Dispatcher Paratransit

Excellent opportunity as a Paratransit Dispatcher with our Dauphin County Division (rabbitransit's Capital Region). Apply today and you could be part of our exciting future!

Must have valid regular Driver's License at minimum to be considered.

Benefits (medical, dental, vision) starting on 1st day! Simplified Employee Pension, Paid Holidays, Weekly pay and more!

Schedule Hiring For: Paratransit Dispatcher (Hours TBD) Mon - Sat with rotating day off during the week when it is your turn to work Saturday. *Some flexibility may exist in start/end times. HOWEVER, open availability is NECESSARY during ALL Dauphin Paratransit Dispatch department operating hours of Mon thru Fri 4:00 AM - 7:30 PM because coverage is sometimes needed for an alternative shift!

Pay: $18.25/ hr with regular driver's license

Location: 901 N. Cameron St Harrisburg, PA 17101

CDL is NOT required, but is a plus.

Are you a multi-tasker who thrives in a fast-paced, computer based office environment?

Job Summary (Role in organization):

The position is critical in assisting the Susquehanna Regional Transportation Authority in meeting our mission of mobility. The impact of public transportation runs much deeper than a trip from point A to point B. We are the means for which people have access to experiences that alter their lives in meaningful ways. Our culture of innovation and stewardship champions that mission. This position is responsible for assisting in maintaining the safe, reliable and on-time performance of the Authority's fixed route and specialized transit systems. Oversee operators reporting to work and ending shifts. Dispatchers are responsible for assigning drivers to cover prepared schedules and absenteeism according to procedure, and coordinating with maintenance in assigning vehicles. Communicates with drivers via radios or by using internal technology tools known as Intelligent Transportation Systems. Communicate with drivers in a real-time environment to resolve service issues including passenger requests and incidents, vehicle breakdowns and accidents, emergencies, and route-deviations. Communicates as necessary with management and staff and documents the process. Completes reporting logs, consumer reports, and operational record keeping. Manage and prioritize online customer trips in a scheduling system. 

Key/Reporting Relationship/Direct Reports:

This position reports to the Operations Supervisor/Site Manager. This position receives general instructions regarding the scope and approach to assignments.

Some of the essential duties and responsibilities:

Achieves the Authority's mission by monitoring daily operations and providing support and direction to transit operators. Supports customer service goals by giving feedback on critical areas such as bid runs, consumer inquiries/ reports, and operator evaluations.

Meets all legal and procedural requirements by ensuring compliance with provisions of the ADA, FTA, PennDot, etc. Upholds and enforces all Substance Abuse Policy regulations, Collective Bargaining Agreement provisions if applicable and SRTA policies. 

Maintains reliable on-time performance of service by dispatching drivers to cover prepared schedules, ensuring accurate driver assignment sheets, covering for absent drivers according to procedure, monitoring vehicle movement, monitoring radio traffic/cell phones based upon division and responding with personnel changes, or other changing conditions. Identifies customer trips in computerized scheduling system, takes corrective action to resolve service issues, and documents the process. Collaborates with Mobility and Customer Service to ensure premier service.

Ensures safe service by evaluating operator's competency to drive, reviewing DVIR's and communicating with maintenance concerns on vehicle safety and availability and responding to passenger incidents based upon division. Communicates any weather or traffic conditions affecting service.

Achieves and maintains rapport with drivers by asking questions to gain an understanding of their needs and current situation, answering requests in timely pleasant manner, keeping them informed of policies and procedures, and relaying information to proper departments. 

Serves as a good steward of public resources by monitoring overtime, efficiencies and lost time incidents.

Completes record keeping and documentation by documenting procedures and decisions; maintaining required documentation; inputting and maintaining computer applications, forms, and logs; reviewing operator documents for accuracy, response, and timely delivery to appropriate departments; collect, analyze, and track operating data as assigned. Completes daily clerical assignments such as clipboards for following day's service. Ensures payroll information is accurate and timely based upon division.

Contributes to the team by training assigned employees.

Maintains trust, confidence and protects the organization by keeping information confidential and disclosing only on a need to know basis; ensuring high ethical standards; and using good customer service skills with both internal and external customers.

Ensures communication and positive image of Authority by answering information calls about service and clearly communicating customer cancellations and other schedule changes to all operators and Customer Service Representatives. Reviews critical incidents, exceptions to policy and/or goal achievement with Supervisor and Operations Manager as necessary. 

Maintains professional and technical knowledge by attending educational classes/workshops; maintaining detailed knowledge of service area, contract provisions for operations, operators, and service requirements. 

Occasionally:

Responds to accidents or emergencies by obtaining details, informing appropriate management, emergency personnel, or law enforcement, obtaining help for drivers and rerouting other vehicles to pick up passengers. Coordinates drug testing, if required, based upon division. 

Some of the essential knowledge, skills, abilities and experience:

  • HS degree or equivalent required with some college preferred.
  • Two years of experience as an operator, dispatcher, supervisor or customer service representative.
  • Ability to understand transit systems operations and service area.
  • Ability to work various shifts and days, including weekends and holidays.
  • Ability to be curious and learn from asking questions and listening to others.
  • Experience in using personal computers, applications, and proficiency in data entry.
  • Excellent powers of concentration- ability to handle multiple tasks simultaneously within a distracting environment is essential.

Certificates and Licenses Required: 

  • Must possess valid motor vehicle operator's license that is not under suspension or revocation and possess current automobile insurance coverage.
  • Must possess a valid DOT medical card. (Will send for such if given a contingent offer.)
  • This is a safety sensitive position subject to US DOT Drug and Alcohol pre-employment, random, post-accident, reasonable suspicion and return to duty testing.

The Authority is an equal employment opportunity employer.

Additional Info

Job Type : Full-Time

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