Competencies for the Practice of Mobility
Management

The National Center for Mobility
Management

2016Competencies for the Practice of Mobility Management

Table of Contents

I.

About the National Center for Mobility Management…………………………………………………….2

II.

Building Competencies for the Practice of Mobility Management………………………………3

III.

Competency Development Process…………………………………………………………………………………..4IV.

Competencies for the Practice of Mobility Management……………………………..…………….…6

V.

Field Implementation of Mobility Management
Competencies…………………………………………………………………………………………..…………………………...9VI.

Conclusion and Next Steps ……………………………………………………………………………………………....11VII.

Appendix ……………………………………………………………………………………………………………………………... 13PowerPoint from FTA Regional Introductory Events

Mobility Management Competencies

NCMM Competencies for the Practice of Mobility Management |1

About the National Center for Mobility Management

The National Center for Mobility Management (NCMM) is a national technical assistance center
supported through a cooperative agreement with the Federal Transit Administration. The missionof the Center is to facilitate communities to adopt transportation strategies and mobility options
that empower people to live independently, and advance health, economic vitality, self-sufficiency,
and community.
The Center’s primary activities support Federal Transit Administration (FTA) grantees,
mobility managers, and partners in adopting proven, sustainable, and replicable transportation
coordination, mobility management, and one call–one click transportation information
practices. NCMM provides assistance to communities through NCMM Regional Liaisons, a peerto-peer network, short-term technical assistance, web resources, and one-on-one phone and email support. NCMM staff deliver in-person and virtual trainings, a monthly e-newsletter,
webinars, and conference calls while also disseminating descriptions of relevant promising
practices, including “snapshots” of a particular topic or trend as well as a more in-depth databaseof practices. NCMM staff continuously collaborate with mobility management practitioners
across the country and align and support the goals and activities of the Coordinating Council on
Access and Mobility (CCAM) and the Federal Transit Administration’s United We Ride program.
NCMM is operated through a consortium of three national organizations—the American
Public Transportation Association, the Community Transportation Association of America, andthe Easterseals Transportation Group—and is led by three co-directors, one from each of thethree organizations.

NCMM Competencies for the Practice of Mobility Management |2

Building Competencies for the Practice of Mobility Management

About:The National Center for Mobility Management, in collaboration with the Federal Transit
Administration and Mobility Managers across the country, was tasked with developing
competencies for the practice of mobility management. The competencies outlined in thisdocument will enable a diverse range of mobility managers and other related personnel toincrease their knowledge, skills and expertise in the growing field of mobility management.
Thusly, the establishment of mobility management competencies will bring an increased sense of
professionalism to this growing field.
The process by which NCMM developed competencies for the practice of mobility management
is outlined in Section III of this report. NCMM used a field-driven process to ensure that thecompetencies identified were responsive and vetted by professionals working across a diverse
range of mobility management settings. The individuals targeted for input as NCMM developed
the competencies are in similar roles of the professionals we anticipate using the competencies
in their day-to-day activities and positions.
It is our hope that our work on competencies will assist both individuals who are preparing toenter the mobility management field, as well as those who have already been a part of it. New
Mobility Managers can utilize competencies for the practice of mobility management to educate
and inform themselves, their colleagues, and stakeholders on the diverse approaches to providing
excellent community-based services. Our goal is to educate and enhance the thought process
behind the provision of mobility management. We also seek to connect mobility managers with
their colleagues in innovative ways so that practices may be enhanced and/or replicated.
Developing competencies that will support the development of a mobility management
certification curriculum will provide career ladders for mobility managers, and ultimately thecommunity members they serve.
If you would like to learn more about the National Center for Mobility Management, please visit
our website at www.nc4mm.org. For questions specific to this document or to learn more about
the field implementation of competencies, please contact Judy L. Shanley, Ph.D. Co-Director of
the National Center for Mobility Management, at jshanley@easterseals.com.

