Transportation Assistant Coordinator
Abrazar, Inc.Classification: Full-time, Non-exempt About Abrazar (to Embrace) Abrazar (to Embrace) is a 501 (c) 3 non-profit organization that provides shuttle bus and non-emergency medical transportation to patients. Abrazar is dedicated to promoting the general welfare and prosperity of very poor to medium income seniors and families in Orange County through programs that improve health, nutrition, socialization, lifelong learning and economic self-sufficiency in culturally sensitive ways Abrazar is an Equal Opportunity Employer and does not discriminate on the basis of race, ethnicity, religion, gender, age, physical disability, and sexual orientation. Abrazar complies with all EEO and ADA guidelines. Position Summary Under the direction of the Transportation Coordinator, the Assistant Transportation Coordinator/Dispatch lead, assists, and participates in performing community transportation and paratransit (Americans with Disabilities Act) scheduling, routing and dispatching duties; operates a variety of communication equipment; creates, maintains and monitors computerized driver manifests/schedules; and responds to requests for service and provides a variety of information to passengers and the general public. The assistant transportation coordinator will be responsible for assisting interactions with the community in programs related to senior transportation, assessing older adult clients for program enrollment, referring seniors to alternative transportation services, coordinating trips for eligible clients, tracking required statistical data, marketing the program services and record keeping for Senior Non-Emergency Medical Transportation (SNEMT) Reports to: Transporation Coordinator Position Responsibilities Job Duties (may include but are not limited to): Assist lead to provide community transportation and para-transit dispatching and routing services to seniors Serve as the assistant to primary point of contact in working with supervisory staff and customers in resolving customer issues and transit concerns related to dispatch services: 1) answer and properly respond to all email, facsimile and telephone calls for transportation reservations, cancellations, ride check status, service inquiries, and general information requests. 2) Use appropriate translation services for non-English speaking clients Take reservations, handle cancellations and ride check status during the hours of 6:30 A.M. to 6:30 P.M. on Monday through Friday. Ensure that average hold times on ride check calls are maintained at no more than two (5) minutes. During periods when reservations staff are busy and during non-office hours, cancellations may also be taken by voice mail, email, or fax. Dispatching staff are on-duty from the time the vehicle is in service unit the last vehicle is out of service. Ensure that the Office on Aging "no stranded passengers" policy is enforced. Assist lead, review, coordinate and adjust all vehicle itineraries prior to the service day, initiate call-backs of passengers as needed to adjust scheduled services, monitor and coordinate service resources to maximize system efficiency and performance, track cancellations and no-shows. Assist drivers while they are in service to carry out the assigned trips on time, providing address assistance and telephoning passengers as needed. Monitor the performance of scheduled trips, reassigning trips and/or adjusting the number of vehicles in service as needed to ensure on-time performance in the most efficient manner. Dispatching techniques for communicating and receiving information using computer based navigation tools. Knowledge of streets, landmarks, and geography of the County of Orange. Understand the organization and operation of the Transportation Department of ABRAZAR and of outside agencies as necessary to assume assigned responsibilities. Create and maintain a computer based schedule for dispatching services. Respond in a courteous manner to requests and inquiries from the general p…