Access Dispatcher/Controller

Job Title: Access Dispatcher/ Controller

Position Summary: The Access Dispatcher/Controller is an in- office position responsible for managing the operational concerns that arise during the day of service, rescheduling trips, monitoring on-time performance, and resolving customer-related issues while following established SOP's and WeGo protocols. The role involves close collaboration with in-house staff, and drivers to ensure seamless and efficient service delivery.

Key Responsibilities:

1. Operator Issues on Day of Service:
   1. Address and resolve operator problems in real time.
   2. Approve no-shows, cancellations at the door, and answer all RTTs/radio calls.
   3. Provide directional assistance to operators as needed.
   4. Provides solutions to pick up and/or drop off issues and address any field problems such as accidents and breakdowns and maintain records of each occurrence
   5. Reschedule trips due to breakdowns, accidents, manpower shortages, vehicle issues, or late pull-outs.
   6. Enter data into computer by keyboard entry devices to complete dispatch calls.

1. Performance Monitoring:
   1. Monitor and track on-time performance for in-house and 3rd party providers.
   2. Confirm that all in-house routes have operators and vehicles assigned.
   3. Collaborate with internal teams (e.g., work with Team 22) to facilitate van swaps and route assignments.
   4. Ensure unassigned trips are rescheduled after being returned by providers.
      
      
2. Trip Management:
   1. Manually remove trips from non-dedicated third-party providers to fill slack time with in-house resources.
   2. Update trip details and adjust in-house routes to optimize on-time performance while monitoring vehicle location in real-time.
   3. Notates, investigates and reports late pull-outs and habitually late routes.
   4. Enters cancellations, no-shows, missed trips, and cancellations at the door into the system.
   5. Ensures smooth and timely dispatching by correcting booking errors, including address and time adjustments.

1. Provide accurate ETAs (if Customer Care cannot provide).
2. Address and resolve customer issues, ensuring service is maintained to a high standard.
3. Reschedule customers from no-shows, missed trips, accidents ,breakdowns and delayed in-house routes.

1. Effectively communicate with operators, customers, and third-party providers to ensure accurate and timely service.
2. Assist with scheduling, ensuring that both customer and operational needs are met efficiently.
3. Operates required telephone and radio and communications equipment
4. Contacts appropriate law enforcement agencies, medical services and/or supervisory personnel in emergency situations

Required Qualifications:

• Strong written and verbal communication skills.
• Ability to solve practical problems and deal with a variety of concrete variables/scenarios.
• Demonstrate a high level of customer service commitment, confidentiality and integrity.
• Respectful and sensitivity to a diverse range of individuals, including the elderly and persons with disabilities.
• Performs all duties with efficiency in a courteous, responsible and timely manner
• Ability to actively listen, gather and interpret information and exercise good judgement when making quick decisions.
• Ability to handle high-pressure situations.
• Ability to learn and follow regulations and guidelines pertaining to the WeGo Access protocol and policies as well as the ADA
• Ability to work in a team environment and create a positive non-judgmental atmosphere.
• Attention to detail is paramount.
• Must be reliable, prompt and dependable.
• Ability to use and interpret street maps as well as give directions
• Strong organizational and time management abilities to create efficient schedules and manage complex trip details.
• Knowledge of transportation scheduling systems and dispatch procedures preferred.
• Previous experience in dispatching or transportation operations is preferred.
• Ability to multitask and prioritize during high-demand periods.
• Ability to closely observe four and sometimes five computer monitors simultaneously.

Work Environment: This role will be performed in a dynamic, fast-paced environment where attention to detail and quick decision-making are crucial to ensuring operational success and customer satisfaction.