Dispatcher

Position Summary

The Dispatcher plays a critical role in managing and coordinating daily transportation operations for the citywide centralized shelter intake program. This position ensures timely, efficient routing of vehicles; maintains real-time communication with drivers and field staff; tracks trip progress using technology platforms; and prioritizes client safety and service responsiveness.

Key Responsibilities

• Trip Coordination & Scheduling
  • Assign and dispatch drivers to intake and shelter sites across all 77 Chicago community areas based on real-time demand.
  • Monitor incoming referrals and transportation requests through The Grove and DFSS One System.
  • Adjust schedules dynamically to address delays, cancellations, surge capacity, or high-need situations.
• Real-Time Communication
  • Maintain constant two-way communication with drivers and field teams via phone, text, and dispatch software.
  • Troubleshoot issues on the road and coordinate solutions, such as rerouting, emergency pickups, or on-site support.
  • Escalate safety, behavioral, or medical concerns immediately to the appropriate supervisor or clinical team.
• Technology & Data Tracking
  • Utilize transportation management software, GPS tracking tools, and DFSS systems to monitor vehicle locations and client transport statuses.
  • Log all trips, delays, incidents, and no-shows accurately and in a timely manner.
  • Assist with reporting and documentation for audits, compliance, and performance metrics.
• Collaboration & Service Delivery
  • Coordinate with intake teams, shelter sites, clinicians, and case managers to ensure smooth handoffs and responsive service.
  • Participate in daily huddles and planning meetings to anticipate transportation needs.
  • Support communication across intake, dispatch, and vehicle teams to maintain safety and timeliness.

Qualifications

• High school diploma or GED required; associate degree preferred
• 2 years of experience in transportation dispatch, logistics, emergency response, or shelter operations
• Experience with GPS routing software, dispatch platforms, and/or human services databases
• Excellent communication skills—calm under pressure, clear in instructions, and responsive in fast-paced situations
• Demonstrated ability to prioritize, multitask, and adapt to changing conditions
• Commitment to equity, trauma-informed care, and respectful engagement with vulnerable populations
• Familiarity with Chicago geography and community areas strongly preferred
• Successful background check and required health clearances