NCMM Competencies for the Practice of Mobility Management |3

Competency Development Process

About:
Throughout the duration of this work, NCMM continuously recognized that there are a host ofinnovative and diverse mobility managers, programs, and practices occurring throughout thecountry and that no two programs are alike. As such, this process sought to develop both guiding
principles for the field as a whole, and specific competencies related to the type of work mobility
managers do in a given community. Standards were developed for each content area, with input
from mobility managers who served on the competency development advisory committee.
Guiding documents were created to support the competency development work, and NCMM also
conducted extensive field feedback to learn about how the proposed competencies could beapplied in various mobility management settings. It should be noted that these competencies arevoluntary in nature, and are not specific requirements for the practice of mobility management,
but are rather intended to be a helpful guide to the field.
Guiding Documents:
NCMM first developed an outline document entitled Building Competencies for Mobility
Management that outlined the process by which the center would determine competencies while
including the diverse voices of the mobility management field. This document was also used toestablish a Competency Development Advisory Committee representing 13 mobility management
programs in various states across the country.
Next, NCMM developed an in-depth literature synthesis that outlined existing work on relatedcompetencies. This synthesis looked at other fields which had recently developed competencies
or guidelines for professionalizing their work, as well as what outcomes or impact the developed
competencies have had on the field as a result. NCMM surveyed competency tools from thefields of Special Education, Travel Training, and Community Action, just to name a few. Existing
mobility management competency products and other resources such as mobility manager job
descriptions and curricula that supported the development of competencies for the practice ofmobility management were also studied and evaluated.

NCMM Competencies for the Practice of Mobility Management |4

After the literature synthesis was developed, a validation process was created to review and rank
proposed competencies. This process identified and categorized competencies and ensured
equal representation of programs and practices by region, population size, focus of practice, andlength of time the practice had been in place. All documents were reviewed by the competency
development advisory committee and used to create a first draft of competencies, which werethen submitted to the field for review during a three-month feedback period.

Field Feedback Process:
NCMM held an extensive field feedback and public comment period designed to give mobility
management personnel an opportunity to provide feedback to the first draft of competencies.
Survey respondents could rate competencies as being essential, preferred, or recommended,
depending on the size and scope of their programs.
Since there are a host of diverse programs and practices throughout the country, NCMM relied on
the expertise of those working in the field to provide guidance, feedback and other comments
related to NCMM’s proposed competencies. All feedback and related information was thenanalyzed by NCMM and the Competency Development Advisory Committee, and incorporated
into the final product as appropriate.
NCMM was also interested in defining and differentiating between administrative-levelcompetencies and those competencies that might be important at the individual or field level. For
each proposed competency area, survey respondents offered thoughts on which competencies
were most applicable to various settings and levels, ranging from individual supports tocommunity and statewide levels.
A series of 10 customized webinars were also held and presented in each FTA Region. On eachwebinar (Appendix - Weinbar Powerpoint), NCMM staff outlined the proposed competencies andsolicited feedback from the field. A total of 66 individuals completed the survey, and their
feedback was incorporated in the final competency document.

Competency Development Goals:
1. Develop mobility management competencies that are valid with current thinking and willserve as broad guiding principles for the field.
2. Develop specific competencies for the various types of mobility managers, programs andsystems.
NCMM Competencies for the Practice of Mobility Management |5

3. Focus on building capacities for the potential use of mobility management competencies
on local, statewide and national levels
4. Include and encourage the voices and input of a diverse range of mobility managers
across various types of industries, including but not limited to the transit, workforce,
medical, veteran, and human service industries.

Competencies for the Practice of Mobility Management
The competencies listed below are designed to be adapted to a particular mobility management
program or practice. Some competencies may be essential, preferred, recommended, or not
required, depending on the unique nature of an individual program. Also, some competencies may
require a particular skill level that separates it from related practices. For example, a Mobility
Manager who runs a one call-one click center may need to have an advanced level of technicalcompetency, compared with a Mobility Manager in a less technical role. Mobility Management is
a diverse and evolving profession, and competencies can be used at the discretion of
professionals, depending on their specific setting and position.

