Transportation Assistant Coordinator

Classification: Full-time, Non-exempt About Abrazar (to Embrace) Abrazar (to Embrace) is a 501 (c) 3 non-profit organization that provides shuttle bus and non-emergency medical transportation to patients. Abrazar is dedicated to promoting the general welfare and prosperity of very poor to medium income seniors and families in Orange County through programs that improve health, nutrition, socialization, lifelong learning and economic self-sufficiency in culturally sensitive ways Abrazar is an Equal Opportunity Employer and does not discriminate on the basis of race, ethnicity, religion, gender, age, physical disability, and sexual orientation. Abrazar complies with all EEO and ADA guidelines. Position Summary Under the direction of the Transportation Coordinator, the Assistant Transportation Coordinator/Dispatch lead, assists, and participates in performing community transportation and paratransit (Americans with Disabilities Act) scheduling, routing and dispatching duties; operates a variety of communication equipment; creates, maintains and monitors computerized driver manifests/schedules; and responds to requests for service and provides a variety of information to passengers and the general public. The assistant transportation coordinator will be responsible for assisting interactions with the community in programs related to senior transportation, assessing older adult clients for program enrollment, referring seniors to alternative transportation services, coordinating trips for eligible clients, tracking required statistical data, marketing the program services and record keeping for Senior Non-Emergency Medical Transportation (SNEMT) Reports to: Transporation Coordinator Position Responsibilities Job Duties (may include but are not limited to): Assist lead to provide community transportation and para-transit dispatching and routing services to seniors Serve as the assistant to primary point of contact in working with supervisory staff and customers in resolving customer issues and transit concerns related to dispatch services: 1) answer and properly respond to all email, facsimile and telephone calls for transportation reservations, cancellations, ride check status, service inquiries, and general information requests. 2) Use appropriate translation services for non-English speaking clients Take reservations, handle cancellations and ride check status during the hours of 6:30 A.M. to 6:30 P.M. on Monday through Friday. Ensure that average hold times on ride check calls are maintained at no more than two (5) minutes. During periods when reservations staff are busy and during non-office hours, cancellations may also be taken by voice mail, email, or fax. Dispatching staff are on‑duty from the time the vehicle is in service unit the last vehicle is out of service. Ensure that the Office on Aging "no stranded passengers" policy is enforced. Assist lead, review, coordinate and adjust all vehicle itineraries prior to the service day, initiate call-backs of passengers as needed to adjust scheduled services, monitor and coordinate service resources to maximize system efficiency and performance, track cancellations and no-shows. Assist drivers while they are in service to carry out the assigned trips on time, providing address assistance and telephoning passengers as needed. Monitor the performance of scheduled trips, reassigning trips and/or adjusting the number of vehicles in service as needed to ensure on‑time performance in the most efficient manner. Dispatching techniques for communicating and receiving information using computer based navigation tools. Knowledge of streets, landmarks, and geography of the County of Orange. Understand the organization and operation of the Transportation Department of ABRAZAR and of outside agencies as necessary to assume assigned responsibilities. Create and maintain a computer based schedule for dispatching services. Respond in a courteous manner to requests and inquiries from the general public. Effectively handle difficult and sensitive citizen inquiries and complaints. Understand and follow oral and written instructions. Operate office equipment including two‑way communication devices, computers and supporting word processing, spreadsheet, and database applications. Adapt to changing technologies and learn functionality of new equipment and systems. Perform a wide variety of general clerical duties. Maintain accurate and complete records of transportation and paratransit services. Communicate clearly and concisely, both orally and in writing. Establish and maintain effective working relationships with contacts in the course of the workday. Assist with various duties during our food distribution day. Operate a pallet jack safely. Moving pallets of food safely Packaging food for our food distribution. Minimum Qualifications High School diploma or GED. At least one year of experience in dispatching, transportation scheduling, customer service, reservations, or administrative support involving scheduling and frequent telephone contact. Ability to speak and understand English and Vietnamese or Spanish sufficiently to assist passengers and communicate transportation information, if both languages are needed for the assigned clients. Assess through a job‑related language exercise. Basic proficiency with email, Microsoft Word and Excel, accurate data entry, and the ability to learn transportation scheduling and dispatch software. Ability to manage multiple requests, maintain accurate schedules and records, and adjust priorities when trips change or delays occur. Clear, courteous communication with passengers, drivers, and coworkers; patience when assisting older adults and people with disabilities. Ability to respond calmly to delays, cancellations, passenger concerns, and urgent scheduling changes, and elevate issues appropriately. Ability to use online maps and navigation tools to locate addresses and assist with routing. Ability to safeguard passenger information and follow program procedure Ability to work the assigned shift within the transportation program's operating hours. Required: Must be bilingual speaking in Vietnamese and English. You will be tested. Strong organizational, verbal, written, and interpersonal communication skills. Ability to prioritize duties in a fast‑paced environment. Regardless of qualifications, candidates must: Have employment eligibility verification Successfully complete the following as a condition of hire: Tuberculosis Test Background Screening Drug Test Physical, Mental, and Environmental Demands and Conditions Must possess body mobility to stand and/or sit frequently or for an extended period of time at meetings, trainings, conferences or community events in office or offsite community locations Must be able to function effectively in a standard office environment and have the ability to move about to perform daily office tasks such as access files cabinets and office machinery Must be able to communicate information accurately, clearly and concisely in normal vocal tone Must be able to transport laptop, files and/or other materials to and from meetings Must be able to drive to meet with members at various locations Must possess manual dexterity sufficient to use hands, arms and shoulders to operate a keyboard, take notes, utilize office equipment, complete and file reports, and file and copy documents Must possess sufficient vision to read standard text Must possess the ability to independently reason logically to analyze data, reach conclusions and make recommendations as required in the accomplishment of job duties Occasionally/Frequently/Continually required to stand Occasionally/Frequently/Continually required to walk Occasionally/Frequently/Continually required to sit Occasionally/Frequently/Continually required to utilize hand and finger dexterity Occasionally/Frequently/Continually required to climb, balance, bend, stoop, kneel or crawl Occasionally/Frequently/Continually required to talk or hear Occasionally/Frequently/Continually exposure to outside weather conditions Occasionally/Frequently/Continually exposure to extreme heat or cold (non‑weather) While performing the duties of this job, the noise level in the work environment is usually moderate. The employee must occasionally lift and /or move more than 50 pounds This description reflects management's assignment of essential functions. This job description is subject to change at any time. This description is intended to indicate the kinds of work duties that will be required in this position. It is not intended to limit, or in any way modify, the rights of any supervisor to assign, direct, and contract work of staff under his/her supervision. The use of a particular illustration describing duties shall not be held to exclude other duties, not mentioned, that are of a similar level or difficulty. Diversity in organizational practices is a core value of ABRAZAR resulting in culturally competent services, materials, resources, and programs. Our hiring and business practices appreciate the strengths offered through different backgrounds. Any offer of employment is contingent upon satisfactory completion of a background check and post-offer, pre-employment screening, which includes drug, alcohol, TB, and job-related physical testing, as permitted by law. #J-18808-Ljbffr Abrazar, Inc.