Dispatcher / Scheduler

REPORTS TO: General Manager or Designee

SUPERVISES: N/A

CATEGORY: Full-time Position

FLSA STATUS: Non-Exempt

DIVISION: Operations

RESPONSIBILITIES:

Responsible for working with trip request data to develop efficient schedules and perform dispatching duties. Responsible for reviewing, revising, and producing final schedules using scheduling software; refines trip assignments to increase productivity, improve ride quality, and adjust individual route schedules to provide resources that match demand. Analyzes feedback and service delivery issues and recommends and implements changes. Schedules driver assignments. Dispatches vehicles and drivers through the use of a computerized dispatch system. Monitors efficient utilization of assigned vehicles to limit passenger ride times and ensure on-time passenger service. Operates required radio and communication equipment. Ensures accurate reporting in Microsoft Excel spreadsheets.

DUTIES:

• Performs scheduling function for trips.

• Analyzes feedback concerning service delivery issues and recommends changes that will improve service.

• Monitors radio transmissions to assure operators are observing schedules; identifies service disruptions and initiates corrective action; monitors adequacy of service and recommends adjustments.

• Contacts drivers to reschedule work, when necessary, to maintain shift strength. Informs relief dispatchers of any special circumstances or conditions affecting service delivery.

• Monitors operating practices to assure compliance with rules and regulations; report violations, including customer complaints, to supervisor or assigned individual.

• Provides drivers with written work manifest at the beginning of work shift; updates manifest throughout the day and advises operator of changes.

• Researches and responds to inquiries from passengers regarding delayed arrivals, cancellations, or other schedule information.

• Contacts appropriate law enforcement agencies, medical services and/or supervisory personnel in emergency situations.

• Monitors and adjust passenger schedules and vehicle load capacities as necessary to maintain operational effectiveness and efficiency.

• Completes and maintains late pick-up and cancellation records and prepares other required written documents, reports and logs.

• Works cooperatively with all departments and business contacts to ensure quality service is provided.

• Ensures that specific services are provided to meet the needs of particular clients.

• Provides assistance to drivers and passengers when an emergency situation develops, and assists central maintenance in routing of vehicles for repair.

• Completes and maintains spreadsheets for daily and monthly trip reports.

• Performs other related duties as assigned.

PHYSICAL DEMANDS:

Position is primarily sedentary and performed in an office environment; required to sit for long periods of time working at a computer and using a telephone and/or headset and a radio. Position is fast paced, and work may be done under stressful conditions. Must be able to hear and speak well enough, with or without correction, to receive and give detailed information through oral communication. Moderate lifting, bending, twisting and crouching may be required to access files and move/lift items such as files and boxes up to 50lbs.

KNOWLEDGE AND ABILITIES:

Knowledge of customer service concepts; ability to rapidly acquire a working knowledge of specific contract requirements/guidelines and Paratransit Services; must have good area knowledge and knowledge and ability to operate a two-way radio communications system and working knowledge of computer systems. Ability to: communicate effectively and understandably in the English language, both orally and in writing; work at a fast pace and make decisions quickly. Ability to: pay attention to detail while making minimal errors; handle stress; perform multiple duties with efficiency in a courteous, responsible and timely manner; be sensitive to a diverse group of individuals, including the elderly and persons with disabilities; must possess excellent phone and interpersonal skills. Must have good problem solving and analytical skills to gather and interpret data. Must have good organizational skills and be able to prioritize work.

MINIMUM QUALIFICATIONS:

High School Diploma or GED. One year dispatching or scheduling experience, or work experience that clearly demonstrates the applicants’ ability to rapidly learn and perform the duties and responsibilities of the position. Must be computer literate and be able to work extensively with Microsoft Excel spreadsheets. Must be able to work under stress and perform multiple tasks simultaneously. Must demonstrate tact, courtesy and good judgment when communicating with others. Must be able to successfully pass a criminal background check and pre-employment drug screening.

WAGE RANGE AND BENEFITS:

• Wage is $16.50 per hour.

• Benefits offered are medical, dental, vision and life insurance; vacation, sick and holiday pay; flexible spending account for health and child care expenses; Employee Assistance Program; additional voluntary life, accidental death & dismemberment, and long term disability insurance; 403(b) Plan participation.

PARATRANSIT SERVICES IS AN EQUAL OPPORTUNITY EMPLOYER