operations
Office Location: Stockton, San Joaquin County, California
Service Region: San Joaquin, Stanislaus, Amador, Calaveras, and Tuolumne Counties
Reports to: Customer Service Manager
FLSA Status: Full-Time, Hourly (Non-Exempt)

Wage Range: $28.00-$30.00

THE COMPANY

Since 1991, R&D Transportation Services, Inc. (R&D) 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 physical disabilities.

POSITION SUMMARY

R&D’s Quality Assurance Department works in an oversight capacity in field operations with the multiple transportation vendors that are contracted by our customers. The department monitors the vendors for contractual compliance with service standards for safety and quality. R&D’s Field Representative is the liaison between our customers, passengers, families, day programs, and transportation vendors. To support this important work, the Field Representative must establish and nurture working partnerships with and between stakeholders to address and resolve service issues, complaints, and concerns. The Field Representative position is responsible for vendor audits, compliance workshops, investigating incident reports, monitoring efficiencies in the field, and providing technical assistance to service providers as needed. Thus, effective communication both internally and externally is an essential part of the position.

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

Vendor Audits

Monitor vendor performance to ensure safety, reliability, and effective transportation that is in compliance with Regional Center contracts and R&D’s person-centered model.
Conduct transportation vendors’ quarterly service audits to monitor operational expectations such as: vehicle / insurance requirements, driver credentials, hiring, and training procedures.
Generate audit findings and recommendations to correct deficient areas with timelines for corrective action.
Collaborate extensively with Scheduling Department staff regarding vehicle configurations, tentative program changes, vehicle inspections, and other vendor contract requirements that impact the routing efficiencies.
Provide consultation, recommendations and assistance with reporting, data input, and data collection.
Effectively communicate R&D information, including procedures, processes, manuals, trainings, and technologies to ensure consistent implementation and follow-up.

Vendor Information Sessions

Conduct monthly vendor information sessions to educate vendors regarding driver and attendant responsibilities, proper procedures related to behavior management, passenger sensitivity, safety, and quality service delivery.
Develop person-centered training modules to align workshops with emerging service issues.
Educate drivers, attendants, support/administrative staff regarding operational requirements, Special Incident Reporting, and other vendor expectations.

Special Incident Reports

Investigate, document, and submit records to appropriate parties within required timelines.
Follow established procedures to address and resolve the reported service issue(s).
Ensure that all reported incidents are appropriately documented through established protocols.
Collaborate extensively with Customer Service Department staff to document effective resolutions.
Implement results-oriented solutions that are considerate of our population with developmental disabilities.

Transportation System Efficiencies

Conduct monthly visits to client program sites to observe service delivery by transportation providers.
Establish and maintain collaborative relationship with day-program and transportation providers to nurture a team approach in effecting safe and quality-based service delivery to clients.
Conduct monthly, and as needed, road observations of driver performance related to safe driving habits, route execution, on-time performance, and client interaction to ensure safe and quality-based service delivery to clients. Road observations are generally done by route audits that consist of bus shadowing or riding along with the driver in the bus.
Collaborate extensively with Scheduling Department staff and Customer Service staff to mitigate any inconsistencies or service issues that may develop during road observations.

Partnerships with Customers

Coordinate and facilitate internal/external meetings with customers.
Collaborate with necessary parties to address and resolve transportation providers’ service issues.
Assist transportation providers, as appropriate, to address challenges that impede safe and quality-based service delivery.
Effectively communicate externally with Regional Center personnel, and internally with other departments to correct service issues and achieve successful outcomes for our riders.
Participate in monthly Vendor Advisory Committee meetings to foster communication with transportation service providers.
Other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, abilities, and education necessary to be successful in this position. Individuals must be comfortable working in oversight role that requires good judgment, ethical track record, and be prepared to assert organizational goals and objectives. Additionally, must be dependable, have excellent time management skills, and be able to work independently to achieve contractual expectations.

EDUCATION AND EXPERIENCE:

College degree preferred or 5+ years related experience in transportation services. A combination of education and experience may be considered. Comprehensive passenger-transportation operations background is preferred.

KNOWLEDGE, SKILLS and ABILITIES:

Excellent attention to detail, communication, and organizational skills.
Exceptional confidentiality, organizational and prioritization skills.
Strong objective/critical thinking and problem-solving skills
Knowledge of State and Federal governing transportation laws and regulations.
Proficiency in Microsoft Office applications such as Word, Excel, and Outlook.
Proven ability of working independently to meet monthly and quarterly performance objectives.
Demonstrated ability of working remotely to support the project team.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and business correspondence, speak before groups of customers or employees of an organization, effectively present information and respond to questions from groups of customers, clients, consumers, and the public. Effective written and verbal communication is essential to satisfy the requirements of this position.

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 percentage, and draw and interpret bar graphs.

REASONING ABILITY

Ability to manage practical problems and complex situations. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. This position requires analytical skills and familiarity with conducting objective field investigations. Conflict resolution skills are a must.

OTHER REQUIREMENTS:

A valid driver’s license, personal vehicle, and proof of insurance are required. Position requires use of personal vehicle for business purposes. The company will reimburse business miles. Driving is required and is an essential function in order to complete field assignments.

PHYSICAL DEMANDS:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand, walk, and talk, or hear. The employee is occasionally required to sit; use hands to finger, handle or feel; reach with hands and arms; climb or balance; 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, distance vision, color vision, peripheral vision, and depth perception.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

When conducting vendor audits, vehicle inspections and conducting program visits, the employee is exposed to outside weather conditions, and occasionally exposed to moving mechanical parts and fumes or airborne particles. When in the office, such exposures are not involved in the work.

Although this position has an assigned work scheduled, the work hours of this position may be impacted from one day to the next depending upon the immediate need when addressing a service issue.

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 on standardized situations.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly be 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 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.

asonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor’s degree from an accredited college/university in business, planning, GIS technology, health and human services or related fields.
Minimum ten years’ progressively responsible experience in Compliance Management and/or Quality Assurance; five or more in a senior manager role or equivalent combination of education and experience
Experience supporting branch sites or regional office locations; ability to guide and manage a team is required.
Proven leadership ability, industry-specific knowledge gained through experience.
Demonstrated management ability with team building and staff development and/or proven track record in project management leading team(s) to perform optimally in accordance with contractual/budgetary requirements.
Strong conflict resolution skills and techniques.

KNOWLEDGE

Theories, principles, practices of passenger transportation planning in ADA compliance
Applicable local, state, and federal laws, rules, and regulations; governing regional center transportation policy
Applicable California Vehicle Code, California Code of regulations, and Title 17
R&D transit operations, scheduling parameters, policies and procedures
Passenger transit system safety culture, operations, and scheduling
Organization and processes of local, regional, and state government, including legislative regulations
Financial, analytical, statistical, and mathematical methods and procedures

ABILITIES

Excellent problem solving and critical thinking skills
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to respond effectively to the most sensitive inquiries or complaints.
Excellent numeracy skills that include advanced mathematics, algebra, geometry, statistics, an ability to interpret bar graphs
Understand, interpret and apply laws, rules, and regulations, policies, procedures, contracts, budgets, and labor agreements
Analyze situations, identify problems, recommend solutions, and evaluate outcome
Ability to communicate effectively orally and in writing
Interact professionally with various levels of employees and outside representatives
Professionally represent R&D before our customers
Think and act independently
Conduct comprehensive studies and analyses
Establish and implement relevant policies and procedures
Experience working with Geographic Information Systems (GIS) routing and planning technologies is preferable.
Computer proficiency in Windows 10/11 and Microsoft Office Applicants
Working knowledge of payroll processing, use of Paychex (or equivalent) platform preferred

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or feel mostly in the use of a computer keyboard and mouse; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and color vision for use of the computer and the color differentiations in the computer routing programs.

