Operations Service Monitor

About the Department

Salary Placement

• The salary range provided above represents a good-faith estimate of the salary the Agency expects to pay for this classification. The Agency reserves the right to set salary placement outside of the listed range based on factors including, but not limited to, qualifications and experience, position complexity, internal equity, and organizational need. Employment Type: At-Will/Non-Union Represented. Schedule: Flexible (9/80; after the training period is satisfactorily completed). A flexible schedule is dependent on satisfactory job performance, conduct, and attendance and/or may be withdrawn at any time to meet agency needs. * This position is based at Access Services Headquarters in El Monte and requires a minimum of two (2) in-person workdays per week. A hybrid work arrangement may be available for the remaining workdays, subject to operational needs and management approval. Any remote work arrangement is not guaranteed and is contingent upon satisfactory completion of applicable training periods, job performance, conduct, attendance, and agency needs, and may be modified or withdrawn at any time. Remote work days may still require travel to contractor sites or other field locations as business needs dictate. Regular travel to contractor sites throughout Los Angeles County is required.

SUMMARY

SUPERVISORY RESPONSIBILITIES

• Works under the general supervision of the assigned Project Administrator and may receive limited guidance from a Senior Operations Service Monitor.

ABOUT US

Position Duties

• Duties may include, but are not limited to, the following: Audits contractor’s employee training files for contractual compliance. Conducts on-site inspections and monitors, audits, and evaluates services provided by Access contractors. Documents the monitoring and auditing activities in reports, memorandums, presentations, emails, etc. as directed. Attend and evaluate contractor training for drivers, reservation agents, and dispatchers. Ensures contractors meet performance standards and comply with contracts, policies, and procedures. Investigates and reports unsafe operating practices or vehicle conditions. Meets regularly with the Operations Service Monitor team to discuss operational observations and collaborate on solutions. Monitors the reservation process and completes observation reports to ensure customers are served courteously and efficiently. Participates in emergency/disaster preparedness drills and aids in actual emergency/disaster response activities. Participate in community outreach activities. Provides oral reports to Access’ Community Advisory Committee. Willing to work assigned shifts, which may include weekends and nights. Other job duties as assigned.
• Audits contractor’s employee training files for contractual compliance.
• Conducts on-site inspections and monitors, audits, and evaluates services provided by Access contractors.
• Documents the monitoring and auditing activities in reports, memorandums, presentations, emails, etc. as directed.
• Attend and evaluate contractor training for drivers, reservation agents, and dispatchers.
• Ensures contractors meet performance standards and comply with contracts, policies, and procedures.
• Investigates and reports unsafe operating practices or vehicle conditions.
• Meets regularly with the Operations Service Monitor team to discuss operational observations and collaborate on solutions.
• Monitors the reservation process and completes observation reports to ensure customers are served courteously and efficiently.
• Participates in emergency/disaster preparedness drills and aids in actual emergency/disaster response activities.
• Participate in community outreach activities.
• Provides oral reports to Access’ Community Advisory Committee.
• Willing to work assigned shifts, which may include weekends and nights.
• Other job duties as assigned.

