Dispatcher - Microtransit CONNECT - MVTA

Keolis America•Burnsville, MN

About The Position

The Dispatcher supports Microtransit CONNECT service for MVTA. The role coordinates operators, vehicles, onboard equipment, trips, and service information to maintain safe and reliable operations. Dispatchers monitor operator and trip status, respond to service disruptions, detours, vehicle problems, absences, and emergencies, and communicate relevant information to operators, passengers, and designated staff. The position may also operate revenue service and assist passengers based on business needs. Dispatchers inspect drivers’ appearance and credentials before service, record assignments and time worked, maintain logs and service records, and use dispatch software and ECCTA-provided tools to manage service information. They are expected to complete required training and demonstrate proficiency with the systems and tools used in the role. The work may involve prolonged periods of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces. Potential exposures include extreme heat and cold, loud noises, fumes, and airborne particles. Reasonable accommodations may be requested. Safety-sensitive employment is contingent on passing a pre-employment drug screen and physical examination, as well as a background check. Applicants must be authorized to work in the United States; visa sponsorship is not provided.

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.
Excellent organization, multitasking, written communication, and oral communication skills.
Good judgment, reasoning, and decision-making skills in emergency and routine 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 the technology required for the role after training.
Proficiency with computers and ability to manage multiple complex tasks simultaneously.
Successful completion of Keolis’ formal driver training program.

Nice To Haves

Experience in a transit environment.
Knowledge of transportation dispatching software.
Intermediate knowledge and experience with Microsoft Office Suite.

Responsibilities

Visually inspect drivers to verify proper uniform, professional appearance, and readiness for service.
Verify drivers have required credentials and documentation, including a CDL with passenger endorsement and medical certificate.
Assign work, vehicles, and onboard equipment to operators, and maintain checkout logs.
Record operators’ work assignments, time worked, and call-offs accurately in dispatch software.
Assign operators to cover absences or increased service volumes to minimize service disruptions.
Maintain communication with operators and provide customer information, cancellation updates, and directional assistance as needed.
Monitor operators and trip status, adjusting assignments as necessary to support on-time performance.
Assist operators during emergencies and vehicle malfunctions, coordinating with operations and safety staff when appropriate.
Reschedule trips as needed because of vehicle malfunctions, traffic, or emergency situations.
Respond to planned and unplanned detours, make necessary service adjustments, and disseminate detour details to operators.
Post information about significant service disruptions, unplanned detours, and stop closures across digital channels, including the Tri Delta Transit website.
Promptly email designated Keolis and ECCTA staff about unusual occurrences resulting in service delays of 15 minutes or more.
Reconcile operator trip manifests when required.
Assist passengers with using the service and inquiries about individual trip status.
Document daily service events accurately and maintain exceptions and incidents logs.
Collect and catalog lost-and-found items and attempt to contact the appropriate passengers when possible.
Maintain a safe work area and focus on preventing injury to oneself and other employees.
Establish and monitor on-time performance.
Assist drivers with informational materials as needed.
Operate revenue service and assist passengers based on business needs.
Report drivers who fail to meet assigned duties to supervisors and duty managers.
Perform other duties as assigned.