Manager of Accessible Mobility Coordination & Training Development

At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, and sustainability and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

Job Summary

The Manager of Accessible Mobility Coordination and Training Development will be responsible for initiatives to ensure that current and future MBTA riders with disabilities and older adults have the knowledge and confidence to take advantage of the diverse set of accessible transportation options in the Boston region. As such, the Manager will be responsible for overseeing the travel training branch of the MBTA's Mobility Center – a one-stop shop for information and support regarding accessible transportation services. As part of this work, will proactively work to identify and build relationships with local agencies and organizations providing transportation services that may benefit individuals with disabilities and older adults in the MBTA service area.



In addition, the Manager will play an active role in developing training and related materials for 1) current and future riders regarding accessibility at the MBTA and local transportation providers, 2) MBTA employees focused on required protocols and best practices for providing accessible service to riders with disabilities and older adults.

Duties & Responsibilities

Assist with expanding and implementing initiatives to educate existing and future customers on the full scope of accessible transportation options--with an emphasis on the MBTA's fixed-route system --thereby promoting rider independence and flexibility.
Oversee all contractual obligations related to travel instruction activities provided through the MBTA's Mobility Center to ensure high performance and impact on customer experience.
Compile, analyze, and report on data to measure the effectiveness of the Mobility Center's travel instruction services and related activities.
Assist in developing materials and protocols for regularly communicating with older adults, people with disabilities, and others interested in accessible transportation to share updates regarding accessible transportation options effectively. Ensure that all materials are designed in a manner that connects with the MBTA's diverse ridership.
Oversee the development of training materials to assist older adults and riders with disabilities understand their public transportation options and promote accessibility features and upgrades on the MBTA. Materials and training will include internal MBTA operations and the Mobility Center Operations.
Assist in developing training and related materials for MBTA employees (e.g., Bus Operators, Motor persons, Transit Police Officers, engineering teams, executive staff, etc.) on required protocols and best practices related to delivering accessible services.
Provide editing/quality control for training deliverables and communications.
Design and develop curriculums and other learning solutions in multiple formats.
Analyze and communicate the metrics of learning effectiveness; provide feedback and recommendations for ongoing improvement to management.
Assist the Deputy Director of Customer Engagement with strategic planning and partnership-building efforts necessary to implement and administer programs offering alternative travel options. These options must support independence, flexibility, and equity for seniors, people with disabilities, and low-income individuals as they seek alternative mobility solutions and demonstrate cost efficiency for the agency.
Assist with building new, and expanding upon existing, partnerships with external stakeholders, e.g., businesses, advocacy, and community-based organizations, to 1) raise awareness regarding MassDOT/MBTA services, 2) identify additional accessible transportation options that may be beneficial to MBTA riders, and 3) better understand the needs of the community.
Support the MBTA's engagement with riders with disabilities, older adults, and related organizations/advocacy groups.
Assist in identifying remaining accessibility barriers, real or perceived, to customers' ability to use the MBTA's fixed-route services.
Attend events and field visits as required.
Respond courteously and professionally to each inquiry, whether from a customer, vendor, or co-worker.
Uphold the rights and interests of the Authority while building and maintaining an effective relationship with employees.
Assist in managing a workforce by ensuring the fair and consistent application and strict adherence to the rules, regulations, collective bargaining agreements, and policies of the Authority, including the EEO, Anti-Discrimination, and Anti-Retaliation policies.
Provide consistent and transparent customer communication across the delivery spectrum, including via email, web, phone, and direct mail.
Respond courteously and professionally to each inquiry, whether from a customer, vendor, or co-worker.
Perform related duties and projects assigned.

Supervision

Contractors and/or vendors

Minimum Requirements & Qualifications

Bachelor's degree from an accredited institution
Five (5) years of professional experience in training/curriculum development (includes related materials such as video/social media, etc.), mobility management, and/or relationship building skills/community organizing.
One (1) year of supervisory, managerial, leadership, and/or project management experience.
Exceptional written and oral communication skills. Ability to communicate with large audiences and facilitate meetings.
Experience working on initiatives related to disability rights and/or including older adults and people with disabilities.
Program/contract oversight experience.
Demonstrated ability to effectively lead and implement projects, particularly in a public sector environment.
Knowledge of and familiarity with the Americans with Disabilities Act related to transit services.
Commitment to MBTA's diversity and inclusion goals.
Properly handle sensitive and confidential information. Have excellent customer service and conflict resolution skills.
Ability to provide internal and external customers with a courteous and professional experience. Ability to travel to locations throughout the MBTA's service area.

Substitutions Include

A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor’s degree requirement.
An associate degree from an accredited institution an additional three (3) years of directly related experience substitutes for the bachelor’s degree requirement.
A master’s degree in a related subject substitute for two (2) years of general experience.
A nationally recognized certification, or statewide/professional certification in a related field substitutes for one year of experience.


Preferred Experience and Skills

Two (2) years of experience working on initiatives related to disability rights and/or including older adults and people with disabilities.
Professional experience within the transportation field.
First-hand experience with leveraging accessible transportation options.
Multilingual.
Mobility Management certificate and/or related experience.
Experience in curriculum design, training analysis, instructional design, and eLearning development.

Job Conditions:

Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English
Ability to provide internal and external customers with courteous and professional experiences
Ability to work effectively independently and as part of a team (or supervise, if required)
Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers
Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies
Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection)
Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and medical Clinic screening, potentially including a physical examination and drug and alcohol screenings
Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service

Disclaimers and Definitions:

General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
Work Eligibility: Although the MBTA is an Equal Opportunity Employer, all employees must be legally authorized to work in the United States for any employer and on an unrestricted basis (the MBTA does not sponsor non-US citizens). However, if you have an unrestricted work authorization, or sponsored by a separate entity, you are welcome to apply for open positions. International students taking part in CPT / STEM / OPT programs through a university are eligible for internships and co-ops with the MBTA. In compliance with federal law, all persons hired will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or hradaaa@mbta.com.
Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions.