Dispatcher

Position Summary

The Transit Dispatcher provides support to the PCS mission by dispatching Transit Drivers. The Transit Dispatcher is primarily responsible for coordinating transit trips, planning and managing routes and schedules, engaging in consistent and clear communication with drivers, and preparing and submitting necessary reports.

Essential Duties

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

Essential Duties:

• Supervises and schedules transit drivers for adequate coverage of services; adjusts schedules for leave; utilizes appropriate systems (ex: Paycom, Transportation Manager, etc.) daily to track and modify work schedules
• Receives and handles telephone reservation requests from clients throughout the counties served by PCS; verifies trip data with clients to ensure timely pickup and drop off
• Identify, implement, monitor, and manage driver routes and schedules, adjusting as needed for optimization, efficiency, and service excellence
• Performs contracted duties; notifies drivers of client pickups, receives call backs of pickups; verifies records and driver reports within designated time frames; sends information to appropriate transit personnel for billing
• Performs timely and accurate data entry and maintains appropriate agency systems; inputs client trip information into the appropriate software (ex: SHAH); input required data with tablets when necessary and upload data from tablets into appropriate software daily
• Maintains accurate and up-to-date files, records, and documentation of calls; maintains the integrity and confidentiality of files and records
• Performs periodic audits of files and records to ensure that all required documents are collected and filed appropriately
• Retrieves information as requested from records, email, minutes, and other related documents; prepares written summaries of data when needed; compiles and distributes reports as needed
• Refers customer and driver complaints to Transportation Operations Manager as required; enforces disciplinary action for PCS and/or Transportation program policy violations within 5 days
• Serves as a backup for clients whom walk in and serves as a driver when needed
• Performs general clerical work in relation to Transportation program administration
• Answers questions from the clients and employees relative to PCS transportation and resources
• Acts as a liaison between PCS and the public, developing and maintaining positive relationships with community partners, community service providers, and vendors
• Assists program leadership with ensuring compliance with applicable laws and grant guidelines
• Provides program leadership with assistance in the execution of program strategies and initiatives; facilitates strategic thinking to overcome obstacles and achieve grant goals
• Conducts research on trends and best practices to help ensure effectiveness of transit drivers, routes, and schedules
• Maintains and builds positive relationships with all levels of staff
• Acts as a primary point of contact within the Transportation program and provides program information to all employees, serving employees with excellence in a manner aligned with organization values and purpose
• Conducts self and performs work in an ethical manner in accordance with PCS standards of conduct, and other applicable policies
• Attendance and participation in organizational team meetings and all staff days is required, some of which may be off site and on weekends
• Other duties as assigned

Other Duties:

• Maintains a strong working knowledge of PCS standards including policies and procedures, organizational standards, grant and program compliance, procurement standards, and all other applicable policies and procedures as outlined by PCS.

Qualifications

Education: A High School Diploma or equivalent is required. An Associates Degree in a relevant field is preferred.

Licenses and Certifications: Class B Commercial Drivers license with passenger endorsement required.

Experience: 2 years of experience in customer service or as dispatcher for a public service agency is required; 2 years of experience as a supervisor required; Some experience in a Community Action Agency or other similar non-profit organization preferred

Skills:

• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines; ability to prioritize tasks.
• Excellent customer service skills.
• Strong critical thinking and problem-solving skills.
• Strong management skills.
• Ability to work independently and within a team.
• Ability to work well under pressure.
• Proficient with Microsoft Office Suite or related software.
• Proficiency with or the ability to quickly learn the systems utilized by the organization.
• Basic math skills required.
• Proficiency in understanding, speaking, and writing in English and Spanish.

Other Requirements: Valid drivers license required. Must have liability insurance coverage. Bilingual ability in understanding, speaking, reading, and writing both English and Spanish strongly preferred.

Qualifications

Education: A High School Diploma or equivalent is required. An Associates Degree in a relevant field is preferred.

Licenses and Certifications: Class B Commercial Drivers license with passenger endorsement required.

Experience: 2 years of experience in customer service or as dispatcher for a public service agency is required; 2 years of experience as a supervisor required; Some experience in a Community Action Agency or other similar non-profit organization preferred

Skills:

• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines; ability to prioritize tasks.
• Excellent customer service skills.
• Strong critical thinking and problem-solving skills.
• Strong management skills.
• Ability to work independently and within a team.
• Ability to work well under pressure.
• Proficient with Microsoft Office Suite or related software.
• Proficiency with or the ability to quickly learn the systems utilized by the organization.
• Basic math skills required.
• Proficiency in understanding, speaking, and writing in English and Spanish.

Other Requirements: Valid drivers license required. Must have liability insurance coverage. Bilingual ability in understanding, speaking, reading, and writing both English and Spanish strongly preferred.

Salary : $17 - $19