Dispatcher

Summary: Serves as primary communication link between bus operators and supervisors, maintenance technicians, and first responder/emergency services

Essential Duties and Responsibilities

• Maintains appropriate radio/cell phone contact with Bus Operators on the job at all times during shift

• Answers incoming phone calls to provide customer service

• Transmits information to and from Bus Operators to support timely and safe travel along defined routes

• Assigns vehicles and ensures Bus Operators are properly equipped to being and end their routes by maintaining records of assigned vehicles, keys, inspection forms, manifests, etc

• Reviews all driver manifests for accuracy

• Inspects Bus Operator appearance at check-in to ensure individual compliance with standards of professionalism (grooming, uniform, readiness and ability to safely operate vehicle), and promptly notifies supervisor of any issues; prevents visibly impaired Bus Operators from driving pending supervisor decision

• Checks-in vehicles and all equipment issued to Bus Operators as they return at the end of shift

• Maintains a listing of buses out of service and remove when they are placed back in service

• Reviews pre and post trip inspection forms and notifies maintenance of needed repairs and/or maintenance

• Complete end of shift report and forward to maintenance with any repairs that are needed on the vehicles

• Records and notifies Bus Operators of schedule or route changes, special needs passengers, non-standard stops, and other changes or events affecting the assigned routes.

• Responds to Bus Operator requests for assistance from staff, and emergency assistance to police, fire, or ambulance personnel

• Communicates appropriately with Bus Operators and members of their chain of support. Notifies supervisor of tardy or absent drivers and requests replacement

• Monitors radio communications and responds quickly to requests for assistance; coordinates emergency assistance responders within and outside of Shore Transit

• Prepares written incident/accident reports on all events occurring within assigned shift

• Prepares next shift Bus Assignment and Sign In/Out sheets, manifests and fare sheet

• Ensures buses depart, run, and return on time; notifies supervisors of any issues or delays that occur

• Maintains a variety of records, including sign-in and –out sheets, vehicle inspection reports, complaint forms, incident/accident reports, etc

• Assist Human Resources with distributing policy updates and collecting acknowledgement forms from Bus Operators

• Fold route schedules as needed, place schedules in correct locations

• Print route schedules as needed

• Monitor security cameras to ensure safety of employees, customers, vendors, visitors, etc

• Respond to requests for gate access; only allowed authorized individuals through the security gate

• Other Job Duties as assigned.

Supervisory Responsibilities

This position does not have any supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Interpersonal

• Customer Service

• Manages difficult or emotional customer situations

• Responds promptly to customer needs

• Meets commitments

• Interpersonal Skills

• Focuses on solving conflict, not blaming

• Maintains confidentiality

• Listens to others without interrupting

• Keeps emotions under control

• Remains open to others’ ideas and tries new things

• Oral Communication

• Speaks clearly and persuasively in positive or negative situations

• Listens and gets clarification

• Responds well to questions

• Participates in meetings

• Written Communication

• Writes clearly and informatively

• Edits work for spelling and grammar

• Able to read and interpret written information

• Teamwork

• Exhibits objectivity and openness to others’ views

• Gives and welcomes feedback

• Contributes to building a positive team spirit

• Puts success of team above own interest

Organization

• Diversity

• Demonstrates knowledge of EEO Policy

• Shows respect and sensitivity for cultural differences

• Promotes a harassment-free environment

• Ethics

• Treats people with respect

• Keeps commitments

• Inspires the trust of others

• Works with integrity and ethically

• Upholds organizational values

• Organizational Support

• Follows policies and procedures

• Completes administrative tasks correctly and on time.

• Supports organization’s goals and values

• Supports affirmative action and respects diversity

Self-Management

• Judgement

• Exhibits sound and accurate judgement

• Makes timely decisions

• Professionalism

• Approaches others in a tactful manner

• Reacts well under pressure

• Treats others with respect and consideration regardless of their status or position

• Accepts responsibility for own actions

• Follows through on commitments

• Quality

• Demonstrates accuracy and thoroughness

• Applies feedback to improve performance

• Monitors own work to ensure quality

• Quantity

• Completes work in timely manner

• Works quickly

• Safety and Security

• Observes safety and security procedures

• Determines appropriate action beyond guidelines

• Reports potentially unsafe conditions

• Uses equipment and materials properly

• Adaptability

• Adapts to changes in the work environment

• Able to deal with frequent change, delays or unexpected events

• Attendance/Punctuality

• Is consistently at work and on time

• Arrives at meetings and appointments on time

• Dependability

• Follows instructions, responds to management direction

• Takes responsibility for own actions

• Keeps commitments

• Initiative

• Volunteers readily

• Looks for and takes advantage of opportunities

• Asks for and offers help when needed