Urban Dispatcher

Hill Country Transit District

Job Title: Urban Dispatcher

Department: Urban Operations

Reports To: Field Supervisor

FLSA Status: Non-Exempt

Job Summary

Responsible for the daily assignment of transit vehicles and bus drivers. Consistently interacts with drivers in the day-to-day operation of vehicles on fixed route or special transit service. Participates in a variety of administrative and clerical tasks related to the position. Responsible for complying with all Hill Country Transit District (HCTD) policies and procedures and all funding source regulations and requirements.

Key Responsibilities

1. Verifies all transit runs are assigned and covered in accordance with established procedures.
2. Controls vehicle assignments or manifests to ensure fleet is being used in the best interest of the public and the organization to meet service demands.
3. Ensures driver board for Extra-board drivers is updated daily by 4:00 p.m. to ensure assignments are adequately posted and adhered to.
4. Monitors and responds to a variety of calls from customers and employees using telephone, cellular phone or two-way radio.
5. Consistently verifies and monitor driver locations and driver assignments at all times.
6. Responds to emergency situations as requested including hazardous and severe weather conditions as required. Dispatches vehicles and emergency crews to scene of accident or breakdown.
7. Coordinates field activities, i.e., bus changes, passenger transfers, manifest adjustments, special transit service return trips, etc., with an emphasis on minimum passenger delays and maximum goodwill with drivers.
8. Coordinates vehicle use and assignments with schedulers and maintenance staff to ensure vehicles are available for scheduled maintenance service.
9. Serves in the position of Special Transit Service Scheduler as needed or required.
10. Maintains general office and client files.
11. Prepares and maintains a variety of reports, correspondence, memos, etc., as needed or requested.
12. Provides information to the public regarding transportation services and transit policy, to include route and schedule information and fare information for both fixed route and special transit services.
13. Receives customer complaints or complaints from the public and provides information to supervisor for resolution.
14. Reports transit difficulties and other issues to Chief Dispatcher or other departments to maintain or restore service and schedules.
15. As the first person reporting to work or the last person leaving for the day, responsible for verifying that the facility, work office location, and equipment are secured.
16. Maintain an orderly and professional appearing work station.
17. Other duties as assigned.

Requirements

• Ability to communicate effectively, and follow oral and written direction.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to prepare and record accurate records and reports.
• Ability to establish and maintain effective working relationships with staff, other agencies and the general public using tact, courtesy and good judgment.
• Ability to handle confidential and sensitive information.
• Ability to work independently with minimal supervision.
• Ability to resolve customer complaints courteously and tactfully.
• Ability to work under stressful situations.
• Ability to work independently in a team environment with minimal supervision.
• Ability to use sound independent judgment in emergency situations when supervisory personnel are not available.
• Physical ability to perform the essential functions of the job.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This job is performed in a generally clean and healthy office environment. The noise level in the work environment is typically quiet. Dispatcher work hours vary according to specific assignment, but hours during which dispatchers are on duty typically range from as early as 3:30 AM until as late as 11:00 PM, Monday-Saturday. Each Dispatcher is expected to be available if needed for these hours. To the extent possible, advance notice may be given for work hours beyond an individual's specific work schedule. Dispatchers will occasionally be required to be available for training or staff meetings outside the individual's regular work schedule.

Physical Demands

The usual and customary methods of performing the job's functions require the following physical demands:

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, and bend at the waist and reach on a daily basis.
• Able to lift up to 10 pounds occasionally.

Requirements

• High School Diploma or Equivalent
• At least six (6) months clerical experience required.
• Must be 21 years of age.
• Must have a valid drivers' license.
• Must be able to perform general office administrative activities: use personal computer, including word processing and spreadsheet software, 10-key calculator, copying, filing, faxing, and using the telephone.
• Must have reliable means of communication, i.e., home telephone, cellular phone.
• Available and willing to work varying shifts, hours and days as assigned to include early mornings, late evenings, weekends, and holidays.
• Regular attendance and reliability is critical to business operations.
• Experience working in a transit environment is highly desirable.

Supplemental Requirements

This position is classified as safety-sensitive and is required to undergo and successfully pass pre-employment drug and/or alcohol testing.

HCTD is an Equal Opportunity Employer