Minimum Qualifications

• A combination of education, experience, and training that has provided the necessary knowledge, skills, and abilities is required for entry into the classification. Reasonable accommodations to enable qualified individuals with disabilities to perform the essential functions may be made. A typical combination includes: Education Graduation from high school or General Education Development (GED) equivalent is needed. An associate degree in public or business administration or a degree in a similar field is highly desirable. Experience Two years of transit and/or paratransit operation experience is desirable. An equivalent combination of education and experience may be considered. Licenses/Registrations By the time of appointment, applicant must have a valid Class C California Motor Vehicle Driver's License. The license must not be suspended, restricted, or revoked. An applicant’s driving record that shows more than one (1) DMV point violation within the last year, will not be appointed. Must be insurable under Access’ vehicle insurance program (disqualifying factors include V.C. misdemeanors). Certificates Transportation Safety Institute (TSI) Certification in Train-the-Trainer Driver Training is desired. Completion of (or ability to complete within the first six months in the position) National Incident Management System (NIMS) ICS Certifications in the following courses: 100, 200, and 700. KNOWLEDGE, SKILLS & ABILITIES Knowledge of: Paratransit operation, specifically in the area of call center, dispatch and driver operations is highly desired. State and Federal laws governing the transportation of riders with disabilities. Computer software programs such as Microsoft Office Suite and familiarity with paratransit routing and scheduling software are desired. Working with the elderly and people with disabilities. Geography of greater Los Angeles County. Skill in: Demonstrates a proactive, self-motivated approach to achieving departmental goals and delivering measurable outcomes. Maintains high standards of accuracy across tasks, documentation, and reporting to ensure operational excellence. Identifies and addresses issues involving internal processes, external contractors, and database systems with effective problem-solving strategies. Delivering clear, professional communication in both verbal and written formats, fostering transparency and collaboration across teams. Collaborating seamlessly with colleagues, supporting a positive team culture and shared success. Ability to: Proactively identify and resolve operational issues, offering constructive recommendations to enhance efficiency and overall performance. Demonstrates versatility by thriving in both team-based settings and autonomous roles, ensuring consistent productivity and accountability. Maintains a strong commitment to delivering exceptional service, with a focus on continuous improvement in customer experience and satisfaction. Skillfully define complex problems, gather and interpret relevant data, and draw sound, evidence-based conclusions to inform decision-making. WORKING CONDITIONS The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Physical Demands This position requires extended periods of sitting, with occasional walking and standing throughout the workday. The employee must be able to communicate effectively in English, both verbally and in writing, as regular interaction with staff, vendors, and the public occurs in person and by telephone. Manual dexterity is essential, including the frequent use of hands and fingers to operate a computer, telephone, keyboard, and other office equipment. The role also involves bending, stooping, squatting, and reaching to access, organize, and retrieve files, supplies, and records, as well as lifting and moving documents or materials weighing up to 20 pounds. Specific vision abilities required include close vision and the ability to adjust focus for reading and working with office equipment. Additionally, the employee must be able to operate a company-provided vehicle for business-related travel. Mental Demands The position requires a high level of cognitive engagement, including meticulous attention to detail for identifying subtle inconsistencies and ensuring accurate record-keeping and assessment. Strong critical thinking skills are essential for analyzing complex information and making sound decisions. The ability to recognize patterns and trends supports proactive problem-solving, while effective planning and managing time appropriately. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job: The noise level in the field environment varies considerably. In the course of employment, an employee may visit a service contractor or other contractor’s premises, which may include exposure to outdoor weather conditions, or fumes or airborne particles from motor vehicles. Note: The statements herein are intended to describe the general nature and level of work being performed by employees to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, skills, or abilities required of personnel so classified.
• By the time of appointment, applicant must have a valid Class C California Motor Vehicle Driver's License. The license must not be suspended, restricted, or revoked. An applicant’s driving record that shows more than one (1) DMV point violation within the last year, will not be appointed. Must be insurable under Access’ vehicle insurance program (disqualifying factors include V.C. misdemeanors).
• The license must not be suspended, restricted, or revoked. An applicant’s driving record that shows more than one (1) DMV point violation within the last year, will not be appointed.
• Must be insurable under Access’ vehicle insurance program (disqualifying factors include V.C. misdemeanors).
• Transportation Safety Institute (TSI) Certification in Train-the-Trainer Driver Training is desired.
• Completion of (or ability to complete within the first six months in the position) National Incident Management System (NIMS) ICS Certifications in the following courses: 100, 200, and 700.
• Paratransit operation, specifically in the area of call center, dispatch and driver operations is highly desired.
• State and Federal laws governing the transportation of riders with disabilities.
• Computer software programs such as Microsoft Office Suite and familiarity with paratransit routing and scheduling software are desired.
• Working with the elderly and people with disabilities.
• Geography of greater Los Angeles County.
• Demonstrates a proactive, self-motivated approach to achieving departmental goals and delivering measurable outcomes.
• Maintains high standards of accuracy across tasks, documentation, and reporting to ensure operational excellence.
• Identifies and addresses issues involving internal processes, external contractors, and database systems with effective problem-solving strategies.
• Delivering clear, professional communication in both verbal and written formats, fostering transparency and collaboration across teams.
• Collaborating seamlessly with colleagues, supporting a positive team culture and shared success.
• Proactively identify and resolve operational issues, offering constructive recommendations to enhance efficiency and overall performance.
• Demonstrates versatility by thriving in both team-based settings and autonomous roles, ensuring consistent productivity and accountability.
• Maintains a strong commitment to delivering exceptional service, with a focus on continuous improvement in customer experience and satisfaction.
• Skillfully define complex problems, gather and interpret relevant data, and draw sound, evidence-based conclusions to inform decision-making.

