HeleOn Dispatch

Job Description

Job Description

Maintenance, Utility and Wash

Department: Hele-On

Reports to: Operations Manager

Status: Non-Exempt

Starting at $28.03/ Hr

1. Job Purpose/Objective:

This position is responsible for ensuring the proper daily service delivery in all aspects of the Hele-On Fixed Route bus operation. This includes scheduling, directing, and communicating with Drivers to ensure on-time service; field coordination of bus routes and passengers; reconciliation of passes from all sales points; data entry and reporting on all aspects of the Mass Transit Agency (MTA) operation; and providing service excellence to all customers, vendors, clients, and employees that require transportation services/assistance.

2.  Essential Job Functions

Incumbent may perform any or all of the following:

• Driver Support
  • Ensure Drivers are properly equipped for their assignments:
    • Review Driver qualifications (vehicle and access).
    • Review vehicle qualifications (access, ADA, and capacity).
    • Plan for adequate timing.
• Track and update all expired documents for MTA, RTT, MAS, Trainers, Mechanics, and Dispatchers to maintain compliance:
  • Prepare notices for all employees with expiring documents.
  • Schedule appointments for PUCs.
  • File and maintain all paperwork.
  • Update Department of Transportation (DOT) with required documents.
• Review/prepare Driver trip sheets and any other required documents for Drivers who are coming in. Prepare Driver Pouches: Provide daily/monthly bus passes, pass log, sharpie, radio charger, etc.
• Monitor Drivers to ensure on-time service delivery. Monitor and update all systems: Syncromatic and Green Roads
• Maintain control of any emergencies that may arise and utilize appropriate resources to recover.
• Update required daily logs as needed: Rider counts, Out-of-Service and In-Service log, Route Times, Extra Services, etc.
• Notate any and all changes on trip sheets and/or Coach Manager: Time Changes, Bus Swaps, Route Time Changes, etc.
• Complete required route sheets for each route.
• Track office supplies for Drivers and Dispatch staff. Order replenishments through Management.
• Assists with inputting payroll for Drivers:
  • Reconcile Driver trip sheets to ensure accuracy.
  • Research and correct any discrepancies.
  • Input Driver time and mileage into dispatching system.
• Receive and submit requests for time off to Management. Update Operations calendar for approved vacation, sick, and other leave for Drivers.
• Scheduling
  • Ensure that all Drivers have reported for duty on time.
  • Monitor “Call Log” to ensure all Drivers have received their correct start time for the day.
  • Review daily service orders to ensure proper coverage (open runs, challenges, etc.).
  • Review Driver assignments and make necessary changes to ensure proper service delivery.
  • Ensure Drivers are familiar with route assigned:
    • All required bus stopsRouting Specials notations/requests
    • Re-route Drivers to cover open runs resulting from sick or late calls:
    • Stand-by Drivers.
    • Call-in Drivers to start earlier.
  • Communicate all re-routes or changes to Drivers. Communicate challenges to Drivers prior to arrival or after departure from base yards: ADA passengers, Transfers, Traffic delays, etc.
  • Update Driver schedule as needed: new start times, sick calls, etc.
  • Use sound judgement to deploy stand-by Drivers when needed to ensure on-time service.
  • Monitor routes on mobile device and update Drivers/Riders on status of routes, using Green Roads and Syncromatics.
• General Administration
  • Vendor invoicing
  • Create, reconcile, and file reports as necessary. File previous days’ documents in respective locations
• Reporting
  • Keep management informed regarding possible service failures or any events causing traffic delays:
    • Lack of resources
    • Dispatch/schedule errors
  • Communicate via email thread all activity:
    • Sick or late calls
    • Accidents
  • Employee issues
  • Service complaints / service failures
  • Communicate any mechanical problems to the Maintenance Department.
  • Notify Relief Dispatcher of any past, present, and future challenges.
  • Communicate all challenges with Base Dispatcher: (Incidents, Accidents, Complaints, Service Failures, etc.).