General Competencies for Mobility Management:
1. Address community transportation challenges
2. Understand the unique transportation challenges faced by persons with disabilities, older
adults, Veterans, transitioning youth, low income individuals and other vulnerable
populations
3. Develop solutions that address unique community challenges
4. Create process improvements
5. Work creatively and in collaboration with stakeholders
Additional Comments from the Field:Be able to think outside of the box
Finding solutions may involve working with other agencies
Demonstrate a working knowledge of determinants of travel behavior
General knowledge of funding sources

Transportation Competencies:
1.
2.
3.
4.
5.

Address community transportation challenges
Local transportation systems and processes knowledge (Beginner/Introductory)
Local transportation systems and processes knowledge (Intermediate)
Local transportation systems and processes knowledge (Advanced/Expert)
Understand various trip planning methods
NCMM Competencies for the Practice of Mobility Management |6

6. Local transportation resource knowledge
7. Local, regional, or statewide information and referral clearinghouse knowledge (i.e: One
call-one click centers)
8. Understand the role of transportation in accessing employment opportunities
9. Understand the role of transportation in accessing medical services
10. Understand the role of transportation in accessing affordable housing
11. Understand the role of transportation in accessing social destinations
Management/Leadership Competencies:
1.
2.
3.
4.
5.
6.

Address community transportation challenges.
Business development knowledge
Project or program management experience
Staff training and development skills
Committee leadership experience
Community leadership desire

Additional Comments from the Field:

Ability to process complex information and explain it in a simple format
If management/leadership does not understand the importance of mobility
management programs and champion the programs, success is unattainable.

Coordination Competencies:
1.
2.
3.
4.
5.
6.
7.
8.

Contribute to the local coordination process
Develop priorities for coordination
Collaborate within small and large groups
Human service transportation coordination experience
Collaborate with federal stakeholders
Collaborate with statewide stakeholders
Collaborate with local/community stakeholders
Work across multiple transportation and mobility projects

Additional Comments from the Field:True success is dependent upon the right people performing the mobility
management and stakeholders supporting the initiative.

Outreach and Marketing Competencies:
1. Seek networking and outreach opportunities
2. Verbally “sell” program or projects via outreach and networking
3. Attend outreach events
NCMM Competencies for the Practice of Mobility Management |7

Conducting outreach isn’t a oneman-band… it requires skills notnecessarily from Mobility
Managers.
Comment received during
validation process
3.
4.
5.
6.
7.
8.
9.

4.
5.
6.
7.

Liaise and collaborate with community stakeholder groups
Develop social media outreach platforms
Develop program enhancing advertisements
Write or edit press releases

Program/Financial Administration Competencies:
1. Strategic planning
2. Grant writing

Grant reporting
Data collection
Federal funding stream knowledge
State funding stream knowledge
Local or community funding stream knowledge
Foundation funding stream knowledge
Find and contribute to new funding opportunities

Technology Competencies:

Get out there and get money!

Comment received during
1. Assistive technology knowledge or experiencevalidation process
2. Trip planning mobile application knowledge orexperience
3. Wayfinding mobile application knowledge or experience
4. Technology procurement experience
5. One call-one click center practice
Additional Field Comments:
NCMM Advisors who contributed to this work, and others in the field who provided feedback,were helpful in offering additional suggestions and comments:









Whenever possible, individuals with disabilities should be hired to coordinate mobility
management.
A key component of growing a successful program is networking within your own
transportation organization and building relationships with all departments, including
marketing, customer service, and grants/finance.
Have a basic understanding of the Americans with Disabilities Act (ADA).
Mobility Managers should be able to participate in regional transportation planning
efforts and have familiarity with brokerage concepts and operations so that they canmerge different modes into one service.
Staff in this field must have a positive attitude, a sense of customer service and adesire to truly help people. This is an essential soft skill, along with empathy skills.
Prior program management experience is really helpful in this line of work.
NCMM Competencies for the Practice of Mobility Management |

8









Be business savvy and excel in both written and verbal communications.
Understand the independent living philosophy, which emphasizes consumer control
and a civil rights approach to help prevent a medical model approach.
Work well with your consumers, provide great customer service, and be able to adapt
to changing environments.
Deploy negotiation skills, visualize the value of propositions for each side in any
proposal, and understand the cost of trips, service options, and contracted services.
Training in the transit industry as a whole
Local and state planning and zoning knowledge
Knowledge and advocacy of Medicaid, Medicare, and the Affordable Care Act.

