SC Metro | PARATRANSIT DISPATCHER/SCHEDULER

PARATRANSIT DISPATCHER/SCHEDULER

POSITION DESCRIPTION:

Under general supervision, dispatches Paratransit Operators using a variety of communication devices. Receives ParaCruz customer calls, accurately records reservation information. Prepares and adjusts ride manifests for Paratransit Operators and supplemental providers, monitors drivers’ locations and documents drivers’ adherence to ride manifests. Provides assistance with reports as instructed. Performs other functions as assigned.

DUTIES AND RESPONSIBLITIES:

Dispatches vans using various communication devices.

Receives ParaCruz customer service calls promptly and professionally, adhering to call-handling best practices

Accurately book and coordinate ride requests using scheduling tools and platform

Confirm pickup and drop-off details, updating customers and drivers in real time

Provides courteous service and demonstrates the ability to meet the needs of customers

Communicate ride statuses and updates clearly to customers

Collaborate with team members to optimize routing, reduce wait times, and enhance overall customer satisfaction

Prepares drivers packets for the next day. Administers driver sign-in and sign-out procedures.

Communicates respectfully with Paratransit Operators and customers regarding any schedule adjustments.

Uses a variety of communication systems and other automated tools to monitor paratransit operations, coordinate vehicles, and adjust schedules to optimize service delivery.

Uses judgment to resolve unusual situations or situations that occur in the field such as broken equipment, errors in pick-up or drop off locations.

Attempts to assess emergency/urgent situations and work with First responders,

Operations supervisors in Fixed Route and ParaCruz and customers to resolve issues in a timely manner.

Assist drivers by providing accurate directions, route information, and guidance on Paratransit policies and procedures to ensure safe and efficient service delivery

Develops and maintains effective working relationships with other staff, representatives of the community, customers, and the public.

Communicates effectively and respectfully with people from different racial, ethnic, cultural groups, physical and intellectual abilities, lifestyle choices and ages.

Will be required to provide information on ParaCruzservices and policies.

Receives and records customer feedback (suggestions, complaints or compliments) using METROs platform

Operates computer and software applications designed for ParaTransit scheduling or other agency requirements and needs. Adhere to METRO and departmental policies and procedures.

Provide training and support to staff as needed on scheduling procedures, Paratransit dispatch software, and daily operational tasks

Clerical data entry duties as assigned. Uses a variety of office equipment.

Other related duties as assigned

MINIMUM QUALIFICATIONS:

• Ability to interact with customers and staff in a professional manner.
• Oral and written communication skills sufficient to complete paperwork and effectively communicate with the majority of customers and co-workers.
• Working knowledge of major computer software (e.g. Microsoft office) systems.
• Ability to work calmly and in emergency/crisis situations.
• Fluency in Spanish is preferred.
• Strong attention to detail and organizational habits
• Ability to multitask and remain calm under pressure
• Ability to adapt to scheduling platform
• Willingness and ability to work unusual hours including nights, weekends, and holidays.

PHYSICAL DEMANDS

While performing the duties of this job the employee is frequently required to sit, talk or hear, both in person and by telephone, use hands to finger, handle or feel objects or controls, reach with hands and arms. The employee is regularly required to stand, walk and twist the neck. Occasional overhead reaching and lifting up to 30 pounds is required. Visual abilities required include close vision, distance vision, and the ability to adjust focus.

SPECIAL REQUIREMENTS:

Employment is contingent upon successfully passing a criminal background check. Reliable Attendance and Punctuality

This position is considered Safety Sensitive position and is subject to Drug and

Alcohol testing as required by FTA (49 CFR Parts 40 and 655) and must qualify to be safety sensitive under DOT Regulations throughout employment