What are the responsibilities and job description for the Paratransit Lead Dispatcher position at VIA Metropolitan Transit?
GENERAL DESCRIPTION OF WORK:
Performs supervisory and administrative functions necessary in directing the work of the VIAtrans Dispatcher workgroup. Uses Trapeze PASS to monitor trips, respond to customer inquiries, and track revenue vehicles. Supervises the work activity of a large group of paratransit operators and field supervisors to ensure safe, efficient, and reliable service. Work consists of creating work schedules for the Dispatchers, creating procedures and guidelines, setting performance goals for dispatchers and administering performance reviews. Performs all duties associated with Paratransit Dispatching as detailed in the job description. Serves as liaison with San Antonio and suburban city police departments, fire departments, EMS and other public entities.
ESSENTIAL FUNCTIONS:
Organizes and delegates duties to Paratransit Dispatchers, Paratransit Lead Supervisors, and Paratransit Field Supervisors and ensures administrative procedures and Standard Operating Procedures are adhered to and to hold them accountable for their performance.
Responsible for the movement and schedule adherence of paratransit operators using the TransitMaster/AVL system.
Works with Trapeze PASS to monitor trips, respond to customer inquiries, and track both VIA and contractor revenue vehicles.
Also serves as a Paratransit Dispatcher, fulfilling all Paratransit Dispatcher duties and work schedules.
Develops training classes and guidelines to ensure that all Paratransit Dispatchers are proficient in their use of the TransitMaster/AVL system. Researches and develops new ways to advance the use of the TransitMaster/AVL system.
Works to ensure that all Paratransit Dispatchers are following established procedures regarding the TransitMaster/AVL and Trapeze systems regarding schedule rerouting and rescheduling of trips.
Ensures that Dispatcher staff assignments are well organized and complete. Oversees the timely compilation of all reports both within the division and inter-department.
Responsible for ensuring that pertinent data has been gathered, and options explored and analyzed so that clear and concise recommendations/alternatives are prepared.
Monitors operational effectiveness of daily schedule through analysis of system data and quality assurance assessments; reports findings, as requested, to the Paratransit Transportation Administrator.
Serves as a liaison between the Paratransit Dispatcher workgroup and the Information Technology Division to identify and correct any problems with the TransitMaster/AVL system.
Acts as a liaison between supervisory personnel, service contractors, and other divisions to ensure effective teamwork and department cooperation and communication.
Monitors Paratransit Operator’s adherence to the customer’s scheduled pick-up time and to vehicle’s position location; provide operator assistance to ensure Paratransit Operators continue on schedule by attempting and finding, when possible, trip rescheduling solutions.
Creates, deletes or condenses vehicle runs, as necessary, to adjust to changes to trip schedules as a result of trips cancellations, will calls, vehicle malfunctions, traffic and weather conditions, customer no shows, trip reservation errors, etc.
Works closely with Paratransit Lead Scheduler, Paratransit Lead Reservation Agents, and Paratransit Lead Field Supervisors and Field Supervisors to correct any recurring customer trip concerns.
Works closely with Paratransit Station Foremen to determine resources needed to provide paratransit services to VIAtrans customers.
Ensures will call/open return, cancellations, “Where's My Ride,” taxi will-calls, and same day add-on calls and requests are processed promptly.
Clarifies and facilitates data and information in order to more effectively assist patrons/staff.
Formulates recommendations for consideration to improve working relationships with Paratransit Operators, Paratransit Supervisors, Paratransit Dispatchers, and other departments.
Assigns and supervises Paratransit Dispatchers, making sure they have knowledge and understanding of the significance of the duties and ensuring that these duties are thoroughly and properly performed.
Develops and coordinates operational procedures by holding regular meetings to discuss problems that may occur during assignments.
Develops and updates “Dispatcher Standard Operating Procedures”, assists the Paratransit Transportation Administrator, and ensures that all Paratransit Dispatchers comply with respective procedures.
Performs related work as required by Manager of Paratransit Operations, Paratransit Operations Administrator, and Paratransit Transportation Administrator.
Communicates and coordinates with Paratransit staff, clients, guardians, and caregivers of VIAtrans customers to resolve routing and scheduling issues.
Investigates customer and Paratransit Operator concerns and requests and recommends solutions; works closely with Customer Information Department, the Paratransit Transportation Administrator and Accessible Services Department.
Trains newly assigned Paratransit Dispatcher trainees and directs or provides proficiency/recurring training of assigned dispatchers, as required. Crosstrains other Paratransit
Operations personnel as needed.
Assists in the handling of personnel disciplinary actions. Directs Paratransit Dispatchers and monitors performance to keep employees proficient.
Assists Paratransit Dispatchers in their duties when workload is higher than normal to meet service demands.
Provides Paratransit Dispatcher job performance feedback to the Paratransit Transportation Administrator and Manager of Paratransit Operations. Fosters teamwork and a positive work environment.
Ensures all Paratransit Dispatchers are in compliance with the “Working Conditions of Regular, Extra Board and Paratransit Operators, and Hourly Fleet & Facilities Employees” and all amendments that relate to the working conditions and the “Paratransit Operators Manual of Rules and Procedures”.
Counsels operators to ensure their compliance with safe, efficient delivery of service.
Follows and enforces the Federal Communications Commission (FCC) rules and regulations pertaining to radio communication systems.
Performs customer and public relations duties, including working with Paratransit Supervisors to retrieve 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.
Must have knowledge of applicable local, state, and federal laws, rules, and regulations governing public transit systems.
Performs other related work as assigned.
This job description excludes marginal functions that are incidental to performing the job. Other duties may exist.
EDUCATION AND EXPERIENCE:
High school education or the equivalent, plus two (2) years of applicable college courses equal to two (2) years of college, and four (4) years of applicable paratransit experience of which two (2) years must be in a paratransit supervisory position with at least one year of paratransit dispatching experience, or an equivalent combination. Associates degree is desirable.
ADDITIONAL REQUIREMENTS:
Must have experience in computer applications and be able to quickly learn and become proficient, and maintain proficiency in Computer Aided Dispatch/Automatic Vehicle Location (CAD/AVL) and Trapeze PASS 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.
Knowledge of locations of streets, buildings, facilities, etc. throughout Bexar County is essential.
Ability to maintain confidentiality of sensitive material.
Ability to deal effectively with personnel at all organizational levels, involving situations requiring discretion and persuasion in order to obtain timely assistance/compliance.
Ability to communicate effectively with subordinates as well as with supervisors and general public.
Must have a thorough knowledge of paratransit operations.
Must have mathematical skills to perform basic calculations.
Ability to prepare accurate and detailed reports. Work also involves the basic understanding of working with computer equipment.
Must be able to operate all passenger vehicles utilized by VIAtrans.
Must possess good communication skills, both verbal and written.
Must be able to travel off and on property in company vehicles.
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 VIA’s EEO and Diversity Program.
PHYSICAL REQUIREMENTS:
Physical ability required to be mobile, bend, stoop, reach and lift objects weighing 5-25 pounds such as files, supplies, equipment and large heavy reference manuals and books.
WORK ENVIRONMENT:
Work involves frequent verbal interactivity with VIA staff, customers and agency representatives.
Works in normal office environment at various locations.
Work requires evenings, weekdays, weekends, holidays, and varying work shifts to include split shifts.
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.
