Incident Report Coordinator

About the role

The Company since 1991, R&D Transportation Services, Inc. (R&D) is a transportation management and consulting firm that has successfully worked with California Regional Centers and School Districts to deliver a comprehensive brokerage model that consists of Scheduling, Billing and Contract Administration, Customer Service Center, and Quality Assurance for Field Operations. Although not a direct transportation service provider, R&D coordinates with vendors to ensure that they operate safe, reliable and efficient transportation services for people with developmental and/or physical disabilities.

Responsibilities

• Factgather and document all followup conducted with pertinent parties (transportation vendor, family/care provider, day program and Regional Center personnel) for each reported special incident
• Collaborate extensively with internal and external parties to document effective resolutions with the goal to help riders successfully continue to use curbside transportation services
• Create Individualized Transportation Plan (ITP) that outlines the participant’s needs, specific seating arrangement and alternative positive activities
• Coordinate with Scheduling and QA Departments to coordinate meeting and training with transportation vendor for the successful implementation of Individualized Transportation Plan (ITP)
• Maintain current progress notes by utilizing the Incident Report Log for outstanding incident reports
• Generate monthly, quarterly and/or fiscal year reports
• Communicate effectively with Regional Center personnel and/or contractors regarding behavior modification efforts for individuals with the goal to reinstate transportation services when possible
• Participate in project team meetings and/or working sessions
• Proactively monitor unresolved incidents and collaborate with project team members to support positive outcomes for the people we serve
• Effectively communicate and collaborate with transportation vendor, day program and Regional Center personnel in response to inquiries and service complaints
• Conduct customer satisfaction surveys to monitor that service providers fulfill service expectations related to safety, punctuality, customer service, etc.
• Collaborate with Regional Center personnel, programs, and residential placement to generate ITP when new participants require transportation with individual 1:1 attendant support
• Conduct semiannual reviews pertaining to individuals that are assigned a 1:1 or general route attendant to assess and evaluate the need by collaborating with internal and external parties

Qualifications

• High school diploma, some college preferred; or two to four years related experience and/or training in a high-volume call center required; or equivalent combination of education and experience
• Spanish language required
• Excellent customer service skills (3+ years preferable)
• Confidentiality of all information is essential
• Exceptional written and verbal communication skills including active listening and strong presentation skills
• Computer literacy skills, proficiency in MS Office Suite: Outlook, Excel, Word, Access and PowerPoint
• Excellent reading and language comprehension
• Attention to detail and the ability to identify errors or inconsistencies
• Ability to gather, relate and summarize information into logical conclusions
• Ability to set priorities and manage time effectively
• Ability to collaborate with team at all levels of the organization