Fare Verification Design Coordinator

Boston, MA /
Customer Technology – Administration /
Contract
At the Customer Technology Department (CTD), our mission is to apply modern principles of research, design, and technology to make our transit system easy for all riders to use. Effective and equitable public transit is essential to the social, economic, and environmental progress of Greater Boston.
 
The MBTA Customer Technology team is working to transform how people get around the Boston area.
 
We are a team of designers, engineers, product and content specialists charged with bringing novel ideas, modern standards and a user-centered approach to technology at the T. As the MBTA works to reinvent itself, we have a rare opportunity to craft the future of transportation for Boston and communities all around Eastern Massachusetts, as well as pioneer innovations for other transit agencies around the country.
 
Do you want to improve the daily transportation experience for 400 million annual riders? Ready for the challenge? Then read on.

The Massachusetts Bay Transportation Authority (MBTA) is America's fifth largest transit system offering multimodal transportation services to 175 member cities and towns and 4.7 million residents across a 3,200 square mile area. It is a public authority and political subdivision of the Commonwealth. The MBTA operates heavy rail, light rail, commuter rail, bus, and commuter boat services.
 
The MBTA is developing a new fare collection system that will make paying for transit easier and our services faster. Compared to the MBTA’s current system, Automated Fare Collection 2.0 (AFC 2.0) is a straightforward way for our customers to pay. In addition to a new fare card, the AFC 2.0 system will also allow passengers to pay using any contactless credit card, debit card, or smartphone reducing dependence on separate fare media. The system's back end will be also redeveloped to support the implementation of a robust set of fare policy options for the MBTA.
 
The physical implementation of AFC 2.0 will support service improvements and operational savings by removing onboard cash payments from buses and light rail, allowing for all-door boarding on these services, and introducing off-board fare collection to the commuter rail. To support these changes, while limiting fare evasion, the MBTA is moving to a proof-of-payment (PoP) system requiring a fare verification process.

Position Summary:

    • Reporting to the Manager of Fare Inspection Design, the Equity & Fare Verification Design Coordinator will be responsible for supporting the design of the fare verification process in a proof-of-payment system. This includes ensuring the readiness to launch a team of civilian fare verification personnel that will check fares in an equitable manner and ensure fare policy compliance. Primary tasks of this role will include coordinating and assisting in the administrative, policy development and procurement activities needed for launching this new program. Additional tasks include supporting implementation planning related to fare verification and adjudication, including drafting job descriptions and supporting the hiring process.  

Job Responsibilities:

    • Gain familiarity with the project goals, scope and timeline and be able to effectively communicate project needs verbally and in writing to internal and external stakeholders. 
    • Support the MBTA in preparing and drafting procurement documentation including, but not limited to Request for Proposals and Statement of Works, to acquire key items pertaining to fare verification.
    • Support implementation planning and personal sourcing.
    • Assist with developing informational content for customer facing signage across the system related to PoP.
    • Review industry oversight practices and propose an observation and coaching process to promote fair and equitable fare checks.
    • Make timely recommendations to the Manager of Fare Inspection Design in matters of administration and implementation pertinent to the PoP system.
    • Assist with the coordination and planning of strategy and design meetings.
    • Assist with the preparation of presentations, protocols and other written documents.
    • Participate in team meetings, staff meetings to develop a robust and equitable PoP system.
    • Perform other duties as assigned.

Qualifications and Requirements:

    • Bachelor's Degree from an accredited institution in public policy, political science, transportation planning or engineering, economics, computer science or a related field.
    • Ability to problem solve and inform decision making, including ability to break down problems and identify appropriate tools for addressing each step.
    • Ability to work in a fast paced, deadline-oriented environment, with multiple competing priorities/projects.
    • Ability to work effectively in a small and collaborative team environment.
    • Strong writing skills.
    • Excellent communication skills.
    • Must possess multi-tasking and time management skills, ability to learn quickly, take direction, and work independently and to use creative, collaborative, and consultative approaches to resolve issues.
    • Proficient with Microsoft Office applications.
    • Experience and interest in transit or transportation a plus.
This role is an 18 month contract to start.

Diversity and inclusion are essential to us at CTD. We believe that we can only design and build tools for our riders if our team reflects the wide variety of people who use MBTA services all over eastern Massachusetts. We strive to be inclusive in our approach to both hiring and product development, and we strongly encourage applicants from historically underrepresented groups to apply for this position.