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

Qualifications

Qualifications
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• High school diploma or general education degree (GED); or one to three month related experience and/or training; or equivalent combination of education and experience.

Driver License