RTS Access Dispatcher - Regional Transit Service

ABOUT RTS ACCESS:RTS Access provides complementary service, also known as "paratransit service," to the RTS fixed route system. This form of transportation is available to those customers with disabilities who are unable to utilize the RTS fixed route system for all or some of their transportation needs.

OVERVIEW:

The Dispatcher is responsible for dispatching and coordinating the movement of Bus Operators and paratransit vehicles, facilitating the deployment of safe and efficient paratransit service, monitoring Bus Operators to ensure policy and procedural compliance, assisting customers by scheduling and cancelling rides and providing information about service, and maintaining operational and service records, logs, and other data.

HOURS:Current shift is Wednesday-Saturday,3:00pm-1:00am.RTS Access operates 7-days per week from 4:00am until 1:00am. General Dispatcher work schedule is a 10-hour day for four (4) days and may vary depending on the bid pick. This is a union environment.

Starting rate in accordance with the Teamsters, Local 118 collective bargaining agreement: $18.00 per hour

ESSENTIAL FUNCTIONS:

• Utilize dispatching software to complete operator assignments, dispatch operators/vehicles and monitor transportation activity of prearranged schedules, modify and update schedules on the day of transportation to improve service, to include active management of on-time operator departures, late transportation concerns, verification of bus locations in response to customer request or no shows, and service closures in accordance with the current operator collective bargaining agreement.
• Support Bus Operators through standard operating procedures and real-time problem solving including but not limited to bus availability, vehicle change-offs & breakdowns, accidents or incidents and operator call-offs. Ensure proper completion of all operator reporting in the case of accidents or incidents.
• Coordinate vehicle movement by way of communicating potential road obstructions or weather concerns; maintaining the highest standards of safety possible.
• Prepare run rosters and Bus Operator manifests, ensuring all prearranged work schedules are properly assigned, merged, or closed in accordance with the current operator collective bargaining agreement.
• Maintain positive communication with Bus Operators via messaging or voice communication as required.
• Maintain positive communication and liaise with RTS Radio Control, Road Supervisors, Maintenance, and other personnel within the organization as required.
• Complete all assigned daily administrative tasks including but not limited to the preparation and issuance of operator clipboards/collection bags/passes/keys and the collection and accounting of fares.
• Provide friendly and professional customer service; schedule or cancel rides; confirm ride times, explain service, and/or answer questions; answer telephone calls to office during off-hours.
• Monitor and report on Bus Operators' dress code, radio conduct, pre- and post- trip inspection processes, general performance. Policy and procedural violations and other performances issues are reported to Manager of Access Operations.
• Collect and coordinate all operator survey input and other suggestions, provide response to operators and report on opportunities to improve service.
• Assist administrative staff with general office duties.

ADDITIONAL RESPONSIBILITIES:

• Must be able to work flexible shifts extending across a 10-hour per day operating schedule.
• Other duties as assigned.

EDUCATION & EXPERIENCE:

• High School Diploma or GED.
• At least three years' experience working in a dispatcher role.
• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to perform a variety of routine duties involving the use of procedures and the application of clearly prescribed standard practice. The incumbent at times will be required to make decisions and use sound judgment in cases where defined policies may not explicitly address a situation.
• Ability to work from objectives defined by the supervisor or by explicit procedures and rules. Proceeds alone on routine work and refers questionable cases to supervisor. Finished work not regularly reviewed by supervisor. Performance of tasks and activities are reviewed by supervisor on a scheduled basis.
• Strong computer skills, including basic knowledge of MS Windows, MS Outlook, MS Word, Trapeze, OrbCAD and Orb-Star and intermediate knowledge of Microsoft Excel preferred.
• Ability to effectively operate two-way radios and office equipment.
• Excellent customer service skills; customer focused.
• Excellent verbal and written communication skills; ability to effectively and professionally communicate with diverse constituencies.
• Strong organizational skills; attentive to detail; ability to follow through on tasks from beginning to end.
• Flexibility; ability to quickly adapt to change.
• Ability to handle stressful situations; ability to focus under pressure.
• Ability to work independently and within a team.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

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.

While performing the duties of this job, the employee is regularly required to sit while using hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk, hear, see, and use a computer. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is occasionally required to stand, walk, reach with hands and arms, and stoop, kneel, crouch, or crawl. The noise level in the work environment is usually moderate.

ADDTIONAL INFORMATION:

Rochester Genesee Regional Transportation Authority (RGRTA) is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. RGRTAwill make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business.