Paratransit Dispatcher

Bi-State Development Agency of the Missouri-Illinois Metropolitan District•St. Louis, MO

About The Position

This position is responsible for ensuring the safe and efficient transportation of all customers using the Metro Call-A-Ride service. The primary responsibility of this position is to assist Operators and Customers on “day of service” by maintaining on time performance through the use of sophisticated computer software, radio dispatching, schedule, and MDC monitoring. This position responds to emergent needs and works with “outside of our Department” entities in case of emergencies, incidents, and accidents that may occur. This positon is responsible for assigning Operators, Vehicles and equipment to routes as needed. The position is responsible for understanding all aspects of the “Reservation Clerk” position and being able to perform those duties when necessary. Required to work varying shifts as assigned.

Requirements

Extensive knowledge of street geography and metropolitan St. Louis, as well as St. Louis County.
Knowledge of automated reservation and scheduling systems, map book usage, and use of metro multi-modal transportation systems.
Knowledge of personal computers and the Microsoft office suite of software.
Touch typing at least 20 words per minute.
Complete understanding of the FTA requirements for Complementary Paratransit Service.
Complete understanding of additional providers and services offered by Metro.
Knowledge of emergency service jurisdictions.
Knowledge of radio dispatching and Federal Communication Commission regulations.
Ability to recognize service zones and apply Metro fare structure, as well as, policies and procedures.
Ability to maintain an effective working relationship with Paratransit Operators and the general public, as well as, various service agencies, caseworkers, and outside providers.
Ability to communicate effectively, both orally and in writing.
Ability to work under stressful conditions while answering a high volume of incoming telephone and/or radio calls.
Ability to work rotating shifts and off hours.
Ability to analyze, and problem-solve for customers and Operators, to maintain safe and efficient operations and on-time performance.
Ability to maintain confidentiality of sensitive customer and driver information.
High school diploma or Equivalent required
Three (3) to five (5) years minimum
Customer Service and/or Call Center or Dispatching preferred

Nice To Haves

College degree preferred
Transportation, Business, Communications

Responsibilities

Maintain on-time performance through two-way radio dispatching and specialized computer software in conjunction with a staff of over 200 Van Operators.
Ensure successful performance through the assignment of vehicles and Operators to cover service needs in collaboration and interaction with management personnel and staff including Call-A-Ride Maintenance.
Report and assist with all non-routine incidents, accidents and passenger-related issues as required.
Assist customers in a polite and professional manner with service requests, reservations, cancellations, complaints and various trip-related issues.
Establish efficient routing and scheduling for customers using telephone and specialized computer software.
Comply with transportation contractual agreements for Medicaid and other Providers of service the Agency may engage with including partnered Transit Agencies.
Prepare precise and complete reports concerning union personnel, customers, incidents, accidents, and any other event that requires documentation.
Enhance and refine schedules for customers and drivers to ensure the most efficient routing and use of the service, allowing for increased service and productivity.
Additional duties as required.
Must be able to work varying shifts including weekend work.

Benefits

Join a company committed to making a positive impact in the community
Receive a competitive salary
Enjoy comprehensive medical, prescription, dental, and vision coverage starting on your first day
Earn 4 weeks of paid time off (PTO) each year
Take advantage of 10 paid holidays annually — plus a floating holiday to celebrate your birthday
Contribute to our company-sponsored 401(k) retirement plan
Access supplemental benefits through Unum, including off-the-job accident, critical illness, whole life, and hospital indemnity insurance
Participate in our wellness program, which includes free health screenings
Use our Employee Assistance Program (EAP) for confidential support and resources
Bi-State Development is an eligible employer for the Public Service Loan Forgiveness (PSLF) program
Get exclusive gym discounts at Club Fitness, The Edge Fitness Clubs, and OneLife Fitness at Ballpark Village
Work out anytime at one of our nine onsite gyms, available 24/7
Enjoy free MetroLink and MetroBus access
Save with discounted cell phone plans
Let us support your well-being and professional growth while making a difference!