Salary : $125,257.60 - $151,424.00 Annually
Location : Seattle, WA
Job Type: Special Duty Assignment
Job Number: 2025TB24601
Department: MTD - Metro Transit
Division: Mobility
Opening Date: 07/10/2025
Closing Date: 7/20/2025 11:59 PM Pacific
FLSA: Exempt
Bargaining Unit: C4 : PROTEC17-P&T-MTD
Full- or Part-Time: Full Time
Hours/Week: 40 hours/week
Summary Open to current King County Metro employees who have passed probation in their current career service position. King County Metro's is hiring an
ADA Certification Administrator (TPIV). We are seeking a collaborative and service-oriented leader to oversee daily operations, customer service delivery, and technology coordination for our Access Paratransit certification services. This position plays a critical role in planning and managing the work of a team of Customer Service Coordinators (CSCs), ensuring exceptional support for individuals navigating the ADA paratransit eligibility process.
The successful candidate will lead daily team coordination, provide coaching and training, and serve as the primary point of contact for escalated customer concerns. This role is also deeply involved in cross-functional collaboration with internal teams, external partners such as Harborview Medical Center, and technology vendors like Spare Labs to support ongoing service delivery and system improvements.
This position requires strong organizational skills, attention to detail, and the ability to foster a responsive and inclusive customer service culture. The ideal candidate will bring experience in staff supervision, paratransit or human services program delivery, and a commitment to equitable transportation access for people with disabilities.
This recruitment will be used to fill 1 Special Duty Assignment position. In addition, this selection process may be used to generate an eligibility pool for future Special Duty Assignment vacancies that may occur in this classification within this workgroup. The eligibility pool will be retained for 12 months from the date of posting and may be used at the discretion of the hiring authority.
Job Duties Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. In this role you will apply equity and social justice principles to all aspects of the work. You will:
- Plan, schedule, and oversee daily, weekly, and monthly activities for a team of Access Certification Customer Service Coordinators (CSCs).
- Lead daily team huddles to ensure adequate phone coverage and consistent customer service support.
- Provide direct supervision, training, and ongoing coaching to CSC staff, including onboarding and development of new hires and temporary staff.
- Manage timekeeping processes, including timesheet review and approval for CSC staff.
- Serve as escalation point for elevated customer service concerns related to Access Paratransit services.
- Coordinate support for customer-facing functions, such as the ADA Paratransit evaluation process and the Transportation Resource Center at Harborview.
- Collaborate with internal and external stakeholders to ensure positive customer experiences and resolution of complex service issues.
- Lead coordination with external vendors (e.g., Spare Labs) and internal stakeholders for paratransit certification technology upgrades and implementations.
- Participate in multiple cross-functional meetings each week to guide project progress and advocate for user needs and system improvements.
- Support ADA Paratransit programs by ensuring consistent workflows, documentation, and communication protocols.
- Contribute to the ongoing improvement of service delivery models in response to changing public needs and expectations
- Process and review applicable reports
- Hold internal team meetings to set goals and expectations
- Participate on suspension panels as needed
- Working with the operations team to better
- Participate in applicable audits
- Other duties as assigned
- Partner with other supervisors and managers to clarify roles, align duties, and ensure continuity of service delivery across the Access Transportation workgroup.
- Provide input and feedback on potential role transitions and workforce planning efforts.
- Support programs like Transit Instruction and Pathway Review by coordinating with oversight leads and understanding operational challenges and public perception impacts.
- Work closely with Access operations, planning, IT, and customer communications as needed and other departments/contractors as needed
Experience, Qualifications, Knowledge, Skills Minimum Qualifications:
- A bachelor's degree in a related field and at least seven (7) years of progressively responsible experience in ADA paratransit services, or transit operations, including at least five (5) years of team supervision; OR any equivalent combination of education and experience that clearly demonstrates the ability to perform the duties of the position.
- Demonstrated experience with ADA Paratransit Certification/Eligibility services is required.
