Dispatch supervisor

The career opportunity :

This position leads the successful execution of dispatch operations and is responsible for hiring, training and scheduling of personnel.

Duties include supervision of Control Center Dispatch team and optimization of dispatch operations through the use of technology software and business processes redesigns.

This role coordinates driver and route schedules and quality transportation services for our customers.

What you will be doing :

• Ensure a team commitment to a safety focused work environment.
• Lead, supervise, support, coach, mentor, model, provide feedback, train, and develop a highly motivated, effective, and collaborative team focused on safety and customer service.
• Work directly with Transportation Data Manager
• Submit Reports to Contact Holder as requested.
• Provide leadership direction and guidance to dispatchers; assure timely radio contact with operators.
• Work closely with operators notifying them of any passenger deviation trips which are booked either online, via phone or by walk on passengers;

notifies operators of any other problems that could impact schedule and on-time performance.

• Adjust and modify current work shifts with dispatchers and operators as needed to fulfill service requirements.
• Provide frequent, accurate and direct communication between Hopelink and King County Metro (KCM).
• Responsible for accuracy, review and approval of weekly schedule.
• Oversee any reports from vehicle operators about rider and / or environment conditions that impact the customer’s on-time, safe and quality transportation.
• Lead and supervise dispatch team to ensure efficient route management and timely response to any customer or driver complaints.
• Work closely with all Transportation staff developing and implementing department procedures, policies and training programs including participation in any new project launches.
• Communicate respectfully with people regardless of age, race, gender, religion, color, national origin, marital status, the presence of any physical, sensory, or mental disability, sexual orientation, political ideology, gender identity, military status, genetic information, or any other expression of diversity.
• Maintain a professional and positive working relationship with clients, vendors, volunteers, donors, and fellow staff and adheres to the Hopelink Standards of Conduct.
• Regular attendance and punctuality is essential to our business and to this position.

Your qualities :

• Working knowledge of ADA regulations.
• Demonstrate knowledge of fleet and vehicle capacities, equipment requirements and limitations.
• Demonstrated leadership and organizational skills and a self-starter with a passion for continuous improvement.
• Ability to resolve conflicts, build positive relationships and lead by example.
• Must demonstrate the ability to supervise a diverse workforce, work in a group as a leader and ensure employee accountability across the organization.
• Outstanding communication skills with audiences of all levels.
• Proven prioritization, delegation, and negotiation skills.
• Computer / technology proficiency : ability to use MS Office 365, MS Outlook, and online systems including timekeeping, and program specific systems, etc.

Competency in dispatching software for public transportation.

• 2 years working knowledge of transportation route management and dispatch activities, preferably in public transportation desired.
• AA or BA degree or equivalent combination of education, training, and work experience in a related field, and / or military service preferred, but not required.
• Prior people management experience and providing transportation services to the public preferred.
• Route Match software experience a plus.
• Experience working in a non-profit environment a plus.
• This position is a Service Critical Employee with specific attendance requirements. Because of the critical nature of this role to Hopelink operations, it is important that you are able to : Report to the worksite during your scheduled hours, regardless of weather conditions or other emergencies.

Manage your own transportation needs in adverse weather, including possible limitations to public transportation options.

Have a specific plan to address any other possible attendance barriers that arise during adverse weather and other emergencies, such as disrupted utilities or public services, road closures, school closures, etc.

Due to Federal Regulations, this position is considered a Safety Sensitive Position, therefore employees are required to undergo a full criminal background check and pre-employment Federal DOT drug screening, and are subject to random screenings, which include THC among other restricted substances.

Physical functions : The physical aspects and work environment listed below are representative of what is necessary to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities who are otherwise qualified to perform the essential functions.

• Regular work tasks involve moving items weighing up to 40 pounds, occasionally.
• This job operates in a professional office environment. Work tasks involve routine use of standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines;

accessing office machinery, mail room, or filing cabinets, etc. may involve physical movement within the office space.

• This job includes the ability to judge, inspect, and perceive details at a close range.
• The noise level in the work environment is usually moderately quiet.

Licenses, certificates, and other requirements :

• Valid driver’s license, with a current Driving Abstract (CDL passenger endorsement a plus)
• CPR / First Aid Certificate helpful.
• Defensive Driving certification, preferably instructor certified.
• Reliable personal transportation.
• Proof of personal automobile liability insurance.
• Must be able to pass a drug test in accordance with federal and state law.
• Must pass criminal background check.
• PASS certification, preferably instructor certified.

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements.

Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise to balance the workload.

Last updated : 2024-11-05