DISPATCHER

On Time Transport Inc - Roselle, NJ3.4

30+ days agoFull-time
A

As part of the Customer Care-Dispatch Department (CCDD), and under the supervision of the Dispatch Manager, the Dispatcher is responsible for the efficient utilization of resources provided by the Customer Care-Scheduling Department (CCSD). The Dispatcher is tasked with making the best use of the available units and technology to provide the highest possible level of customer service. The Dispatcher directs and supports all field associates.

Essential Duties and Responsibilities

Manage the unit hours produced by scheduling in the most efficient possible way while maintaining required customer response times;
Assign all same day trip requests;
Understand and utilize tools such as RescueNet Dispatching, Street Eagle Tracking, and ePro Scheduler;
Direct available units according to established move-up plans;
Direct units to fuel and/or restock during available/posting times in order to reduce the end-of-shift;
Be aware of all response time requirements by contract/customer;
Ensure that field units are reporting time stamps promptly and according to policy; report any non-compliance to the appropriate supervisor;
Make late calls in advance to customers when response times will exceed quoted or negotiated levels;
Effectively and discretely report personnel issues through established human resources management guidelines, policies, and in accordance with all state and federal employment-related laws;
Report both substandard and exceptional field personnel performance accordingly;
Report service compliments and complaints through ePro Incident Reports;
Utilize ePro Scheduler to make live changes to employee schedules and units;
Work closely with the Fleet Department to ensure the most efficient movement of vehicles into and out of service;
Work closely with Operations to manage critical incidents as necessary;
Perform other related duties as required;

Knowledge, Skills, and Qualifications

High School education. College education and/or equivalent work experience preferred;
Understand RescueNet (RN) reporting and High Performance Indicator (HPI) numbers that measure the success or failure of the company and the department;
Excellent written and verbal communications skills required;
Critical thinking skills required;
Must be highly-organized;
Excellent (or established) inter-personal skills;
Knowledge and expertise with Microsoft Products preferred, specifically Excel and Word;
Computer proficiency preferred;
Excellent documentation skills (promptness, accuracy, thoroughness, and legibility);
Strong communication skills;
Working knowledge of EMS systems/private ambulance and medical transportation systems preferred;
Ability to teach skills to others;

An AA/EEO Employer