COAHS Transportation and Services Coordinator

Position Summary

The Transportation and Services Coordinator performs administrative, programmatic, and resident-service work in support of the Council on Aging and Human Services. The position is responsible for managing the COAHS transportation program; coordinating and overseeing nutrition and food-access programs, including Meals on Wheels, Open Table, Heart to Home, and Gaining Ground; administering the Medical Equipment Program; and assisting older adults, residents with disabilities, caregivers, and families in need by connecting them with appropriate services, agencies, and community resources.

The Coordinator serves as a key point of contact for telephone and in-person inquiries, welcomes and directs visitors, assists residents in navigating COAHS and other Town services, provides administrative and operational support to the Director, and performs related duties required for the efficient and effective operation of the department.

Expectations and Supervision

• Works under the general direction of the COAHS Director, with considerable independence in coordinating assigned programs, establishing daily priorities, resolving routine issues, and completing responsibilities.
• Coordinates services requiring self-direction, independent judgment, accountability, and appropriate discretion.
• Exercises sound judgment when addressing matters that may affect the health, safety, or well-being of older adults, residents with disabilities, caregivers, and families in need.
• Maintains a thorough working knowledge of departmental operations, programs, policies, procedures, and available community resources.
• Handles sensitive and confidential resident information in accordance with applicable laws, Town policies, and departmental procedures.
• Coordinates programs and services to ensure their effectiveness and alignment with departmental priorities and strategic goals.
• Is reviewed and evaluated in accordance with the Town’s personnel policies and procedures.

Job Environment

• Work is performed primarily in the COAHS office and other Town facilities, with occasional travel to residents’ homes, program sites, service locations, and other destinations as needed.
• Has frequent contact with older adults, residents with disabilities, caregivers, families, volunteers, service providers, vendors, Town staff, and Town officials.
• Operates an automobile, basic home medical equipment, computer, telephone, copier, and other standard office equipment.
• Has access to confidential resident, service, financial, and health-related information in the course of performing assigned duties.

Essential Duties and Responsibilities

Transportation Program

• Manages COAHS transportation programs that enable older adults and residents with disabilities to attend medical appointments, complete errands, access services, and participate in social and community activities.
• Schedules vans, van drivers, and volunteer drivers; dispatches vans; develops daily routes; assigns drivers; and arranges substitute drivers as needed.
• Drives as a back-up when necessary and attempts to arrange volunteer transportation when a COAHS vehicle or van driver is not available.
• Coordinates with the Director on the hiring, onboarding, supervision, and performance review process for COAHS drivers.
• Meets with drivers individually and as a group to share information, communicate expectations, maintain positive working relationships, solicit feedback, and resolve scheduling issues.
• Arranges for van maintenance and helps ensure vehicles are safe, reliable, and available for scheduled use.
• Ensures COAHS drivers comply with applicable Lowell Regional Transit Authority requirements, including CPR, First Aid, Defensive Driving, Disability Awareness, Passenger Safety, and random drug and alcohol screening requirements.
• Prepares transportation statistics and documentation needed for the LRTA monthly invoice.
• Documents rides and transportation-related interactions using the My Senior Center software application.
• Trains Friendly Drivers and coordinates their assignments.

Nutrition and Food-Access Programs

• Coordinates and oversees nutrition and food-access programs, including Meals on Wheels, Open Table, Heart to Home, Gaining Ground, and related services.
• Coordinates the Meals on Wheels program, administered through Minuteman Senior Services, which provides nutrition support and interpersonal engagement to homebound older adults.
• Maintains lists of Meals on Wheels recipients and volunteer drivers.
• Organizes meal pickups at the Minuteman Bedford meal site and coordinates delivery of meals to recipients by volunteer drivers.
• Coordinates, trains, and oversees paid drivers, volunteer drivers, and Meals on Wheels volunteers.
• Visits Meals on Wheels clients as needed.
• Delivers meals as a back-up when necessary.
• Completes required HIPAA training provided by Minuteman Senior Services, a Covered Entity with which the COAHS/Town of Carlisle maintains a Business Associate Agreement.
• Documents relevant service interactions in My Senior Center and maintains appropriate confidentiality regarding resident service needs, financial information, health information, and other sensitive information.

Office Management and Resident Assistance

• Supports the smooth and effective operation of the COAHS office.
• Greets older adults and other Carlisle residents in the office and directs or refers them to the appropriate COAHS staff member, Town office, agency, or community resource.
• Responds to and directs telephone and in-person inquiries.
• Serves as a welcoming and helpful point of contact for older adults and residents seeking assistance from COAHS or other Town departments.
• Provides outreach to residents turning 60.
• Manages communications related to donations, bereavement, and insurance reimbursement for senior fitness classes.
• Collects and documents volunteer hours.
• Performs CORI checks for new volunteers.
• Processes receipt of fees and donations and submits deposits to the Town Treasurer.
• Oversees the Medical Equipment Program, which assists residents with short- and long-term loans of essential medical equipment.

Administrative and Staff Responsibilities

• Provides administrative and operational support to the COAHS Director.
• Collaborates regularly with the COAHS Community Services Coordinator, COAHS Program Manager, COAHS Director, and other Town staff.
• Attends COAHS and other meetings as requested.
• Provides program and activity updates at monthly staff meetings.
• Meets regularly with the COAHS Director to share information, coordinate priorities, and collaborate on department operations.
• Performs related duties as assigned.

Professional Development

• Pursues relevant professional development opportunities as available and appropriate.
• Maintains knowledge of programs, services, best practices, and community resources relevant to older adults, residents with disabilities, caregivers, and families in need.

Interpersonal Abilities

The successful candidate will have:

• Excellent customer service and interpersonal skills.
• Strong oral and written communication skills.
• Creative and resourceful problem-solving and troubleshooting abilities.
• Ability to work independently and exercise sound judgment.
• Ability to work collaboratively as part of the COAHS team and with other Town departments, volunteers, service providers, and community partners.
• Ability to handle sensitive situations with professionalism, compassion, confidentiality, and discretion.
• Ability to manage multiple priorities, respond to resident needs, and maintain accurate records.

Education and Experience

• Associate’s degree required; bachelor’s degree preferred.
• Minimum of two years of experience in transportation coordination, human services, municipal services, aging services, or a related field preferred.
• Experience with Council on Aging, human services, volunteer coordination, transportation programs, or community-based services preferred.
• Equivalent combinations of education and experience may be considered.

Special Requirements

• Proficiency with personal computers and standard office software, including Microsoft Word, Excel, PowerPoint, internet-based applications, and report generation.
• Ability to use or learn MySeniorCenter software and customer engagement applications such as SurveyMonkey and Mailchimp.
• Valid motor vehicle driver’s license.
• Access to a dependable vehicle. This position cannot be performed remotely.
• Ability to complete required trainings, background checks, and certifications associated with assigned programs, including CORI checks and applicable transportation, safety, confidentiality, and HIPAA-related training.

Physical Requirements

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is required to be able: to walk, stand, sit, communicate; to handle, feel, or operate objects, tools, or controls; to reach with hands and arms to pick up paper, files, and other common office objects; to occasionally lift or move objects weighing up to 30 pounds; to access all areas of a client’s residence; to have the physical ability to operate a motor vehicle. Vision and hearing must be correctable to normal ranges.

(This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the need of the employer and requirements of the job change)