Access Dispatcher

ACCESS DISPATCHER Reports To: Manager of Access Operations Salary Range: $21.50 per hour Make an Impact at RTS At RTS, we connect our community to the people, places, and opportunities that matter most. Join our Access team to help coordinate safe, reliable paratransit service and support our customers and Bus Operators every day. Staying Healthy Medical, Dental & Vision Insurance Flexible Spending Account (FSA) Feeling Secure Pension Plan NYS Deferred Compensation Plan Life, Disability & Supplemental Insurance Work-Life Balance 17 days of PTO upon hire Paid Holidays Employee Assistance Program 24/7 Fitness Center Wellness Program Culture & Inclusion Council Public Service Loan Forgiveness (PSLF) Employee Discounts & More About the Role The Dispatcher coordinates Bus Operators and paratransit vehicles, monitors safe and efficient service, assists customers with ride scheduling and cancellations, and maintains operational records. Current available shift: 2:00 PM12:00 AM (midnight). RTS Access operates seven days a week, 4:00 AM1:00 AM. Dispatchers generally work four 10-hour days; schedules may vary by bid pick. What You'll Do Use dispatch software to assign operators and vehicles, monitor trips, adjust same-day schedules, manage on-time departures, late trips, no-shows, vehicle locations, and service closures in accordance with the collective bargaining agreement. Support Bus Operators with vehicle availability, change-offs, breakdowns, accidents, incidents, and call-offs; ensure required incident reporting is completed. Communicate road obstructions and weather concerns to coordinate safe vehicle movements. Prepare run rosters and operator manifests; assign, merge, or close scheduled work in accordance with the collective bargaining agreement. Maintain positive communication with Bus Operators via messaging and radio/voice communications. Coordinate with RTS Radio Control, Road Supervisors, Maintenance, and other RTS personnel. Complete daily administrative tasks, including operator clipboards, collection bags, passes, keys, and fare collection/accounting. Provide professional customer service; schedule or cancel rides, confirm ride times, explain service, answer questions, and take off-hours calls. Monitor operator dress code, radio conduct, pre- and post-trip inspections, and performance; report concerns to the Manager of Access Operations. Collect operator survey feedback and suggestions, respond to operators, and identify service improvements. Assist administrative staff with general office duties and perform other duties as assigned. What We're Looking For Required Qualifications High school diploma or GED. At least three years of experience in a dispatcher role. An equivalent combination of education and experience sufficient to perform the essential duties Preferred Qualifications Experience with Trapeze, OrbCAD, Orb-Star, and intermediate Microsoft Excel skills preferred. Knowledge, Skills & Abilities Ability to follow established procedures, exercise sound judgment, and escalate unusual situations appropriately. Ability to work independently within defined objectives and policies, with periodic supervisory review. Strong computer skills, including MS Windows, Outlook, and Word. Ability to operate two-way radios and standard office equipment. Excellent customer service and professional verbal and written communication skills. Strong organization, attention to detail, and follow-through. Flexibility and ability to adapt quickly to change, remain focused under pressure, and manage stressful situations. Ability to work independently and collaboratively with a team. Working Conditions & Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the em…

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