What are the responsibilities and job description for the Dispatcher position at Cincinnati Metro?
Metro is seeking a Dispatcher to manage the day-to-day communications coming into the Radio Communications Center (RCC), via radio, telephone and email and provide services resulting in timely and efficient transportation to customers.
Job Duties
Competency Statement(s)
Computer Skills
Job Duties
- Monitor and address radio communications for coach operators and street service supervisors regarding traffic, emergencies, illness, weather, etc.
- Answer telephone calls and email messages from coach operators, police and fire departments, ARTIMIS center, service supervisors , customer service representatives, customers, and passengers.
- Create and/or maintain reports for pertinent transmissions in CAD/AVL, radio/CAD/AVL inventory and radio repairs, Service Disruption Report, and Take and Wait/Change Off Report.
- Notify first responders (police, fire, EMS) to assist employees, passengers and citizens during emergency situations.
- Communicate to all affected personnel and develop alternate routing for detours, necessitated by road blockages/congestion due to accidents, volume, construction, special events, police, or fire.
- Monitor and report on ARTIMIS cameras, garage security cameras, special events, and operator rule infractions.
- Arrange for special considerations for ill or stranded passengers, e.g. dispatch a shuttle or provide supervisor pick-up.
- Operate CAD and AVL systems properly to ensure achievement of on time performance, customer service, and safety goals and expectations.
- Assist in Radio and other procedure training of new operators.
- Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran.
- Facilitate the development of strategies to meet or exceed organizational and department performance goals and objectives, monitor results, and recognize employee, department and organization accomplishments.
- Model, facilitate and encourage exemplary internal and external customer service, open communication, collaboration, participation and professional development among staff.
- Ability to work in compliance with Metro's safety and security policies.
- Other duties as assigned.
Competency Statement(s)
- Communications - Excellent verbal, writing and non-verbal skills. Persuasive, consensus builder.
- Customer Focus - Excellent problem-solving skills and a desire to exceed customer expectations.
- Employee Development - Competent in assessing employee skills: coaches, delegates, and supports employee development. Provides constructive feedback.
- Leadership - Energetic, innovative self-starter, committed to continuous improvement and creative problem-solving.
- Professional Integrity - Exhibits and values commitment, leadership, accountability, diversity, honesty, fiscal responsibility, and the ability to maximize resources.
- Proficiency - Able to multi-task, excellent computer skills, accuracy and attention to detail.
- High School Graduate or General Education Degree (GED)
- Two or more years as a coach operator
Computer Skills
- Working knowledge of email, Microsoft Applications, and CAD/AVL.
- Use of standard office equipment
- Working knowledge of the Metro system and all routes. Familiarity with all coaches and their features including video digital cameras and radios.
- Radio Communications Center atmosphere
DISPATCHER
First Care Of Ohio -
Cincinnati, OH