Field Implementation of Mobility Management Competencies

About:
NCMM invited various organizations across FTA regions to apply these competencies in practice– and to use them in various ways. Organizations and individuals that were asked to “test out” theimplementation of the competencies represented human services organizations, transit agencies,
NCMM Competencies for the Practice of Mobility Management |9and planning organizations. We provided the following examples to the field regarding ways thecompetencies can be used:A transit agency may use the competencies to incorporate into communications with theiraudiences;
A governmental agency may use the competencies to develop and/or evaluate a job
description and make a hiring decision; orA mobility manager might use the competencies to assess their own professional
development needs and identify professional learning opportunities based on theseneeds.

Organizations that field-tested the competencies were asked to complete a short questionnaire
regarding use of the competencies and offer any perspectives they had regarding usefulness.
Information was asked regarding:






How did you use the competencies: Develop or amend a job description
 Hire staff
 Identify professional development needs for my staff
 Identify professional development needs for myself
 Communicate information to others about mobility management
 Incorporate content about competencies in grant application
 Plan mobility management programs Other ways that you used the competencies (please specify)
Usefulness of competencies;
Ease of use; andValue to the profession and field.

Over a three-month period, mobility managers implemented the competencies for various
purposes and provided us with feedback. Below is an analysis of this feedback.
Feedback received from Mobility Managers regarding Implementing Competencies
One-hundred percent of those who volunteered toparticipate in field-testing described that they used thecompetencies to communicate information to others about
mobility management. The same percentage of
respondents (100%) described the competencies as usefuland easy to implement. When asked about future
implementation, all respondents (100%), indicated that they
were likely to use the competencies in the future, and 100%
expressed that the competencies would be valuable to thefield. As indicated by the adjacent text box, one of themobility managers who participated in the field-

The Competencies will be critical for
our Mobility Management Staff tospeak to specific targeted audiences
for our Coordinated Plans rewrites
and updates. Also to conduct survey
work and educate the consumers
about mobility options in theirperspective communities.

NCMM Competencies for the Practice of Mobility Management |10

implementation identified tangible and realistic ways that the competencies could be used in the
future, and also referred to particular competencies, such as educating consumers and speaking
to target audiences as important in future use.
It is important to note, that it was difficult to garner feedback during the field-implementation
phase of NCMM’s competency development work. Many mobility management professionals did
use the competencies but only a few completed the survey. However, feedback was provided
verbally to NCMM staff. Although NCMM offered national webinars, across FTA regions, tohighlight our competency work, and included information in our newsletter, in hindsight, NCMM
may have had better participation in completing the field-implementation survey, if information
about the competency work, with links to the Webinars, were available through our Website as a
topical feature. Additionally, one state has a sophisticated mobility management network that hasover the years, worked hard to develop a set of attributes and activities for mobility management
professionals in their state, and therefore, declined to participate in field-implementation.
Regardless of the method by which field-implementation data was obtained, almost 100% of
those who provided feedback or opinion regarding the value, usefulness, and applicability ofcompetencies explained that it was important to strengthen and advance the profession. NCMM
will use findings from the field-implementation process, as well as, feedback received throughother forums, such as the Webinars, to disseminate information about the competencies. As
described in the following section, NCMM plans a comprehensive roll-out of the competency
work through multiple forums.
Conclusion and Next Steps
NCMM conducted this competency work based on feedback from the field. Mobility management
professionals indicated that their colleagues often did not understand their role or at times hadquestions about the job duties that they performed. As the profession matures, as mobility
management positions expand, and as human services organizations and transit agencies see
the value of mobility managers, this work will become even more important.
Mobility management is a broad and diverse profession and industry. This is important, sinceriders are diverse and have varying mobility and transportation needs. Thus, it is important toreiterate that these competences are suggested practice, and not intended to be a one-size fits all
framework for identifying those activities that should comprise the mobility management role.
Through our advisory committee, through public outreach, including informational Webinars, andthrough the field implementation process, we learned a great deal about how the competencies
could be implemented in varying settings. We encourage customization of the competencies sothat organizations and agencies can ensure that the functions and responsibilities of a mobility
management professional in their setting are aligned with their business and operational needs.

