Coordinator, Accessibility Services

SALARY

$87,515.60

POSITION SUMMARY

Under direction, coordinates the implementation and monitoring of ADA compliance initiatives across CTA's transit system. This position ensures equitable access to public transportation for customers with disabilities through program coordination, training support, compliance monitoring, community engagement, and project assistance.

PRIMARY RESPONSIBILITIES

* Administer and support the compliance program by coordinating service observations, collecting customer feedback, and documenting compliance with accessibility service standards.

* Monitor accessibility features and service delivery across CTA facilities, vehicles, and customer touchpoints.

* Document accessibility-related customer complaints and coordinate with relevant departments to ensure timely resolution.

* Identify patterns and trends in accessibility concerns to recommend systemic improvements to service delivery.

* Coordinate ADA training for bus operators, customer service assistants, station agents, and other CTA employees on disability etiquette, mobility device securement, communication techniques, and customer assistance protocols.

* Collaborate with Operations and Training & Workforce Development departments to schedule and deliver training sessions across bus garages, CTA University, or CTA facilities.

* Develop and maintain training materials including presentations, reference guides, and instructional videos on ADA requirements and best practices.

* Provide feedback to management on training effectiveness and recommendations for program improvements.

* Participate in community events with disability advocacy organizations to provide information on accessibility at CTA, gather feedback on program initiatives, and maintain stakeholder relationships.

* Provide administrative and logistical support for the ADA Advisory Committee member meetings and Wayfinding Sub-Committee members including agenda preparation, meeting coordination, and meeting minutes.

* Coordinate CTA participation in Disability Pride Month activities and other accessibility awareness events.

* Support community outreach efforts including the Bus Familiarization Program and other customer education initiatives.

* Support CTA's accessibility programs to enhance system-wide accessibility initiatives.

* Assist with wayfinding and signage projects to ensure accessibility information is clear, consistent, and compliant with standards.

* Assist in creating and maintaining accessible communications and public-facing materials including website, brochures, announcements, and service alerts.

* Provide project coordination support for accessibility improvement initiatives across the transit system.

* Research best practices and emerging accessibility standards to inform CTA's ongoing program development.

* Performs related duties as assigned.

MANAGEMENT RESPONSIBILITIES

Reporting to this position are the following jobs:

Job Title

* Interns

CHALLENGES

* Managing multiple program areas and stakeholder relationships while maintaining attention to detail in compliance documentation.

* Coordinating training and outreach activities across multiple CTA departments and external locations.

* Navigating complex operational environments and building collaborative relationships with frontline staff.

* Balancing immediate compliance needs with long-term strategic accessibility improvements.

EDUCATION/EXPERIENCE REQUIREMENTS

* Bachelor's degree in Liberal Arts, Public Administration, Urban Planning, Disability Studies, Social Work or related field plus one (1) year of experience in ADA compliance, disability services, or accessibility program coordination, or an equivalent combination of education and experience related to the position.

PHYSICAL REQUIREMENTS

* Requires remaining in a stationary position for extended periods of time and constantly operating a computer and other office productivity machinery.

* Travel to and traverse field sites on occasion to observe service delivery

* Service Area Requirement: Exempt (Non-Union) employees must live within the boundaries of the CTA Statutory Service Area either at the time of employment or within 6 months of beginning employment at CTA.

KNOWLEDGE, SKILLS, AND ABILITIES

* Strong understanding of ADA requirements, accommodations, accessibility standards, and disability etiquette.

* Excellent written and verbal communication skills with ability to interact professionally with diverse stakeholders including frontline staff, customers with disabilities, advocacy organizations, and management.

* Strong organizational and project coordination skills with ability to manage multiple priorities and deadlines.

* Proficiency in Microsoft Office Suite and database management tools.

* Strong analytical skills with attention to detail and ability to identify patterns in compliance data.

* Ability to handle sensitive situations with diplomacy and maintain confidentiality.

* Demonstrated ability to build collaborative partnerships across internal departments and external agencies.

* Ability to work independently with minimal supervision while keeping management informed of progress and concerns.

WORKING CONDITIONS

* General office environment.

* Subject to work outside normal business hours (including evenings and weekends) to attend scheduled events, community meetings or conduct site visits, etc, and meet project deadlines or respond to CTA emergencies.

* May be required to travel to and from CTA facilities.

* Subject to weather conditions when traveling to field locations.

EQUIPMENT, TOOLS, AND MATERIALS UTILIZED

* Personal computer and related software (Microsoft Word, Power Point, Excel), standard office equipment.