Transit Dispatcher - 0826

City of Greenville•Greenville, SC

10d•Onsite

About The Position

Under regular direction and in compliance with standard operating procedures and policies, this role monitors and coordinates the movement of daily fixed route and paratransit operations to ensure service delivery. The position provides support and customer service for both fixed route and paratransit services, utilizing Greenlink resources to manage weekly and daily schedules. The Transit Dispatcher uses Automated Vehicle Location (AVL) and other technology to continuously monitor fleets and adjust as needed for smooth service delivery. Responsibilities include answering calls from paratransit customers and scheduling rides, ensuring frontline coverage, and filling uncovered work where needed. The role also involves reconciling end-of-day transactions, counting daily fares, performing clerical duties, and completing administrative projects related to service delivery. Additionally, the position may perform duties of a Greenlink Customer Service Representative and actively participates in reporting and tracking safety-related issues.

Requirements

High school diploma or equivalent.
Over one (1) year of experience in transit operations, dispatch, customer service, or a related field.
Valid South Carolina Class D Driver's License.
Knowledge of the geography and roadways of assigned routes within the entire Greenlink service area, and hours of service.
Knowledge of transit dispatch procedures.
Knowledge of proper public contact and telephone etiquette.
Knowledge of proper two-way radio communication.
Knowledge of Greenlink’s standard operating and emergency response procedures.
Knowledge of high level customer service and de-escalation techniques.
Knowledge of Mobile Data Terminal, AVL tracking system, paratransit scheduling, and fare collection systems.
Knowledge of computer operations sufficient to enter, retrieve, and interpret operational data.
Knowledge of basic Americans with Disabilities Act (ADA) requirements for fixed route and paratransit services.
Ability to communicate basic information to internal and external customers in a respectful and knowledgeable manner.
Ability to utilize a variety of communication and interpersonal skills to interact successfully with people at several levels inside and outside the organization.
Ability to perform job duties under stressful conditions, react appropriately using good judgment, and effectively prioritize simultaneous demands.
Ability to handle multiple tasks to receive and communicate information to and from several sources ensuring operational activities are dispatched and monitored in a timely manner.
Ability to schedule and coordinate complex vehicle and passenger arrangements including transfers, route deviations, vehicle swaps, and other logistical needs.
Ability to utilize ITS to track vehicles, ensure all routes are logged in correctly, monitor electric vehicle performance, fleet condition, and on-time performance.
Ability to identify and report safety issues as well as trouble-shoot basic technological and operational problems.
Ability to work a flexible schedule that includes nights, weekends, holidays, split shifts, and a reasonable amount of overtime.
Ability to function in a work environment with moderate noise level from several sources creating constant activity.
Ability to coordinate response activities during emergency events with internal staff and external public service agencies.
Ability to anticipate, identify, and correct operational or logistical deficiencies to ensure uninterrupted service for customers.
Ability to process ticket sales, accurately make change, process, and account for monies and receipts by making basic mathematical calculations.
Ability to write reports, prepare business letters, summarize meeting minutes, and compose emails in a clear and professional manner.
Ability to complete detailed reports of operational activities using various computer applications.
Ability to operate equipment to include dispatch equipment, radio/communications equipment, two-way radios, multi-line phone system, appropriate cell phone usage, and farebox.
Ability to drive a City/GTA vehicle.
Ability to operate general office equipment to include scanner, calculator, printer, copier, telephone, and computer with Microsoft Office Suite.
Ability to utilize specialized software and systems to include CAD, AVL tracking system, and paratransit scheduling system.

Nice To Haves

Experience using Computer-Aided Design (CAD) and AVL technology.

Responsibilities

Provide public transit dispatching for fixed route and paratransit services.
Act as a central location for all incoming communication related to service delivery and direct communication as needed to the appropriate Greenlink personnel.
Monitor two-way radio traffic from frontline staff and respond accordingly.
Respond to and effectively resolve all operator requests in a timely fashion.
Coordinate with supervisors to authorize and communicate route or service changes due to inclement weather, unsafe conditions, road constructions, accidents, and other unique situations.
Instruct drivers concerning directions and detours.
Contact and coordinate with law enforcement and emergency services when needed.
Continuously monitor the location, condition of, and state of charge for fleet vehicles utilizing AVL and other applicable Intelligent Transportation Systems (ITS).
Coordinate with maintenance when replacement vehicles or drivers are needed due to accidents, breakdowns, or other emergencies.
Coordinate the movement of fleet vehicles in the Operations & Maintenance Facility yard, as well as at the Greenlink Transit Center throughout the service day.
Monitor and record all missed trips, road calls, and other relevant service information.
Support management in the implementation and continuous improvement of Safety Management System (SMS) processes and activities.
Report operational problems and incidents to supervisor.
Make recommendations and propose solutions to operational problems.
Ensure all fixed route trips are logged into the correct run and trip in the AVL tracking system.
Monitor the AVL for communications from operators, alerts, and emergency alarms and respond accordingly.
Ensure weekly and daily work schedules are assigned to qualified frontline staff using shift templates created by management.
Ensure all work is scheduled in compliance with Greenlink’s scheduling policies, fatigue management programs, and applicable state and federal laws.
Monitor schedules throughout each service day to respond to any unexpected work schedule openings.
Take call outs from frontline staff and document absences appropriately.
Act in a timely fashion to fill any unexpectedly open work with qualified frontline staff.
Ensure all shifts are programmed into the appropriate scheduling system completely and accurately.
Notify all affected frontline staff of any changes to employee schedules.
Communicate any issues with scheduling to on-duty Transit Shift Supervisors.
Assign vehicles to routes according to Greenlink policies and effectively assign any vehicle or coordinate driver changes that occur throughout the service day.
Instruct any returning vehicles on where to park at the Operations & Maintenance Facility based on fleet maintenance and operational needs.
Take appointments and schedule rides for paratransit service clients.
Continuously monitor scheduling software for needed adjustments to operator, trip, or vehicle assignments.
Contact paratransit clients as needed to negotiate trips, communicate service changes, or provide trip reminders.
Completely and accurately document information in scheduling software related to client trips, contact information, and various service needs.
Communicate last-minute service changes to operators in a timely fashion.
Respond to and effectively resolve all paratransit operator requests in a timely fashion.
Perform opening procedures for the Greenlink Operations & Maintenance facility daily.
Maintain accurate records of work schedules and fleet run sheets and update continuously throughout the service day.
Reconcile end-of-day transactions.
Count daily fares (cash and coins) from revenue service vehicles.
Make daily cash deposit.
Create daily, weekly, and monthly reports for ticket sales.
Document safety-related issues or concerns directly observed or reported by front-line employees or the public.
Maintain inventory of supplies and notify management when supplies are needed.
Submit tickets for service to Facility Maintenance for any issues, concerns, or suggestions related to bus stop infrastructure, the Operations & Maintenance Facility, or the Greenlink Transit Center, as needed.
Assist management with various clerical duties as assigned including receiving and sorting mail, data entry, and typing.
Assist management with various projects related to operational, promotional, or community outreach activities as needed.
Monitor Automated Passenger Counter (APC) data and provide any error reports to maintenance for review.
Perform duties of Greenlink Customer Service Representative at Greenlink Terminal, as needed.
Provide customer service, sell tickets, answer phones, answer questions, and troubleshoot mobile ticketing issues.
Perform other duties as assigned.