Applications must be received by Wednesday, February 11, 2026, at 9:00 pm PST for consideration.

Please attach a cover letter to the application. Your cover letter should address why you are interested in this position and what makes you a good fit for this role.

In-person interviews are tentatively scheduled to be held on Friday, February 20, 2026. Please plan to be available. Options for online testing will be February 12-15.

COMPENSATION: 2025/2026 Rates

• Pay range is Step A $30.14- Step F $37.68. Non-Exempt hourly, represented position.

JOB SUMMARY:

Performs WTA’s paratransit eligibility certification process by processing applications and performing interviews. Performs the no-show policy and suspension process. Works on Mobility team activities such as rider access and training.

ESSENTIAL JOB FUNCTIONS:

In conjunction with the Mobility Coordinator

1.Eligibility Coordination:

a. Process: Assists new and re-certifying paratransit applicants in completing the eligibility application process. Reviews application information and determines service eligibility. Determines adequacy of information provided, performs in-person assessments (inside and outside of the office, in applicant residence, as needed), conducts professional verifications and gathers other information required for an eligibility determination. Communicates decisions, appeals process and guidance on how to use the fixed route and paratransit services. Works with paratransit applicants and riders to determine other transportation options, including using the fixed route system. Communicate with medical professionals, caregivers and community advocates in connection with the eligibility process. Advises the Americans with Disabilities Act (ADA) Coordinator/Paratransit Manager of Reasonable Modification requests to render a decision. Conducts no-show violation analysis, including coaching riders to reduce no-shows and late cancels, as well as sending notification of service suspension.

b. Appeals: Assists with Eligibility Appeal process.

c. Location Assessments: May conduct location checks (access checks) and mobility checks (in-home assessments), distance and geography data confirmation, path of travel research and other matters related to ADA requirements and eligibility determinations. Monitors riders for changes in functionality and/or eligibility expiration dates. Takes actions appropriate for re-certification or changes to eligibility status.

2.Policy and Regulation Compliance: Keeps abreast of regulatory changes and industry best practices. Attends conferences and training as needed. Completes certification programs as needed. In conjunction with Paratransit Manager, analyzes ridership, service efficiency, ADA compliance, and other key performance indicators.

3.Training:

a. Assists with training for Transit Operators, Customer Service Representatives (CSRs), Dispatch and other WTA personnel in areas related to ADA compliance, passenger assistance, disability awareness, and eligibility process.

b. May provide base level travel training on both the fixed route and paratransit services. Refers higher level (more complicated, on-going) travel training opportunities to the Travel Trainer.

4. Records and Communication: Maintains confidential client records (physical and electronic) for managing rider eligibility, application and appeal process, including correspondence related to these processes. Assures appropriate confidentiality with internal and external communications.

ADDITIONAL JOB FUNCTIONS:

1. Assists with presentations to organizations, senior centers, assisted living communities, and other places regarding fixed route service, paratransit service and travel training. May assist with tabling, logistics, customer service and other duties as needed at community outreach events.

2. Approves Personal Care Attendants for both paratransit and fixed route service.

3. Serves as a resource for passengers experiencing issues accessing services, such as physical locations, communications and processes (i.e. service expectations, difficulty understanding the booking process, etc.).

4. Upholds best practices and WTA’s best interests while complying with ADA, Federal Transit Administration (FTA), and State guidelines.

5. Participates in ongoing organization training on issues related to the position and organization.

6. Performs other related duties as assigned.

QUALIFICATIONS:

To perform this job successfully, each essential function must be performed satisfactorily. The requirements listed below are representative of the knowledge, experience, skill, and ability required.

KNOWLEDGE:

• Knowledge of modern office procedures, methods and equipment.
• Knowledge of Microsoft Office with intermediate proficiency in Word, Excel and PowerPoint.
• Proficiency with English language, grammar and punctuation.
• Knowledge of Whatcom County geography including roads, streets, landmarks and topography.
• Some knowledge of terminology and issues related to people with disabilities and medical diagnostics, with the ability to gain a working knowledge in these areas.
• Some knowledge of the Americans with Disabilities Act with the ability to become proficient with the ADA, particularly as it relates to public transportation.

SKILLS AND ABILITIES:

• Ability to act with integrity, professionalism and confidentiality.
• Ability to understand and apply WTA and Departmental policies and procedures.
• Work effectively with co-workers at all levels of the organization, as well as people affiliated with other organizations.
• Make consistent, fair, and well-considered decisions.
• Work independently and manage time well.
• Handle stress and continue to perform all duties with efficiency in a courteous, responsible and timely manner.
• Communicate effectively, both orally and in writing, with employees at all levels of the organization, outside agencies and with the general public.
• Collaborate with WTA staff from all departments.
• Use sensitivity and patience when working with the elderly and persons with disabilities.
• Maintain detailed knowledge of WTA transit routes and service area.
• Learn and become proficient with WTA’s proprietary software and systems.

WORKING CONDITIONS, TOOLS AND EQUIPMENT:

Duties are performed primarily in an office environment but also require travel to transit terminals and community meetings, and occasional travel outside Whatcom County. Typical office equipment used to accomplish job tasks includes computer, printer, fax machine, photocopier, calculator, telephone.

EDUCATION AND EXPERIENCE:

• Education: High School diploma or equivalent, required. Associate’s Degree in Health and Human Services or related field, preferred.
• Experience: A minimum of two (2) years’ related work experience involving customer service, public contact and general administrative skills, required. Experience in a medical or social-service environment or working with the elderly and/or people with disabilities, preferred. Basic word-processing and spreadsheet programs, required. Transit experience, preferred. Knowledge of disability issues, ADA legislation and other regulations governing public transportation, preferred.

Other combinations of education and experience which would provide the applicant with the desired qualifications required to perform the job may be considered.

LICENSE OR CERTIFICATES:

Valid Washington State driver’s license at time of hire in order to operate WTA vehicles.

PHYSICAL REQUIREMENTS:

• Ability to perform essential job functions includes, but is not limited to: communicating (hearing, speaking and writing); standing, stooping or bending, all for extended periods of time; walking; climbing stairs and ladders; pushing/pulling approximately 50 pounds for a distance up to 10 feet, and lifting and carrying approximately 30 pounds. Looking under vehicles and lifting items weighing up to 15 pounds overhead. Ability to have full and complete use of all limbs to assist people with disabilities (such as assisting up and downstairs and pushing people using wheelchairs).
• Prolonged periods of sitting at a desk and working on a computer.
  Must be able to access and navigate each Division at the organization’s facilities.

SPECIAL REQUIREMENTS:

• Participation in WTA’s Drug and Alcohol Abuse Prevention Program is a requirement of employment which includes reasonable suspicion drug and alcohol testing.
• Must pass a driving record check.
• Must pass a comprehensive background check.

REASONABLE ACCOMMODATION:

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

An Equal Opportunity Employer
Women and Minorities Encouraged to Apply
Drug and Alcohol-Free Workplace including marijuana