TRANSIT DISPATCHER/RELIEF DRIVER - 0826

Job Title

Job Summary

Under regular direction and in compliance with standard operating procedures and policies, monitors and coordinates the movement of daily fixed route and paratransit operations to ensure service delivery. Provide support and customer service for both fixed route and paratransit services. Utilizes Greenlink resources to manage weekly and daily fixed route and paratransit passenger and employee schedules. Utilizes Automated Vehicle Location (AVL) and other technology to continuously monitor fixed route and paratransit fleets and adjust as needed to ensure smooth service delivery. Answers calls from paratransit customers and schedules rides. Ensures frontline coverage for fixed route and paratransit operations and fills uncovered work where needed. Reconciles end-of-day transactions and count daily fares (cash and coins) from revenue service vehicles. Perform a wide variety of clerical duties including answering multi-line phones, receiving and sorting mail, data entry, filing, and typing. Completes various administrative projects related to service delivery as required by Greenlink Management. Serves as a relief driver operating buses, trolleys, and paratransit vehicles to cover shifts or provide assistance, as needed. Performs duties of Greenlink Customer Service Representative at Greenlink Terminal, as needed. Actively participate in the reporting and tracking of safety-related issues or concerns that are observed during essential job functions.

Job Duties

Essential Functions

Provide Radio Dispatch and Fleet Monitoring: Provide public transit dispatching for fixed route and paratransit services. Act as a central location for all incoming communication related to service delivery and direct communication as needed to the appropriate Greenlink personnel. Monitor two-way radio traffic from frontline staff and respond accordingly. Respond to and effectively resolve all operator requests in a timely fashion. Coordinate with supervisors to authorize and communicate route or service changes due to inclement weather, unsafe conditions, road constructions, accidents, and other unique situations. Instruct drivers concerning directions and detours. Contact and coordinate with law enforcement and emergency services when needed. Continuously monitor the location, condition of, and state of charge for fleet vehicles utilizing AVL and other applicable Intelligent Transportation Systems (ITS). Coordinate with maintenance when replacement vehicles or drivers are needed due to accidents, breakdowns, or other emergencies. Coordinate the movement of fleet vehicles in the Operations & Maintenance Facility yard, as well as at the Greenlink Transit Center throughout the service day. Monitor and record all missed trips, road calls, and other relevant service information. Support management in the implementation and continuous improvement of Safety Management System (SMS) processes and activities. Report operational problems and incidents to supervisor. Make recommendations and propose solutions to operational problems. Ensure all fixed route trips are logged into the correct run and trip in the AVL tracking system. Monitor the AVL for communications from operators, alerts, and emergency alarms and respond accordingly.

Coordinate Daily Schedule & Shift Management: Using shift templates created by management, ensure weekly and daily work schedules are assigned to qualified frontline staff. Ensure all work is scheduled in compliance with Greenlink's scheduling policies, fatigue management programs, and applicable state and federal laws. Monitor schedules throughout each service day to respond to any unexpected work schedule openings. Take call outs from frontline staff and document absences appropriately. Act in a timely fashion to fill any unexpectedly open work with qualified frontline staff. Ensure all shifts are programmed into the appropriate scheduling system completely and accurately. Notify all affected frontline staff of any changes to employee schedules. Communicate any issues with scheduling to on-duty Transit Shift Supervisors. Assign vehicles to routes according to Greenlink policies and effectively assign any vehicle or coordinate driver changes that occur throughout the service day. Instruct any returning vehicles on where to park at the Operations & Maintenance Facility based on fleet maintenance and operational needs.

Provide Paratransit Scheduling & Dispatch Support: Take appointments and schedule rides for paratransit service clients. Continuously monitor scheduling software for needed adjustments to operator, trip, or vehicle assignments. Contact paratransit clients as needed to negotiate trips, communicate service changes, or provide trip reminders. Completely and accurately document information in scheduling software related to client trips, contact information, and various service needs. Communicate last-minute service changes to operators in a timely fashion. Respond to and effectively resolve all paratransit operator requests in a timely fashion.

Provide Administrative Support: Perform opening procedures for the Greenlink Operations & Maintenance facility daily. Maintain accurate records of work schedules and fleet run sheets and update continuously throughout the service day. Reconcile end-of-day transactions. Count daily fares (cash and coins) from revenue service vehicles. Make daily cash deposit. Create daily, weekly, and monthly reports for ticket sales. Document safety-related issues or concerns directly observed or reported by front-line employees or the public. Maintain inventory of supplies and notify management when supplies are needed. Submit tickets for service to Facility Maintenance for any issues, concerns, or suggestions related to bus stop infrastructure, the Operations & Maintenance Facility, or the Greenlink Transit Center, as needed. Assist management with various clerical duties as assigned including receiving and sorting mail, data entry, and typing. Assist management with various projects related to operational, promotional, or community outreach activities as needed. Monitor Automated Passenger Counter (APC) data and provide any error reports to maintenance for review.

Serve as Relief Driver: Operate buses, trolleys, and paratransit vehicles when necessary to cover shifts or provide other assistance. Ensure vehicle is operated safely and that customers have a good experience. Collect fares as necessary. Assist passengers with disabilities onto and off the wheelchair lift, operate lift/ramp, and secure wheelchairs as required. Evacuate passengers in need during emergency situations. Operate buses and trolleys during special events and ensure the organization is cast in a positive light.

Provide Relief Customer Service at GTA Terminal: Perform duties of Greenlink Customer Service Representative at Greenlink Terminal, as needed. Provide customer service, sell tickets, answer phones, answer questions, and troubleshoot mobile ticketing issues.

Qualifications

Job Requirements

High school diploma or equivalent. Over one (1) year of experience in transit operations, dispatch, customer service, or a related field. Over one (1) year of bus driving experience or completion of the City of Greenville Bus Operator in Training Program.

Preferred Qualifications

Experience using Computer-Aided Dispatch (CAD) and AVL technology.

Driver's License Requirements

Valid South Carolina Class B CDL with air brake provision and passenger endorsement, or the equivalent CDL from their state of residence. Please be advised: Applicants who do not intend to relocate to South Carolina, must reside in a neighboring State (Georgia or North Carolina) and must meet the same CDL requirements as residents of South Carolina. In addition, employees residing in a neighboring state are required to provide to the City of Greenville an annual Motor Vehicle Record from their state's Department of Motor Vehicles at the sole cost of the employee.

Performance Requirements

Knowledge of: The geography and roadways of assigned routes within the entire Greenlink service area, and hours of service. Transit dispatch procedures. Proper public contact and telephone etiquette. Proper two-way radio communication. Greenlink's standard operating and emergency response procedures. High level customer service and de-escalation techniques. Mobile Data Terminal, AVL tracking system, paratransit scheduling, and fare collection systems. Computer operations sufficient to enter, retrieve, and interpret operational data. Basic Americans with Disabilities Act (ADA) requirements for fixed route and paratransit services. The safe operation of a public transit bus, including complete familiarization with its systems and safety features. Traffic rules, regulations and laws and procedures for the safe operation of a transit bus, and the ability to operate a transit bus in a safe manner.

City of Greenville, South Carolina