Dispatcher

Dispatcher

The Dispatcher supports the safe, timely, and efficient transportation of passengers by coordinating trip information, dispatching drivers, communicating with passengers and community partners, and maintaining accurate transportation records. This position requires strong customer service, communication, organization, data-entry, and problem-solving skills while maintaining the confidentiality of consumer and employee information.

Key Responsibilities:

• Answer incoming calls promptly, gather complete trip and passenger information, and communicate details to the appropriate individual through telephone, email, radio, or other communication methods.
• Dispatch information to drivers using a two-way radio system or other appropriate communication methods to support timely passenger pick-up and drop-off.
• Provide drivers with route, schedule, appointment, and direction information as needed.
• Communicate professionally with passengers, families, staff, community agencies, service providers, and the general public.
• Determine appropriate vehicle travel paths to support safe and timely transportation of passengers.
• Contact emergency personnel, including police, ambulance, or fire departments, when necessary to help ensure passenger safety.
• Communicate with drivers and appropriate staff regarding vehicle maintenance concerns and needed assistance.
• Maintain accurate transportation documentation and records, including Excel spreadsheets, trip totals, consumer information cards, appointment schedules, and denial logs.
• Create, update, and maintain information within the Dispatch Software package.
• Initiate and track prior authorization forms in coordination with the Fiscal Department.
• Maintain confidentiality of all employee, consumer, passenger, and agency information.
• Participate in required in-service training and professional development to maintain and improve job skills.
• Follow all Blue River Services, Inc. personnel policies, procedures, and applicable transportation requirements.
• Perform other related duties as assigned by the Transportation Director.

Qualifications & Skills:

• Excellent customer service skills and the ability to communicate professionally at all times.
• Strong verbal and written communication skills, including effective phone etiquette.
• Ability to communicate required actions clearly to passengers during situations that may present a safety risk.
• Ability to learn, understand, and follow public transit routes and schedules.
• Strong organizational, multitasking, analytical, and problem-solving skills.
• Ability to coordinate information and maintain professional working relationships with passengers, families, coworkers, service recipients, and community partners.
• Ability to complete scheduling, recordkeeping, reporting, and written communication requirements accurately.
• Proficiency with word-processing, database, spreadsheet, email, and dispatch software programs.
• Ability to work independently while effectively collaborating with drivers, supervisors, and other departments.

Physical & Work Requirements:

• Work is performed primarily in a controlled indoor office environment with normal temperatures and high levels of lighting.
• Position requires frequent interaction with drivers, passengers, families, community agencies, and the general public.
• Ability to use a telephone, computer, two-way radio system, email, and other office communication equipment.
• Ability to manage multiple calls, scheduling needs, driver communications, and changing transportation situations in a fast-paced environment.
• Ability to remain calm, professional, and responsive during emergency, safety-related, or high-pressure situations.

Education & Experience Requirements:

• High School Diploma or equivalent from an accredited school required.
• Minimum of one year of experience in a role requiring strong customer service, human-relations, data-entry, coordination, scheduling, or administrative skills.
• Experience working with the public, handling high call volumes, or coordinating transportation services preferred.
• Experience using dispatching, scheduling, database, spreadsheet, or other office software preferred.