Eligibility & Training Specialist (Transit Services)

Job Number: 5042
Job Type: Full-Time
Vacancy Reason: Backfill
Location: 250 Strasburg Rd - Transit-Strasburg Road Ops
Job Category: Transportation
Number of Positions: 1
Department: Transit Customer Service
Division: Transportation Services
Hours of Work: 35
Work Schedule: Monday - Friday, 8:30am - 4:30pm
Union: CUPE 1883
Grade: CUPE 1883 Grade 012
Salary Range: $40.17 - $45.52 per hour
Posting Date: October 22, 2026 at 12:00am

About Us!

The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:

• Taking only what we need
• Leaving some for others
• Keeping the dish clean

This agreement underpins our vision, mission, and core value, and reinforces our dedication to meaningful reconciliation and equity.

Waterloo Region is home to over 674,000 residents and expected to grow to nearly one million by 2051. Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we prioritize homes for all, climate aligned growth, equitable services and opportunities and a resilient and future ready organization. Our mission is to provide essential services that enhance the quality of life for all residents, while our core value emphasizes caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.

The Role

Develops and delivers public education and training programs for conventional and specialized transit services. Liaises with new registrants, and community agencies to promote services and facilitate presentations/training. Processes specialized transit and related service applications to determine eligibility, per criteria. Liaises with transit operations staff regarding related customer service provisions.

Duties/Responsibilities

• Develops, promotes, and delivers educational programs and information sessions regarding transit services to individuals, the public, and other stakeholders experiencing difficulties/barriers with using conventional transit services. Surveys same for feedback on current and future transit programs.
• Develops and facilitates transit orientation and training (one-on-one, groups), for new specialized transit customers, individuals with cognitive and other disabilities, and customers experiencing difficulty using conventional transit services.
• Develops and conducts sensitivity training for transit operators on customer service standards and disability awareness, as a part of transit operator training.
• Processes applications for specialized transit and related service applications (Commuter Bus, Support Person) per eligibility criteria. Determines eligibility for services based on same, including need for further professional assessment.
• Processes appeals, coordinates, and schedules eligibility appeal meetings. Collates information for appeal panel, provides information, and corresponds with customers regarding appeal decisions.
• Investigates and resolves customer complaints/concerns related to specialized transit services, as necessary (e.g., no-shows, late cancellations, behavior concerns, hygiene, non-payment of fares). Records correspondence details in customer service database. Follows up with operational supervisors regarding service/program issues. Consults with/recommends suspension of service to management, as required, and communicates suspension decisions to operational supervisors and customers.
• Maintains and develops training and education resources (e.g., customer service packages, resource kits, training manuals), for community groups/audiences, for management approval.
• Assists to maintain client information database. Runs reports and verifies changes to remove customers from service. Assists to prepare mail-outs to customers, as needed.
• Monitors TaxiSCRIP program database. Provides support to other divisional terminal/customer service staff regarding program. Runs reports as required for management.
• Creates and maintains spreadsheets on program statistics and contact lists of agencies and special interest groups.
• In conjunction with management, coordinates program area participation at special events.
• Provides input regarding processes and programs, as required.
• Occasionally uses a photo processor to take identification photos at offsite training.
• Performs related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge of public speaking, and the development and delivery of transit educational and training programs, including barriers to service of individuals/groups, acquired through a 2 year diploma/degree in Therapeutic Recreation, Social Services or equivalent field plus 3 years of experience working with individuals with disabilities.
• Knowledge and ability to follow corporate policies and procedures, and legislation (e.g., accessibility, disability, privacy, highway traffic act).
• Time management, research, and organizational skills to process applications throughout stages (initial application, appeal, reviews, orientation); plan, develop, and conduct training/educational presentations; maintain accurate records; and assist in special events.
• Communication, human relations, and presentation skills to promote the full range of transit services; educate/train customers to plan and access services (group, one-on-one); train transit operators customer service standards, disability, and sensitivity awareness; respond clearly to inquiries and clarify registration and eligibility information, policies, and procedures using tact and diplomacy; and participate as an effective team member.
• Computer skills with ability to use software such as Microsoft Office, a customer information database (e.g., Trapeze Automatic Scheduling System), and an electronic document management system.
• Ability to read and understand forms, medical information, correspondence, policies, procedures and manuals, public timetables, transit system map, marketing and promotional materials, and the corporate accessibility plan. Ability to compose, edit, and proofread correspondence and training/education resources, and program content for brochures and articles using grammatically correct writing skills and according to audience.
• Ability to flex/alter daily schedule and is requested to work weekends for presentations and special events.
• Must provide an acceptable Police Vulnerable Sector Check (level 3).
• Ability to travel to various locations within and outside Waterloo Region.
• Ability to support and demonstrate the Region’s values.

Region of Waterloo is committed to building a workforce through fair, equitable, and accessible hiring practices that allow us to hire qualified staff who reflect the diversity of the community we serve and to promote a respectful, inclusive, and equitable workplace.

We invite all interested individuals to apply and actively encourage applications from members of groups with historical and/or current barriers to equity, including, but not limited to:

• First Nations, Métis and Inuit peoples, and all other Indigenous peoples;
• members of groups that commonly experience discrimination due to race, ancestry, religion and/or spiritual beliefs, or place of origin;
• persons with visible and/or invisible (physical and/or mental) disabilities;
• persons who identify as women; and persons of marginalized sexual orientations, gender identities, and gender expressions

For questions or to request accommodations during your recruitment, onboarding or employment, please contact [email protected], or by calling our Service First Contact Centre at phone number (519) 575-4400.

Use of Artificial Intelligence in the Hiring Process: Region of Waterloo may use artificial intelligence (AI) tools to enhance efficiency during the recruitment process. However, applications will also be reviewed by a member of our Talent Acquisition team to ensure a fair and thorough assessment. AI does not make final hiring decisions.

Please note: candidates will be provided an update on their application. Please check your spam or junk folder occasionally as some candidates have noticed our emails in those folders (Gmail and Hotmail in particular).