Dispatch Supervisor

JOB DESCRIPTION

Dispatch Supervisor

The Center for Elders’ Independence is a PACE (Program of All-Inclusive Care for the elderly) organization that uses an interdisciplinary team approach to care planning and care implementation for the purpose of providing high quality, affordable, integrated health care services to the elderly, including an Adult Day Health Center, and promoting autonomy, quality of life and the ability of individuals to live in their communities.

The Position: - 

Under the supervision of the Director of Transportation, the Dispatch Supervisor is responsible for overseeing all dispatch activities, operations, and personnel across CEI’s transportation hubs. This role requires exceptional leadership to guide the team, ensure operational excellence, and foster a collaborative and efficient environment while holding accountability for team outcomes and operational success.

DUTIES AND RESPONSIBILITIES:

1. Leadership & Team Development: Build strong relationships with dispatchers, articulate a vision for operational excellence, foster collaboration, and support professional development. Manage hiring, onboarding, training, and evaluations of dispatch staff.
2. Dispatch Operations Management: Oversee daily dispatch operations, including scheduling, monitoring performance, and ensuring alignment with CEI policies. Manage staffing levels, timecards, and schedule adjustments to maintain efficient operations.
3. Process Improvement: Implement and refine dispatch processes, investigate errors, and develop corrective action plans to improve accuracy and efficiency in scheduling transportation services.
4. Vendor Management: Resolve invoices, monitor vendor costs, and optimize the use of external transportation providers for route assignments.
5. Collaboration & Communication: Coordinate with Road Supervisors, Transportation Managers, and Center Staff to address operational issues, ensure seamless communication, and resolve service complaints effectively.
6. Routing & Scheduling Oversight: Ensure full utilization of routing and scheduling software, monitor trip scheduling for efficiency, and adjust for traffic or route disruptions as needed.
7. Incident Management & Reporting: Document and investigate incidents involving drivers, participants, or dispatchers. Follow up on cancellations, complaints, and unusual situations, adhering to CEI’s policies.
8. Compliance & Safety: Maintain adherence to CEI’s policies, OSHA guidelines, and training requirements. Promote a safe working environment and ensure compliance with Controlled Substance and Alcohol Testing Certification standards.
9. Customer Service & Quality Assurance: Uphold a respectful, courteous attitude toward participants and families. Participate in quality assurance programs, performance improvement initiatives, and departmental meetings.
10. Administrative Duties: Support transportation hub maintenance, participant profile updates, policy recommendations, and other administrative tasks as needed. Attend relevant training courses and maintain professional certifications.

QUALIFICATIONS:

• High school diploma or equivalent required. College AA degree or higher preferred.
• 3 years of experience in dispatch or a related administrative role.
• 1-2 supervisory experience preferred.
• Experience in a call center environment is a plus.

SKILLS:

• Strong leadership skills with the ability to communicate a clear vision, build team morale, foster accountability, and develop others.

• Excellent verbal and written skills with the ability to collaborate in a multicultural, interdisciplinary setting.
• Ability to effectively analyze and resolve complex issues
• Strong organizational skills with proficiency in word processing, spreadsheets, databases, and routing software.
• Bilingual is a plus.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

1. Environment: Standard office setting; exposure to computer screens; may be required to work holidays and weekends.
2. Physical: Essential and marginal functions may require maintaining the physical condition necessary for sitting or walking for prolonged periods of time; extensive use of computer keyboard.

The above job description is intended to communicate the general function of the mentioned position and by no means should be considered an exhaustive or complete outline of the specific tasks and functions that will be required.  CEI reserves the right to change job descriptions, site assignments, and or work hours as required by the needs of the program.  All employees are expected to perform their duties within their ability as required by the job and/or as requested by management.

Signature: ___________________________Date:__________________________

SUPERVISED BY:   Director of Transportation

POSITION SUPERVISES: Dispatch/Scheduler team

Updated January 2025