Dispatcher - Paratransit - BRTA

Hourly Wage Range: Per Collective Bargaining Agreement (CBA) Knowledge and Experience High School Diploma or equivalent. At least 2 years’ radio and/or window dispatch experience in a fast‑paced environment. Knowledge of transit routing/scheduling systems. Skills High level of attention to detail. Effective communication skills, both written and oral. Excellent organization and multitasking skills. Demonstrated written and oral communication and organizational skills. Ability to handle stress, including emergency situations. Good reasoning and decision‑making skills. Ability to read, write and speak English. Ability to work flexible schedules that may include nights, weekends, and holidays. Key Accountabilities Dispatch Operations Assign and coordinate trips to operators based on schedules, availability, and service priorities. Monitor vehicle locations and route adherence using automated dispatching software. Adjust schedules in real time to accommodate delays, cancellations, or emergent trip needs. Maintain constant communication with operators via radio, phone, or digital systems. Provide clear instructions, route updates, and support to field staff. Respond to customer inquiries regarding trip status, delays, or service issues. Schedule client trips and review, organize and maintain trips. Other duties as assigned. Customer Service Ensure a high standard of service for passengers with diverse mobility and accessibility needs. Address service disruptions and passenger concerns with professionalism and empathy. Problem Solving & Incident Management Identify and resolve service issues such as delays, no‑shows, equipment failures, or emergencies. Dispatch backup vehicles or reassign trips when necessary. Document incidents accurately and escalates issues per protocol. Data Management & Reporting Maintain accurate trip logs, driver records, and service data. Input and update information in scheduling and dispatch software. Generate reports on service performance, on‑time metrics, and operational trends. Compliance & Safety Ensure adherence to company policies, safety procedures, and regulatory requirements. Monitor driver compliance with routes, schedules, and passenger assistance standards. Support emergency response procedures when needed. Trip Scheduling Book trips utilizing call booking script. Answer calls within call center KPI standards (hold times, call length, abandoned calls). Physical Demands and Work Environment The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of the job. Reasonable accommodation may be requested to enable individuals with disabilities to perform the essential functions. All roles may entail, to varying extents, the following physical demands: Long periods of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand‑wrist motions, and traversing uneven surfaces. Exposure to extreme heat and cold. Exposure to loud noises, fumes, and airborne particles. In addition to the above demands inherent in every role, the following roles may entail unique physical demands: Operators/Drivers may work inside or outside vehicles and may operate vehicles for over 8 hours per day. Operations Supervisors and Managers may split their work between an office setting and active transit field locations. Maintenance Employees may be exposed to chemicals in a ventilated maintenance shop and work with heavy machinery. Office Staff may work indoors in air‑conditioned facilities, typing, or looking at a computer screen. Additional Statements Drug screening: Employment for safety‑sensitive positions will be contingent upon passing a pre‑employment drug screen and a physical examination. Safety commitment: Safety is a core value; we prioritize the wellbeing of employees, customers, and communities. Environmental commitment: We strive to minimize the environmental impact of operations. EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of protected status. We provide reasonable accommodations where needed. Work authorization: Applicants must be authorized to work in the United States; visas are not sponsored for this position. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr