Shared Ride Dispatcher / Scheduler - Lebanon Transit Authority : Job Details

JOB TITLE: Shared Ride Dispatcher/SchedulerREPORTS TO: Shared Ride Program Supervisor*DATE: * Updated 11.15.2024*FLSA: * Non-ExemptAll staff members are responsible for maintaining a safe working environment in their department.Position is responsible to the Shared Ride Program Supervisor.Position is responsible for meeting all attendance requirements.Position requires training and works according to Lebanon Transit standards.JOB FUNCTIONS:DispatcherExcellent verbal and written communication skills required in English; Spanish would be a bonus.Must have excellent customer service skills.Communicates with operators by messaging instructions using the Ecolane System and/or by radio.Answer dispatch line for cancellations, customer information, etc.Check all routes for efficiency and reallocate trips from overloaded routes.Communicate with Eldercare, Quest, and other clinics/customers to inform them of the status of van arrivals/departures.Check the Ecolane System route assignments for future days to ensure efficiency.Using the Ecolane System Manager Screen to assign operator names and van numbers for each route.Inform the Shared Ride Program Supervisor of any vehicle placed out of service and the reason.Ensure operators are assigned replacement vehicles when necessary to ensure trips have been accurately transferred to the replacement Mobile Data Terminal.Responsible for informing the Maintenance Department which van is needed for early morning Dialysis, so it is conveniently placed for the morning operator.Responsible for all coupon book sales, ensures each operator receives the necessary coupon books they will need for their customers.Ensure destinations are accurately geocoded in Google Earth and saved to locations in Ecolane System.Ensure mileages are verified.SchedulerAnswer customer calls to schedule trips throughout the day.Ensure Medical Assistance Transportation Program/Dialysis customers are entered and verified from a list approved by the Community Action Partnership or other agencies.Become knowledgeable with all the programs required; takes reservations for all agencies.Other Duties:At the end of the shift, forward dispatch telephone line to the Lebanon Transit designated lines.Ensure the building is secure at the end of shift by setting the alarm, locking all doors, and turning off the radio.Count operator's money and verify the number of coupons and cash in bag, secure all cash bags in the safe.Gather all documents necessary for archiving the previous day's work. These would include but not limited to:Operator's Manifest papers; Operator's Sheet and Fare Detail ReportScheduled trip sheets.Cancel and No-Show list.Same day addition list.Medical assistance list.Coupon book sales list.Dispatch Run sheets.Wait listed or standby list.Daily audit of the previous days run.IVR call audit.Americans with Disabilities Act of 1990 (ADA) trip duration report.Keep up to date on all driving Standard Operation Procedures (SOP), LT rules and regulations.Attach all paperwork to the checklist, which then would be delivered to the Supervisor of Shared Ride ServicesSAFETYLebanon Transit has the following expectations for safety:Occupational injuries and illnesses are preventable;Every operation and process of Lebanon Transit shall maintain compliance with all laws and regulations regarding safety and health;Management must assess and ensure occupational safety and health practices and programs are appropriate to support success;Working safely s a condition of employment;Safety training is required for everyone;Unsafe behaviors, conditions and events must be reported through the Employee Safety Reporting Program (ESRP); andParticipate in a positive safety culture.In accordance with 49 CFR 673, the Lebanon Transit Agency Safety Plan defines the Safety Management System (SMS) through the following four (4) parts:Safety Management Plan defines Lebanon Transit's commitment to safety as well as the roles and responsibilities of all staff members.Safety Risk Management identifies unsafe conditions, unsafe behaviors and proactively mitigates those risks to the lowest level possible.Safety Promotion is the communication of safety throughout Lebanon Transit.Safety Assurance is the ongoing process of evaluating safety risks and mitigations to ensure the mitigations are effective.All Lebanon Transit staff members are committed to safety.Safety is freedom from the possibility of a work-related injury or property damage from an accident.This Job Description is not all inclusive. Executive Director may adjust this Description, including addition of other duties or responsibilities if the changes do not significantly change the primary focus of the duties and responsibilities for this position.