Ombudsman & Accessibility Officer

Job Summary

Reporting to the CEO, Spokane Transit’s Ombudsman is a neutral resolution/dispute practitioner whose major function is to provide confidential, informal, and independent assistance to customers with concerns or questions. The Ombudsman will serve as neutral council by providing recommendations and educating  STA’s management team on how policies and practice impact our customers. The Accessibility Officer monitors and assures Spokane Transit’s compliance with the Americans with Disabilities Act (ADA) (excluding Title I) and the Washington State Law against Discrimination (WLAD) as it relates to customers and public accommodations. The role will also manage on-going programs, short-term projects, and general research for the CEO.

Ideal Candidate Profile

The ideal candidate will have demonstrated through progressive professional assignments the following skills and experience:

  • Ability to tactfully engage customers in frank and diplomatic discussions with customers regarding issues with or questions about the organization
  • Able to remain objective and neutral during complaint investigations
  • Familiarity with and committed to ADA compliance
  • Analytical and able to identify trends
  • Comfortable presenting to audiences at all levels of the organization

Our Benefits

  • Annual salary of $84,560 – $113,319 depending on qualifications
    • Up to $3,000 in sign-on bonuses available
    • PPO Medical Plans (Vision coverage included)
    • Premera Blue Cross – Your Choice 250 Heritage Plus Plan
    • Kaiser Permanente CDHP PPO Plan
    • HMO Medical Plans (Vision coverage included)
    • Kaiser Permanente Medical Core Plan
    • Kaiser Permanente Medical Core Buy-Up Plan
    • Delta Dental PPO Plan
    • WA State Public Employee’s Retirement System (PERS)
    • PERS 2 or PERS 3
    • Deferred Compensation/457 plan
    • Health Reimbursement Arrangement (HRA) employer contribution of $50/month
    • Employer Paid Basic life ($50,000), AD&D ($50,000) and long-term disability insurance
    • Pet Insurance
    • AFLAC Supplemental Insurance
    • Vacation Accrual Schedule (paid)
    • 0-4 years of continuous service – 2 weeks per year
    • 5-9 years of continuous service – 3 weeks per year
    • 10-14 years of continuous service – 4 weeks per year
    • 15+ years of continuous service – 5 weeks per year
    • Sick Leave Full-time employees –  96 hours per year maximum
    • .0462 hours earned per hour in paid status 8 hours per month maximum
    • 7 Paid Holidays
    • 4 Floating Holidays
    • Free bus passes for employee and dependents
    • Onsite workout facility
    • KEPRO Employee Assistance Program
    • Flexible schedule (9/80) available after completion of probationary period
    • For more detailed information on benefits click here

Examples of Duties

  • Serve as the designated STA staff member for questions or concerns from external customers. Represent Spokane Transit and the CEO in various community groups. Groups will include people of differing ages, education, culture, socio-economic backgrounds, physical, intellectual, developmental, and behavioral abilities and/or others who are stakeholders in public transportation.
  • Independent judgment, decision-making, considerable knowledge in communication, problem-solving skills, conflict and dispute resolution, sensitivity to people from diverse backgrounds and cultures required. Duties also require knowledge of related laws, regulations, compliance requirements, Spokane Transit’s policies and procedures, and knowledge of federal and state legislative timelines and processes.
  • Develop and maintain expertise in the Americans with Disabilities Act (ADA) and the Washington State Law against Discrimination.
  • Coordinate Spokane Transit’s compliance with the Americans with Disabilities Act, CFR 49 Parts 27, 28, and 38.
  • Update the Spokane Transit Board of Director’s policy committing to full compliance with the ADA as necessary, but at least, every five years.
  • Manage the policy, procedures, and reporting functions of the customer complaint, comment, and compliment program, including monitoring ADA complaints. Provide prompt and equitable resolutions to ADA-related complaints.

Education and Experience

Bachelor’s degree from an accredited college or university in business or public administration or a related field, and three to five years of progressively more responsible professional experience in providing analysis, evaluation, and review of services to people of differing ages, education, cultures, socio-economic backgrounds, physical, intellectual, developmental and/or behavioral abilities. Understanding of the ADA as it relates to requirements of public transportation is desirable. Master’s degree preferred.

Interested in Applying?

Qualified individuals are strongly encouraged to apply. Please submit a cover letter and resume as an attachment to your online application. If you have questions regarding this position or need assistance, please contact Andrew Tackett, HR Specialist, via email [email protected].

Spokane Transit is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of age, disability, ethnicity/race, national origin, religion, gender, gender identity, sexual orientation or veteran status.

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