Dispatcher - Tri Delta Transit

Keolis Canada•Antioch, CA

8h•Onsite

About The Position

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

Requirements

At least 2 years’ radio and/or window dispatch experience in a fast-paced environment
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.
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.

Nice To Haves

Transit environment experience preferred
Transportation Dispatching Software knowledge desired

Responsibilities

Conduct a visual inspection of drivers to ensure proper uniform, professional appearance, and preparedness 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.
Be proficient in computer use and capable of managing multiple complex tasks simultaneously.
Successfully complete Keolis’ formal driver training program.
Promptly notify designated Keolis and Eastern Contra Costa Transit Authority (ECCTA) staff via email of any unusual occurrences resulting in significant service delays (15+ minutes or more).
Demonstrate proficiency in managing and fully utilizing the tools and system provided by ECCTA following the completion of required training.
Post route information, such as significant service disruptions, unplanned detours, and stop closures, across various digital channels, including the Tri Delta Transit website.
Respond to and make necessary adjustments in response to both planned and unplanned detours.
Disseminate information on detours to the operators, including affected routes and trip directions, turn-by-turn detour instructions, bus stop closures or missed stops, temporary boarding and alighting provisions, and the expected duration of the event or project.
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 operator absences, increased service volumes to minimize service disruptions due to traffic, vehicle malfunctions, operator problems, and/or emergency situations.
Maintain communication with operators, providing information on customers, cancellations, and directional assistance where necessary.
Monitor operators and trip status, adjusting and reassigning as necessary to ensure on-time performance.
Provide assistance to operators in the event of emergency or vehicle malfunctions, communicating with operations and safety staff where appropriate.
Reschedule trips as necessary in the event of vehicle malfunction, traffic, or emergency situations.
Reconcile trip manifests by operators when required.
Provide assistance to passengers in using the service as well as when inquiring about individual trip status.
Document accurately and appropriately daily events related to service.
Collect any lost and found articles and catalog, attempting to contact appropriate passengers where possible.
Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.
Establish and monitor on-time performance.
Maintain “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.