Job Description Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

PRESTO is an electronic transit fare payment system in the Greater Toronto, Hamilton and Ottawa areas that eliminates the need for tickets, passes and cash. PRESTO serves more than 5 million customers across 11 transit agencies and processes over $2.5 billion in fares through 67 million boardings per month (pre-pandemic). Today, PRESTO offers one of the most globally advanced fare payment systems in the world having delivered new ways to pay for customers, including real time PRESTO Contactless with credit and Interac debit and PRESTO in Mobile Wallet across its transit agency clients, including the Toronto Transit Commission (TTC). Enhancing the customer experience through continuous improvement while working with our transit agency clients to support their needs, and maintaining a system that performs exceptionally, continue to drive PRESTO toward making transit better for all.

PRESTO is seeking a Senior Advisor, Accessibility to provide expertise, education and operational support to ensure both compliance with the Accessibility for Ontarians with Disabilities Act (AODA) legislation and to provide excellent customer experience for all PRESTO fare system users, including people with disabilities.

What will I be doing?

• Provides AODA expertise and advice across the Metrolinx Payments (PRESTO) division.
• Provides subject matter expertise for the technical implementation of accessibility practices within all aspects of PRESTO products and services including websites, mobile apps, self-serve kiosks, contact centres, etc.
• Leads the development, implementation, and monitoring of PRESTO’s accessibility plans, customer service accessibility policies, practices and related initiatives.
• Identifies potential accessibility deficiencies and opportunities for complaints, and engages business partners to implement solutions that prevent escalation of issues to political, corporate, or judicial officials, and mitigate risk of legal challenges and / or financial penalties.
• Monitors and remains current with legislative requirements and technical best practices for the provision of accessible services, programs, and other initiatives. Aligns individual plans and initiatives with objectives and when interacting with external stakeholders concerning issues of significance.
• Proactively identifies opportunities for new technology that improves customer accessibility.
• Promotes accessible service quality and encourages the adoption of best practices based on industry research and legislation.
• Identifies risks associated with technology and potential impacts on service accessibility; performs readiness assessments.
• Defines, researches, develops and updates policies, standards, and procedures.
• Advises other employees on accessibility-related topics.

What Skills and Qualifications Do I Need?

• Completion of a diploma in Human Interface Design, Digital Accessibility, Business Administration, or related field or a combination of education, training and experience deemed equivalent.
• Demonstrated experience planning, designing, and implementing cross-functional customer service accessibility projects, preferably within public transit / transportation services or financial services.
• Working knowledge of the Ontarians with Disabilities Act (ODA), Accessibility for Ontarians with Disabilities Act (AODA) and regulations, the Ontario Human Rights Code, and Canadian Standards Association (CSA) and transit industry accessibility regulations, standards, practices, and related products.
• Knowledge of adaptive/assistive technology used to increase, maintain, or improve functional capabilities of individuals with disabilities.
• Knowledge of inclusive design/universal design for usability testing of customer accessibility enhancements. Organizational and research skills to conduct research into current trends, best practices, tools and technologies related to accessibility.
• Analytical and problem-solving skills to identify potentially contentious accessibility issues, anticipate adverse effects, risks and potential problems and develop solutions.
• Customer service skills to address inquiries, complaints and requests with judgment, tact, discretion and confidentiality.
• Interpersonal and oral/written/presentation communication skills to provide advice and guidance for accessibility issues and develop and evaluate proposals for new or modified services, facilities, equipment, policies, programs, standards, and activities.

Don’t Meet Every Requirement? If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.

Accommodation We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email hr.recruitment@metrolinx.com.

Application Process All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.

Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.