Dispatch Lead

Position Summary

Working under the direction of the Call Center Manager, the Dispatcher Lead serves as the assistant manager of RCT's non-emergency medical transportation program and supports the provision of efficient, effective transportation services according to Agency, program, and grant requirements and performance standards by managing the Dispatch team, participating in program administration, and providing Dispatch staff coverage.

Duties and Responsibilities

The following duties and responsibilities reflect the essential functions of the position, but do not restrict the assignment of additional or different tasks; changes to the duties and responsibilities may be made at management's discretion. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Team Management

• Provide supervision, training, ongoing technical guidance, and performance feedback to the Dispatch team in all job requirements.

• Maintain staffing levels and schedule staff to ensure coverage for dispatching and ride assignment during regular business hours and on-call coverage outside of regular business hours.

• Assist with Dispatch staff hiring.

• Collaborate with Call Center Manager and Human Resources regarding policies, practices and staff concerns to ensure sound, compliant supervisory and management practices

• Plan efficient driver schedules and utilize the least costly modes of transportation in ride coordination.

• Accurately input and maintain all ride, client, and driver data and files in the appropriate system(s) according to grant, Agency, and program requirements.

• Communicate schedules to drivers at least one day in advance and update drivers of any change as soon as possible/ practical; inform drivers of any relevant ride details, including special transportation needs of clients.

• Provide excellent customer service to all clients with a solutions-oriented approach to meeting client transportation needs and confirming service eligibility.

• Perform general clerical duties, including filing, copying, and related duties.

• Address staff issues and concerns promptly, appropriately, and thoroughly, consulting with management and Human Resources as necessary and appropriate.

• Document and advise Call Center Manager of identified employee performance concerns; develop and implement plans for performance support and/or corrective action, as necessary.

• Communicate and reinforce the expectation of consistently high-quality customer service that seeks to confirm service eligibility and meet client transportation needs.

• Promote a productive, respectful work environment.

Program Administration

• Develop and maintain efficient, organized systems, processes, and workflow to consistently meet ride dispatching requirements and data/recordkeeping requirements.

• Screen and monitor calls, review reports, verify data, and review client files on a regular, ongoing basis to ensure quality and performance standards are met for customer service, ride coordination and scheduling, eligibility determinations, and required documentation.

• Advise the Call Center Manager of identified deficiencies in program performance; develop and implement plans to address and correct performance deficiencies.

• Track and report to the Call Center Manager all complaints from clients, drivers, and service providers; assist in resolving client and service provider concerns and complaints.

• Assist with reporting and other aspects of program administration, as requested.

Perform general clerical tasks as needed, including filing, copying, and related duties.

•  Assist with implementing and testing any new systems or updates to current systems.

Dispatch Coverage

• Perform any/all customer service and dispatching tasks as required to supplement and back-up the Dispatch team.

• Provide on-call coverage as needed to respond to transportation requests outside of regular business hours.

General Responsibilities

• Regularly work full-time hours as scheduled, with consistent, predictable on-site attendance to meet program coverage needs.

• Represent RCT in a professional, positive manner and promote working collectively in support of the Agency mission.

• Perform other duties as required to meet Agency and program demands.

Education and Experience

Required: Preferred

Any combination of education and experience is likely to provide the skills, knowledge and abilities to successfully perform the essential functions.

Undergraduate degree, experience in customer service and supervision/management experience.

Certifications and Licenses

Required: n/a

Required Knowledge and Competencies

• Understanding of staff management best practices and management core competencies.

• Ability to work autonomously and as a member of a team.

• An ability to identify challenges and employ a solutions-oriented approach to achieving goals and outcomes.

• Ability and motivation to successfully complete projects and tasks with minimal supervision.

• Demonstrated management skills.

• Strong collaborative leadership skills, with the ability to foster a productive, inclusive, respectful work environment/culture.

• Ability to plan, organize, direct, and supervise the work of other staff.

• Ability to communicate effectively, verbally and in writing, and to prepare clearly written correspondence.

• Ability to identify and understand challenges, objectively assess and evaluate information, and propose solutions.

• Strong data entry and data management skills.

• Ability to effectively manage multiple tasks in a fast-paced work environment.

• Commitment to protecting sensitive information and to maintaining client and staff confidentiality.

• Strong customer service orientation.

• Ability to exercise sound judgment and appropriately respond to stressful and/or unexpected situations.

• Technical capacity to learn and utilize various computer-based information management systems and information technology equipment.

Working Conditions and Schedule

This position is based in an open, shared office environment with moderate noise levels. Some travel to RCT offices in Orleans, Lamoille, and Franklin counties will be required.

This position may require working in potentially stressful situations and with clients who exhibit challenging behaviors. Medical and other emergencies involving clients or employees may occur.

Salary : $55