Under limited supervision by the Operations Supervisor, the Paratransit Dispatcher performs various technical and clerical duties in carrying out the operation of the dispatch service for the City fixed route, paratransit and microtransit Systems. Positions in this class are responsible for receiving and transmitting calls from the public for paratransit and microtransit bus transportation. Incumbents draw upon training, experience and guidelines established by the Department and state and federal transportation agencies to determine the appropriate response to each call.
The Paratransit Dispatcher is responsible for providing a high level of customer service when taking approximately 100-150 calls per day from the public and/or paratransit personnel and dispatching 12-15 drivers to provide bus rides under the paratransit and microtransit systems. During work hours the Paratransit Dispatcher is also responsible for performing general administrative support.
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Communicates effectively, professionally and courteously and maintains working relationships with others in carrying out job functions.
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Frequently (more than 50% of the time) interacts with the public and others in the work unit while receiving calls requesting scheduling rides in advance or notifying of schedule changes; questions callers to determine desired pick-up location, destination and estimated travel time; explains detailed procedures and answers a variety of questions;
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Serves as the first point of contact for customer complaints and concerns, provides initial de-escalation and resolution of routine issues. Escalates more complex or serious concerns to the appropriate supervisor or department member for further resolution;
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Communicates, coordinates, and sometimes negotiates with drivers and garage personnel to determine availability of service at the desired times and needs of clients;
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Notifies Operations management staff of dispatch scheduling errors or concerns;
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Maintains records according to established procedures and precedents;
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Receives and documents customer comments and complaints;
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Notifies Road Supervisors of collisions and other situations requiring immediate attention;
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Operates specialized department equipment.
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Operates two-way radio communication system while taking both routine and non-routine calls from the public and others in the work unit;
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Operates proprietary software packages to enter and retrieve information regarding reservations and schedules, drawing upon logical reasoning and judgment and taking into account various objectives.
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Provides general office support services to the department.
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Runs reports of calls received and other data as required;
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Files documents and records;
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Performs data entry and advanced analysis;
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Serves as back-up staff for cashing handling and recording functions.
- Processes cash deposits for paratransit.
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Processes applications for paratransit, according to established procedures.
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Performs all job duties in compliance with safety guidelines and with an ongoing awareness of safety practices.
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Knows and follows department and city rules as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss;
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Wears proper protective equipment when policy requires or conditions indicate a need exists and utilizes proper body mechanics and ergonomics while performing work;
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When potentially unsafe conditions are observed makes efforts to avoid or correct them if they are controllable and draws them to the attention of the responsible supervisor or safety representative in a timely manner.
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Performs other duties and activities as assigned.
The Transit Dispatcher must possess a high school diploma or its equivalent (G.E.D.) and 0.4 or more years of experience working with the public, or equivalent experience sufficient to successfully perform the essential duties of the job such as those listed above.
Knowledge, skills and ability include:
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Knowledge of the concepts and principles of fixed route and paratransit operations;
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Skill in Microsoft Office Suite: Word, Excel and Access;
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Skill in operating computer terminals sufficient to enter, retrieve and manipulate data;
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Skill in English, both written and spoken;
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Skill in providing customer service;
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Skill in problem solving;
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Skill in handling cash and credit card transactions;
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Ability to communicate and interact effectively with coworkers, supervisors, the general public, and others, sufficient to exchange or convey information and to receive work directions.
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Duties as assigned
This job is performed in a normal office environment, with a majority of time spent speaking to others on a telephone or two-way communication system. Approximately 250 calls per day are received. There is considerable attention to detail and deadlines. Activities the incumbent must perform include fingering, grasping, talking, hearing/listening, seeing/observing and using repetitive motions.
Sedentary Work: This job is rated as Sedentary Work, meaning that walking and standing are required only occasionally and the job involves sitting most of the time. The incumbent must be able to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
Some requirements in this job description may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. All requirements are subject to modification to reasonably accommodate individuals with disabilities.
Requirements are representative of minimum levels of knowledge, skills, and experience required. To perform this job successfully, the worker must possess the abilities and aptitudes to perform each duty proficiently.
This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. The City Administrator retains the discretion to add duties or change the duties of this position at any time.
