Microtransit Dispatcher – Lead

Job Summary

The Microtransit Dispatcher – Lead coordinates and supports daily on-demand microtransit operations using a ride request and reservation application, push-to-talk applications, and dispatch software as applicable. This position is responsible for monitoring service activity, assigning trips, maintaining real-time communication with drivers, and ensuring safe, efficient, and compliant transportation services primarily on military installations and to designated locations immediately off post. The Lead Dispatcher provides direct supervision of Microtransit Dispatchers, including performance oversight, scheduling coordination, and participation in corrective and progressive discipline processes, while also delivering day-to-day guidance, mentoring, and training to dispatch staff.

The position serves as an operational point of contact in the absence of higher-level supervision and requires strong situational awareness, clear communication, sound judgment, and the ability to operate effectively in a dynamic, security-sensitive transit environment.

• Safely and effectively coordinates on-demand microtransit service operations using a ride request and reservation application, push to talk applications and dispatch software to support real-time passenger transportation primarily on military installations and to designated locations immediately off post.
• Receives, reviews, prioritizes, and assigns trip requests through the ride-on-demand platform, ensuring efficient vehicle utilization, timely service delivery, and compliance with established service parameters.
• Maintains continuous communication with Microtransit Drivers via two-way radio, mobile communication systems, and dispatch software to monitor vehicle locations, service status, delays, incidents, and customer needs.
• Ensures compliance with military installation access requirements, security protocols, routing limitations, and coordination procedures while dispatching vehicles within controlled or restricted environments.
• Monitors service conditions and adjusts assignments in response to traffic conditions, weather events, vehicle availability, passenger demand, or operational disruptions.
• Provides drivers with clear instructions, updates, and guidance related to routing, passenger issues, safety concerns, and service changes.
• Responds to service interruptions, incidents, emergencies, or unusual operating conditions by coordinating with drivers, supervisors, military installation personnel, emergency services, or City staff as appropriate.
• Maintains accurate electronic and manual records related to trip activity, service performance, driver communications, incidents, and operational issues.
• Provides courteous, professional assistance to passengers, drivers, City staff, and military installation personnel, including responding to questions related to service availability, ride requests, and transit policies.
• Supports service documentation, and reporting requirements as applicable to the microtransit program.
• Maintains a professional, orderly, and efficient dispatch workstation and adheres to all City policies, security requirements, and confidentiality standards.
• Establishes and maintains effective working relationships with drivers, dispatch staff, supervisors, military installation personnel, passengers, and other City departments.
• Performs other duties and special projects as assigned.

• Assists with onboarding, mentoring, and training of new Microtransit Dispatchers, including instruction on dispatch systems, radio procedures, service standards, operational protocols, and ongoing training of both new and current employees. Participates in hiring boards as assigned.
• Provides day-to-day leadership, guidance, and operational support to dispatch staff during assigned shifts; serves as the primary point of contact in the absence of higher-level supervision.
• Manages, counsels, and monitors performance and attendance of shift dispatchers and supports the Lead Driver in assessing the performance of shift drivers.
• Supports the consistent application of dispatch procedures, service standards,…