- Demonstrated skill in supervising and leading a team, including performance management, workload planning, and staff development.
- Strong knowledge of ADA regulations and their application in paratransit certification, customer service, or service planning contexts.
- Experience coordinating complex customer-facing programs involving cross-departmental or external partnerships.
- Demonstrated ability to manage multiple priorities, resolve customer concerns, and maintain service continuity in a fast-paced environment.
- Experience participating in or leading process improvements, technology implementations, or vendor coordination.
- Strong written and verbal communication skills, including the ability to communicate technical or regulatory information to diverse audiences.
Desired Qualifications
- A master's degree in public administration, transportation, social work, or a related field.
- Familiarity with paratransit eligibility processes, transportation coordination, or human services program design.
- Experience supporting or managing software implementations related to scheduling, eligibility,
Supplemental Information Required Application Materials Please provide a Letter of interest describing how you meet the minimum and desired requirements for the position, and detailing your relevant experience related to the listed job duties.
Selection Process Applicants will be screened for competitiveness, completeness, and written communication skills. Final offers are contingent on successful completion of reference checks and/or file review. It is important to note that you must get approval from your current supervisor/manager to accept a Special Duty Assignment. Pay for SDA will be in accordance with the Personnel Guidelines or the selected employee's collective bargaining agreement.
Work Location The work associated with this position will be hybrid with a combination of teleworking and onsite work as needed. The office location is at King Street Center (201 S. Jackson St., Seattle, WA). Employees must reside in Washington state and within a reasonable distance of their King County worksite to respond to workplace reporting requirements.
Work Schedule The work week is normally 40 hours, Monday through Friday. Alternative work schedules may be possible. This position is exempt from the provisions of the Fair Labor Standards Act and therefore is not eligible for overtime pay.
Union Membership: Protec17
Job Code: 241905 Transportation Planner IV
To Apply If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact: Tracy Bylund at
Forbes named King County as one of Washington State's best employers. Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play. Guided by our , we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
King County is an Equal Employment Opportunity (EEO) Employer No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
To Apply If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.
King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:
- Excellent medical, dental, and vision coverage options: King County provides eligible employees with options, so they can decide what's best for themselves and their eligible dependents
- Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
- Retirement: eligible King County employees may participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
- Transportation program and ORCA transit pass
- 12 paid holidays each year plus two personal holidays
- Generous vacation and paid sick leave
- Paid parental, family and medical, and volunteer leaves
- Flexible Spending Account
- Wellness programs
- Onsite activity centers
- Employee Giving Program
- Employee assistance programs
- Flexible schedules and telecommuting options, depending on position
- Training and career development programs
For additional information about employee benefits, visit our
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
01
Are you a King County Metro employee who has passed probation in their current Career Service position?
02
MTD - If you have a disability as defined by the Americans with Disabilities Act, will you need accommodation in the recruitment process? This confidential information is solicited for the purposes of providing reasonable accommodation.
03
MTD - Do you have any relatives employed by King County? A relative is defined as a parent, child, sibling, spouse or domestic partner, aunt or uncle, niece or nephew, grandparent, grandchild, in-laws, children, or relatives of a domestic partner.
04
MTD - If you answered yes to the previous question, does your relative work for King County's METRO Transit Department?
05
MTD - If you answered yes to the previous question, please provide the employee's name, position, and your relationship.
06
MTD - If you answered "yes" to the previous question, please provide the Division of King County Metro that they currently work in. Select all that apply.
- a. Bus Operations Division
- b. Capital Division
- c. Employee Services Division
- d. Facilities Division
- e. Finance & Administration Division
- f. General Manager's Office
- g. Marine Division
- h. Mobility Division
- i. Rail Division (including Streetcar)
- j. Safety, Security & Quality Assurance
- k. Vehicle Maintenance
- l. I do not know which Division my relative works in at Metro Transit
- m. I do not have a relative that works for King County Metro
Required Question
