Paratransit Dispatcher

GENERAL DESCRIPTION OF WORK:

Coordinates and monitors daily operations of VIA Metro paratransit services. Supervises the work activity of a large group of paratransit operators and field supervisors to ensure safe, efficient, and reliable service. Responsible for managing paratransit operations by receiving and transmitting information, giving instructions, responding to emergencies or making adjustments to maintain on-time performance and productivity by communicating with Operators, Supervisors, Transit Police, Managers, customer service, and other agencies. Serves as a liaison with San Antonio and suburban city fire and police departments, EMS, and other public and private entities. Responsibilities are difficult in nature, requiring extensive supervisory skills and ability.

ESSENTIAL FUNCTIONS:

Monitors computer-aided dispatch (CAD) system by using system voice/data radio control, schedule adherence, pull-ins and pull-outs, alarms, trips sequence, and other status information.

Controls trip schedule rerouting and rescheduling to provide cost effective and efficient on-time service.

Directs Operators during emergencies, equipment breakdowns, and service delays using a CAD system, multi-channel radio and telephone communications console.

Prioritizes reported problems in order of importance and severity, formulates, coordinates, and directs the appropriate course of action.

Responds to CAD system alarms, text messages and communications.

Operates a two-way radio to maintain contact with Paratransit Operators and Paratransit Supervisors, relaying essential trip schedule modifications, location of major traffic accidents, water crossing road closures, general road conditions, etc.

Supervises collaboratively with Paratransit Reservation Agents to provide information in response to customer inquiries.

Records pertinent information on incident reports detailing all reported criminal activity, accidents, road hazards, mechanical malfunctions, and other operational problems and potential service disruptions.

Keeps records of all trouble calls and relays relative information to appropriate divisions.

Responsible for special projects which may require research and the submission of written reports, memos, or proposals.

Prepares daily reports. Performs various administrative assignments and projects.

Works collaboratively with Paratransit Station Foremen to provide efficient utilization of vehicles and with Paratransit Operators to meet daily service demands.

Resolves critical customer situations by working closely with SAPD, EMS and Adult Protective Services with respect to customers who cannot be left unattended or who wander from a supervised environment.

Ensures all work is accomplished in compliance with the “Memorandum of Working Conditions for Hourly-Paid Employees”, and the “Operators Manual of Rules and Procedures” and all related amendments and bulletins.

Responsible for monitoring, analyzing and adjusting same-day trips to ensure vehicle productivity is maintained or increased, and to minimize system trip violations (change pick up time, extend on-board time, etc.).

Provides coaching and/or direction to Operators. Cites Paratransit Operators for rules and standard operating procedure violations.

Receives accident reports and dispatches; directs on duty Paratransit Supervisors to the accident/incident scene.

Communicates and coordinates with paratransit staff, clients, guardians, and care givers of VIAtrans customers to resolve routing and scheduling issues.

Creates, deletes or condenses vehicle runs, as necessary, to adjust to changes to trip schedules resulting from trip cancellations, will calls, vehicle malfunctions, traffic and weather conditions, customer no shows, trip reservation errors, etc.

Coordinates with purchased transportation contractor(s) in providing VIAtrans services ensuring all assigned runs and trips are performed in accordance to VIAtrans policies and procedures. Communicates with contractor(s) staff to ensure timely operator pull-out/pull-in, operational issues, vehicle concerns, and MDT operations are addressed in a timely manner, adjusting service as necessary.

Coordinates with taxi service contractor in assigning Will-Call trips with all pertinent booking and customer information. Monitor taxi Will-Call trips to ensure pickups are in a timely manner, adjusting service as necessary.

Utilizes broadcast media and the internet to monitor real-time city traffic, road closures, and current weather conditions. Relays pertinent information to Paratransit Operators, Paratransit Station Foreman and Paratransit Supervisors, as necessary.

Coordinates or directs vehicle maintenance personnel to assist with vehicle malfunctions.

