Transit Dispatcher (PT)

Job Overview

Position Summary

GENERAL SUMMARY: Under general supervision of the Transportation Services Operations Supervisor, the Transit Dispatcher/Scheduler will schedule and dispatch bus drivers, work crews, equipment, service vehicles or buses for conveyance of passengers or for normal installation, fixed route/minibus/contract services, or emergency repairs within the city limits of Dubuque; and perform other duties as assigned. Duties include using radio, telephone, or computer to transmit assignments, and compiling statistics and reports on work progress.

DISTINGUISHING FEATURES OF THIS CLASS: Work in this class involves responsibility for assisting the Transportation Services Operations Supervisor by directing and coordinating the scheduling and dispatching of public transit services. The employee in this class must exercise independent judgment in handling urgent scheduling and dispatching situations; as well as other requests for service. Assignments are received from the Transportation Services Operations Supervisor through oral and written instructions. Work is reviewed through reports, conferences and results achieved.

Job Duties

• Send and receive radio and telephone assignments.
• Dispatch drivers and buses.
• Complete fill-in driver scheduling.
• Track buses and drivers.
• Schedule operational activities.
• Operate communications equipment or systems; and a computer terminal.
• Modify and diagnose computer and equipment issues.
• Monitor radio talk groups.
• Relay information between transit employees.
• Respond to customer problems or complaints; and questions and service requests.
• Enter complaint information into the Customer Relationship Management System.
• Prepare employee work schedules and routes; service requests; and documentation for contracts, transactions or regulatory compliance.
• Maintain operational records.
• Assist in report and record preparation.
• Select resources needed to accomplish tasks.
• Perform clerical duties.
• Process eligibility applications.
• Provide route and schedule information to coworkers and customers; and assistance to the public.
• Coordinate operational activities.
• Distribute materials to employees or customers.
• Order materials, supplies, or equipment.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

• Transportation - Knowledge of principles and methods for moving people or goods by road, including the relative costs and benefits.
• Customer and Personal Service - Knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local operations for the protection of people, data, and property.
• Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
• Active Listening - Listening to others, not interrupting, and asking good questions.
• Time Management - Managing your time and the time of other people.
• Service Orientation - Looking for ways to help people.
• Speech Clarity - Speaking clearly.
• Deductive Reasoning - Using rules to solve problems.
• Selective Attention - Paying attention to something without being distracted.

Qualifications

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent
• 1 to 12 months in customer service, reception or dispatch.

PREFERRED QUALIFICATIONS:

• Additional years of customer service experience.
• Experience in the operation of transit communication scheduling equipment and software.
• Traffic, Customs, Transportation Clerk/Technician experience or education.

Supplemental Information

RESIDENCY REQUIREMENT: Employee shall establish their principal place of residence within fifty (50) miles of their place of employment as soon as practicable after appointment, but within two years of appointment.

SUPERVISORY STATUS: None

FLSA STATUS: Non-Exempt