Metro is seeking a Dispatcher for the Access Division to manage the day-to-day communications coming into the Dispatch Center, via radio, telephone and email; provide services resulting in the timely and efficient transportation to customers; and assist customers with making/changing trip details.
JOB DUTIES
Monitor and address radio communications for bus operators and street service supervisors regarding traffic, emergencies, illness, weather, etc.
Answer telephone calls and other messages from bus operators, police, and fire departments, ARTIMIS center, service supervisors , customer service representatives, customers, and passengers.
Assist customers with making on-demand travel arrangements, keep drivers apprised of immediate changes and alterations of their runs.
Notify first responders (police, fire, EMS) to assist employees, passengers and citizens during emergency situations. Communicate to all affected personnel and develop alternate routing for detours, necessitated by road blockages/congestion due to accidents, volume, construction, special events, police, or fire. Monitor and report special events, and operator rule infractions.
Arrange for special considerations for ill or stranded passengers, e.g. dispatch an alternative or provide supervisor pick-up.
Operate CAD and AVL systems properly to ensure achievement of on time performance, customer service, and safety goals and expectations.
Optimize service by modifying/adjusting runs as needed and in response to cancelations, no-shows, traffic and other factors.
Assist in Radio, MDT and other procedure training of new operators.
Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran.
Facilitate the development of strategies to meet or exceed organizational and department performance goals and objectives, monitor results, and recognize employee, department, and organization accomplishments.
Model, facilitate and encourage exemplary internal and external customer service, open communication, collaboration, participation and professional development among staff.
Ability to work in compliance with Metro's safety and security policies.
Customer Focus - Excellent problem-solving skills and a desire to exceed customer expectations.
Employee Development - Competent in assessing employee skills: coaches, delegates, and supports employee development. Provides constructive feedback.
Leadership - Energetic, innovative self-starter, committed to continuous improvement and creative problem-solving.
Professional Integrity - Exhibits and values commitment, leadership, accountability, diversity, honesty, fiscal responsibility, and the ability to maximize resources.
Proficiency - Able to multi-task, excellent computer skills, accuracy and attention to detail.
Education
High School Graduate or General Education Degree (GED) Experience
Experience
Two or more years as an Access driver
SKILLS & ABILITIES
Working knowledge of email, Microsoft Applications, and CAD/AVL.
Use of standard office equipment
Knowledge and use of Trapeze helpful but not required
Other Requirements
Working knowledge of the Metro and Access systems helpful.
Familiarity with buses and their features including video digital cameras and radios.
