Dispatcher

SPOKANE NEIGHBORHOOD ACTION PARTNERS•Spokane, WA

172d•$20 - $31•Onsite

About The Position

SNAP is seeking a Dispatcher to join our Resource Rides team — a role where your work directly connects community members with safe, reliable transportation. As a Dispatcher, you’ll be the hub of our operation — assigning trips to drivers, keeping schedules on track, and ensuring every passenger experiences outstanding customer service. You’ll also support volunteers and leadership by maintaining accurate onboarding documentation, guiding drivers, and processing mileage reimbursements. This role is perfect for someone who enjoys multitasking, problem-solving, and making a difference in people’s daily lives. The Dispatcher is responsible for communicating and assigning trips to drivers and providing logistical assistance as needed to ensure each trip is completed timely, efficiently and with the highest degree of customer service. This position provides support to leadership and incoming volunteers, such as maintaining the volunteer onboarding documentation and providing guidance for the mileage reimbursement form.

Requirements

Strong communication and organizational skills.
Comfort with multitasking in a fast-paced environment.
Ability to use (or learn quickly) dispatch and scheduling software.
A customer-first mindset with a commitment to equity and respect.
Team-oriented attitude and a willingness to support drivers, clients, and volunteers alike.
HS/GED and at least three years of experience in dispatch, fleet management, scheduling or related field.
Ability to schedule multiple resources, drivers and clients
Ability to use multi-line phone system.
Good planning, organization and critical thinking skills, including ability to prioritize and communicate questions and concerns
Ability to empathize with and advocate for low-income households, and to maintain confidentiality with personal information
Must possess strong professional boundaries
Must have professional phone and verbal communication skills
Must have a strong sense of safety and adhere to safety protocols
Strong communication, interpersonal and customer service skills with a diverse population
Computer proficiency with MS Office required, with aptitude and ability to learn related technical skills
Ability to follow directions and work effectively in an open, fast-paced, high-stress setting with frequent interruptions
Ability to work independently, using initiative and ethical judgment to resolve problems and ensure workflow is appropriately addressed in a timely manner

Nice To Haves

Strong preference bi-lingual speaker.
Some combination of education and experience totaling four years including dispatch, fleet management, scheduling or related field.

Responsibilities

Communicate daily with drivers to assign trips and keep rides on schedule.
Use dispatch software to book trips, update routes, and provide logistical support.
Maintain the daily ride tracker, phone log, and trip queue.
Provide excellent customer service by assisting passengers, drivers, and partner agencies.
Guide volunteers through onboarding and mileage reimbursement processes.
Collect, process, and ensure accuracy of volunteer mileage forms.
Report vehicle repair needs and keep leadership informed.
Respond to client inquiries, provide program information, and connect clients to SNAP resources.
Maintains regular communication with drivers to ensure trips are completed professionally and on time. This includes booking trips, providing estimated departure and arrival times, relaying schedule changes or special needs requirements, answering basic program information questions, and coordinating with medical providers or passengers as needed.
Checks queues, voicemail and email to assign trips to drivers ensuring realistic travel times.
Becomes an expert at using all dispatch software used by SNAP and partner agencies to book trips.
Provides assistance to drivers such as moving trips, contacting medical providers or passengers or agencies for clarification or more information regarding trip.
Orients volunteers on accurate completion of monthly mileage reimbursement documents and procedure for ride assignments from the dispatcher.
Collaborates with partner agencies by receiving and processing volunteer mileage reimbursement documents, and maintaining clear, timely communication to ensure accurate documentation and support.
Answer questions on the phone or in person, responding to client needs by providing information, including conservation education as well as directing clients to additional resources or making appointments for SNAP programs when appropriate.
Attends regular staff meetings, training courses and other meetings as requested.
Promotes a positive, respectful and productive working environment with coworkers and volunteers, while protecting client confidentiality and dignity.
Within the stated context of the stated principal job duties, serves as an ambassador of SNAP’s mission and values.
Completes assigned projects; performs related duties as needed or as situation dictates; and looks for opportunities to improve efficiency during downtime.
Provides excellent customer service at all times as well as helping to grow the customer service culture within the agency.
Demonstrates knowledge of community resources that align with the specific needs of clients and their families.