Dispatcher

City of Charlotte•Charlotte, NC

39d•Onsite

About The Position

The Rail Dispatcher supports the real-time coordination of rail transportation service by communicating operating instructions, tracking service conditions, and maintaining accurate dispatch records in accordance with established procedures. Reporting to the Assistant Manager of Rail Dispatch, this role helps ensure that rail service is supported through timely communication, accurate information handling, and consistent execution of dispatch responsibilities during both routine operations and service disruptions. This position is responsible for managing assigned dispatch duties within established service, communication, and escalation protocols. The Rail Dispatcher works closely with operators, field supervisors, and other transportation personnel to communicate service-related instructions, monitor operating conditions, document delays and events, and support response to abnormal situations. The role requires attention to detail, clear communication, and the ability to remain organized and effective in a fast-paced, safety-sensitive operating environment. The Rail Dispatcher also supports implementation of service bulletins, operational notices, and dispatch procedures and helps maintain continuity of information across the transportation function. This role is a frontline position within the dispatch pathway and contributes directly to the safe, reliable, and coordinated execution of daily rail service. This position is currently employed by CATS, a department of the City of Charlotte. With the passage of the PAVE Act and last year’s sales tax referendum, CATS is preparing to transition from a City department to the newly created Metropolitan Public Transit Authority (MPTA). The MPTA was established to strengthen regional transit governance, improve accountability, and support long‑term investment in mobility. It’s an important and exciting step forward for transit in our region. Employees hired into this role will remain City employees through December 31, 2026, and will transition to MPTA employment on January 1, 2027. Benefits and compensation will follow City provisions through 2026 and shift to MPTA provisions in 2027, with clear information shared in advance. Your core duties, reporting structure, and daily responsibilities will remain consistent, with no break in service. If anything delays the transition, your City employment, including compensation and benefits, will remain in place until the move to the MPTA occurs. The creation of the MPTA positions us for a more modern, sustainable, and efficient transit system, one that can better support the Charlotte region for decades to come. We’re excited about what’s ahead and appreciate your interest in being part of it.

Requirements

High school diploma or GED.
Two (2) years of experience in rail operations, transportation operations, dispatch support, communications support, or another closely related real-time operating environment.
Experience using radios, phones, logs, or other communication and documentation tools in a time-sensitive setting.
Ability to learn and apply dispatch procedures, communication protocols, and other job-related operational requirements.
Ability to work varying shifts, nights, weekends, holidays, overtime, and emergencies as operational needs require.

Nice To Haves

Experience in a rail transit, rail dispatch, or transportation operations environment.
Experience supporting service communications or dispatch-related activities in a 24/7 operation.
Familiarity with customer-facing service communication or operational status reporting.

Responsibilities

Perform assigned dispatch duties in support of safe, reliable, and coordinated rail transportation service.
Manage service communications and dispatch activity within assigned responsibilities, territories, or operating areas in accordance with schedules, service priorities, and established procedures.
Support daily transportation operations by relaying service instructions, updates, and operating information to the appropriate personnel.
Monitor assigned operating conditions and help maintain continuity of dispatch support throughout the shift.
Carry out dispatch responsibilities in a timely, accurate, and professional manner.
Communicate clearly and accurately with rail operators, field supervisors, and other operational personnel using established communication protocols.
Issue routine operating instructions, service updates, and other dispatch communications as directed or required by procedure.
Confirm read-backs, acknowledgments, or other required communication elements to help ensure shared understanding.
Support clear information flow during both normal operations and service disruptions.
Escalate significant issues, unclear conditions, or communication concerns to the Lead Rail Dispatcher or Assistant Manager as appropriate.
Maintain accurate, timely, and complete records of delays, events, service impacts, and other dispatch-related activity.
Enter required information into logs, forms, status records, and other documentation tools used by the dispatch function.
Record dispatch activity and related communications in accordance with agency procedures and documentation standards.
Help ensure shift records are organized, current, and useful for follow-up, turnover, and management review.
Support accurate handoff of information between shifts.
Follow established checklists, procedures, and escalation protocols during delays, incidents, abnormal operations, and other service-impacting events.
Support dispatch coordination during disruptions by carrying out assigned response activities and communicating changes as directed.
Help ensure dispatch actions remain aligned with established procedures, communication standards, and operational expectations.
Implement bulletins, notices, and other temporary or standing operational instructions as directed.
Maintain awareness of procedural updates and current operating guidance affecting dispatch responsibilities.
Work cooperatively with Lead Rail Dispatchers, supervisors, operators, field personnel, and other members of the transportation team.
Maintain professionalism, attentiveness, and composure in a fast-paced operational setting.
Participate in required training, briefings, onboarding activities, drills, and other job-readiness efforts.
Seek clarification when needed and use feedback to strengthen performance and consistency.
Perform other related duties as assigned.