Paratransit Field Operations Supervisor

Department: Charlotte Area Transit System Department

Salary: $66826.00 - $96061.79 Commensurate with Experience

Thank you for your interest in joining the team that keeps Charlotte moving at a very exciting time for our organization. At the Charlotte Area Transit System (CATS) were committed to delivering safe reliable and innovative transit services for our growing community and we value employees who bring professionalism passion and a commitment to public service.

This position is currently employed by CATS a department of the City of Charlotte. With the passage of the PAVE Act and last years sales tax referendum CATS is preparing to transition from a City department to the newly created Metropolitan Public Transit Authority (MPTA). The MPTA was established to strengthen regional transit governance improve accountability and support longterm investment in mobility. Its an important and exciting step forward for transit in our region.

Employees hired into this role will remain City employees through December 31 2026 and will transition to MPTA employment on January 1 2027. Benefits and compensation will follow City provisions through 2026 and shift to MPTA provisions in 2027 with clear information shared in advance. Your core duties reporting structure and daily responsibilities will remain consistent with no break in service. If anything delays the transition your City employment including compensation and benefits will remain in place until the move to the MPTA occurs.

The creation of the MPTA positions us for a more modern sustainable and efficient transit system one that can better support the Charlotte region for decades to come. Were excited about whats ahead and appreciate your interest in being part of it.

SUMMARY

The Paratransit Field Supervisor provides on-street supervision and frontline operational support to help ensure safe reliable accessible and customer-focused paratransit service. Reporting to the Paratransit Transportation Operations Manager this role monitors service delivery in the field supports operators in resolving service issues responds to incidents and rider needs and helps maintain compliance with ADA-related service requirements agency procedures and customer assistance standards.

This position serves as a key field presence within the paratransit operation and works closely with operators dispatch customer support and other internal partners to address service disruptions assist with passenger needs conduct field observations and support a positive rider experience. The Paratransit Field Supervisor helps translate agency expectations into day-to-day field response practical coaching and dependable service oversight.

Major Duties and Responsibilities

Field Service Monitoring and Operator Support

• Patrol assigned service areas to monitor trips operator performance service conditions and rider needs.
• Provide on-street support to operators during service delivery challenges including assistance with trip procedures rider concerns and route-related issues.
• Help maintain safe accessible and customer-focused service by supporting operators in real-time field conditions.
• Monitor field activity and identify issues affecting service reliability rider experience or compliance with agency expectations.

Incident Response and Service Recovery

• Respond to service issues incidents customer concerns and emergencies affecting paratransit service.
• Assist in resolving service disruptions delays late trips no-shows reassignment needs and other real-time operating issues in coordination with dispatch and leadership.
• Support recovery actions during field events and help maintain continuity of service whenever possible.
• Escalate significant operational safety or customer issues in accordance with agency procedures.

ADA Rider Assistance and Compliance Oversight

• Assist operators in resolving passenger boarding challenges securement issues mobility device accommodations and other rider assistance needs.
• Conduct ride checks field audits vehicle checks and related observations to support safe service delivery and ADA compliance.
• Promote respectful safe and dignified interaction with riders with diverse mobility needs.
• Reinforce compliance with agency procedures customer assistance expectations and safe operating practices in the field.

Documentation Communication and Follow-Up

• Document incidents service delays unsafe conditions customer interactions and other field observations accurately and in a timely manner.
• Communicate service updates field concerns and operational observations to leadership dispatch and other appropriate staff.
• Prepare shift activity reports and other required documentation related to daily field activity.
• Support follow-up on performance concerns customer issues and service problems as directed.

Other Duties

• Support special events detours service changes and other operational adjustments as directed.
• Promote positive rider relations safety awareness and respectful operator-rider interactions.
• Perform other related duties as assigned.

Core Competencies

Field Operations Support: Ability to provide effective on-street operational support in a dynamic paratransit service environment.

• Maintains focus on safe and reliable daily service delivery.
• Supports operators and riders in real-time field conditions.
• Helps maintain continuity and responsiveness across the service day.

Service Monitoring and Real-Time Response: Ability to recognize field issues quickly and respond appropriately to service disruptions incidents and rider concerns.

• Maintains situational awareness across multiple service conditions.
• Responds calmly and practically to changing field demands.
• Supports timely escalation and service recovery when needed.

ADA and Rider Assistance Awareness: Ability to understand how field practices affect rider access dignity and service quality in a paratransit environment.

• Reinforces safe and respectful rider assistance practices.
• Maintains focus on accessibility and passenger needs.
• Supports compliance with ADA-related service expectations.

Communication and Documentation: Ability to communicate clearly and maintain accurate records related to field activity incidents and service issues.

• Shares information clearly with operators dispatch and leadership.
• Documents observations and incidents accurately and completely.
• Supports traceability and operational follow-through.

Customer Service and Professionalism: Ability to interact respectfully and effectively with riders operators and coworkers in visible service environments.

• Promotes positive rider relations and respectful service.
• Models professionalism in customer-facing situations.
• Supports a culture of safety accountability and customer care.

Knowledge Skills and Abilities

Knowledge of:

• ADA paratransit service requirements and safe mobility assistance practices
• Paratransit operating rules operator procedures and customer service standards
• Field incident response steps and documentation guidelines

Skill in:

• Supporting operators during service delivery challenges
• Communicating professionally with riders operators and dispatch staff
• Observing and documenting field activity with accuracy and clarity

Ability to:

• Stay calm resourceful and responsive in dynamic field conditions
• Prioritize multiple service needs and adjust quickly to changing circumstances
• Interact respectfully and effectively with riders with diverse mobility needs

Minimum Qualifications

• High school diploma or GED and two (2) years of experience in paratransit operations field supervision transit service delivery customer operations or a related function; or an equivalent combination of education and experience.
• Experience working in a customer-facing transportation or mobility service environment.
• Experience responding to service issues customer concerns incidents or operational disruptions in real time.
• Experience applying operating procedures customer assistance expectations or safety practices in day-to-day work.
• Experience documenting field activity incidents inspections or related operational observations.

Preferred Qualifications

• Experience in public transit paratransit demand-response transportation or another mobility service environment.
• Experience conducting ride checks field audits vehicle checks or service observations.
• Experience supporting ADA-related service delivery passenger assistance or securement-related practices.

CONDITIONS OF EMPLOYMENT

The Citys Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes but is not limited to: reference checks social security verification education verification criminal conviction record check and if applicable a credit history check sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidates written authorization before obtaining a criminal background report motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process candidates may be asked to take a skills test and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race religion color sex national origin marital status age disability sexual orientation political affiliation or on the basis of actual or perceived gender as expressed through dress appearance or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby where self-service application kiosks are available. They are located in our office at 700 East 4th Street Suite 200 Charlotte NC 28202. We are open Monday through Friday from 9:30 a.m. to 3:30 p.m. (EST) excluding official City holidays.

For questions about your application or the hiring process please email

The City of Charlotte is committed to making our services and programs accessible to all. Upon request auxiliary aids written materials in alternate formats language access and other reasonable accommodations or modifications will be provided. To make a request please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Clickhereto learn more about the City of Charlottes benefits.

The City of Charlotte is a drug and alcohol-free workplace.