OPERATIONS DISPATCHER
: Job Details :

Functional Title: Operations DispatcherDepartment: Operations DispatchPosition Status: Non-ExemptSafety-Sensitive: YesReporting to: Transportation Manager Last revision date: September 2024Direct Reports: NoneJob Purpose/Function: The Operations Dispatcher supports ADA/Shuttle/Fixed Route operators and operations to insure effective, safe and efficient transit service is provided throughout the Norwalk Transit District service area. Responsibilities include, but are not limited to, all functions related to dispatching of personnel and equipment, supervising operators, responding to customer service complaints and compliments and performing clerical support duties, taking ADA reservations and scheduling ADA/Shuttle/Fixed Route work. Major Responsibilities:

Assure each run (ADA/shuttles/Fixed Route) throughout the day is appropriately scheduled.

Ability to field a high volume of calls. Accurately enters client info into RouteMatch.

Cancels trips and enter No Shows in Route Match / Avail.

Communicates with drivers regarding client cancellations and/or additions.

Respond to all calls and service requests promptly and with courtesy; provides information to the public in a courteous manner regarding all services provided by Norwalk Transit.

Performs a variety of office tasks to assist in operations.

Performs other clerical duties as assigned to maintain operations of department.

Coordinate with the Maintenance Foreman, or his designee, the assignment of vehicles.

Check in all operators; maintain an accurate daily attendance roster of operators; and, all other related activities.

Reassign runs when necessary, in accordance with the Collective Bargaining Agreement.

Oversee on-time pull-out of operators throughout the course of the day.

Monitor on-time performance of operators and vehicle movement utilizing the Intelligent Transportation Systems (ITS) and the radio communication system.

Provide guidance and information to drivers on questions of Transit District policies and procedures.

Performs on-demand dispatching of last minute schedule changes and communicates changes with drivers through Route Match / Avail / two way radio communications.

Provide guidance and information to passengers on questions of ADA Eligibility and assessment process.

Enforce Operator Rules and Regulations.

Coordinate and screen road calls and vehicle changes throughout the day with the Maintenance foreman or his designee.

Coordinate with police, fire and public works, as needed for the operation of services.

Provide all applicable information during shift change-overs.

Communicate with Transit Supervisors, dispatching to needed locations to respond to routine requests or emergency situations.

Maintain current knowledge of all routes and locations in the Norwalk Transit District service area to assure timely services and accurate information.

Provide fixed-route/shuttle schedule information for all Norwalk Transit District services as needed.

Respond to customer information requests and complaints. Assist in the investigation of a customer complaint and provide all information to the appropriate supervisor.

Assists in routine clerical duties including personnel records, manifest processing, time cards, payroll time information, customer complaints, incident reports, ridership data and any other reporting duties that may arise in a timely manner.

Perform other duties as assigned by the Transportation Manager.

Any other duties as assigned by the Transportation Manager.

Safety & Security:

Responsible for communicating all Safety & Security Policies to operators.

See other responsibilities as outlined in the System Security Program Plan .

Responsible for contributing to a safe and secure work environment. Is cognizant of surroundings and acts in a safe manner at all times. Is knowledgeable of and adheres to OSHA, NTD and other safety standards, directives and advisories, both written and verbal. Uses safety equipment and protective clothing as appropriate and necessary. Maintains good housekeeping habits in work area to avoid injury to self or others. Immediately reports to their respective supervisor or Manager of Safety and Security any safety or security issue and makes recommendations for improvement. Observes building access restrictions and locks doors when not present. Knows the nearest two safety exits and participates in safety drills. This is a safety-sensitive position and is subject to random drug and alcohol testing. Education and Experience Required:

High School diploma or equivalent, a college degree is a plus.

Two years of experience in public transit operations. Additional education may be accepted in place of a portion of this requirement.

Ability to work with the public and respond appropriately to questions and complaints.

Ability to perform record keeping including good basic math skills, daily operational forms, etc.

Must be able to communicate in English clearly and effectively both orally and in writing.

Must have general Microsoft Excel skills.

Ability to work with other local agencies including the police and public works departments.

Ability to work effectively under pressure and in emergencies.

Experience in software programs (word processing and database), Internet applications and utilization of all relevant office equipment. The ability to quickly learn software programs.

Communicate and effectively manage all route adjustments to maintain on-time performance standards.

Maintain system database to ensure data integrity reflects actual route performance throughout the day, such as Data Point and Route Match.

Answers all incoming phone calls promptly and courteously.

Inform customers of system policies and procedures if appropriate, and do so in a courteous and empathetic way.

Uphold District and ADA standards.

Maintain an organized work environment.

Create and confirm accurate electronic bookings of customer trip requests using guidelines for the RouteMatch scheduling system.

Maintain clear and concise written record detailing each trip request received. Verify pertinent information (home address, telephone number, etc.) with each caller. Make necessary changes or provide a manager with written description of changes when applicable.

Provide information about ADA transportation services to callers as necessary.

Communicate any problems or scheduling issues to Manager as they arise.

Physical Requirements: Must be able to read, write and communicate fluently in English. Frequently required to walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; stoop, crouch and kneel. The member must occasionally lift and/or move office items. The member will be required to work in an office setting sitting behind a computer, go into the field on service calls, as well as interact with customers. Work Environment: There will be frequent interaction with employees and customers. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available. Agency Disclaimer: The CEO may modify this job description based upon agency needs; may require the employee to perform functions beyond those mentioned. Employee understands that all employment is on an at will basis. The Norwalk Transit District is an Equal Employment Opportunity Employer.