Dispatcher

Manage the day-to-day communications coming into the Radio Communications Center (RCC), via radio, telephone and email. Provide services resulting in the timely and efficient transportation to customers.

Essential Functions

• Monitor and address radio communications for coach operators and street service supervisors regarding traffic, emergencies, illness, weather, etc.
• Answer telephone calls and email messages from coach operators, police and fire departments, ARTIMIS center, service supervisors, customer service representatives, customers, and passengers.
• Create and/or maintain reports for pertinent transmissions in CAD/AVL, radio/CAD/AVL inventory and radio repairs, Service Disruption Report, and Take and Wait/Change Off Report.
• Notify first responders (police, fire, EMS) to assist employees, passengers and citizens during emergency situations.
• Communicate to all affected personnel and develop alternate routing for detours, necessitated by road blockages/congestion due to accidents, volume, construction, special events, police, or fire.
• Monitor and report on ARTIMIS cameras, garage security cameras, special events, and operator rule infractions.
• Arrange for special considerations for ill or stranded passengers, e.g. dispatch a shuttle or provide supervisor pick-up.
• Operate CAD and AVL systems properly to ensure achievement of on time performance, customer service, and safety goals and expectations.
• Assist in Radio and other procedure training of new operators.
• Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran.
• Facilitate the development of strategies to meet or exceed organizational and department performance goals and objectives, monitor results, and recognize employee, department and organization accomplishments.
• Model, facilitate and encourage exemplary internal and external customer service, open communication, collaboration, participation and professional development among staff.
• Ability to work in compliance with Metro's safety and security policies.
• Other duties as assigned.
  
  

Position Qualifications

Competency Statement(s)

• Communications - Excellent verbal, writing and non-verbal skills. Persuasive, consensus builder.
• Customer Focus - Excellent problem-solving skills and a desire to exceed customer expectations.
• Employee Development - Competent in assessing employee skills: coaches, delegates, and supports employee development. Provides constructive feedback.
• Leadership - Energetic, innovative self-starter, committed to continuous improvement and creative problem-solving.
• Professional Integrity - Exhibits and values commitment, leadership, accountability, diversity, honesty, fiscal responsibility, and the ability to maximize resources.
• Proficiency - Able to multi-task, excellent computer skills, accuracy and attention to detail, .
  
  

Education

• High School Graduate or General Education Degree (GED)
  
  

Experience

• Two or more years as a coach operator
  
  

Skills & Abilities

Computer Skills

• Working knowledge of email, Microsoft Applications, and CAD/AVL.
• Use of standard office equipment
  
  

Other Requirements

• Working knowledge of the Metro system and all routes. Familiarity with all coaches and their features including video digital cameras and radios.
  
  

WORK ENVIRONMENT

• Radio Communications Center atmosphere
  
  

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Equal Employment Opportunity Statement

Metro is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.