3.Essential Skills (Minimum qualifications individual must possess when entering position) – i.e. skillsets, KPI’s education, certifications, etc.

• High school diploma or equivalent
• Proficient knowledge of the Island of Hawaii: Landmarks, Alternate pick-up / drop-off locations.
• Minimum one year experience in tourism/transportation field.
• Experience working with database systems, a plus. Extensive knowledge of dispatch software preferred: Trip sheet input, accessing driver information, creating trip sheets, replicating/ modifying trip sheets.
• Ability to type 40 WPM on average.
• Ability to perform 10-key by touch.
• Must be flexible and able to adapt:

• Able to re-route Drivers, as needed, to ensure proper service delivery.
• Able to adapt and adjust to operational procedures as required.
• Cash handling experience, a plus.
• Ability to work in a fast-paced work environment and multi-task is needed.

4.  Other specified skills, aptitudes, and abilities:

• Ability to make decisions with little or no supervision and in the best interest of the company.
• Proficient knowledge and familiarity with Driver qualifications and transportation industry equipment.
• Knowledge of venue-specific operational procedures.
• Knowledge and familiarity with internal and external Agents.
• Ability to respond quickly and react to emergencies and adverse conditions. Ability to identify possible problems and solutions proactively.
• Command of basic mathematical functions including addition, subtraction, multiplication, and division.
• Adapts to change - is open to new ideas, takes on new responsibilities, handles pressure, and adjusts plans to meet changing needs.
• Skilled in the use of computers:  adapts to new technology, keeps abreast of changes, learns new programs quickly, uses computers to improve productivity
• Communicates well both verbally and in writing:  creates accurate and punctual reports, delivers presentations, shares information and ideas with others, and has good listening skills.
• Recognizes problems and responds:  systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, and communicates decisions to others.
• Meets commitments:  works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements
• Understands duties and responsibilities:  has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, and is in command of critical issues.
• Leads through change and diversity:  makes the tough calls when needed, builds consensus when appropriate, and motivates and encourages others.
• Develops realistic plans:  set goals, aligns plans with company goals, plans for and manages resources, creates contingency plans, and coordinates/cooperates with others.
• Breaks down problems into smaller components:  understands underlying issues, can simplify and process complex issues, and understands the difference between critical details and unimportant facts
• Prioritizes well:  shows energy, reacts to opportunities, instills urgency in others, and meets deadlines.
• Handles customer questions and complaints:  communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands company products and services, and maintains pleasant and professional image.
• Tackles problems and takes independent action:  seeks out new responsibilities, acts on opportunities, generates new ideas, and practices self-development.
• Deals with others in a straightforward and honest manner:  is accountable for actions, maintains confidentiality, supports company values, and conveys good news and bad.
• Listens attentively to others:  asks clarifying questions, actively listens, stays open to other viewpoints, and manages distractions and interruptions.
• Listens well:  diffuses conflict after it starts, finds causes of and solutions to problems, and handles difficult people.
• Keeps information organized and accessible:  maintains clean/functional work space, works systematically/efficiently, and manages time well.
• Is attentive to detail and accuracy:  is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, and owns/acts on quality problems.

5. Working Conditions/Physical Demands

• Sitting/ Standing for long periods of time.
• Light work- exerting up to 70 pounds of force occasionally.
• Using fingers frequently for typing and writing.
• Must be able to work in an environment where loud noises, exhaust fumes, and chemicals are commonly present.
• Talking - must be able to convey detailed or important spoken instructions to other workers accurately.
• Hearing - being able to receive detailed information through oral communication.
• Worker is exposed to adverse environmental conditions.
• Worker is required to have visual acuity to operate motor vehicles when necessary and have close visual acuity to perform an activity such as viewing a computer terminal and preparing schedules and inputting computer data.

The above information on this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.

EOE/M/F/Vet/Disabilities