Dispatcher/Monitor-SEPTA ACCESS (4004)

Secure Your Future with SEPTA – A Leader in Transportation! The Southeastern Pennsylvania Transportation Authority (SEPTA) is the sixth-largest transportation system in the U.S., connecting communities across a 2,200-square-mile service region. SEPTA is at the forefront of innovation in the transit industry, ensuring reliable and efficient services while driving economic growth in the Philadelphia region. We are proud to be recognized as: 2023 FORBES Best in State Employer Philadelphia Employer of Choice for 2024 We are seeking to hire candidates for our Dispatcher/Monitor-SEPTA ACCESS (4004). Opening Date: 05/29/2026 Closing Date: 06/03/2025 Job Grade: SAM 36 Salary Range: $59,540.00-$74,412.00 OVERALL DESCRIPTION To monitor, control and report on the daily operation of paratransit service in the City of Philadelphia and four Suburban Counties insuring that service operates safely, efficiently, on-time, and with the highest quality to provide the best customer service experience to Access customers on a 24/7 basis.SPECIFIC RESPONSIBILITIES Monitors and controls the movement of all revenue paratransit vehicles and/or support vehicles in the City and Suburbs using a Computer Aided Radio Dispatch (CARD) System, Zello Software and system tools such as Automatic Vehicle Locator (AVL), Global Positioning System (GPS), Mobile Android Tablet (MAT), Mobile Data Computers (MDC), RIdeCo, Incident Queue and Performance Queue, which in conjunction with the current Demand Response Transportation Software (DRTS) permits dispatchers to optimize the operation of service, to troubleshoot day of service issues while operating an efficient schedule and addressing unexpected contingencies with an eye at minimizing disruption. Controls on-time performance while preserving a high-quality standard of service delivery. Manages, monitors and controls all on-going communication during normal and emergency operations including directing field personnel to troubleshoot service and operating issues such as delays, accidents and incidents as well as proper follow-up with SEPTA management, internal/external Emergency Response Agencies, customers, facility personnel and contract 3rd Party Transportation Contractors personnel (Safety Supervisors, Operations staff, Operators, etc.) utilizing radios, MDC’s, MAT’s, telephones, electronic data processing equipment and other systems as required. Adjusts and coordinates modifications to schedules in response to service disruptions including weather emergencies, detours, in- service vehicle failures, incidents involving customers/operators, operator shortages, vehicle accidents and emergency situations caused by software and/or hardware failures. Handles and documents in multiple data processing media all customer inquiries regarding “where is my ride”, trip cancellations via an Automated Call Distribution (ACD) system and calls from service sponsors and agency personnel regarding details of their clients’ service via CCT internal phone lines. Coordinates with other Access departments (Scheduling, Reservations, Customer Service, and Field Service) and other SEPTA departments outside Access to ensure paratransit service is coordinated with SEPTA fixed route during normal and emergency conditions as well as special events and to maximize use of passenger and vehicle data collecte by other departments in efforts to improve SEPTA Access service quality.

QUALIFICATIONS AND EXPERIENCE

High School Diploma or equivalent and a minimum of three (1) years transportation, customer service and/or dispatch experience which can include Call Center and/or two-way radio communication, experience required. An equivalent combination of experience and education [i.e. two (2) years of related experience, equating to one (1) year of formal post-high school education] may be considered in lieu of the above requirements. Must possess and demonstrate good written and verbal communication skills as well as well-developed problem-solving skills which will be used as one of several determining criteria during the selection process. Demonstrated ability to meet work productivity levels established by the department, utilizing existing technologies, systems and procedures required. In-depth knowledge of City of Philadelphia’s streets and traffic patterns, and major landmarks in Bucks, Chester, Delaware and Montgomery Counties required; Familiar with mapping software to assist operators reach the location of the customer required. Computer proficiency with Microsoft Windows Suite, which includes Word required. Candidate must pass Word Basic testing prior to interview. Ability to work independently and as team member with minimal Supervision 100% of the time required. Keen sense of commitment to SEPTA’s customer service protocol required. Customer service must guide at all times the interaction with customers and co-workers regardless of the complexities of the situation at hand. Why Join Our Team? Enjoy Outstanding Benefits!

• Comprehensive Healthcare Coverage – Medical, prescription, dental, and vision plans with little to no employee premiums.
• Retirement Security – Participate in a Defined Benefit Pension Plan and a 457B Deferred Compensation Plan to build your financial future.
• Work-Life Balance – Enjoy paid parental leave, generous vacation time, and paid holidays to recharge and spend time with loved ones.
• Employee Wellness – Access wellness programs and resources to support your physical, mental, and emotional well-being.
• Invest in Your Growth – We offer tuition reimbursement to support your education and career advancement.
• Student Loan Assistance – Our positions qualify for the Public Service Loan Forgiveness (PSLF) program, helping you manage and reduce student debt.
• Free Travel Perks – Receive a FREE SEPTA Transportation Pass, giving you unlimited access to all SEPTA services!

Join us and take advantage of these incredible benefits while making a difference in your community! Join the Best in Transit! Apply Today Click Apply Now and take the next step in your career with SEPTA! Have Questions? For more information, please visit How We Hire Careers Page. SEPTA is an Equal Opportunity Employer. SEPTA is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.