Dispatcher - Access

Metro is seeking a Dispatcher for the Access Division to manage the day-to-day communications coming into the Dispatch Center, via radio, telephone and email; provide services resulting in the timely and efficient transportation to customers; and assist customers with making/changing trip details.

JOB DUTIES

• Monitor and address radio communications for bus operators and street service supervisors regarding traffic, emergencies, illness, weather, etc.
• Answer telephone calls and other messages from bus operators, police, and fire departments, ARTIMIS center, service supervisors , customer service representatives, customers, and passengers.
• Assist customers with making on-demand travel arrangements, keep drivers apprised of immediate changes and alterations of their runs.
• Notify first responders (police, fire, EMS) to assist employees, passengers and citizens during emergency situations. Communicate to all affected personnel and develop alternate routing for detours, necessitated by road blockages/congestion due to accidents, volume, construction, special events, police, or fire. Monitor and report special events, and operator rule infractions.
• Arrange for special considerations for ill or stranded passengers, e.g. dispatch an alternative or provide supervisor pick-up.
• Operate CAD and AVL systems properly to ensure achievement of on time performance, customer service, and safety goals and expectations.
• Optimize service by modifying/adjusting runs as needed and in response to cancelations, no-shows, traffic and other factors.
• Assist in Radio, MDT and other procedure training of new operators.
• