On-Demand Transit Coordinator

Overview

This is a safety-sensitive position subject to the rules and regulations of the Drug and Alcohol Policy and the required testing policy per the Federal Transit Administration (FTA) and Arizona Department of Transportation (ADOT). The incumbent is required to fully comply with all operational safety rules and regulations established by Mountain Line.

Job Purpose of an On-demand Transit Coordinator

The On-Demand Transit Coordinator is responsible for the coordination, administration, and performance oversight of Mountain Line’s on-demand transit services. This position manages rider eligibility determination, trip management policies, and on-demand transit software systems, ensuring service is accessible, compliant, efficient, and customer-focused.

The role serves as a key liaison between operations, customer service, planning, and technology vendors to ensure on-demand services meet rider needs while aligning with operational capacity and policy requirements.

• Administer rider eligibility processes for on-demand and ADA-related services.
• Ensure eligibility policies are applied consistently, equitably, and in compliance with ADA and agency guidelines.
• Maintain accurate eligibility records and protect confidential information.
• Serve as the primary administrator for on-demand transit software platforms (e.g., booking, dispatch, rider apps).
• Configure service parameters.
• Coordinate system updates, testing, and enhancements with vendors and internal staff.
• Monitor system performance, data accuracy, and integration with other agency systems.
• Monitor key performance indicators.
• Prepare reports and analysis to support service planning, budgeting, and operational decision-making.
• Identify trends and recommend service or policy adjustments.
• Coordinate with other departments to plan and manage the expansion of program as required for service expansion.
• Serve as a subject matter expert for on-demand services, supporting customer service staff and frontline teams.
• Assist with resolution of complex customer issues related to eligibility, bookings, or service delivery.
• Support development of customer-facing materials, eligibility guidance, and service information.
• Support development and refinement of on-demand service policies and procedures.
• Ensure compliance with ADA, Title VI, and applicable regulatory requirements.
• Participate in service pilots, program evaluations, and continuous improvement initiatives.

This position will require evening and weekend availability during service changes or system updates. Attendance should be regular and predictable. General employment policies regarding vacation, sick, and unpaid leave apply. Occasional need to report to work on day off and work overtime.

This position is expected to respect and maintain employee and customer confidentiality. Confidential customer information, including information subject to HIPAA rules and regulations, will be handled by this position. The incumbent is required to keep a high level of discretion in handling of confidential information and to maintain standards of HIPAA compliance to keep customer and personnel information secure.

Knowledge

• Knowledge of on-demand and demand-response transit concepts.
• ADA eligibility requirements and paratransit operations.
• Public agency or transit environment.

Skills & Abilities

• Ability to interpret and apply eligibility criteria and policy requirements.
• Strong data analysis and reporting skills.
• Ability to communicate clearly with customers, staff, vendors, and leadership.
• Attention to detail, discretion, and sound judgment.
• Administering or configuring software platforms.

• High school diploma or general equivalency degree (G.E.D.)

Preferred

• 2 years of college coursework or related programs.

• 2-3 years of experience working with software systems, databases, or technology platforms.
• 2-3 years of experience coordinating transportation programs, eligibility processes, or customer-focused services.

None

Any combination of education, experience, and training that provides the required knowledge, abilities, and skill to perform the duties of the position.

This job description does not state or imply that the above are the only duties and responsibilities assigned to this position. Employees holding this position may be required to perform any other job-related duties as requested by management.