What are the responsibilities and job description for the Dispatch Supervisor position at Center for Elders' Independence?
The Position: Under the supervision of the Director of Transportation, the Dispatch Supervisor will be responsible to supervise all activities, operations, and personnel issues as well as monitoring Dispatch operations at 17th Street as well as all remote center dispatch operations.
The rate range for the Dispatch Supervisor role at Center For Elders Independence is $ 57,844.80 to $ 86,756.80. Wages/salary are based on the market for the (title) position, as well as experience, skills, abilities and work history
DUTIES AND RESPONSIBILITIES:
• Provide direction and oversight to all dispatch/schedulers to ensure they are performing their duties as assigned.
• Document, investigate and counsel dispatch staff regarding personnel issues, following CEI’s policy of progressive discipline. Report any personnel issues to department managers in a timely manner.
• Supervise a staff of dispatchers at 17th Street and remote CEI locations.
• Schedule and approve all Dispatcher requested schedule changes and time off. Communicate schedule to Director of Transportation.
• Review and approve timecards of all Dispatchers daily in ADP.
• Collaborate with department managers on staff annual evaluations.
• Assist in the hiring, training and development of dispatch staff in collaboration with the Transportation Director.
• Assist in the implementation of processes in dispatch to ensure accuracy of scheduling of transportation services and investigate any errors with a corrective action plan to mitigate reoccurrence.
• Assist to adjudicate invoices from transportation vendors providing transportation services and monitor costs associated with utilizing vendors and seek best practices in assigning routes to outside vendors.
• Monitor and enforce timely and consistent communication with Center Staff and all CEI team members.
• Ensure all trips are properly booked daily.
• Manage the scheduling of all trips daily to ensure maximum efficiency.
• Follow up on daily requests from the Center Staff.
• Manage alert screen to log and review trips and drivers performance.
• Document and report any unusual incidents with driversand/or participants.
• Manage vehicle availability and routes accordingly.
• Make sure all trips are accounted for. No open will-calls, no unassigned trips, no runs with no driver.
• Manage trip adjustments as needed.
• Make sure all drivers are accounted for and performing driver end of day duties. Assist with the plan and coordination of daily activities of the dispatch department.
• Communicate continuously with Road Supervisors to ensure daily operational flow and assist with any issues that may arise.
• Review driver staffing levels with Road Supervisors to ensure adequate staffing for daily operations. Collaborate with Road Supervisors on driver availability and schedule changes.
• Ensure full utilization and functionality of routing and scheduling software by dispatch team to manage all scheduling operations. Receive continuous feedback from drivers and Road Supervisors on any route issues to address efficiencies with routing.
• Assist with the investigation of documents for any driver or dispatcher issues including those involving participants in collaboration with the Road Supervisors and Department Managers.
• Prepare for next hours of business. Review upcoming trips in the schedule.
• Cancel any trip that is still open that will not be performed.
• Follow up with participants on cancelations and communicate to appropriate departments as needed.
• Act as a liaison between the transportation department and center staff for related updates and answers.
• As assigned, attend CEI Center IDT team and care planning meetings as a recognized team member according to CEI policies and CMS regulations.
• Communicate any changes or adjustments with contracted transportation quality of services to Transportation Manager.
• Assist with maintaining the transportation hub and or all changes to participant profiles or schedules.
• Attend routing and scheduling software company offered educational programming to maintain competency with software functionality.
• Follow all CEI Policies and Procedures.
• Comply with all agency training requirements including department specific meetings and trainings.
• Maintain safe working environment by following CEI’s safety P&P’s.
• Maintain a courteous, helpful and professional attitude on the job. Display a willingness and ability to be responsive to all customer groups.
• Perform other duties as assigned in a positive and helpful manner.
• Identify potential rerouting because of traffic, construction or accident situations.
• Receive, document, investigate and resolve complaints regarding service. Inform Transportation Director of any complaints for tracking and further investigation of issues.
• Document, investigate and counsel Dispatchers regarding personnel issues, following CEI’s policy of progressive discipline. Report any personnel issues to Transportation Manager and Director.
• Recommend department policy and procedure changes to Director of Transportation as needed.
• Maintain courteous, respectful attitude towards participants and their families.
• Maintain cooperative, professional work relationship with other members of CEI Interdisciplinary team.
• Act as a liaison between the transportation department and center staff for related updates and answers.
• Attend CEI center IDT team and care planning meetings as a recognized team member according to CEI policies and CMS regulations
• Participate in departmental and CEI meetings as directed.
• Participate in the CEI quality assurance/performance improvement program (QAPI) as assigned.
• Maintain the confidentiality of all company procedures, results and information about participants, clients or families.
• Follow all CEI Policies and Procedures, OSHA safety guidelines.
• Comply with all CEI training requirements. Maintains professional affiliations and any required certifications.
• Maintain safe working environment by following CEI’s safety polices and procedures and participates in CEI’s safety committee if requested.
• Possess working knowledge of CEI’s Controlled Substance and Alcohol Testing Certification program.
• Maintain a courteous, helpful and professional attitude on the job. Displays a willingness and ability to be responsive in a warm and caring to all customer groups.
• Consistently cooperates and supports organization in problem solving issues. Ensures customer satisfaction by understanding and applying the Customer Service Policy, Procedure and Standards.
• Perform other duties as required or requested in a positive and helpful manner.
QUALIFICATIONS:
1. High school diploma or equivalent required. College AA degree or higher preferred.
2. 5 or more years’ experience working in a dispatch or related administrative function.
3. 1-2 supervisory experience preferred.
4. Excellent interpersonal skills.
5. Strong computer skills – word processing, spreadsheets and databases.
6. Phone Experience in a call center environment is a plus.
7. Strong organizational skills.
8. Ability to effectively problem-solve complex issues.
9. Strong verbal and written communication skills
10. Ability to work as a team player in a multi-cultural, inter-disciplinary setting.
11. Bilingual a plus but not required.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT:
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
1. Environment: Standard office setting; exposure to computer screens; may be required to work holidays and weekends.
2. Physical: Essential and marginal functions may require maintaining physical condition necessary for sitting or walking for prolonged periods of time; extensive use of computer keyboard.
The above job description is intended to communicate the general function of the mentioned position and by no means shall be considered an exhaustive or complete outline of the specific tasks and functions that will be required. CEI reserves the right to change job descriptions, site assignments, and or work hours as required by the needs of the program. All employees are expected to perform their duties within their ability as required by the job and/or as requested by management.
