FACILITIES SERVICES
Job Description
Transportation Services
Program Coordinator
Job Code: 7256 – Contract Classified
Program Coordinator Citation Appeal Adjudication
Department Introduction:
Transportation Services provides innovative and sustainable transportation solutions that facilitate the educational,
research, cultural and service missions of the University. TS supports the UW campus with the following: Parking, Transit,
Bicycling, Walking, Rideshare, Fleet Services, UW Shuttles, and Transportation Planning & Construction.
Job Purpose:
The Commuter Services Sales & Administration (S&A) Office issues commute products to staff, faculty, students,
departments, and outside agencies. S&A also administers the payment of citation payment and adjudication of citation
appeals. The Citation Appeal Adjudication (CAA) Program Coordinator is responsible for the recording, tracking, and
review of all adjudication decisions as well as all associated follow up measures to correct signage, procedural, or other
situations which result in appealed citations. This position also supports and coordinates Lean and other strategic
initiatives for the Sales & Administration unit.
Under general direction of the S&A Supervisor, this Program Coordinator position is responsible for the development and
maintenance of a physical and electronic office organization system for the adjudication of citation appeals, ensuring
consistency, efficiency, and compliance with the Washington Administrative Code. This position is also responsible for
assisting customers, data entry, and standardized record keeping, note-taking, conducting of research from secondary
sources, championing Lean initiatives, and improving workflow across connected CS units including Operations, Special
Events/Facilities, and Accounting. This position will direct and coordinate the work processes of Program Assistants and
Student Employees in the office. This position also acts as a representative of the S&A work group at various meetings
and events. Punctuality and regular predictable attendance is a requirement of this position.
Duties and Responsibilities:
 Develop, implement, and monitor administrative procedures for written and oral adjudication of citation appeals
 Make recommendations for improved service and hearing procedures
 Coordinate, administer, and process 2nd and 3rd level citation appeals
 Monitor the Citation Appeal processing in relation to established goals, within established office parameters, and
determine variance from program standards
 This will include coordinating the timely processing of oral and written citation appeals adjudication by program
assistants
 Coordinate hearing decisions, monitor input and citation decisions in WHEELS, prepare and forward notifications
to appellants in accordance with the Washington Administrative Code
 Coordinate Lean initiatives in relation to citation appeals and communicate across units to improve workflow and
service
 Coordinate written and oral appeal decision, identify signage or procedural issues resulting in citation reductions
or dismissals, and follow up to correct as appropriate
 Coordinate communication systems across units and make recommendations for improved service procedures
 Provide information and advice to students, staff, and the public regarding content, policies, options, regulations,
procedures, and activities of violations
 Serve as a representative on behalf of Commuter Services and the S&A Office
 Compose office correspondence; review material for sentence structure, spelling, grammar and punctuation;
perform electronic mail tasks; and update web content
 Devise, evaluate, and revise forms and standard documents for departmental use
 Assist in the coordination and distribution of print materials produced annually, quarterly mailings, and other
publication distributions as needed to ensure accuracy
 Assist in marketing and promotional activities associated with products; implement marketing strategies
 Provide excellent customer service at all times; answer phones, provide in-person customer assistance, field
customer inquiries, resolve customer complaints, and relay unresolved complaints to the supervisor or manager;
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assist other Commuter Services and Transportation Services employees with questions regarding policies and/or
procedures
Direct the work of student employees; train and update new and student employees on changes in policy and
procedure; provide assistance with customer requests and dispute resolution, as needed; participate in
recruitment activities for student positions and serve on interview panels
Assist with the creation and maintenance of a Standard Operational Procedure Manual for Parking Violations
(noticing, payments, immobilization, and impound)
Coordinate the creation and maintenance of a Standard Operational Procedure Manual for Citation Appeal
Adjudications
Recommend and implement procedural changes when necessary
Create a physical and electronic filing system
Maintain filing on an ongoing basis
Coordinate records retention for citation appeal adjudications
Maintain office online and hard copy reference and resource materials
Coordinate with senior staff on procedures and goal setting for the program; monitor activities in relation to
program goals and targets; identify gaps in performance and recommend solutions; participate in strategic
planning activities
Use word processing, graphics, spreadsheet, web content, and database software
Perform complex scheduling and calendaring, as needed, including independently prioritizing the needs of the
customer
Perform other duties as assigned
Regular and predictable attendance is required
Core Competencies:
 Demonstrate personal integrity and trustworthiness
 Manage stressful situations and changing priorities effectively
 Anticipate, recognize and resolve problems
 Be responsible and accountable
 Use organizational skills and provide attention to details
 Maintain a positive, optimistic and success-oriented attitude
 Exercise professional demeanor, which includes being tactful and courteous
 Exhibit a professional work ethic
 Continuously promote a safe work environment
Required Skills, Experience and Knowledge:
 High school graduation or equivalent AND two years of experience in the program specialty OR equivalent
education/experience
 Skilled in interpersonal communications, both in person and in writing
 Demonstrated ability to confidently interact with the public, and customers
 Demonstrated customer service skills and experience, including demonstrated knowledge and experience
applying current customer service principles and practices
 Exceptional organizational skills and attention to detail
 Demonstrated ability to independently manage priorities for multiple projects with diverse timelines and potentially
conflicting deadlines
 Demonstrated ability to methodically develop and document standard operating procedures for recurring tasks
 Demonstrated ability to work with a team and assume leadership role, when required
 Demonstrated experience working independently and self-directing and prioritizing time and workload
 Demonstrated cash handling experience and the ability to meet cash handling standards
 Demonstrated proficiency with Microsoft Office, including Access and Power Point
 Have knowledge and understand of safe work practices and policies
 Must be able to wear all proper Personal Protective Equipment (PPE) as required
 Must be able to follow written and/or verbal instructions and communicate in English regarding the use of
chemicals, supplies, and equipment; comply with safety policies and procedures
Desirable Skills, Experience and Knowledge:
 Prior experience in citation adjudication, parking systems, and Washington Administrative Code
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Prior experience with Lean system process improvements
Conditions of Employment:
 Washington State Driver's License or driver's license recognized as valid by the State of Washington
 Must be able to perform in a team environment with a focus on customer service
 Must be able to stand and/or sit for long periods of time
 A satisfactory outcome from a criminal background verification will be required prior to hire
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