Dispatcher - Tri Delta Transit

Hourly Wage Range: $28.50 – $38.00

Dispatchers provide direction, communications with all operators while monitoring system performance and making scheduling adjustments where necessary to maximize on-time performance, minimize customer wait times for on-call or will-call services, minimize service disruptions because of vehicle/operator availability and/or emergency situations. These personnel will also be responsible for maintaining communications with all vehicles in service and for maintaining a daily dispatch log.

Knowledge and Experience:

• At least 2 years’ radio and/or window dispatch experience in a fast-paced environment
• Transit environment experience preferred
• Must have a valid California Class A or B CDL with air brake and passenger endorsements
• Must have a current Verification of Transit Training (VTT) certificate prior to entering revenue service.
• Transportation Dispatching Software knowledge desired
• Intermediate knowledge and experience of Microsoft Office Suite

Skills:

• Excellent organization and multi-tasking skills
• Demonstrated excellent written and oral communications and organizational skills
• Good Judgement skills
• Reasoning skills and Decision making
• Uses good judgment in making decisions in emergency and routine situations
• Strong analytical and reporting skills
• Ability to handle stress, including emergency situations
• Successful completion of Customer Service Training
• Provide exceptional customer service to both internal staff and external customers
• Must have the ability to accurately use the technology required for the role after training has been provided.

Key Accountabilities:

• Dispatch shall conduct a visual inspection of drivers to ensure proper uniform, present a professional appearance, and are prepared for service. Dispatchers shall also verify that drivers possess all required credentials, including but not limited to a Commercial Driver’s License (CDL) with passenger endorsement, medical certificate, and any other documentation necessary for service.
• Must be proficient in computer use and capable of managing multiple complex tasks simultaneously.
• Successful completion of Keolis’ formal driver training program.
• Dispatchers are expected to promptly notify designated Keolis and Eastern Contra Costa Transit Authority (ECCTA) staff via email of any unusual occurrences that result in significant service delays (15 minute or more) as they arise. Dispatchers must be prepared to demonstrate proficiency in managing and fully utilizing the tools and system provided by ECCTA following the completion of required training.
• This includes the knowledge and ability to post route information, such as significant service disruptions, unplanned detours, and stop closures, across various digital channels, including the Tri Delta Transit website.
• Dispatchers are responsible for responding to, and making necessary adjustments in response to, both planned and unplanned detours.
• Dispatchers will disseminate information on detours to the operators. Such information shall include but is not limited to: affected routes and trip directions, turn-by-turn detour instructions, bus stop closures or missed stops, and temporary boarding and alighting provisions, and the expected duration of the event or project.
• Dispatchers are responsible for accurately recording operators’ work assignments, time worked and all call offs in the dispatch software.
• Assign work, vehicles and onboard equipment to operators and maintain check-out logs
• Assign operators in the event of operator absences, increased service volumes in order to minimize service disruptions as a result of traffic, vehicle malfunctions, operator problems and/or emergency situations
• Maintain communication with operators, providing information on customers, cancellations, and directional assistance where necessary
• Monitor operators and trip status, adjusts and reassignments as necessary to ensure on time performance
• Provide assistance to operators in the event of emergency or vehicle malfunctions, communicating with operations and safety staff where appropriate
• Reschedule trips as necessary in the event of vehicle malfunction, traffic, or emergency situations
• Reconcile trip manifests by operators when required
• Provide assistance to passengers in using the service as well as when inquiring about individual trip status
• Document accurately and appropriately daily events related to service
• Collect any lost and found articles and catalog, attempt to contact appropriate passengers where possible
• Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees
• Establish and monitor on-time performance
• Will maintain “exceptions” and “incidents” log
• Will assist drivers with informational material as needed
• Will operate revenue service and assist passengers based on business need
• Report to supervisors and duty managers any drivers failing to meet assigned duties
• Other duties as assigned

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Most of the work is done indoors and in air-conditioned or well-ventilated facilities, in an office or in a cubicle space
• May work inside and outside vehicle and might get exposed to extreme, hot and/or cold, weather
• May sit for over 8 hours per day with frequent use of keyboard, computer monitor, and telephone
• May stand, walk, twist, squat, bend, push, lift, pull, and climb stairs while performing duties
• May be exposed to fumes and loud noise
• May walk on uneven surfaces, while assisting passengers

Additional Statements:

• Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.
• 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 most successful transportation company in the world.
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which 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, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
• 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.