Other Qualifications

• The Selection Process This recruitment is open continuously to meet the needs of the Agency as vacancies occur and may close at any time. Applicants who best meet job-related qualifications will be invited to participate in the examination process. Applicants will receive an e-mail notification of their status in the selection process. The selection examination may consist of any combination of written, performance, and/or oral appraisal exams. Examination parts will be weighed according to their relevancy to the job performance criteria. This recruitment may establish an eligibility list to fill future positions in similar classifications within the organization. Pre-employment As a federal grantee, Access Services maintains a drug-free working environment as prescribed by the 1988 Drug-Free Workplace Act. All potential employees are required to obtain satisfactory results from an administrative screening, successfully pass a post-offer pre-employment medical exam, and obtain a verified negative pre-employment drug test administered by Access Services and its service agents. Emergency/Disaster Response - Service Workers All Access Services employees are designated Emergency/Disaster Response - Service Workers through state law (California Government Code Section 3100-3109). Employment with Access Services requires the acknowledgment to this effect. Employees are required to complete all related training as assigned and to return to work as ordered in the event of an emergency. Immigration and Reform Control Act In compliance with the Immigration and Reform Control Act of 1986, Access Services will only hire individuals who are legally authorized to work in the United States. Access Services does not provide sponsorship. E-Verify Access Services is an E-Verify employer. E-Verify is an internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of newly hired employees in the United States. Access Services does not sponsor H-1B or related work visas. An Equal Opportunity Employer Access Services is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Access Services will provide reasonable accommodations to qualified individuals with disabilities.

