The Dispatcher serves as the communication hub between passengers, drivers, and operations staff to ensure the safe, efficient, and reliable delivery of transportation services. This position is responsible for coordinating daily transportation activities, monitoring vehicle movement, responding to service disruptions, assisting drivers in the field, and providing exceptional customer service. The Dispatcher plays a critical role in maintaining on-time performance, operational efficiency, and service quality while supporting the organization's commitment to safe and dependable transportation for the community. Must have Class B CDL with passenger endorsement.  

Location: Operations Department 

Reports To: Director of Operations 

Classification: Full-Time, Non-Exempt 

Schedule: Variable, including early morning, daytime, evening, and weekend availability

Compensation: $29.15/hr

Job Purpose: 

The Dispatcher serves as the communication hub between passengers, drivers, and operations staff to ensure the safe, efficient, and reliable delivery of transportation services. This position is responsible for coordinating daily transportation activities, monitoring vehicle movement, responding to service disruptions, assisting drivers in the field, and providing exceptional customer service. The Dispatcher plays a critical role in maintaining on-time performance, operational efficiency, and service quality while supporting the organization's commitment to safe and dependable transportation for the community. Must have Class B CDL with passenger endorsement.  

Duties and Responsibilities: 

Dispatch Operations and Driver Support: 

• Monitor daily transportation operations and dispatch drivers in accordance with scheduled routes, trip assignments, and service demands. 

• Serve as the primary point of communication between operators, supervisors, passengers, and other stakeholders. 

• Communicate schedule changes, trip additions, cancellations, no-shows, and service updates to operators. 

• Coordinate driver movement in the field to address missed trips, service delays, vehicle breakdowns, accidents, traffic disruptions, or other operational issues. 

• Assist in developing alternate routing solutions during road closures, construction projects, weather events, or emergencies. 

• Monitor vehicle locations and service performance using dispatch, scheduling, and GPS systems. 

• Coordinate and verify daily driver assignments to ensure all scheduled service is adequately staffed and operating on time. 

• Perform driver fitness-for-duty checks and communicate operational expectations at the beginning and end of shifts. 

• Provide direction and support to drivers regarding passenger concerns, directions, detours, and operational procedures. 

Customer Service and Communication: 

• Answer incoming telephone calls and respond to inquiries in a professional, courteous, and timely manner. 

• Assist passengers with scheduling questions, service availability, cancellations, and transportation concerns. 

• Coordinate with reservation staff, routing personnel, and external transportation providers to support service needs. 

• Maintain positive working relationships with passengers, operators, community agencies, and the general public. 

Scheduling and Administrative Support: 

• Review daily manifests, trip records, and completed schedules for accuracy and completeness. 

• Maintain accurate dispatch logs, reports, and operational records. 

• Complete incident, occurrence, and service disruption reports as required. 

• Enter and update information in dispatching, scheduling, and customer service systems. 

• Assist with daily operational planning and staffing recommendations to support service delivery goals. 

• Maintain confidentiality of passenger, employee, and company information. 

General: 

• Complete all assigned duties in a professional, accurate, and timely manner. 

• Work cooperatively with operations, maintenance, administrative personnel, and transit operators. 

• Perform other related duties as assigned. 

The performance of the major job functions for this position requires the incumbent to be present at their work setting. Regular, dependable attendance is necessary for the performance of job duties. 

Qualifications: 

• High school diploma or GED required. 

• Must have Class B CDL with passenger endorsement. 

• Minimum of two (2) years of dispatching, transportation, logistics, customer service, or related operational experience preferred. 

• Must be at least 18 years of age. 

• Valid driver's license with an acceptable driving record. 

• Minimum of two (2) years of licensed driving experience preferred. 

• Strong customer service, communication, and interpersonal skills. 

• Ability to multitask and work effectively in a fast-paced environment with changing priorities. 

• Demonstrated problem-solving, decision-making, and analytical abilities. 

• Proficiency with computer systems, including Microsoft Office applications and dispatching or scheduling software. 

• Ability to effectively communicate using telephones, radios, and electronic communication systems. 

• Ability to read maps, interpret route information, and provide clear directions. 

• Ability to maintain professionalism and composure during emergencies and service interruptions. 

• Transit, paratransit, or public transportation experience preferred. 

• Must successfully pass applicable pre-employment screenings, including background checks, drug and alcohol testing, and DOT requirements as applicable. 

Physical Requirements and Working Conditions: 

• Use of full ranges of hearing, speech, and vision. 

• Frequent sitting, standing, walking, reaching, bending, and repetitive hand movements associated with computer and communication equipment use. 

• Ability to communicate effectively in person, by telephone, radio, and electronic communication systems. 

• Ability to remain focused and make sound decisions in a fast-paced operational environment. 

• Ability to occasionally lift and carry up to 25 pounds. 

• Ability to work various shifts, weekends, holidays, and overtime as operational needs require. 

• Work is performed primarily in an office or dispatch center environment with frequent interaction with drivers and operational personnel. 

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.