Access Dispatcher/Controller

Access Dispatcher/Controller

The Access Dispatcher/Controller is an in-office position responsible for managing the operational concerns that arise during the day of service, rescheduling trips, monitoring on-time performance, and resolving customer-related issues while following established SOP's and WeGo protocols. The role involves close collaboration with in-house staff, and drivers to ensure seamless and efficient service delivery.

Key Responsibilities:

• Operator Issues on Day of Service:
  • Address and resolve operator problems in real time.
  • Approve no-shows, cancellations at the door, and answer all RTTs/radio calls.
  • Provide directional assistance to operators as needed.
  • Provides solutions to pick up and/or drop off issues and address any field problems such as accidents and breakdowns and maintain records of each occurrence
  • Reschedule trips due to breakdowns, accidents, manpower shortages, vehicle issues, or late pull-outs.
  • Enter data into computer by keyboard entry devices to complete dispatch calls.
• Performance Monitoring:
  • Monitor and track on-time performance for in-house and 3rd party providers.
  • Confirm that all in-house routes have operators and vehicles assigned.
  • Collaborate with internal teams (e.g., work with Team 22) to facilitate van swaps and route assignments.
  • Ensure unassigned trips are rescheduled after being returned by providers.
• Trip Management:
  • Manually remove trips from non-dedicated third-party providers to fill slack time with in-house resources.
  • Update trip details and adjust in-house routes to optimize on-time performance while monitoring vehicle location in real-time.
  • Notates, investigates and reports late pull-outs and habitually late routes.
  • Enters cancellations, no-shows, missed trips, and cancellations at the door into the system.
  • Ensures smooth and timely dispatching by correcting booking errors, including address and time adjustments.
• Customer Management on Day of Service:
  • Provide accurate ETAs (if Customer Care cannot provide).
  • Address and resolve customer issues, ensuring service is maintained to a high standard.
  • Reschedule customers from no-shows, missed trips, accidents, breakdowns and delayed in-house routes.
• Communication & Collaboration:
  • Effectively communicate with operators, customers, and third-party providers to ensure accurate and timely service.
  • Assist with scheduling, ensuring that both customer and operational needs are met efficiently.
  • Operates required telephone and radio and communications equipment
  • Contacts appropriate law enforcement agencies, medical services and/or supervisory personnel in emergency situations

Required Qualifications:

• Strong written and verbal communication skills.
• Ability to solve practical problems and deal with a variety of concrete variables/scenarios.
• Demonstrate a high level of customer service commitment, confidentiality and integrity.
• Respectful and sensitivity to a diverse range of individuals, including the elderly and persons with disabilities.
• Performs all duties with efficiency in a courteous, responsible and timely manner
• Ability to actively listen, gather and interpret information and exercise good judgement when making quick decisions.
• Ability to handle high-pressure situations.
• Ability to learn and follow regulations and guidelines pertaining to the WeGo Access protocol and policies as well as the ADA
• Ability to work in a team environment and create a positive non-judgmental atmosphere.
• Attention to detail is paramount.
• Must be reliable, prompt and dependable.
• Ability to use and interpret street maps as well as give directions
• Strong organizational and time management abilities to create efficient schedules and manage complex trip details.
• Knowledge of transportation scheduling systems and dispatch procedures preferred.
• Previous experience in dispatching or transportation operations is preferred.
• Ability to multitask and prioritize during high-demand periods.
• Ability to closely observe four and sometimes five computer monitors simultaneously.

Work Environment: This role will be performed in a dynamic, fast-paced environment where attention to detail and quick decision-making are crucial to ensuring operational success and customer satisfaction.