Special Transportation Dispatcher

Paratransit Dispatcher

The Paratransit Dispatcher will report directly to an operations supervisor and regularly exercises independent actions directly controlling the movement of revenue vehicles and operators to ensure on-time service delivery. Aids operators through dispatching software and telecommunications, radio, and electronic communications. Responsible for real-time oversight of scheduled routes and passengers and timely pickup and delivery of passengers while abiding by the Americans with Disability Act (ADA) requirements of the CATS system.

This position is responsible for efficiently directing the day-to-day operations and delivering all scheduled services. This position has the responsibility of insuring exceptional external / internal customer service in addition to oversight of the day-to-day service operations. The position is responsible for insuring CATS is meeting daily service demands and that all scheduled service is completed in a timely, safe, and efficient manner. CATS paratransit hours of operation are from 04 : 30 AM until 02 : 00 AM, 365 days a year and may change and / or vary based upon needs of the organization. The Paratransit Dispatcher must have the ability to work flexible hours, shifts, and overtime, including nights, weekends and holidays as needed.

This position is eligible for a shift differential. Employees regularly assigned to 2nd or 3rd shifts will be eligible to receive a 2.5% premium added to your base weekly pay.

Major Duties and Responsibilities :

• Ensures on-time, safe, and professional delivery of service by verifying vehicle and operator availability.
• Checks operators as to their physical and mental ability to drive, appearance of uniforms and grooming.
• Assists in coordinating effective and timely pull-outs and pull-ins and premises security.
• Dispatches operators and responds to two-way radio requests for route and schedule assistance.
• Promptly address any field problems such as accidents, breakdowns, safety concerns, and delays while maintaining a daily log of occurrences. Communicates with Vehicle Maintenance and recommends solutions to issues.
• Assign and monitor operator routes through dispatch software. Continually perform analysis of routes and on time performance.
• Assign and monitor vehicles through automatic vehicle locator (AVL) system.
• Coordinates with Vehicle Maintenance Department following bus defect repairs and assigns vehicles.
• Responsible for minimizing schedule disruptions by responding to operator concerns in a timely manner (mechanical, customer, accidents) and devising workable solutions.
• Maintains and optimizes bus service reliability and on-time performance by implementing failure management strategies which include real time on-street service management and delay mitigation techniques and utilizing any other CATS / STS resource.
• Notifies appropriate personnel in case of Operator emergencies and disruptions or cancellations of service. Reports to and follows direction during Incident Command System (ICS) events.
• Immediately responds to Operators reporting unsafe locations / situations and makes recommendations and immediate changes to ensure the safety of passengers and CATS employees.
• Communicates courteously and appropriately with the public to provide information and deal calmly and efficiently with emergency situations while maintaining safe and orderly service.
• May be required to operate revenue vehicles and transport customers.
• Must be able to maintain a DOT medical card.
• May be required to interact with and assists customers through STS reservations call center.
• Prepare clear and concise reports including accident / incident. Prepares complete, accurate and detailed written reports using basic writing skills and other required documentation, submits information on designated forms and on a timely basis (i.e., 15 minutes 1 hour, respectively).
• Thinks critically and works as part of a team.
• Establishes and maintains effective and professional working relationships with those contacted in the course of work. Verbally communicates with drivers, supervisors, and other transportation personnel.
• Willingly foster a positive work environment. Practices exemplary workplace etiquette to ensure people feel comfortable while navigating any situation smoothly; greet properly always with a smile and a hello, say "please" and "thank you", be mindful of your language and tone, respect personal space, dress appropriately, actively listen and communicate with empathy.
• Ability to work variable shifts, irregular hours and to be available for work on short notice in variable weather conditions and overtime as required to meet CATS goals and objectives.
• Maintains an exemplary attendance record.
• Reports Operator non-adherence of CATS / STS rules, guidelines, goals, and objectives to the appropriate leadership.
• Maintains confidentiality regarding all CATS related business information and personnel issues.
• Resolve external and internal customer complaints.
• Maintaining a daily operational activity Log to include occurrences and customer reports using basic writing skills.
• Interacts with and assists, as needed, with Paratransit passengers.
• Seeks opportunities to increase external / internal customer satisfaction and strengthens customer relationships.
• Controls Administration / Operations building by granting access to visitors.
• Performs other duties as assigned

Knowledge, Skills & Abilities :

Preferred Qualifications :

Minimum Qualifications :

High School diploma / GED with five (5) years of relevant work experience; or an equivalent combination of education and relevant experience that provides the necessary knowledge, skills, and abilities to successfully perform the essential job duties.

General Working Conditions and Physical Requirements :

This position is designated as safety sensitive and is subject to random drug and