Eligibility Coordinator

Job Title: Eligibility Program Coordinator

Department: Customer Care
Reports To: Director of Customer Care and Communications

Location: WeGo Public Transit Office and Various Community Locations
Status: Full-Time | Exempt

Position Overview:

The Eligibility Program Coordinator is responsible for the comprehensive management and execution of the Journey PASS Program at WeGo Public Transit. This role ensures program eligibility compliance, facilitates partnerships with local social service organizations, and supports the equitable distribution of fare cards to eligible residents. The Coordinator serves as a central liaison across departments and external partners, overseeing the lifecycle of customer applications—both online and in person—while ensuring timely processing, stakeholder training, and program integrity.

Key Responsibilities:

Program Administration & Compliance

• Oversee all aspects of the Journey PASS Program, ensuring compliance with established eligibility requirements.
• Maintain accurate records of participating agencies and customers to ensure audit-readiness and transparency.
• Monitor applications, approvals, and card distribution for accuracy and timeliness.

Stakeholder Engagement

• Build and sustain relationships with Metro social service agencies and nonprofit community partners.
• Collaborate with the Service Quality Department to implement partner certification and compliance processes.
• Provide support and oversight to external agencies assisting in card distribution.

Application & Fulfillment Process Management

• Supervise the timely fulfillment of customer applications, whether submitted online or in person.
• Coordinate with Finance and Service Quality to manage card inventory and logistics for efficient delivery.

Technology & Data Integration

• Partner with IT and Service Quality teams to integrate LIFT application workflows with Salesforce, INIT, and Quick Ticket (QT) systems.
• Troubleshoot and resolve issues related to system interfaces and data synchronization.

Training & Staff Coordination

• Assist with the recruitment, onboarding, and training of Customer Care staff supporting the LIFT Program.
• Conduct ongoing training for internal staff and external stakeholders on program procedures, systems, and updates.

Monitoring & Reporting

• Develop and implement performance metrics to assess program success and identify areas for improvement.
• Provide regular updates and reports to leadership on program reach, challenges, and outcomes.

Outreach & Public Engagement

• Lead the planning and execution of outreach events to promote awareness of the Journey Pass Program.
• Represent WeGo at community meetings and events to explain the program and application process.

Qualifications:

• Bachelor's degree in Public Administration, Social Work, Urban Planning, or a related field (preferred).
• 3–5 years of experience in project coordination, social service program management, or public sector operations.
• Proficiency in Salesforce, INIT, or other CRM and fare collection systems is highly desirable.
• Strong organizational, interpersonal, and communication skills.
• Proven ability to work with diverse communities and manage cross-functional teams.
• Detail-oriented with excellent problem-solving and time management skills.
• Bilingual skills are a plus.