Access Dispatcher

Regional Transit Service•Rochester, NY

About The Position

The Access Dispatcher coordinates Bus Operators and paratransit vehicles, monitors safe and efficient service, assists customers with ride scheduling and cancellations, and maintains operational records. The current available shift is Friday through Monday, 2:00 PM–12:00 AM (midnight). RTS Access operates seven days a week, from 4:00 AM to 1:00 AM, and schedules may vary by bid pick. Employees must be available to work holidays; holiday schedules are determined by seniority. An option to work five 8-hour shifts per week may be discussed during the interview.

Requirements

High school diploma or GED.
At least three years of experience in a dispatcher role.
An equivalent combination of education and experience sufficient to perform the essential duties.
Ability to follow established procedures, exercise sound judgment, and escalate unusual situations appropriately.
Ability to work independently within defined objectives and policies, with periodic supervisory review.
Strong computer skills, including MS Windows, Outlook, and Word.
Ability to operate two-way radios and standard office equipment.
Excellent customer service and professional verbal and written communication skills.
Strong organization, attention to detail, and follow-through.
Flexibility and ability to adapt quickly to change, remain focused under pressure, and manage stressful situations.
Ability to work independently and collaboratively with a team.
Must be available to work holidays.
For this safety-sensitive position, applicants must successfully complete a pre-employment drug test and receive a verified negative test result before performing safety-sensitive functions. Employees are subject to additional drug and alcohol testing as required by applicable regulations.

Nice To Haves

Experience with Trapeze, OrbCAD, and Orb-Star.
Intermediate Microsoft Excel skills.

Responsibilities

Use dispatch software to assign operators and vehicles; monitor trips; adjust same-day schedules; and manage on-time departures, late trips, no-shows, vehicle locations, and service closures in accordance with the collective bargaining agreement.
Support Bus Operators with vehicle availability, change-offs, breakdowns, accidents, incidents, and call-offs, and ensure required incident reporting is completed.
Communicate road obstructions and weather concerns to coordinate safe vehicle movements.
Prepare run rosters and operator manifests; assign, merge, or close scheduled work in accordance with the collective bargaining agreement.
Maintain positive communication with Bus Operators through messaging and radio or voice communications.
Coordinate with RTS Radio Control, Road Supervisors, Maintenance, and other RTS personnel.
Complete daily administrative tasks, including operator clipboards, collection bags, passes, keys, and fare collection and accounting.
Provide professional customer service by scheduling or canceling rides, confirming ride times, explaining service, answering questions, and taking off-hours calls.
Monitor operator dress code, radio conduct, pre- and post-trip inspections, and performance; report concerns to the Manager of Access Operations.
Collect operator survey feedback and suggestions, respond to operators, and identify service improvements.
Assist administrative staff with general office duties and perform other duties as assigned.