Dispatcher - Tri Delta Transit

Keolis America•Antioch, CA

19h•Onsite

About The Position

Dispatchers provide direction and communications with all operators while monitoring system performance and making scheduling adjustments where necessary to maximize on-time performance, minimize customer wait times for on-call or will-call services, and minimize service disruptions due to vehicle/operator availability and/or emergency situations. These personnel will also be responsible for maintaining communications with all vehicles in service and for maintaining a daily dispatch log.

Requirements

At least 2 years’ radio and/or window dispatch experience in a fast-paced environment.
Transit environment experience preferred.
Must have a valid California Class A or B CDL with air brake and passenger endorsements.
Must have a current Verification of Transit Training (VTT) certificate prior to entering revenue service.
Transportation Dispatching Software knowledge desired.
Intermediate knowledge and experience of Microsoft Office Suite.
Excellent organization and multi-tasking skills.
Demonstrated excellent written and oral communications and organizational skills.
Good Judgement skills.
Reasoning skills and Decision making.
Uses good judgment in making decisions in emergency and routine situations.
Strong analytical and reporting skills.
Ability to handle stress, including emergency situations.
Successful completion of Customer Service Training.
Provide exceptional customer service to both internal staff and external customers.
Must have the ability to accurately use the technology required for the role after training has been provided.
Successful completion of Keolis’ formal driver training program.
Employment contingent upon passing pre-employment drug and alcohol screen.
Contingent upon receiving a favorable background check.
Must pass a physical examination.

Nice To Haves

Transportation Dispatching Software knowledge

Responsibilities

Conduct a visual inspection of drivers to ensure proper uniform, professional appearance, and readiness for service.
Verify that drivers possess all required credentials, including a Commercial Driver’s License (CDL) with passenger endorsement, medical certificate, and any other necessary documentation.
Promptly notify designated Keolis and Eastern Contra Costa Transit Authority (ECCTA) staff via email of any unusual occurrences that result in significant service delays (15+ minute or more).
Demonstrate proficiency in managing and fully utilizing the tools and system provided by ECCTA, including posting route information, service disruptions, unplanned detours, and stop closures across various digital channels.
Respond to and make necessary adjustments in response to planned and unplanned detours, disseminating information on detours to operators, including affected routes, turn-by-turn instructions, stop closures, and temporary boarding/alighting provisions.
Accurately record operators’ work assignments, time worked, and all call-offs in the dispatch software.
Assign work, vehicles, and onboard equipment to operators and maintain check-out logs.
Assign operators in the event of absences or increased service volumes to minimize service disruptions.
Maintain communication with operators, providing information on customers, cancellations, and directional assistance.
Monitor operators and trip status, adjusting and reassigning as necessary to ensure on-time performance.
Provide assistance to operators in the event of an emergency or vehicle malfunction, communicating with operations and safety staff.
Reschedule trips as necessary due to vehicle malfunction, traffic, or emergency situations.
Reconcile trip manifests by operators when required.
Provide assistance to passengers in using the service and inquiring about individual trip status.
Accurately and appropriately document daily events related to service.
Collect any lost and found articles, catalog them, and attempt to contact appropriate passengers.
Maintain a safe work area and a focus on safety.
Establish and monitor on-time performance.
Maintain an “exceptions” and “incidents” log.
Assist drivers with informational material as needed.
Operate revenue service and assist passengers based on business need.
Report to supervisors and duty managers any drivers failing to meet assigned duties.
Perform other duties as assigned.