WORK ENVIRONMENT

continuously evaluate the productivity, efficiency, and effectiveness of the unit

Provide technical support and policy guidance to interface vendor contracts, with R&D’s computerized routing and planning systems, in order to produce accurate billing reports
Nurture and maintain open communication between staff interdepartmentally for the purpose of keeping all informed of items pertinent to them, their region, and/or the company
Monitor quality compliance and organize work to reflect performance standards
Set performance goals and project deadlines that align with company’s goals and objectives
Delegate work, track progress and provide constructive feedback throughout projects
Ensure that team members perform all essential duties consistent with the job description
Address problems with work quality, issues between employees and other concerns in an effective, timely manner
Ensure employees adhere to legal regulations, company policies, and customer service requirements
Conduct performance reviews, motivate team members and create strategies to boost productivity
Develop and recommend unit guidelines, strategies, and policies
Audit process for customer billing submissions to ensure accuracy, accountability and adherence with timelines
Produce quarterly dashboard reporting by region for respective customers
Audit electronic attendance with corresponding vendor billing submissions in adherence with DDS regulations and State E-billing requirements
Monitor compliance with vendor contract not to exceed fiscal amounts; Coordinate with Contracts Analyst for amendments as revisions are needed
Evaluate billing reports produced by R&D billing module [INSCRIBE] to ensure alignment between vendor billing submissions with scheduled service
Integration of INSCRIBE reports to vendor billing reconciliation process
Ensure that all vendor billing invoices are processed within established timelines, to verify that electronic fund transfers satisfy contractual service expectations
Monitor collaboration and exchange team members to resolve billing discrepancies for vendor submissions that exceed the maximum allowable scheduled service units

Reporting/Service Impact Analyses/Special Projects

Analyze cost of proposed additions/changes to existing transportation systems
Review accuracy of billing reports (include routing and ridership figures) that are the product of the work generated by the Schedulers
Analyze statistical information for accuracy and compliance to numerous vendor contracts and distinct project budgets
Conduct complex planning, implementation, funding, and analytical projects
Apply, develop, and evaluate analytical, quantitative, and statistical tools and their results
Develop and monitor projections, impacts and budgets for regional center and school district transportation systems
Evaluate costs, benefits, and risks of alternate vendor selections
Complex optimization planning, implementation, funding, and analytical projects
Develop and monitor projections, impacts and budgets for regional center and school district transportation systems

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed herein are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor’s degree (B.A.) from an accredited four-year college or university with emphasis is business management, accounting, Geographic Information Systems (GIS) technology; or minimum ten years’ progressively responsible experience in passenger operations, transportation planning, or related field; or equivalent combination of education and experience. Demonstrated management ability with staff supervision and development and/or proven track record in project management leading team(s) to perform optimally in accordance with contractual/budgetary requirements.

KNOWLEDGE

Theories, principles, practices of passenger transportation planning in the area of ADA
Applicable local, state, and federal laws, rules, and regulations; governing transportation policy
Passenger transit system safety culture, operations, and scheduling
Organization and processes of local, regional, and state government, including legislative regulations
Financial, analytical, statistical, and mathematical methods and procedures

ABILITIES

Excellent problem solving and critical thinking skills
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to respond effectively to the most sensitive inquiries or complaints.
Excellent numeracy skills that include advanced mathematics, algebra, geometry, statistics, an ability to interpret bar graphs
Ability to communicate effectively orally and in writing
Interact professionally with various levels of employees and outside representatives
Professionally represent R&D before our customers
Think and act independently
Conduct comprehensive studies and analyses
Establish and implement relevant policies and procedures
Experience with Versatrans routing and planning system preferable. However, experience with other computerized routing and planning programs will be considered
Computer proficiency in Windows 7 and Microsoft Office

PHYSICAL DEMANDS

WORK ENVIRONMENT

t 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

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 on standardized situations.

PHYSICAL DEMANDS

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