Dispatcher - Microtransit CONNECT - MVTA

Keolis Canada•Burnsville, MN

About The Position

The Dispatcher supports Microtransit CONNECT service for MVTA by coordinating operators, vehicles, equipment, trips, and service information. The role monitors operators and trip status, makes adjustments to support on-time performance, communicates with operators and passengers, responds to disruptions and emergencies, and records daily service activity. Dispatchers may operate revenue service and assist passengers as business needs require. The Dispatcher inspects drivers before service, verifies required credentials, assigns work and equipment, maintains dispatch records and logs, communicates service disruptions to designated Keolis and ECCTA staff, and posts route updates through digital channels, including the Tri Delta Transit website. The position requires successful completion of designated training and the ability to use dispatch technology and systems after training. This safety-sensitive position is contingent on passing a pre-employment drug screen and physical examination, as well as completing a background check. Applicants must be authorized to work in the United States; visa sponsorship is not offered. Keolis states its commitment to safety, environmental protection, equal employment opportunity, reasonable accommodations, and employee development.

Requirements

At least 2 years of radio and/or window dispatch experience in a fast-paced environment.
Valid Minnesota Class A or B CDL with air brake and passenger endorsements.
Current Verification of Transit Training (VTT) certificate before entering revenue service.
Intermediate knowledge and experience with Microsoft Office Suite.
Excellent organization, multitasking, written communication, and oral communication skills.
Good judgment, reasoning, and decision-making skills, including in routine and emergency situations.
Strong analytical and reporting skills.
Ability to handle stress, including emergency situations.
Successful completion of Customer Service Training.
Ability to provide exceptional customer service to internal staff and external customers.
Ability to accurately use role-required technology after training.
Successful completion of Keolis’ formal driver training program.
Applicants must be authorized to work in the United States; Keolis does not sponsor visas.
Passing a pre-employment drug screen and physical examination, and completion of a background check, are conditions of employment for this safety-sensitive position.

Nice To Haves

Transit environment experience.
Knowledge of transportation dispatching software.

Responsibilities

Visually inspect drivers to confirm proper uniform, professional appearance, and readiness for service.
Verify drivers have required credentials and documentation, including a CDL with passenger endorsement and a medical certificate.
Use computer systems and manage multiple complex tasks simultaneously.
Complete Keolis’ formal driver training program and demonstrate proficiency with ECCTA-provided tools and systems after required training.
Notify designated Keolis and ECCTA staff by email about unusual occurrences causing significant service delays of 15 minutes or more.
Post route information, including significant service disruptions, unplanned detours, and stop closures, across digital channels including the Tri Delta Transit website.
Respond to planned and unplanned detours and make necessary adjustments.
Disseminate detour information to operators, including affected routes and directions, turn-by-turn instructions, stop closures or missed stops, temporary boarding and alighting provisions, and expected duration.
Accurately record operator work assignments, time worked, and call-offs in dispatch software.
Assign work, vehicles, and onboard equipment to operators and maintain check-out logs.
Reassign operators when absences, increased service volumes, traffic, vehicle malfunctions, operator issues, or emergencies threaten service continuity.
Maintain communication with operators and provide customer information, cancellation details, and directional assistance as needed.
Monitor operators and trip status and adjust or reassign service as needed to support on-time performance.
Assist operators during emergencies or vehicle malfunctions and communicate with operations and safety staff as appropriate.
Reschedule trips as needed due to vehicle malfunction, traffic, or emergencies.
Reconcile trip manifests by operators when required.
Assist passengers with using the service and respond to inquiries about individual trip status.
Accurately document daily service events and maintain exceptions and incidents logs.
Collect and catalog lost-and-found articles and attempt to contact passengers when possible.
Maintain a safe work area and focus on safety to reduce injury risks.
Establish and monitor on-time performance.
Assist drivers with informational materials as needed.
Operate revenue service and assist passengers based on business need.
Report drivers who fail to meet assigned duties to supervisors and duty managers.
Perform other duties as assigned.