Dispatcher

Position Overview

Under supervision of the Lead Dispatcher, patiently explains the service options available for a potential client (including information on transportation procedures): takes requests for transportation services from eligible clients and members of the general public (including explaining how clients can use the system); assists passengers with trip planning; handles scheduling, confirmation, and cancelation of trips; vehicles to shifts; maintains two-way communication with drivers throughout the day, and handles other clerical duties as assigned by the Operations Manager or Executive Director.

Will work closely with the Lead Dispatcher to prepare forms, maintain records, and files.

Oversee drivers and their shifts to ensure compliance with routes, schedules and policies. Provide assistance with mechanical, routing or emergency situations.

Work is characterized by the variety, complexity, and frequent public contact associated with the position. Considerable tact and courtesy are required as well as judgment in selecting and applying standard procedures and practices to specific tasks. Work is performed under general supervision and is evaluated by observation, conference, and the overall effectiveness and accuracy of duties performed.

Essential Job Functions

• Take phone requests for transportation services from customers.

• Assist customers with trip planning and scheduling based on: a) their physical condition, b) the unique features of the route system (including off-route scheduling) and Dial-A-Ride and c) detailed working knowledge of the location of streets, roads, and highways and the geographical conditions of the service area.

• Assess the client’s needs and handles scheduling, confirmation, and cancelation of trips. Ensures scheduled routing makes sense in regards to timing and geographical direction.

• Meet and/or exceed ETD customer service and dispatching standards and assist the Operations Manager to respond to road call emergencies and vehicle accidents; assist in meeting ETD’s vehicle emergency service standards. Operate the buses in service in an emergency situation.

• Communicate with drivers as necessary.

• In conjunction with the Lead Dispatcher, ensure that vehicle service hour records (including driver manifest reports and logs) are accurate and up to date.

• Prepare client intake forms and files, trip records and complaints/suggestion files.

• Type necessary reports, forms, and correspondence as needed.

• Manage the direct collection of all fares and ensure that the cash collection and reconciliation meets the standards established by the District.

• Take and successfully pass a drug test for pre-employment, as well as at random, reasonable suspicion, and post accident drug and alcohol tests as deemed appropriate by the District’s current approved drug testing policy.

• Monitor work environment for safety standards and potential hazards. Notify DER of need for a reasonable suspicion drug test. Notify Operations manager of known or observed safety or policy violations.

Requirements

• Courteous, friendly, personable demeanor. Orientation toward customer service (“interest in helping customers”).

• Working knowledge of county, state, and federal statutes pertaining to public transportation (or demonstrated ability to learn them).

• Ability to communicate the features of each service to the general public.

• Ability to establish and maintain an effective working relationship with drivers, human service agencies, and the general public.

• Good oral and written communication skills.

• Intermediate knowledge of computer skills, including ability to use scheduling software and Microsoft Office.

• Connecticut commercial driver’s license class B or higher with public service endorsement, passenger and airbrake endorsements or equivalent.