Dispatcher, Transportation

Overview

Responsible for the direct day-to-day routing, communications and dispatching interactions with District Bus Operators. Coordinates and directs the movement of vehicles for District transit services. Operates a variety of communication equipment, tracks and reports sign-in and sign-out times, assures routes are timely maintained according to schedules, and communicates vehicle and service issues to management as appropriate. Work requires incumbent(s) to exercise good judgement, make decisions within the limits of established policies, procedures and guidelines and provide excellent customer service.

This classification is responsible for the overall dispatch function for GET transit operations. Moderate level of supervision is required.

This classification reports to the Operations Dispatch Supervisor, Operations Manager, and Director of Operations. This classification does not supervise.

• Detail Oriented: Scheduling, reviewing, and managing multiple driver-related activities for the Operations Department ensuring compliance with bid and scheduling protocols and procedures.
• Ethics and Compliance: Upholding ethical standards, promoting public transparency, and ensuring adherence to agency regulations and Operations compliance requirements related to assigned duties.
• Communication
  
  Skills:
  
  Effectively communicating with internal and external stakeholders orally and in writing. This includes writing clear and accurate documents and reports.
• Relationship Building: Establishing rapport and maintaining mutually productive relationships with all parties contacted in the course and scope of work.

These functions may not be present in all positions in this class. Management reserves the right to add, modify, change or rescind work assignments as needed.

• Provide public transit/transportation dispatching and routing services to GET vehicle operators.
• Coordinate and dispatch vehicles in a timely manner and in accordance with appropriate schedules.
• Provide answers to questions related to fixed-route services regarding overall service, variety of fixed-routes available, service areas, schedules, various operating questions, and fixed-route fare pricing.
• Create, maintain and monitor computerized daily schedules for dispatching and routing transit services; modify and update schedules to improve service effectiveness.
• Make referrals to Customer Service Representatives for scheduling select transit services related to Non-Emergency Medical Transit, ADA compliant paratransit, and other specialized transportation programs.
• Monitor and maintain radio contact with vehicles and operators; review and monitor timely driver arrivals and departures.
• Transmit instructions to, and receive messages from mobile field staff; communicate using a radio console and/or hand-held radio to make contact with drivers, and supervisors.
• Provide emergency assistance to vehicle drivers for traffic accidents, route detours, disabled vehicle reports by vehicle drivers; contact emergency first responders in case of fire, criminal and/or other incidents requiring first responder intervention.
• Maintain a log of daily activity; operate radio equipment to dispatch vehicles.
• Operate radio equipment to assist operators in coordinating driving instructions as it relates to alternative route access and detour information.
• Maintain clean work station, Dispatch room, sanitize between shifts.
• Read e-mails daily for up-to-date information regarding incidents, detours, and instructions issued by supervisors.
• Act as back-up for Customer Service Representatives as required.
• Maintain sound business relationships with those contacted in the course and scope of work to foster satisfaction with the District’s quality of service.
• Use telephone system to communicate with office personnel and place and receive a variety of outside calls.
• Understand and be informed regarding the Agency Safety Plan (ASP) regarding managing risk and pro-actively addressing safety; participate in the Employee Safety Reporting Program (ESRP).
• Be available to support the Lead Dispatcher and the Transportation Supervisor on weekends/evenings/holidays as required for emergency when the Lead Dispatcher and/or the Transportation Supervisor is not available.
• Maintain computer files and transit dispatch databases for timekeeping, payroll, and/or other District technology requirements.
• Reports to work consistently, as assigned.
• Performs other related duties as required.

A typical way to obtain the requisite knowledge and abilities to perform the duties and responsibilities of this classification is as follows:

Graduation from high school or the equivalent, supplemented by specialized training in communications or a related field and one (1) year of responsible communications, dispatch and/or clerical experience, preferably in a call-center. Bi-lingual (English/Spanish)…