Transportation Coordinator

Transportation Coordinator

The Transportation Coordinator is responsible for the real-time coordination of transportation services between clients and volunteer drivers or car service. This is a vital role in coordinating transportation services for clients, ensuring timely, compassionate, and reliable support. This position requires strong communication, attention to detail, and a commitment to providing exceptional client and volunteer experience. The Transportation Coordinator is also a key connector between clients, case managers, and volunteer drivers. In addition to dispatch responsibilities, the coordinator assists with managing select client cases and reports to the Director of Clinical Home-Based Case Management Services within the HomeBase program.

Responsibilities Include:

Transportation Coordination

• Receive and manage transportation requests throughout the shift
• Assign and dispatch volunteer drivers or car service to client trips based on availability, geography, and urgency.
• Monitor the status of ongoing rides, and adjust plans as needed to handle changes or delays
• Maintain clear communication with drivers and clients to ensure smooth pickups and drop-offs
• Enter all scheduled trips and shifts into the dispatch database in a timely and accurate manner
• Ensure all ride details (pickup time, return time, volunteer assignment, client info) are clearly recorded
• Follow up with clients regarding return trip timing to ensure coordination
• Conduct a proper handoff to the next dispatcher at the end of each shift
• Transfer the phone line and share any critical updates or pending tasks
• The afternoon Coordinator is responsible for sending out the next day's coordinator's schedule to the full team by 10:00 PM.

Client Intake

• For new or unlisted clients, collect full details and notify the case management team via email
• Reassure all clients that someone will follow up within a few hours of initial contact

Customer Service

• Build and nurture respectful, supportive relationships with volunteers
• Communicate clearly and kindly, recognizing the critical role volunteers play in operations
• Treat every client interaction with patience, dignity, and compassion
• Understand the physical and emotional toll transportation and waiting can have on clients
• Respond calmly and empathetically, especially in situations involving delays or rescheduling

Case Coordination & Reporting

• Assist in managing select client cases as part of the HomeBase program
• Maintain communication with the Director of Clinical Home-Based Case Management Services regarding relevant case updates
• Document client interactions and transportation-related needs that impact case management
• Coordinate with case managers and internal teams to ensure clients receive appropriate support and follow-up services
• Assist in ad hoc assignments

Education:

• High school diploma or equivalent; associate's or bachelor's degree preferred

Experience:

• 1-2 years of experience in customer service

Professional Skills:

• Customer service and relationship building
• Strong communication and interpersonal skills
• Reliable, organized, and detail-oriented
• Proficient with computers, scheduling systems, and phone communication

Schedule:

• 9 am – 5 pm Mon-Thurs and Friday 9 am – 1 pm; on-call evening hours as needed

Location:

• 151 West 30th Street New York, NY 10001