Incident Report Coordinator San Jose, CA

Job Title:

Incident Report Coordinator

Department: Customer Service
Location: San Jose, CA
Reports To: Regional Manager
FLSA Status: Full Time, Non‑exempt
Wage Range: $23.00‑$25.00

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.

The Incident Report 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.

• 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 procedures
• 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 time frames
• Generate monthly, quarterly and/or fiscal year reports

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…