Routing & Scheduling Specialist

Sonoma County Paratransit Routing & Scheduling Specialist

The Sonoma County Paratransit (SCPT) Department provides a vital service to some of the most vulnerable populations in Sonoma County. Reporting to the Associate Director, the Routing & Scheduling Specialist is responsible for professionally answering incoming calls, addressing customer inquiries, resolving client complaints, dispatching drivers, clearly and accurately documenting issues and occasionally scheduling Paratransit rides. Due to the nature of our community involvement and clientele, the Routing and Scheduling Specialist must thrive in a challenging work environment, enjoy making a difference in the lives of senior citizens and persons with disabilities, is a skilled problem solver that is mission driven and enjoys working within a team culture. In this role, you will play a crucial part in the smooth operation of our paratransit programs, ensuring that passengers have efficient and effective transportation services. connecting our clientele to the community. This contribution to our community is a source of pride for CVNL. Creating a seamless bridge from customer service representatives to drivers as they are the creators of what is booked to what is going to be worked. Bringing solutions and real time strategies to help better customer service to our clients and efficiency to a driver's day.

Responsibilities

• Coordinate transportation routes and schedules, ensuring efficient and timely service for and nonprofit organizations.
• Collaborate with transportation providers and community partners to secure transportation resources and optimize routing plans.
• Dispatch drivers and provide them with clear instructions and support throughout their transportation assignments. Communicating routing changes and issues from clients to Drivers. Communicating up-to-date road conditions, hazards and changes to Drivers.
• Maintain accurate records of transportation activities, including driver logs, trip details, and passenger information.
• Monitor transportation operations to identify and address any issues or delays, taking appropriate action to mitigate disruptions.
• Communicate with and manager vendors including routing and scheduling software.
• Communicate with fellow office staff, drivers, and transportation providers to provide updates, address concerns, and ensure alignment of expectations.
• Conduct regular evaluations and analysis to identify opportunities for process improvement and cost savings in transportation logistics.
• Continuously evaluate and improve dispatch processes and protocols to enhance efficiency and effectiveness
• Monitor and analyze transportation data to identify areas for improvement and implement strategies to enhance service effectiveness.
• Accurate data entry, tracking and logging into database systems such as Novis & ADP
• May cover Client Service Representative (CSR) position during absences.
• Accurate record keeping of customer issues, requests, calls, complaints and compliments in appropriate logs.
• Attend and participate in regular Paratransit & CVNL staff meetings & events.
• Contributing to a safe and efficient workspace following company and Cal/OSHA guidelines
• Other clerical duties as assigned.