The Dispatcher plays an integral role to the success of our care delivery chain by planning and managing routes and tracking clients/patients discharges.

Our Culture: At DCT, we cultivate a supportive, collaborative, family-like culture that motivates our team members to give their best and realize their full potential. New ideas and an innovative spirit are welcomed and appreciated. Our relationships are built on trust, mutual respect, open communication, and a shared sense of purpose. We value our team members for their unique strengths and contributions and the integral role they each play in the overall success of our business.

Benefits and Perks:

• Family-oriented, innovative, supportive culture
• Employee incentives
• Training and development opportunities
• Workplace celebrations
• Community Volunteer Program
• Sign On Bonus
• Employee Referral Bonus

As a Dispatcher, you will assist in scheduling and assigning driver and outside carrier personnel; answer questions and record actions; respond to emergency telephone requests as appropriate. You will maintain electronic records and files related to the transportation program. You will also be responsible for brokering all available loads, directing investigations to verify and resolve customer or vendor complaints, handling carrier dispatch and calls as needed, and assisting with load entry. You will also act as Customer Relations support, as needed.

Essential Duties:

• Dispatch drivers to regular and emergency duties for the purpose of responding to emergency telephone requests and work orders.
• Work with external vendors and the Logistics, Operations, Customer Experience Teams for client pick up and discharge planning to ensure the most cost effective and time efficient routes.
• Fields incoming calls from customers or customer service department, managing requests for pick-up or discharge and ensuring timely service.
• Troubleshoots and resolves potential discharge and pick-up problems before they result in service issues.
• Assist with troubleshooting as needed.
• Verify and ensure accuracy of driver mileage calculations.
• Identifies and plans deployment for increases/decreases in route volumes, shifting resources in response to seasonal and other fluctuations by resourcing carriers before & during season, as needed.
• Records and documents information and distributes to appropriate departments, including route information, driver productivity evaluation, sales and service issues and opportunities, safety issues, and problem stops.
• Supports fellow Dispatcher and Operations department on all functions.
• Provides customers with timely and accurate service information.
• Keep up to date with State of Florida transportation and logistics operations.
• Professionally handles and resolves customer complaints.
• Collaborate with and serve as back up support for fellow dispatch team members.
• Keep both manual and computerized records (time sheets, odometer, and equipment use) for the purpose of the efficient operation of the department.
• Handle routine details and phone inquiries not requiring immediate attention of Head of Operations for the purpose of efficient department operations.
• Other Duties & Responsibilities as assigned. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Non-Essential Duties

• Assists in determining daily level of driver staffing to provide best mix of responsiveness and productivity.
• Build relationships with internal and external customers, as needed.
• Maintains a positive environment.
• Perform other office tasks, as assigned.

• High School Diploma. Associate Degree or higher or comparable experience in related field is preferred.
• Interpersonal skills to deal courteously and effectively with coworkers, staff, and customers.
• Supervisory and mechanical skills and aptitude
• Previous non-emergency medical transportation industry and NEMT vehicle experience is preferred.
• Excellent organizational and multi-tasking skills
• Computer literate
• Familiar with the type of licensing and permits required for NEMT in United States.
• Good mathematical and decision-making skills.
• Superior internal/external customer service.
• Superior internal/external communication skills.
• Ideal candidate would have existing carrier and or customer relationships.
• Bilingual preferred in Spanish and English

Key Performance Indicators:

• Leadership
• Keeps up to date on topics related to effective dispatching and transportation.
• Grows position’s business acumen.
• Excellent internal and external customer service
• Can solve problems using critical thinking skills.
• Goal oriented; can-do attitude
• Positive communication skills and work ethic
• Inspire others to perform with excellence.
• Can-do attitude and willing to learn new skills and duties.
• Willing to grow with the company.

Physical Demands of the position:

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The selected candidate must pass a drug screen.

Scheduled Hours:

This is an hourly PRN position of up to 40 hours per week work, scheduled Monday – Friday, 8 – 5 pm, and as needed after hours.

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