Dispatcher – Paratransit - BRTA

Keolis Canada • Pittsfield, MA

2d • Onsite

About The Position

The Dispatcher – Paratransit role at BRTA is responsible for assigning and coordinating trips to operators, monitoring vehicle locations, and adjusting schedules in real-time to accommodate service needs. This position requires maintaining constant communication with operators, providing clear instructions, and responding to customer inquiries. The role also involves ensuring a high standard of service for passengers, resolving service issues, managing incidents, maintaining accurate data, and ensuring compliance with safety and regulatory requirements. Additionally, the dispatcher will book client trips and answer calls within established key performance indicator standards.

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
• Knowledge of transit routing/ scheduling systems
• High level of attention to detail
• Effective communication skills, both written and oral
• Excellent Customer Service skills
• Excellent organization and multi-tasking skills
• Demonstrated excellent written and oral communications and organizational skills
• Ability to handle stress, including emergency situations
• Good reasoning and decision making skills
• Ability to read, write and speak English
• Ability to work flexible schedules that may include nights, weekends, and holidays
• Applicants must be authorized to work in the United States

Nice To Haves

• Scheduling experience desired
• Transit environment experience preferred

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)
• Other duties as assigned

Benefits

• Competitive compensation and benefits
• Opportunities for development and growth throughout an exciting and rewarding career
• The safest work environment possible

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED