Paratransit Field Operations Supervisor

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), we’re 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 year’s 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 long-term investment in mobility. 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.

About the role

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.

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.

Requirements

• 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

Qualifications

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.

Pay

$66,826.00 - $96,061.79

Benefits

The City of Charlotte provides a comprehensive benefits package to eligible employees. Click here to learn more about the City of Charlotte’s benefits.

Conditions of Employment

The City’s 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). Final candidates must pass a pre-employment drug-screening test and physical examination.