Dispatcher – Paratransit - BRTA

Keolis America•Pittsfield, MA

1d•Onsite

About The Position

The Dispatcher – Paratransit role is responsible for assigning and coordinating trips to operators based on schedules, availability, and service priorities. This position involves monitoring vehicle locations and route adherence using automated dispatching software, adjusting schedules in real time to accommodate changes, and maintaining constant communication with operators. The dispatcher will also respond to customer inquiries, schedule client trips, and perform other assigned duties. A key aspect of this role is ensuring a high standard of service for passengers with diverse mobility and accessibility needs, addressing service disruptions professionally, and identifying and resolving service issues. Additionally, the dispatcher will maintain accurate records, input data into scheduling software, generate reports, and ensure compliance with company policies, safety procedures, and regulatory requirements. The role also includes booking trips, answering calls within call center KPI standards, and potentially handling emergency situations.

Requirements

High School Diploma or equivalent
At least 2 years’ radio and/or window dispatch experience in a fast-paced environment
Computer literate to include MS Office
Ability to read, write and speak English

Nice To Haves

Scheduling experience desired
Transit environment experience preferred
Knowledge of transit routing/ scheduling systems

Responsibilities

Assign and coordinate trips to operators based on schedules, availability, and service priorities
Monitor vehicle locations and route adherence using automated dispatching software
Adjust schedules in real time to accommodate delays, cancellations, or emergent trip needs
Maintain constant communication with operators via radio, phone, or digital systems
Provide clear instructions, route updates, and support to field staff
Respond to customer inquiries regarding trip status, delays, or service issues
Schedules client trips and reviews, organizes and maintain trips
Ensure a high standard of service for passengers with diverse mobility and accessibility needs
Address service disruptions and passenger concerns with professionalism and empathy
Identify and resolve service issues such as delays, no-shows, equipment failures, or emergencies
Dispatch backup vehicles or reassign trips when necessary
Document incidents accurately and escalate issues per protocol
Maintain accurate trip logs, driver records, and service data
Input and update information in scheduling and dispatch software
Generate reports on service performance, on-time metrics, and operational trends
Ensure adherence to company policies, safety procedures, and regulatory requirements
Monitor driver compliance with routes, schedules, and passenger assistance standards
Support emergency response procedures when needed
Books trips utilizing call booking script
Answers calls within call center KPI standards (i.e. hold times, call length, abandoned calls)