Examines Automatic Vehicle Location (AVL) history data records, as necessary, to determine vehicle travel pattern “cause and effect” in relation to schedule and vehicle location adherence problems.

Investigates customer and Paratransit Operator concerns and requests, and recommends solutions; works closely with Customer Information Department; keeps the Paratransit Lead Dispatcher and the Manager of Paratransit Operations informed of customer or operator concern trends.

Notifies appropriate personnel in case of Operator emergencies, major incidents and disruptions.

Follows and enforces the Federal Communications Commission (FCC) rules and regulations pertaining to radio communication systems.

Performs customer and public relations duties, including retrieving lost articles and helping to locate missing persons.

Maintains, supports, and promotes a safe environment while complying with all VIA safety rules, policies, and procedures.

Adheres to safety rules, regulations, policies and procedures to ensure the well-being of VIA employees, customers, and business partners.

Performs other related work as assigned.

This job description is not to be construed as an exhaustive list of duties, responsibilities, or requirements. Employees may be required to perform other related job duties.

EDUCATION AND EXPERIENCE:

High school education or equivalent, plus two (2) years of college, and three (3) years of applicable paratransit experience with an exemplary record, or an acceptable combination of education, training and experience. Associates degree is desirable.

ADDITIONAL REQUIREMENTS:

Must have knowledge of applicable local, state, and federal laws, rules, and regulations governing public transit systems.

Must have a valid Texas Driver’s License and a good driving record.

Requires knowledge and ability to plan, organize, and control a major segment of the operational activities.

Operate computer systems proficiently.

PARATRANSIT DISPATCHER JOB DESCRIPTION

(continued) *Date Revised 06-07-19

Must be able to understand, interpret, and apply law rules, regulations, policies, and procedures. Analyze situations, identify problems, and recommend solutions.

Must have knowledge of locations of streets, buildings, facilities, etc. throughout Bexar County.

Interact professionally with various levels of VIA employees and outside representatives.

Speak effectively to individuals and/or small groups. Must have the ability to deal with the public in a pleasant and patient manner; sensitivity to persons with disabilities; ability to speak clearly and precisely during radio contact with Paratransit Operators.

Must have mathematical skills to perform basic calculations.

Must have knowledge of the “Working Conditions for Hourly-Paid Employees” and the “Operators Manual of Rules and Procedures”.

Must be able to work independently with little or no supervision.

Must be able to perform trip reservation and scheduling tasks using a computer and scheduling software program.

Must maintain the confidentiality of sensitive information, material, and personnel data.

Must be able to travel off property in company vehicles.

Must be able to operate all passenger vehicles used by VIAtrans.

Positions in this classification are considered safety sensitive under the Federal Transit Administration’s drug and alcohol regulations.

Must be able to maintain good work attendance.

Safety Accountability Statement:

• Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers.

• Demonstrate a professional commitment to assure compliance with all organizational policies, practices and programs; related to safety, health, and system security.

• Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department.

• Employees are responsible, and required, to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used.

Must support and comply with VIA’s EEO policies and the Diversity Program.

PHYSICAL REQUIREMENTS:

Physical ability required to be mobile, bend, stoop, stand, reach, and occasionally lift objects 5-25 pounds, such as files, supplies, and books. Must be able to sit for long periods of time.

PARATRANSIT DISPATCHER JOB DESCRIPTION

(continued) *Date Revised 06-07-19

Must have sufficient mobility to perform duties in the field, such as investigations, directing vans, etc.

WORK ENVIRONMENT:

Inside and outside work with irregular hours. Work hours involve early morning, late night, weekends, and/or split shifts. Must be able to work various hours and work locations

Some exposure to inclement weather conditions, chemical, physical and mechanical hazards.

Days off are subject to cancellation.

Work involves limited interactive telephone activity with a person with disabilities and general public.

Transguide building is not accessible to pedestrians or bicyclists and is not served by VIA buses.

VIA is an Equal Employment Opportunity Employer, providing equal opportunity to all qualified individuals, regardless of race, color, religion, age, sex, national origin, veteran status, genetic information, or disability.