The Selection Process

Pre-employment

Emergency/Disaster Response - Service Workers

Immigration and Reform Control Act

E-Verify

An Equal Opportunity Employer

Benefits

• Below is a summary of the comprehensive benefits program offered by Access Services, which includes: Medical Access offers coverage between two medical providers, Kaiser and Anthem. All regular full-time employees and eligible dependents may participate in Access’ comprehensive health coverage. Access offers plans through a health maintenance organization (HMO) and a preferred provider organization (PPO). Access contributes 90% of medical insurance premiums for employees and eligible dependents enrolled in a health maintenance organization (HMO). Access contributes 80% of medical insurance premiums for employees and eligible dependents enrolled in a preferred provider organization (PPO). The 10% or 20% employee contribution is made via payroll deduction. Eligibility begins the first of the month after 30 days of employment for all new full-time employees. Upon separation of employment, plans in effect may be continued under COBRA regulations, as required by law. Access reserves the right to change, modify, or delete the healthcare coverage. Dental All regular full-time employees and their eligible dependents may participate in Access’ dental maintenance organization (DHMO) plan or preferred provider organization (DPPO) dental plan through MetLife. Coverage begins the first of the month after 30 days of employment for all new full-time employees. Access contributes 90% of dental insurance premiums for employees and eligible dependents enrolled in a dental maintenance organization (DHMO). Access contributes 80% of dental insurance premiums for employees and eligible dependents enrolled in a dental preferred provider organization (DPPO). The 10% or 20% employee contribution is made via payroll deduction. Upon separation of employment, plans in effect may be continued under COBRA regulations, as required by law. Access reserves the right to change, modify, or delete the dental coverage. Vision All regular full-time employees and eligible dependents may participate in Access’ preferred provider organization (PPO) vision plan through VSP. Coverage begins the first of the month after 30 days of employment for all new full-time employees. Access contributes 80% of vision insurance premiums for employees and eligible dependents enrolled in a preferred provider organization (PPO). The employee contribution of 20% is made via payroll deduction. Upon separation of employment, plans in effect may be continued under COBRA regulations, as required by law. Access reserves the right to change, modify, or delete the vision coverage. Chiropractic Care Coverage All regular full-time employees and eligible dependents enrolled in Access health plans may have access to Chiropractic/Manipulation Therapy. Coverage begins the first of the month after 30 days of employment for all new full-time employees. Coverage is limited to 20 visits per year. Applies to In-Network. The limit is combined across professional visits and outpatient facilities. Access reserves the right to change, modify, or delete the chiropractic coverage. Long-Term Disability All regular full-time employees are eligible to participate in Access' long-term disability plan beginning the first day of the month after 30 days of employment. This plan pays an amount equal to 66 2/3% of the employee's monthly earnings, subject to a maximum amount per month, to the age of 65 after an approved waiting period (usually 90 days of disability). All premiums for this benefit are paid for by Access. Life Insurance All regular full-time employees are eligible for group term life insurance coverage beginning the first day of the month after 30 days of employment. Access will pay the total premium cost up to a maximum benefit amount up to one time the employee's annual salary. Flexible Spending Account Plans All regular full-time employees can participate in the FSA, Flexible Spending Account plan. This plan allows employees to set aside pre-tax income to cover eligible medical and dependent care expenses. Retirement CalPERS (California Public Employees Retirement System) Miscellaneous:100% employer-paid, 2% @ 60; and PEPRA Miscellaneous (entered CalPERS system after 1/1/13): 7.75% employee paid as of 7/1/2023, 2%@ 62. Employees are vested after five years of service. Access also offers two defined-contribution plans through MissionSquare (formerly ICMA-RC), a 403(b) and 457. Defined-contribution retirement plans allow employees to invest pre-tax dollars in the capital markets where they can grow tax-deferred until retirement. Participation is both voluntary and self-directed. Employees may voluntarily contribute via payroll deduction, up to the maximum amount allowable as defined annually by the Internal Revenue Service code. Employees are 100% vested in this plan. No employer contributions are recognized in these plans. Paid Time Off (PTO) All regular full-time employees accrue PTO from the first day of employment. Access provides employees with Paid Time Off (PTO) for vacations, illnesses, injuries, medical/dental appointments, religious holidays, personal business, and emergencies as follows: 0-4 years of service, 22 days. 5-7 years of service, 27 days. 9+ years of service, 32 days. * Additional Benefits: Additional Optional Benefits: Group Term Life and AD&D, LTD, and LTC insurance at no cost to employees. Holidays (12 - fixed paid holidays) Pre-Tax Deferred Compensation 403 b and 457 Plan Tuition Assistance Program Employee Assistance Program Employment Qualifies for Loan Forgiveness (PSLF) Flexible/Hybrid Schedule (Dependent on position and department needs)
• Below is a summary of the comprehensive benefits program offered by Access Services, which includes: Medical
• Access offers coverage between two medical providers, Kaiser and Anthem. All regular full-time employees and eligible dependents may participate in Access’ comprehensive health coverage. Access offers plans through a health maintenance organization (HMO) and a preferred provider organization (PPO). Access contributes 90% of medical insurance premiums for employees and eligible dependents enrolled in a health maintenance organization (HMO). Access contributes 80% of medical insurance premiums for employees and eligible dependents enrolled in a preferred provider organization (PPO). The 10% or 20% employee contribution is made via payroll deduction. Eligibility begins the first of the month after 30 days of employment for all new full-time employees. Upon separation of employment, plans in effect may be continued under COBRA regulations, as required by law. Access reserves the right to change, modify, or delete the healthcare coverage. Dental
• All regular full-time employees and their eligible dependents may participate in Access’ dental maintenance organization (DHMO) plan or preferred provider organization (DPPO) dental plan through MetLife. Coverage begins the first of the month after 30 days of employment for all new full-time employees. Access contributes 90% of dental insurance premiums for employees and eligible dependents enrolled in a dental maintenance organization (DHMO). Access contributes 80% of dental insurance premiums for employees and eligible dependents enrolled in a dental preferred provider organization (DPPO). The 10% or 20% employee contribution is made via payroll deduction. Upon separation of employment, plans in effect may be continued under COBRA regulations, as required by law. Access reserves the right to change, modify, or delete the dental coverage. Vision
• All regular full-time employees and eligible dependents may participate in Access’ preferred provider organization (PPO) vision plan through VSP. Coverage begins the first of the month after 30 days of employment for all new full-time employees. Access contributes 80% of vision insurance premiums for employees and eligible dependents enrolled in a preferred provider organization (PPO). The employee contribution of 20% is made via payroll deduction. Upon separation of employment, plans in effect may be continued under COBRA regulations, as required by law. Access reserves the right to change, modify, or delete the vision coverage.

Chiropractic Care Coverage

Long-Term Disability

Flexible Spending Account Plans

Supplemental Questions