Transit Dispatcher

Job Summary

Under regular direction and in compliance with standard operating procedures and policies, monitors and coordinates the movement of daily fixed route and paratransit operations to ensure service delivery. Provides support and customer service for both fixed route and paratransit services. Utilizes Greenlink resources to manage weekly and daily fixed route and paratransit passenger and employee schedules. Utilizes Automated Vehicle Location (AVL) and other technology to continuously monitor fixed route and paratransit fleets and adjust as needed to ensure smooth service delivery.

Answers calls from paratransit customers and schedules rides. Ensures frontline coverage for fixed route and paratransit operations and fills uncovered work where needed. Reconciles end-of-day transactions and counts daily fares (cash and coins) from revenue service vehicles. Performs a wide variety of clerical duties including answering multi-line phones, receiving and sorting mail, data entry, filing, and typing. Completes various administrative projects related to service delivery as required by Greenlink Management.

Performs duties of Greenlink Customer Service Representative at Greenlink Terminal, as needed. Actively participates in the reporting and tracking of safety-related issues or concerns that are observed during essential job functions.

• Provide Radio Dispatch and Fleet Monitoring:
  Provide public transit dispatching for fixed route and paratransit services. Act as a central location for all incoming communication related to service delivery and direct communication as needed to the appropriate Greenlink personnel. Monitor two-way radio traffic from frontline staff and respond accordingly. Respond to and effectively resolve all operator requests in a timely fashion. Coordinate with supervisors to authorize and communicate route or service changes due to inclement weather, unsafe conditions, road constructions, accidents, and other unique situations.
  
  Instruct drivers concerning directions and detours. Contact and coordinate with law enforcement and emergency services when needed. Continuously monitor the location, condition of, and state of charge for fleet vehicles utilizing AVL and other applicable Intelligent Transportation Systems (ITS). Coordinate with maintenance when replacement vehicles or drivers are needed due to accidents, breakdowns, or other emergencies. Coordinate the movement of fleet vehicles in the Operations & Maintenance Facility yard, as well as at the Greenlink Transit Center throughout the service day.
  
  Monitor and record all missed trips, road calls, and other relevant service information. Support management in the implementation and continuous improvement of Safety Management System (SMS) processes and activities. Report operational problems and incidents to supervisor. Make recommendations and propose solutions to operational problems. Ensure all fixed route trips are logged into the correct run and trip in the AVL tracking system.
  
  Monitor the AVL for communications from operators, alerts, and emergency alarms and respond accordingly. 40%
• Coordinate Daily Schedule & Shift Management:
  Using shift templates created by management, ensure weekly and daily work schedules are assigned to qualified frontline staff. Ensure all work is scheduled in compliance with Greenlink’s scheduling policies, fatigue management programs, and applicable state and federal laws. Monitor schedules throughout each service day to respond to any unexpected work schedule openings. Take call outs from frontline staff and document absences appropriately.
  
  Act in a timely fashion to fill any unexpectedly open work with qualified frontline staff. Ensure all shifts are programmed…