Dispatcher

Crawford Area Transportation AuthorityMarienville, PA
Onsite

About The Position

The Reservationist will assist with the day-to-day schedules and reservations for all fixed route and paratransit trips to ensure accuracy, passenger satisfaction, and driver efficiency. This is a safety sensitive function for the Authority subject to DOT drug testing requirements.

Requirements

  • Must not appear on Preclusion Lists as defined by “Pennsylvania’s Medical Assistance Bulletin 99-11-05 Provider Screening of Employees and Contractors for Exclusion from Participating in Federal Healthcare Programs.
  • Capable of using a computer and the internet.
  • Proficient with Microsoft Office products.
  • High school diploma or equivalent.
  • Ability to communicate (verbally and written form) professionally and interact with individuals at all levels of the organization and with external contacts (including the general public).
  • Ability to function independently with minimal supervision.
  • Ability to perform multiple tasks and manage multiple responsibilities concurrently.
  • Approach position objectives with integrity and respect.
  • Excellent oral and written communication skills.
  • Must demonstrate ability to complete job duties in a timely manner, with reasonable accuracy and minimal re-work to correct errors.
  • Possess solid organization skills.
  • Must be able to lift and carry objects with maximum weight of twenty-five pounds.
  • Must be able to complete work requiring concentrated mental effort and attention to detail (including mathematical calculations, use of common and specialized word- and data- processing software programs) with minimal re-work or errors.
  • Ability to apply understanding and problem-solving skills to carry out detailed written and/or oral instructions.
  • Ability to deal with problems in a constantly changing environment.

Nice To Haves

  • Transit industry experience preferred.

Responsibilities

  • Promptly answer telephone calls on a multi-line phone system - handing all calls with a courteous and professional manner regarding: Complaints (to be filed correctly and sent to appropriate party), Fixed Route stops, times, and whereabouts of buses in real time, General information of the agency, Shared Ride/Paratransit funding, booking trips, returns, and areas of travel.
  • Maintain continuous contact with drivers via two-way radio and/or cell phone or tablet to arrange for return trips, ensure smooth operations of all systems, and for safety and emergency purposes.
  • Process fixed route ridership information and enter into Fixed Route software as needed.
  • Accurately enter and use information in the Shared Ride/Paratransit software system including but not limited to: Assign a sponsor or funding source for each trip, Confirm trip schedule with client/public passenger, Dispatch all trips so that all original pick-ups and return trips can be made in a timely fashion.
  • Handle returns.
  • Ensure applications submitted for various programs are complete and accurate.
  • All clients (non-fare paying) have been authorized for service by their sponsoring agency prior to any trip scheduling.
  • As appropriate, refer clients to OEO, AAA, and/or MH/MR for service authorization.
  • All partial fare-paying passengers have appropriate eligibility documentation on file with OEO prior to trip scheduling (this would apply to all PwD and 65+ public passengers).
  • Enter new client data into the Shared Ride/Paratransit software.
  • Inform passengers of the fare amount they will be required to pay for each one-way trip.
  • Take responsibility for paratransit scheduling and dispatching including establishing run availability in accordance with driver availability.
  • Troubleshoot errors on trips and clusters.
  • Verify customer information while passenger is on the phone.
  • Work closely with Senior Center Managers and authorized County Agents to schedule trips with approved funding for individuals or groups.
  • Create schedules to be posted in a timely manner with driver contact before end of shift.
  • Must be able to accurately record hours of work in time reporting systems.
  • Immediately informs Operations Manager of any safety/emergency situations reported by drivers.
  • Understand and comply with Authority Employee Handbook and Standard Operating policies and procedures.
  • Follow company protocol and procedures during shift without direct supervision.
  • Acts as first contact with general public for all walk-in traffic.
  • Assist customers with bus pass sales; provide information to walk-in customers as well as those that phone.
  • Assist with preparation for special events and activities as needed.
  • Attend meetings, trainings, and seminars as required.
  • Be able to act appropriately when faced with an emergency situation by the utilization of common sense coupled with following Authority protocol and procedures.
  • Collect and organize fuel slips.
  • Effectively communicate with drivers and other authority personnel in a courteous and professional manner.
  • Flexibility with regard to changing job priorities.
  • Maintain breakroom supplies, ensures supplies are in stock.
  • Performs other duties as assigned to support the needs of the Authority.
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