Dispatches the system’s vehicles and provides a communication link to agency drivers. Duties may include using two-way radio, telephone, and/or computer system to transmit assignments and compile daily operating statistics. Provides direction to and maintains two-way communication with all operators while monitoring system performance and making scheduling adjustments where necessary to maximize on-time performance, minimize service disruptions as a result of vehicle/operator availability, and/or emergency situations.
This position has no direct supervisory responsibilities; however, it may supervise drivers on occasion.
Primary Duties & Responsibilities
- Assigns work, vehicles, and on-board equipment to operators and maintains check-out logs.
- Assigns stand-by or extra board operators in the event of operator absence on increased service volumes, or to minimize service disruptions as a result of traffic, vehicle malfunction, operator problems, and/or emergency situations.
- Monitors operators and trip status, making adjustments and reassignments as necessary to ensure on-time performance.
- Reschedules trips as necessary in the event of vehicle malfunction, traffic, or emergency situations.
- Maintains two-way radio communication with operators providing information on customer cancellations, and directional assistance as needed.
- Documents daily events related to service accurately (journal).
- Maintains professional demeanor and appearance.
- Handles multiple tasks accurately and effectively in a fast-paced environment.
- Opens and/or closes facility depending on work shift.
- Empty vaults with a Road Supervisor on a daily basis.
- Update stand by sheet on an hourly basis.
- May drive the bus or act as a road supervisor as needed.
Other Duties and Responsibilities
- Performs other duties as assigned.
- Ability to stay awake
Analytical – Collects and researches data; Uses intuition and experience to complement data.
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Uses reason even when dealing with emotional topics.
Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Diversity – Promotes harassment-free environment; Shows respect and sensitivity for cultural differences; Treats people with respect.
Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time.
Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives.
Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity – Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Education and Experience
- High School Diploma or equivalent.
- Previous data entry, dispatch, customer service, and/or operating experience desired, but not required.
- Ability to read and write and understand basic directions.
- The ability to work independently
- Regular and Predictable attendance.
- Ability to stay awake.
- Ability to communicate effectively in English in both written and spoken form.
- Strong knowledge of Microsoft Office software.
- Data entry experience.
- General knowledge of Windows based computer operating systems.
Certificates, Licenses, and Registrations
- Must possess a Commercial Driver’s License (CDL), Class B with Air Brake endorsement.
Other Skills and Abilities
- Ability to use multi-lined phone system and handle multiple tasks concurrently.