Dispatcher/Scheduler

POSITION SUMMARY:

Maintains radio communication with Fixed Route and Paratransit drivers. Provides information to and schedules transportation for Paratransit customers. Responds to customer service concerns or requests and contributes to the day-to-day activities of the dispatch office.

MINIMUM QUALIFICATIONS:

Any equivalent combination of education and experience that provides the knowledge, skills and abilities required to successfully perform the job. A typical way to meet this requirement would be:

• High School diploma or equivalent

• Two years of transportation, dispatching, or customer service experience or 2 years of college-level or technical school related courses

• Work history that reflects strong customer service experience, attention to detail, accuracy, and organization

JOB DUTIES/RESPONSIBILITIES:

• Operate a two-way radio to communicate with drivers; receive and provide information concerning changes in manifests, road and weather conditions, detours, vehicles, and other service needs; serve as liaison between supervisors, drivers and mechanics

• Provide courteous and professional customer service in scheduling, confirming and canceling Paratransit trips

• Receive incoming service requests for transportation from individuals with disabilities and other special needs and the elderly; enter and confirm trip information in proprietary software; answer questions related to pick-up times and transportation procedures

• Provide supervisors with information on service, vehicles, route status, changes, and updates

• Receive and assess emergency radio calls and contact emergency services necessary

• Schedule trips efficiently after reviewing computer suggestions, map coordinates, direction of travel and time constraints; communicate with drivers via radio and internal text systems to adjust schedules

• Respond to needs of drivers out on the road such as coordinating bus swaps, communicating with maintenance, or information technology as needed

• Check in drivers reporting for duty; report late arrivals to Operations Supervisor

• Contact Paratransit customers to re-schedule trips, obtain or provide additional information or notify of vehicle arrival; provide schedule information for Fixed Route service

• Process Customer Comment Forms on behalf of callers; relay customer comments, driver concerns and vehicle maintenance needs to other Agency personnel as appropriate

• Maintain logs of radio communication, fuel card, key and vehicles if assigned; prepare other records and reports related to Fixed Route or Paratransit routes and service; record no-shows and other data as required; process passenger count and mileage statistics; prepare forms, logs, and manifests for next service day

• Maintain confidentiality of information according to Agency policies

• Assist with clerical duties, file maintenance and special projects in support of Agency operations as requested

• Act as back-up to Route Efficiency Technician as needed

• Assist clients with learning Fixed Routes and Paratransit system; assist applicants with Paratransit applications; maintain training and assessment records

• May be required to serve as a designated emergency responder during disasters and/or emergencies

• Perform other related duties as assigned

BENEFITS:

All employees are eligible to receive:

Benefits begin the first day of the month following the date of hire.

Skagit Transit is an Equal Opportunity Employer and Drug Free Business