NCMM Competencies for the Practice of Mobility Management |11

As we move to the future, we know that some states are moving forward with developing acredential for mobility management professionals. Similarly, in some mobility sectors, such as theVeterans Administration, there is an effort to develop a credential for those Federal officials who
serve in a mobility management capacity. NCMM will continue to track the professionalism of theindustry and efforts to standardize the role and duties of those individuals in the profession
including.
Ensuring that the competencies confirmed in this process are integrated into curriculum,
training, and products that NCMM and other develop;

Working with organizations and agencies through NCMM technical assistance toimplement competencies;Monitoring training and college preparation programs to learn whether the programs that
produce mobility management professionals focus on particular competency areas, andhow a focus on particular competencies align with what we learned in this extensive
process;Continuing relationships with professional development providers, such as the National
Transit Institute (NTI) to discern whether the continuing education content of NTI courses
also align with what the field identified as mobility management competencies; andAssessing how the field is using competencies including for what purpose, andimportantly, for what benefit to mobility management professions.

The topic of the professionalism of mobility management careers will be ongoing, and additional
research is needed to learn how particular knowledge and skill sets affect the role, andimportantly impact upon outcomes for the riders served by the mobility management system. It
may be interesting to explore, what difference having particular competencies makes in theposition, career development, and role of mobility management professionals. The competency
work undertaken by NCMM and reported in this document will hopefully lay the groundwork for
future thought, discussion, and research.

The National Center for Mobility Management (NCMM; www.nationalcenterformobilitymanagement.org) is a national
technical assistance center created to facilitate communities in adopting mobility management strategies. The NCMM
is funded through a cooperative agreement with the Federal Transit Administration, and is operated through aconsortium of three national organizations – the American Public Transportation Association, the Community
Transportation Association of America, and the Easter Seals Transportation Group. Content in this document isdisseminated by NCMM in the interest of information exchange. Neither the NCMM nor the U.S. DOT, FTA assumes
liability for its contents or use. 2016.

NCMM Competencies for the Practice of Mobility Management |12

Appendix - example of one of six public Webinars about the competency development process(double click to start presentation)

Professionalizing Mobility Management:
Developing Standards and Competencies

The National Center for Mobility Management
APTA Mobility Management Meeting
December 16, 2015

NCMM Competencies for the Practice of Mobility Management |13

Appendix – Mobility Management Competencies

Competencies for Mobility Management Professionals
Through an extensive external vetting process, staff from the National Center for Mobility Management(NCMM), with the support of an advisory committee, identified competencies or knowledge areas thatare important for mobility management professionals and program administrators who work in diverse
settings. The advisory committee was comprised of mobility managers and related personnel fromacross the country and representative of the diverse ways in which mobility management
programs/projects are administered. Mobility management competencies can be used for multiple
purposes including:
1. Develop job descriptions, recruit qualified candidates, and hire mobility managers;
2. Integrate content about the competencies in communications, budget decisions, and otheradministrative operations with policymakers, funders, or community leaders;
3. Plan, deliver, or request professional development;
4. Support a grant application;
5. Reorganize a position within an organization;
6. Assess personal skills and attributes in relation to the demands of a position.
There are seven proposed competency development areas with multiple proposed competencies or skill
sets in each area. These competencies are not intended to be prescriptive or a one-size fits all approach.
As individuals use the competencies in their settings, it may be important to customize the skill areas toalign with the unique needs or circumstances of a setting. Additionally, the competencies needed for aposition or setting may vary based on the experience of the individual. The competency areas and therespective competencies for each area are as follows:
1) General Competencies or core competencies that are applicable across mobility management
settings:






