Dispatcher/Monitor-SEPTA ACCESS (4004)

Septa • Philadelphia, PA

1d • Onsite

About The Position

The Southeastern Pennsylvania Transportation Authority (SEPTA) is the sixth-largest transportation system in the U.S., connecting communities across a 2,200-square-mile service region. SEPTA is at the forefront of innovation in the transit industry, ensuring reliable and efficient services while driving economic growth in the Philadelphia region. SEPTA has been recognized as a 2023 FORBES Best in State Employer and Philadelphia Employer of Choice for 2024. This position involves monitoring, controlling, and reporting on the daily operation of paratransit service in the City of Philadelphia and four Suburban Counties, ensuring that service operates safely, efficiently, on-time, and with the highest quality to provide the best customer service experience to CCT customers on a 24/7 basis.

Requirements

• High School Diploma or equivalent.
• Minimum of three (3) years transportation experience which includes Customer Service and/or two-way radio communication.
• Good written and verbal communication skills.
• Well-developed problem solving skills.
• Demonstrated ability to meet work productivity levels established by the department, utilizing existing technologies, systems and procedures.
• In-depth knowledge of City of Philadelphia’s streets and traffic patterns, and major landmarks in Bucks, Chester, Delaware and Montgomery Counties.
• Familiarity with mapping software to assist operators reach the location of the customer.
• Computer proficiency with Microsoft Windows Suite, which includes Word (must pass Word Basic testing prior to interview).
• Ability to work independently and as team member with minimal Supervision 100% of the time.
• Previous work experience which shows a high level of reading/comprehension, spelling and writing/logical sentence completion and report writing.
• Experience working in a fast paced environment, either as part of a team or alone in a job requiring the ability to organize, prioritize and schedule assignments to meet daily deadlines.
• Skilled at quickly synthesizing information from multiple systems and making decisions that consistently meet Departmental goals (some familiarity and evidence of use is a minimum requirement).
• Keen sense of commitment to SEPTA’s customer service protocol.
• SAM employees are eligible to apply for open positions (transfer/promotion) after six (6) months from the date of assignment for their current position.
• A review of the previous one (1) year performance appraisal (to ensure minimum standard of “Meets Expectations” for overall rating) will be conducted.
• A review of Discipline record, to ensure no discipline actions occurred during previous 1 year of employment will also be conducted.

Nice To Haves

• Full command of skills related to quickly synthesizing information from multiple systems and making decisions that consistently meet Departmental goals.

Responsibilities

• Monitors and controls the movement of all revenue paratransit vehicles and/or support vehicles in the City and Suburbs using a Computer Aided Radio Dispatch (CARD) System and system tools such as Automatic Vehicle Locator (AVL), Global Positioning System (GPS), Mobile Android Tablet (MAT), Mobile Data Computers (MDC), RouteMatch Standard Dispatch Module, and Orbcad Incident Queue and Performance Queue, which in conjunction with the current Demand Response Transportation Software (DRTS) permits dispatchers to optimize the operation of service, to troubleshoot day of service issues while operating an efficient schedule and addressing unexpected contingencies with an eye at minimizing disruption.
• Controls on-time performance while preserving a high quality standard of service delivery.
• Manages, monitors and controls all on-going communication during normal and emergency operations including directing field personnel to troubleshoot service and operating issues such as delays, accidents and incidents as well as proper follow-up with SEPTA management, internal/external Emergency Response Agencies, customers, facility personnel and contract 3rd Party Transportation Contractors personnel (Safety Supervisors, Operations staff, Operators, etc.) utilizing radios, MDC’s, MAT’s, telephones, electronic data processing equipment and other systems as required.
• Adjusts and coordinates modifications to schedules in response to service disruptions including weather emergencies, detours, in- service vehicle failures, incidents involving customers/operators, operator shortages, vehicle accidents and emergency situations caused by software and/or hardware failures.
• Handles and documents in multiple data processing media all customer inquiries regarding “where is my ride”, trip cancellations via an Automated Call Distribution (ACD) system and calls from service sponsors and agency personnel regarding details of their clients’ service via CCT internal phone lines.
• Coordinates with other CCT departments (Scheduling, Reservations, Customer Service, and Field Service) and other SEPTA departments outside CCT to ensure paratransit service is coordinated with SEPTA fixed route during normal and emergency conditions as well as special events and to maximize use of passenger and vehicle data collected by other Departments in efforts to improve CCT service quality.

Benefits

• Comprehensive Healthcare Coverage – Medical, prescription, dental, and vision plans with little to no employee premiums.
• Retirement Security – Participate in a Defined Benefit Pension Plan and a 457B Deferred Compensation Plan to build your financial future.
• Work-Life Balance – Enjoy paid parental leave, generous vacation time, and paid holidays to recharge and spend time with loved ones.
• Employee Wellness – Access wellness programs and resources to support your physical, mental, and emotional well-being.
• Invest in Your Growth – We offer tuition reimbursement to support your education and career advancement.
• Student Loan Assistance – Our positions qualify for the Public Service Loan Forgiveness (PSLF) program, helping you manage and reduce student debt.
• Free Travel Perks – Receive a FREE SEPTA Transportation Pass, giving you unlimited access to all SEPTA services!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees