Dispatcher
$26.00 Hourly
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Responsible for the direct day-to-day routing, communications and dispatching interactions with District Bus Operators. Coordinates and directs the movement of vehicles for District transit services. Operates a variety of communication equipment, tracks and reports sign-in and sign-out times, assures routes are timely maintained according to schedules, and communicates vehicle and service issues to management as appropriate. Work requires incumbent(s) to exercise good judgement, make decisions within the limits of established policies, procedures and guidelines and provide excellent customer service.
CLASS CHARACTERISTICS:
This classification is responsible for the overall dispatch function for GET transit operations. Moderate level of supervision is required.
SUPERVISION RECEIVED AND EXERCISED:
This classification reports to the Operations Dispatch Supervisor, Operations Manager, and Director of Operations. This classification does not supervise.
CORE COMPETENCIES:
Detail Oriented: Scheduling, reviewing, and managing multiple driver-related activities for the Operations Department ensuring compliance with bid and scheduling protocols and procedures.Ethics and Compliance: Upholding ethical standards, promoting public transparency, and ensuring adherence to agency regulations and Operations compliance requirements related to assigned duties.Communication Skills: Effectively communicating with internal and external stakeholders orally and in writing. This includes writing clear and accurate documents and reports.Relationship Building – Establishing rapport and maintaining mutually productive relationships with all parties contacted in the course and scope of work.
These functions may not be present in all positions in this class. Management reserves the right to add, modify, change or rescind work assignments as needed.
- Provide public transit/transportation dispatching and routing services to GET vehicle operators.
- Coordinate and dispatch vehicles in a timely manner and in accordance with appropriate schedules.
- Provide answers to questions related to fixed-route services regarding overall service, variety of fixed-routes available, service areas, schedules, various operating questions, and fixed-route fare pricing.
- Create, maintain and monitor computerized daily schedules for dispatching and routing transit services; modify and update schedules to improve service effectiveness.
- Make referrals to Customer Service Representatives for scheduling select transit services related to Non-Emergency Medical Transit, ADA compliant paratransit, and other specialized transportation programs.
- Monitor and maintain radio contact with vehicles and operators; review and monitor timely driver arrivals and departures.
- Transmit instructions to, and receive messages from mobile field staff; communicate using a radio console and/or hand-held radio to make contact with drivers, and supervisors.
- Provide emergency assistance to vehicle drivers for traffic accidents, route detours, disabled vehicle reports by vehicle drivers; contact emergency first responders in case of fire, criminal and/or other incidents requiring first responder intervention.
- Maintain a log of daily activity; operate radio equipment to dispatch vehicles.
- Operate radio equipment to assist operators in coordinating driving instructions as it relates to alternative route access and detour information.
- Maintain clean work station, Dispatch room, sanitize between shifts.
- Read e-mails daily for up-to-date information regarding incidents, detours, and instructions issued by supervisors.
- Act as back-up for Customer Service Representatives as required.
- Maintain sound business relationships with those contacted in the course and scope of work to foster satisfaction with the District’s quality of service.
- Use telephone system to communicate with office personnel and place and receive a variety of outside calls.
- Understand and be informed regarding the Agency Safety Plan (ASP) regarding managing risk and pro-actively addressing safety; participate in the Employee Safety Reporting Program (ESRP).
- Be available to support the Lead Dispatcher and the Transportation Supervisor on weekends/evenings/holidays as required for emergency when the Lead Dispatcher and/or the Transportation Supervisor is not available.
- Maintain computer files and transit dispatch databases for timekeeping, payroll, and/or other District technology requirements.
- Reports to work consistently, as assigned.
Performs other related duties as required.
QUALIFICATION GUIDELINES:
A typical way to obtain the requisite knowledge and abilities to perform the duties and responsibilities of this classification is as follows:
EDUCATION, TRAINING AND/OR EXPERIENCE:
Graduation from high school or the equivalent, supplemented by specialized training in communications or a related field and one (1) year of responsible communications, dispatch and/or clerical experience, preferably in a call-center. Bi-lingual (English/Spanish) speaking/reading/writing skills desirable.
LICENSE AND/OR CERTIFICATE:
Valid Class C California Driver’s License with acceptable driving record, desirable.
Special Requirement
Employees in this classification are considered “safety sensitive” and are required to participate in the District’s DOT random drug testing program.
