Dispatch -Duty Supervisor

Patient Transport Services, a subsidiary of Transdev Canada Inc, is Manitoba’s premier and largest provider of non-emergency patient transport and we set the standards when it comes to non-urgent patient transport. Since inception, Patient Transport Services has been committed to providing the highest quality service for our patients. This dedication to high standards has laid the foundation for what we’ve become known for and continues to propel our success today.

It’s this commitment to excellence that has earned us the distinction of being the #1 provider of choice for patient transport in Manitoba.

Job Overview

We are seeking an energetic and detail-oriented Dispatch Active-Duty Supervisor to oversee operations withing dispatch, perform shift audits, assist in coaching and execution of policies and procedures regularly so as to optimize processes and efficiencies. The Dispatch ADS will operate as a full dispatcher in times of need overall ensuring the delivery of fast, safe, and efficient non-urgent transportation service to PTS patients and Transit passengers.

Main Duties and Responsibilities

• Supervise and support the Dispatch Team, including staff scheduling, shift coverage (urgent needs, sells, and trades), operational requirements, and ongoing training, coaching, and performance management.
• Provide leadership that fosters a healthy, respectful, and progressive workplace, ensuring compliance with workplace policies and reporting non-compliance or operational concerns to Managers/Directors.
• Offer guidance on policies, procedures, and protocols, advising staff on work requirements and supporting interpretation and consistent application of organizational standards.
• Monitor and analyze call volume and operational demand in real time and through ongoing reporting to ensure appropriate resource allocation and efficient delivery of non-urgent transportation services.
• Oversee field operations and on-time performance, including monitoring field units, providing coaching on routing and communication, and reviewing delayed transfers, incidents, and specialized transfers to ensure proper resolution.
• Prepare and deliver daily operational reports to the Leadership Team, covering call volume, specialized transfers, obstacles (e.g., construction, closures, weather), and other service-impacting factors.
• Ensure quality assurance and compliance, including auditing dispatch documentation, end-of-shift reports, and audio recordings to verify accuracy, effective communication, and customer service standards.
• Coordinate and collaborate with internal and external stakeholders, including clients, Operations Management, Health & Safety, Skills Development, and technology providers, while assisting with training material development and completing additional assigned duties.

Dispatch Duties and Responsibilities

• Coordinate and dispatch field units, medical escorts, and personnel to ensure fast, safe, and efficient service delivery, including the appropriate allocation of personnel and equipment for specialized rides and transfers.
• Receive, assess, and book ride and transfer requests from multiple sources (email, telephone, fax) including emergency services, medical facilities, long-term care facilities, clients, and patients, ensuring accuracy and timeliness.
• Analyze caller information to determine priority levels, effectively prioritizing and dispatching resources so that high-priority transfers receive fast or on-time service while maintaining efficiency for lower-priority requests.
• Utilize computer-assisted dispatch systems to accurately enter service request details and assign appropriate units, personnel, and medical escorts in accordance with operational requirements.
• Maintain clear and effective communication across the dispatch team and with DFO, ensuring real-time updates, coordination, and continuity of operations throughout each shift.
• Document and report operational activity including incidents, delays, specialized transfers, complaints, and crew transfer reviews, providing accurate documentation to the Leadership Team as required.
• Monitor operational requirements and system readiness, conducting analysis, making…