Under general supervision of the Director Customer Experience, performs activities related to the JTA Travel Training Program, serving as the Travel Trainer assisting customers with coordination of transportation on JTA multimodal services including regional partner agencies, and with a focus on clients eligible for services based on the Americans with Disabilities Act (ADA).
Essential Function(s):
Designs, implements and provides instruction for the Agency's travel training program.
Responsible for instruction on general transit skills, safety and well-being in street crossings, general safety skills, emergency and stranger awareness, and trip planning.
Develops individual curriculum based on client evaluation, assessment and needs; creates trip plans and follow-up as needed.
Provides travel training data and related reports.
Physically accompanies individuals and/or groups of individuals - indoors, on vehicles and outdoors -- to teach all elements of the JTA Fixed Route bus system, according to Travel Training rules and principles.
Responds to program inquiries and complaints.
Serves as liaison with clients regarding barrier assistance issues with Fixed Route system.
Develops and provides Travel Training workshops and presentations (with guidance/oversight from Marketing and according to JTA branding guidelines) to community agencies, schools, churches, senior centers, retirement homes, transportation fairs, veterans organizations and other professional organizations.
Supports Travel Training file scanning into Content Central and performs routine file audits to ensure scanning accuracy.
Ensures collateral for events is available in coordination with JTA Marketing and Print Shop.
Establish end-to-end processes (including follow-up as needed) with Travel Training customers.
Works in partnership as needed with JTA Community Outreach and/or Connexion Teams at community events. Performs related work and other duties, as assigned.
Minimum Qualifications:
A High School Diploma or the equivalent and a minimum of one to two years office/clerical, customer service experience in a service related industry. Jacksonville Transportation Authority
ESPA certified in Travel Training (or ability to become certified within 6 months of starting date)
Preferred Qualifications:
A post high school degree is preferred with prior transportation experience.
Knowledge, Skills and Abilities:
Provide a high level of direct customer service, both in person and by telephone.
Use good judgment in making decisions in accordance with policies and procedures.
Must exhibit professionalism, patience and calm demeanor with Travel Training customers.
Working knowledge of Travel Training methods and practices.
General knowledge of the Americans with Disabilities Act (ADA).
General knowledge of navigation and transit systems.
Proficient in Microsoft Office products with emphasis on and Excel, Outlook and Word.
Plan, organize and schedule work efficiently.
Meet deadlines, giving strict attention to details and accuracy.
Excellent oral and written communications skills.
Strong interpersonal skills.
Maintain a high level of confidentiality.
Provide personal transportation to and from outreach events.
Working knowledge of business English, spelling, punctuation and general mathematics.
Work Environment/Physical Demands:
The Travel Training Coordinator works within an office environment and within the JTA system. This role may be required to work nights, weekends, and/or holidays depending on the circumstance(s).