Dispatcher, Full-Time

Objectives

Individual dispatches vehicles to the appropriate destinations based on pre-arranged and on-demand trip requests. Monitors the location of vehicles in service to ensure driver safety and on time performance for scheduled trips. Schedule same day trips to driver manifests. Respond to, resolve, or assist in resolving issues that arise with drivers in service. Incumbent reports to the Operations Manager.

DCT Hours of Operation:
Monday–Friday, 5:00 am – 9:00 pm
Saturday, 8:00 am – 4:00 pm

Job Standards

A High School Diploma, GED, or equivalent work experience. Must possess a valid Ohio Driver’s License and have an acceptable driving record. Incumbent must be adaptable to a flexible work schedule.

Essential Functions

• Dispatch vehicles after determining vehicle location, direction of travel, and future destinations.

• Monitor vehicle locations to determine that drivers are in a safe operating mode and maintaining on time performance to trips on driver manifests. Take appropriate actions to rectify any concerns or issues.
• Schedule same-day trips on to driver manifests. Make adjustments to driver manifests as needed to ensure daily operations are meeting expectations.
• Respond to drivers in service and assist them with trip information, trip location, passenger needs, etc., as well as any safety or vehicle concerns.
• Provide reliable customer service by fielding and responding to customer inquiries and entering same-day passenger trips.
• Provide direction to drivers based on established policies and procedures. Work with Road Supervisor(s) to communicate driver issues/concerns as needed.
• Maintains, communicates, and reports daily operational information both electronically and manually.
• Perform duties using a range of software products, including Microsoft Office, scheduling software, email, and internal messaging system.
• Count and document driver daily fare boxes. Report discrepancies and known changes to passenger fares.
• Monitor drivers when reporting for duty using reasonable suspicion training on drugs and alcohol use/abuse.
• Monitor vehicle keys to ensure the correct, assigned vehicles are being used by the driver and that keys and fareboxes are returned at the end of their shift. Re-assign vehicles to drivers as needed.
• Works closely and communicates regularly with Road Supervisor(s) and Mobility Management Coordinators to resolve daily operational issues.
• Performs other duties as assigned by supervisor(s).

Supplemental Information

JOB REQUIREMENTS AND DIFFICULTY OF WORK

Equipment: Ability to operate a two-way radio, standard office equipment, various software and multi-line phone.

Critical Skills/Expertise:

• Ability to define and solve problems, collect data, establish facts, draw valid conclusions using judgment, and analytical skills. Ability to adhere to office policies and procedures. Knowledge of the Delaware County area, including the ability to read maps.
• Knowledge of dispatching procedures with radio communications.
• Knowledge of basic math skills.
• Ability to read and understand manifests in order to determine specific stops and instructions for transporting passengers.
• Knowledge of computer usage and applications such as scheduling/dispatching software, spreadsheets, and word processing;
• Ability to understand and carry out oral and written instructions.
• Ability to communicate effectively, both orally and written;
• Ability to work effectively with customers, specifically elderly, disabled or medically fragile individuals who may be upset, distraught, irate, emotionally or mentally or otherwise unable to function within reasonable range of constructive behaviors;
• Ability to work under pressure and to capably interact with co-workers, supervisors, and other members of various departments and agencies.
• Ability to organize and maintain large volumes of information.
• Ability to effectively plan independently and in collaboration with other staff units and outside agencies.

Equal Opportunity Employer
M/F/D/V