Dispatcher – Paratransit - BRTA

Dispatcher – Paratransit - BRTA

Hourly Wage Range: Per Collective Bargaining Agreement (CBA)

Knowledge and Experience:

• High School Diploma or equivalent.
• At least 2 years’ radio and/or window dispatch experience in a fast-paced environment 
• Scheduling experience desired
• Transit environment experience preferred 
• Computer literate to include MS Office.
• Knowledge of transit routing/ scheduling systems.

Skills:

• High level of attention to detail.
• Effective communication skills, both written and oral.
• Excellent Customer Service skills
• Excellent organization and multi-tasking skills  
• Demonstrated excellent written and oral communications and organizational skills 
• Ability to handle stress, including emergency situations
• Good reasoning and decision making skills 
• Ability to read, write and speak English.
• Ability to work flexible schedules that may include nights, weekends, and holidays.

Key Accountabilities:

Dispatch Operations 

• Assign and coordinate trips to operators based on schedules, availability, and service priorities
• Monitor vehicle locations and route adherence using automated dispatching software
• Adjust schedules in real time to accommodate delays, cancellations, or emergent trip needs
• Maintain constant communication with operators via radio, phone, or digital systems
• Provide clear instructions, route updates, and support to field staff
• Respond to customer inquiries regarding trip status, delays, or service issues
• Schedules client trips and reviews, organizes and maintain trips.
• Other duties as assigned

Customer Service

• Ensure a high standard of service for passengers with diverse mobility and accessibility needs
• Address service disruptions and passenger concerns with professionalism and empathy

Problem Solving & Incident Management

• Identify and resolve service issues such as delays, no-shows, equipment failures, or emergencies
• Dispatch backup vehicles or reassign trips when necessary
• Document incidents accurately and escalate issues per protocol

Data Management & Reporting

• Maintain accurate trip logs, driver records, and service data
• Input and update information in scheduling and dispatch software
• Generate reports on service performance, on-time metrics, and operational trends

Compliance & Safety

• Ensure adherence to company policies, safety procedures, and regulatory requirements
• Monitor driver compliance with routes, schedules, and passenger assistance standards
• Support emergency response procedures when needed

Trip Scheduling

• Books trips utilizing call booking script
• Answers calls within call center KPI standards (i.e. hold times, call length, abandoned calls).

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of the job.  Reasonable accommodation may be requested to enable individuals with disabilities to perform the essential functions.  

All roles may entail, to varying extents, the following physical demands: 

• Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces;
• Exposure to both extreme heat and cold;
• Exposure to loud noises, fumes, and airborne particles;

In addition to the above demands inherent in every role, the following roles may entail unique physical demands, including: 

• Operators/Drivers may work inside or outside vehicles and may operate vehicles for over 8 hours per day.
• Operations Supervisors and Managers may split their work between an office setting looking at a computer screen/electronic device and active transit field locations driving in a vehicle.
• Maintenance Employees may be exposed to toxic or caustic chemicals in a ventilated maintenance shop and may work with personal computers, laptops, electronic hand-held devices, complex electrical schematics, diagnostic software and testing devices, and other heavy machinery.
• Office Staff may work indoors in air-conditioned or well-ventilated facilities, including offices and cubicle spaces equipped with a telephone and computer and may entail typing or looking at a computer screen.

Additional Statements:

• Drug screening: Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing a pre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also be contingent upon completion of a background check consistent with applicable federal, state, and/or local laws. 
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the safest transportation company in the world. 
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities where we operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, pregnancy status, genetic information, veteran status, gender identification, or any other status protected by applicable law. If you require a reasonable accommodation to participate in the application or interview process, please contact KTA-HR@keolisna.com. Keolis complies with federal and state disability laws and provides reasonable accommodations to qualified applicants. 
• Work authorization: Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position”
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.