Transportation Coordinator

The Transportation Coordinator supports the operational backbone of Modus transportation services by executing day-to-day dispatch, ride coordination, partner agency, community member and passenger communication, and fuel tracking within parameters established by the Director of Operations. This is an execution-focused role: the Coordinator carries out defined ride scheduling and dispatch procedures and escalates non-routine requests, disputes, driver compliance concerns, and exceptions to the Director of Operations rather than resolving them independently.

This position requires strong organizational skills, a trauma-informed and person-centered approach, comfort with scheduling and data systems, the ability to kindly and promptly respond to community inquiries, and the ability to work independently within set procedures as well as collaboratively on a team.

Modus removes barriers through innovative transportation solutions, education, and advocacy.

Our transportation program provides safe, reliable rides so individuals and families can get to their appointments safely, consistently, on time, and with dignity. Our trusted Modus Drivers don’t just provide a lift—they offer a lifeline. With every mile, we’re breaking down barriers and opening doors to health, education, opportunity, and hope.

Modus is the only nonprofit in the nation that exists solely to provide access to the social services provided by nonprofit organizations, remove obstacles for folks who experience transportation vulnerability, and reduce transportation costs for nonprofit organizations.

• Operates within scheduling, dispatch, and fuel-tracking procedures set by the Director of Operations; does not set or revise those procedures.
• Maintains positive and helpful correspondence with passengers, partner agencies, and community members.
• Ensures all email, text message, and phone call ride requests from community members are responded to and redirected to an adequate service.
• Flags concerns regarding driver records and compliance to the Director of Operations.
• Proactively identifies and escalates non-routine rider/partner requests, emerging service bottlenecks, and system exceptions to the Director of Operations with context and recommendations.
• Collaborates with Director of Operations and Evening Transportation Coordinator to ensure seamless delivery of Modus services.
• Has no supervisory authority over drivers or other staff.

Dispatch & Ride Scheduling

• Monitor and promptly respond to all driver needs and communications.
• Monitor and promptly respond to all passenger needs and communications.
• Monitor and promptly respond to all community inquiries.
• Continuously track the location of drivers at all times for efficiency and safety purposes.
• Schedule and assign rides as requests are submitted, following established routing and driver-assignment procedures.
• Monitor trip routes, ride statuses, and real-time traffic conditions to ensure efficient transportation.
• Notify drivers in real time of route changes and schedule updates.
• Respond to incoming rider and partner agency communications for routine scheduling changes and ride modifications; escal…
• Support partner agencies with any issues or concerns regarding enrolling new Modus riders.
• Proactively communicates with partner agencies to ensure all enrollments are complete in a timely manner.
• Regularly updates Director of Operations when partner agencies have an influx of enrollments, cancellations, outstanding attestations, etc.
• Ensure proper input and maintenance of driver, rider, and trip notes.
• Ensure all addresses and locations frequented by Modus drivers are adequately and sufficiently documented in the ride scheduling platform.
• Promptly reach out to partner agencies to work through rider no-shows and miscommunications.

Fleet & Fuel Tracking

• Track and report fuel usage across the Modus fleet on a regular basis.
• Receive maintenance and repair notifications from Modus drivers regarding Modus vehicles and coordinate same-day scheduling for routine issues, flagging more costly maintenance needs, repair requests, and fleet concerns to the Director of Operations for resolution and approval.

Reporting, Data Management & Record Retention

• Prepare and send weekly partner agency ride balance reports to the Director of Operations.
• Enter and maintain data related to staff activities, program services, trip volumes, service quality, and customer satisfaction.
• Ensure accurate recordkeeping across all operational systems.
• Maintain working knowledge of Modus services, community partners, and resources.
• Flag partner agency concerns and service gaps to the Director of Operations.
• Offer recommendations for enhancing operations and improving the overall user experience on a consistent basis.

• High School Diploma or GED equivalent.
• Must pass a background check.
• Prior dispatcher, customer service, or…