After Hours Transportation Scheduler I - Nonprofit

Title: After Hours Transportation Scheduler – Nonprofit 

Location: Bellevue, WA. This is an onsite only position.

Work schedule: Full time Wednesday – Sunday, 10:30am – 7:30pm

Who we are: Since 1971, Hopelink has provided stability-building programs for people experiencing poverty, immigrants and refugees, and people with disabilities.  We are the largest nonprofit in North and East King County.  

Make an impact in your community!   Hopelink equips people to exit poverty through comprehensive services, impactful partnerships, and advocacy for equitable opportunities for all. Join us!

Hopelink programs work in tandem to fill gaps, supporting each family or individual’s unique needs. These include food, energy, and financial assistance, housing with case management, mobility management, Non-Emergency Medical Transportation (NEMT), Dial-a-Ride Transit (DART), English for work, family development, and financial capabilities. To learn more, go to https://www.hopelink.org/

The career opportunity: The Non-Emergency Medical Transportation (NEMT) Scheduler I works proactively with transportation service partners to ensure that client transportation occurs in a timely, safe, and efficient manner. The Scheduler I is responsible for receiving and dispatching same-day service requests using Hopelink’s Customer Service Center scheduling software, providing superior customer service, and identifying service gaps to ensure that vehicle efficiency is maximized. Additionally, the Scheduler I documents eligibility data and service needs, provides referral information and assistance for callers who are ineligible for services, and serves as a first line of resolution for customer complaints. 

The ideal NEMT Scheduler I candidate will have experience in dispatching and/or scheduling transportation, some familiarity with scheduling software, and possesses a keen eye for detail. They should also bring strong customer service skills for interacting with internal and external partners and be adept at multi-tasking. 

What qualities we are looking for: We’d love to hear from you. So, if you are interested in this position, but don’t meet every single point on this job posting, please still get in touch. We would be happy to connect and see if you could be a great fit. We offer paid training!

• Experience with transportation dispatching and/or appointment scheduling.
• Familiarity with scheduling software helpful.
• Strong computer skills, including Word, Excel, Outlook, and Adobe Reader. 
• Strong attention to detail and ability to learn new skills in a quick and efficient manner.
• Two years customer service experience with internal and external customers. 
• This position is a Service Critical Employee with specific attendance requirements:  
  • Employee must report to work site during their scheduled hours, regardless of weather conditions or other emergencies.
  • Manage own transportation needs in adverse weather, including possible limitations to public transportation options.
  • Have a specific plan to address any other possible attendance barriers that arise during adverse weather and other emergencies, such as disrupted utilities or public services, road closures, school closures, etc.

Examples of what you will be doing:

• Responsible for day-of-service requests. Same-day dispatching tasks include assigning rides, processing cancellations, rescheduling trips, identifying shared ride opportunities, and adjusting schedules to maximize vehicle efficiency and reduce trip costs.
• Accurately processes trip requests for customers using Hopelink Customer Service Center scheduling software.
• Identifies shared ride opportunities; reschedules trips to adjust for breakdowns or service limitations and communicates changes to the appropriate parties; assists with the identification and documentation of service gaps. 
• Serves as first line of resolution to customer complaints; assists in identifying the complaint issue and finding a suitable resolution, escalating through the complaint process if needed; documents and escalates transportation service partner performance concerns to NEMT Scheduling Manager.

How you will be compensated: Hopelink is proud to provide meaningful paid time away from work and an affordable, comprehensive benefits package.

• Compensation: $23.75/hour
• Up to 10 paid vacation and sick days annually and 10 paid holidays, 
• Plus up to 7 paid float days available to use immediately; dependent on hire date and hours/week
• Medical, Dental, and Vision benefits after 1 month waiting period
• Flexible Spending Accounts; 401k with Employer Match; Life, Disability & Accident coverage
• Wellness Program; Employee Resource Groups; Employee Assistance Program; Employee Discount Opportunities; Training Classes
• Internal Career Opportunities; Professional Development; Leadership Development; Career Path Coaching
• Annual Performance Reviews with Merit Increase Opportunities

Hopelink Values: 

Growth & Human Potential

Relationships Built in Trust

Culture of Belonging

Quality of Our Work

Community-Centered

Fiscal & Data Stewardship

We are actively building an environment that welcomes and encourages the involvement and success of all individuals and respects the new possibilities that are created when diverse people, beliefs and values are included.