REQUISITE KNOWLEDGE AND SKILL LEVELS:
- Methods and techniques of delivering public transportation services to the general public and special service populations (e.g. Seniors, Disabled).
- Methods and techniques of dispatching commercial passenger vehicles.
- Knowledge of effective customer service techniques.
- Knowledge of modern office methods, practices, procedures, and equipment.
- Proficiency with scheduling, word processing, spreadsheet and database applications, including standard business software (e.g. MS Word/Excel/PowerPoint/Access/Outlook).
- Knowledge of principles, practices, and procedures of filing and record keeping.
- Knowledge of proper English usage, spelling, grammar, and punctuation.
- Knowledge of principles and practices of marketing and media relations.
- Knowledge of basic principles of transit operations.
- Knowledge of streets, landmarks, and general geography of the Bakersfield area.
REQUISITE ABILITIES:
- Ability to learn the District’s route schedules and supervisor telephone information service.
- Ability to review and adhere to a detailed schedule for providing dispatching services.
- Ability to operate telephone, radio, computer, various software applications and other assigned equipment in the performance of job duties.
- Ability to adapt to changing technologies and learn functionality of new equipment and systems.
- Ability to demonstrate sensitivity, tact, and provide outstanding service response to both internal and external customers.
- Ability to establish and maintain cooperative working relationships with District staff and others contacted in the course and scope of work, including the general public.
- Ability to maintain professionalism and composure at all times, in person and over the phone, including stressful situations and when handling accidents, disputes and complaints.
- Ability to prepare and maintain accurate and clear written documents such as reports, records, memoranda, forms, and correspondence.
- Ability to communicate clearly and effectively, both orally and in writing.
- Ability to handle multiple priorities, efficiently organize work, and meet frequently changing deadlines.
- Ability to learn, interpret, explain, and apply District programs, policies and procedures.
- Ability to understand and follow oral and written instructions.
- Ability to work early morning, late evening and/or weekend assignments and travel to various locations or off-site meetings and events when necessary.
- Possess strong positive interpersonal skills.
- Perform work requiring accuracy and attention to detail; reconcile data and information.
- Maintain accurate records and reports.
- Work independently;
- Ability to speak effectively with the public and effectively deal with public citizens.
- Ability to obtain a commercial driver’s license.
ESSENTIAL PHYSICAL TASKS & ENVIRONMENTAL CONDITIONS:
Work involves light to moderate work in an office setting. There is some limited exposure to the elements and potential exposure to infectious disease or personal harm when working outdoors. There is a frequent need to sit, to stand, to walk and occasional need to lift objects up to 50 pounds.
Tasks involve the ability to exert light physical effort in sedentary to light work but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light to moderate weight (25-50 pounds). There is frequent need to stand, sit, stoop, walk, and perform other similar actions during the course of the workday. Regular use of computer monitor and keyboard required.
Sit to operate the computer, and have telephone conversations. (F) Stand to operate the laminator and while working at the counter. (O) Walk to move from one office to another. (F) Squat to retrieve stored materials. (S) Twist upper body when working at the desk. (F) Kneel, bend at waist, lift, pull, reach, hang materials. (O) Use pens and pencils to write – lift, grasp, push. (F) Operate the computer while reading written information. (F)
Use a computer to produce documents – push keys. (F) Use a typewriter to produce written materials – push keys. (F) Use a copy machine to copy documents – insert, push. (F) Bend at the waist while lifting materials. (O) Talk on the telephone while taking notes or while working on the computer. (F) Work indoors to operate computer, use telephone and perform office and administrative functions. (F) See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents. Hear in the normal audio range with or without correction; hearing sufficient to utilize telephone and/or two-way radio equipment.
Reasonable accommodation(s) for an individual with a qualified disability will be considered on a case-by-case basis.
SUPPLEMENTAL INFORMATION
A background check will be conducted for this classification.
All Golden Empire Transit District employees are designated “Disaster Service Workers” through state and local laws (CA Government Code Sec. 3100-3109). In the event of a declared emergency or any undeclared emergency or natural disaster that threatens the life, health and/or safety of the public, GET employees may be assigned to assist rescue and relief workers. Such assignments may be in locations, during hours and performing work significantly different from the employees’ normal work assignments and may continue through the recovery phase of the emergency.
As Disaster Service Workers, all Golden Empire Transit District employees are expected to remain at work, or to report for work as soon as practicable following a significant emergency or disaster.
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