Scheduling/Dispatch Supervisor

The Scheduling / Dispatch Supervisor is responsible for overseeing the Dispatch and Scheduling staff teams and assigning Dispatchers and Schedulers to coordinate drivers and vehicles, cover reservations, and prepare schedules. The individual in this position ensures Dispatchers communicate with drivers using all available technologies while ensuring responsiveness and resolution of dispatcher requests and incidents, vehicle breakdowns and accidents, emergencies and route-deviations.  This position also oversees Scheduler responsibilities for the receipt and recording of trip requests and cancellations from customers, and for ensuring that the information is provided to the appropriate scheduling, dispatching, and/or driving staff in a timely manner. The Scheduling / Dispatch Supervisor confirms that reservations are made, schedules are constructed and adhered to, and drivers are assigned to the appropriate vehicles to meet customer demand and services.

• Oversees monitoring and improving the Dispatch team’s duties of creating schedules and customer reservations and ensuring that the team provides the highest standard of customer service.
• Communicates as necessary with management and staff and ensures subordinates respond timely to customer needs, which may include Dispatchers, Schedulers, Drivers, Mechanics, passengers and/or the general public.
• Ensures staff executes reliable on-time performance of service, dispatching drivers to cover prepared schedules, ensuring accurate driver assignment sheets, covering for absent drivers according to procedure, monitoring vehicle movement, monitoring radio traffic/cell phones and responding with personnel changes, vehicle exchanges, or other changing conditions.  
• Contributes effective communications within the organization by establishing and maintaining open communication lines with all staff members and the public.
• Keeps management and staff informed of critical incidents and information needed to ensure smooth operations.
• Receives and responds to trip requests for paratransit system operations information.
• Accurately schedules paratransit service requests.
• Uses all available technologies, such as Ecolane, to collaborate with Customer Service, Dispatchers, and Schedulers to ensure premier service; ensures proper data entry of passenger information for specific trip requests, negotiating requested times where necessary or appropriate.
• Meets all legal and procedural requirements by ensuring compliance with provisions of the ADA, FTA, PennDOT, etc. Upholds and enforces all Substance Abuse Policy regulations and Chester County Community Transit policies.
• Performs other duties as may be required or assigned.

Required Skills, Knowledge & Experience:

Education: This position requires a Bachelor’s degree in Planning, Public Administration, Transportation, Business Administration, or a related field. Related experience may substitute for educational requirements on a year for year basis.

Experience: This position requires at least two (2) years of either successful management experience for a major metropolitan area and/or managing public transportation with paratransit / bus operations as a supervisor or at least two (2) years of paratransit / bus operations as an operator and/or dispatcher.

Qualifications / Requirements:

• Ability to interface effectively with all levels of County management.
• Strong working knowledge of paratransit transportation operations.
• Ability to coordinate with supervisor and other relevant Department personnel in the development of policies and procedures.
• Ability to maintain confidential information and handle confidential matters.
• Strong analytical and problem-solving skills.
• Excellent verbal, written and interpersonal skills.
• Accurate and detail-oriented, with excellent organizational skills and the ability to perform multiple tasks while priorities are under constant change.
• Intermediate to Advanced skill to use a personal computer and various software packages.
• Monitoring and evaluating subordinate staff.
• Preparing reports.
• Maintaining logs and records.
• Operating applicable office equipment.
• Ability to work independently and proceed with objectives.
• Ability to work extended hours, as necessary.

Relevant background checks, clearances, physicals, drug tests, and any other assessments or evaluations will be conducted after an offer of employment is given per County policy.

Computer Skills Required:

To perform this job successfully, an individual should have, at minimum:

• Intermediate Word skills
• Intermediate Excel skills
• Intermediate Outlook skills
• Intermediate Internet skills
• Prior experience with Ecolane software is preferred

Physical Demands:

While performing the duties of this position, an individual is frequently required to sit, and talk or hear.  Occasionally, an individual will need to stand, walk, bend at the waist while working, and climb stairs.  On rare occasions, the individual will need to reach or work with arms above shoulders, kneel, stoop, crouch or squat.

The specific vision requirement listed for this position is:

• Close vision (clear vision at 20 inches or less).

Work Environment:

Most duties are typically performed in an office environment, where the noise level is quiet to moderate. Duties may occasionally be performed at off-site locations and/or outdoors, which may necessitate dealing with excessive heat or cold and/or moderate to loud noise levels.

Certificates / Licenses / Clearances Required:

This position requires the following documents to be obtained, reviewed as acceptable by the supervisor, and re-obtained every five (5) years:  

• PA Child Abuse
• PA Criminal History
• FBI Criminal History

Salary : $49,725