Dispatcher/Scheduler

Skagit Transit   Burlington, WA   Full-time     Transportation
Posted on April 10, 2021

Employment Opportunity

Dispatcher/Scheduler 

First consideration to applications received before Sunday, April 25th 2021

Position Summary:

Maintains radio communication with Fixed Route and Paratransit Coach Operators; provides information to and schedules transportation for Paratransit customers; responds to customer service concerns or requests; contributes to the day-to-day activities of the dispatch office.

Duties and Responsibilities

Responsibilities include but not limited to:

* Operate a two-way radio to communicate with Coach Operators; 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

See attached job description for complete list of duties

Qualifications

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

* 2 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

* Valid Washington State Driver's License

Salary and Benefits

* Hiring Wage; $24.10 per hour

* Medical Insurance with premium cost sharing

* Dental, Vision, Disability, Telemedicine, Life Insurance and EAP paid entirely by Skagit Transit

* 401(a) Qualified Plan with match. 457 Deferred Compensation Plan, 125 Flexible Spending Plan

* Paid Holidays

Work Schedule

* Skagit Transit operating hours are Monday-Friday, 4:15 AM - 9:30 PM, Saturday-Sunday 7:00 AM-7:00 PM

Skagit Transit is an Equal Opportunity and Drug Free Employer

DISPATCHER/SCHEDULER

REPORTS TO: SUPERVISES:

FLSA STATUS:

TESTING STATUS: Dispatch Supervisor

No supervisory responsibilities Non-exempt

Safety-sensitive; subject to DOT and FTA drug and alcohol testing regulations

Dispatcher Union Contract

PAY LEVEL:

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; contributes to the day-to-day activities of the dispatch office.

ESSENTIAL DUTIES AND 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

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

* Perform other related duties as assigned

QUALIFICATIONS:

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

* 2 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

DESIRABLE KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge of:

* Skagit County geography and street systems

* De-escalation strategies and techniques

* Office practices and procedures

Ability to:

* Communicate effectively and professionally, both orally and in writing, with employees at all levels of the organization, customers, vendors and contractors

* Relate effectively to individuals of various cultural, ethnic and social-economic backgrounds as well as individuals with special needs

* Demonstrate strong internal and external customer service skills in order to meet the Agency's expectations

* Learn quickly the Agency's dispatching procedures, specialized transportation services and vehicles

* Learn quickly to operate the Agency's two-way radio communication system and the computer software programs related to public transit service

* Maintain confidentiality of sensitive data and information

* Maintain regular reliable attendance

* Operate a computer using word processing, spreadsheet, database, e-mail and calendar software

* Deal with stressful situations using good judgment in a quick, decisive and effective manner

* Organize and maintain filing systems

* Operate various types of office equipment such as telephone system, copier, fax and scanner

* Maintain a high degree of accuracy and attention to detail in an atmosphere of frequent interruptions

* Organize and coordinate a variety of tasks at the same time in order to meet strict deadlines

* Operate a two-way radio to communicate with drivers

* Read maps and plan logical trips within time constraints

* Use courteous and professional telephone and e-mail etiquette

* The incumbent may be required to work an alternate weekly work schedule and more than eight hours a day during a five-day workweek

Dispatcher/Scheduler Page 2 of 3

Reviewed April 2018

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential functions require sitting approximately 90 percent of the time, with balance of time spent traveling to various locations within Skagit Transit office building, climbing stairs, stooping, reaching, bending, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, seeing, repetitive motions and carrying up to 20 pounds. Exerting up to 20 pounds of force occasionally and moving up to 10 pounds of force frequently.

WORKING CONDITIONS:

Duties performed while sitting at a desk or computer terminal, with some standing and walking within the office area. Subject to noise from office machines. Duties may involve some travel to other locations to conduct work. May be required to work outside normal schedule on occasion.

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.


Skagit Transit

Burlington , WA