Dispatcher

Dispatcher

The Dispatcher is responsible for assisting in maintaining the safe, reliable, and on-time performance of Chester County Community Transit. This position is responsible for dispatching drivers to cover prepared schedules and mitigate absenteeism according to procedures and guidelines and coordinating with maintenance in assigning vehicles. The individual in this position communicates with drivers using all available technologies. They respond and resolve issues such as driver questions and issues, passenger requests and incidents, vehicle breakdowns and accidents, emergencies, and route deviations. Dispatchers communicate as necessary with management and staff, and completes reporting logs, consumer reports, and operational record keeping.

Essential Duties

• Monitors daily operations and provides support and direction to paratransit drivers. Supports customer service goals by giving feedback on critical areas such as bid runs, consumer inquiries / reports, and operator evaluations.
• Meets all legal and procedural requirements by ensuring compliance with provisions of the ADA, FTA, PennDOT, etc. Upholds and enforces all Substance Abuse Policy regulations, Collective Bargaining Agreement provisions, if applicable, and the Chester County Department of Community Transit policies.
• Maintains reliable on-time performance of service, dispatching drivers to cover prepared schedules, ensuring accurate driver assignment sheets, covering for absent drivers according to procedure, monitoring vehicle movement, monitoring radio traffic/cell phones based upon division and responding with personnel changes, vehicle exchanges, or other changing conditions.
• Identifies customer trips in computerized scheduling system and takes corrective action to resolve service issues, and documents the process.
• Uses all available technologies, such as Ecolane, to collaborate with Customer Service and Schedulers to ensure premier service.
• Evaluates drivers' competency to operate a paratransit vehicle, communicates with the Fleet Manager regarding concerns on vehicle safety and availability and responds to passenger incidents accordingly.
• Communicates any weather or traffic conditions affecting service.
• Responds to accidents or emergencies by obtaining details, informing appropriate management, emergency personnel, or law enforcement, obtaining help for drivers and rerouting other vehicles to pick up passengers. Coordinates drug testing, if required.
• Achieves and maintains rapport with drivers by asking questions to gain an understanding of their needs and current situation, answering requests in timely pleasant manner, keeping them informed of policies and procedures, and relaying information to proper departments.
• Serves as a good steward of public resources by monitoring overtime, efficiencies, and lost time incidents.
• Completes recordkeeping and documentation by noting procedures and decisions; maintaining required documentation; inputting and maintaining computer records, forms, and logs; reviewing driver documents for accuracy, response, and timely delivery to appropriate departments; collect, analyze, and track operating data as assigned.
• Completes daily clerical assignments such as clipboards for following day's service.
• Ensures payroll information is accurate and timely as assigned.
• Contributes to effective communications within the organization by establishing and maintaining effective communication lines with all staff members and public.
• Keeps management and staff informed of critical incidents and information needed to ensure smooth operations.
• Performs other duties as may be required or assigned.

Qualifications/Preferred Skills, Knowledge & Experience

Required Skills, Knowledge & Experience:

Education: This position requires a high school degree or GED equivalent, with some completed college coursework preferred.

Experience: At least two years of public transit/transportation experience as an operator and/or dispatcher is highly desirable. This includes a minimum of 21 years of age, acceptable driving record, and background verification in accordance with Chester County Community Transit standards.

Qualifications / Requirements:

• Ability to interface effectively with all levels of County management.
• Ability to understand transit systems operations and service area.
• Ability to listen actively and to persuade others to accept recommendations.
• Ability to analyze situations, solve problems and deal with a variety of changing situations in a timely manner.
• Able to function effectively under stress and remain calm and collected during emergencies.
• Strong working knowledge of paratransit transportation operations.
• Strong analytical and problem-solving skills.
• Excellent verbal, written and interpersonal skills.
• Accurate and detail-oriented, with excellent organizational skills and the ability to perform multiple tasks while priorities are under constant change.
• Basic to Intermediate skill to use a personal computer and various software packages.
• Preparing reports.
• Maintaining logs and records.
• Operate applicable office equipment.
• Ability to work independently and proceed with objectives.
• Must have regular attendance and punctuality.
• Ability to work various shifts and days, including weekends and holidays.
• Ability to work extended hours, as necessary.

Additional Information

Relevant background checks, clearances, physicals, drug tests, and any other assessments or evaluations will be conducted after an offer of employment is given per County policy.

Physical Demands:

While performing the duties of this position, an individual is frequently required to sit, stand, walk, talk, hear and climb stairs. Occasionally, an individual will need to bend at the waist while working, reach or work with arms above shoulders, kneel, stoop, crouch or squat.

The specific vision requirement listed for this position is:

• Close vision (clear vision at 20 inches or less)

Work Environment:

Duties will typically be performed in either an office environment (where the noise level is quiet to moderate) or an indoor garage environment (where the noise level is moderate to loud). Duties may occasionally be performed at off-site locations and/or outdoors, which may necessitate dealing with excessive heat or cold and/or moderate to loud noise levels.

Certificates / Licenses / Clearances Required:

Does the position necessitate a criminal background check? (must be job-related): Yes

This position requires the following documents to be obtained, reviewed as acceptable by the supervisor, and re-obtained every five (5) years:

• PA Child Abuse
• PA Criminal History
• FBI Criminal History
• Department of Transportation (DOT) medical card issued by a company-authorized healthcare provider
• Must possess valid PA motor vehicle operator's license that is not under suspension or revocation and possess current automobile insurance coverage

This is a safety sensitive position subject to US DOT Drug and Alcohol pre-employment, random, post-accident, reasonable suspicion and return to duty testing.