Address Transportation Challenges
Understand the unique transportation challenges faced by persons with disabilities, older adults,
veterans, transitioning youth, low income individuals and other vulnerable populations
Develop solutions that address unique community challenges
Create process improvements
Work creatively and in collaboration with stakeholders
NCMM Competencies for the Practice of Mobility Management |142) Transportation Competencies. These competencies focus on knowledge and skill in understandingtransportation and mobility systems and services.












Address community transportation challenges
Local transportation systems and processes knowledge (Beginner/Introductory)
Local transportation systems and processes knowledge (intermediate)
Local transportation systems and processes knowledge (advanced/expert)
Understand various trip planning methods
Local transportation resource knowledge
Local, regional or statewide information and referral clearinghouse knowledge (i.e: one call/one
click centers)
Understand the role of transportation in accessing employment opportunities
Understand the role of transportation in accessing medical services
Understand the role of transportation in accessing affordable housing
Understand the role of transportation in accessing social destinations

3) Management/Leadership Competencies. These competencies pertain to program and project
oversight or authority.







Address community transportation challenges
Business Development knowledge
Project or Program Management Experience
Staff Training and Development Skills
Committee Leadership experience
Community Leadership desire4) Coordination Competencies. These competencies emphasize knowledge and skill in building andsustaining relationships and/or bringing people, organizations, and systems together.









Contribute to the local coordination process
Develop priorities for coordination
Collaborate within small and large groups
Human service transportation coordination experience
Collaborate with federal stakeholders
Collaborate with statewide stakeholders
Collaborate with local/community stakeholders
Work across multiple transportation/mobility projects

NCMM Competencies for the Practice of Mobility Management |155) Outreach and Marketing Competencies. These competencies focus on communications, using
various modalities, to advance or inform diverse audiences.








Seek networking and outreach opportunities
Verbally “sell” program or projects via outreach and networking
Attend outreach events
Liaise and collaborate with community stakeholder groups
Develop social media outreach platforms
Develop program enhancing advertisements
Write or edit press releases

6) Program/Financial Administration Competencies. This area necessitates fiscal, organizational, andmanagerial skill in processes and procedures important to mobility management.










Strategic Planning
Grant Writing
Grant Reporting
Data Collection
Federal Funding Stream knowledge
State Funding Stream knowledge
Local or community Funding Stream knowledge
Foundation Funding Stream knowledge
Find and contribute to new funding opportunities

7) Technology Competencies. This competency area focuses on understanding, assessing, and utilizing
varying technologies to facilitate mobility management services and systems.






Assistive Technology knowledge or experience
Trip planning mobile application knowledge or experience
Wayfinding mobile application knowledge or experience
Technology procurement experience
One-call/One-click center practice

For questions about the competency development process, or opportunities to apply thesecompetencies in your setting, please contact Easter Seals NCMM staff, Judy Shanley atjshanley@easterseals.com or Jordan Snow jsnow@easterseals.com.

NCMM Competencies for the Practice of Mobility Management |16

The National Center for Mobility Management (NCMM); www.nationalcenterformobilitymanagement.org) is a national
technical assistance center created to facilitate communities in adopting mobility management strategies. The NCMM is fundedthrough a cooperative agreement with the Federal Transit Administration, and is operated through a consortium of threenational organizations – the American Public Transportation Association, the Community Transportation Association ofAmerica, and Easter Seals. Content in this document is disseminated by NCMM in the interest of information exchange. Neither
the NCMM nor the U.S. DOT, FTA assumes liability for its contents or use. This publication was prepared by National Center for
Mobility Management staff. The opinions and conclusions expressed herein are solely those of the authors and should not be
construed as representing the opinions or policy of any agency of the federal government.
www.nationalcenterformobilitymanagement.org. 2016.

NCMM Competencies for the Practice of Mobility Management |17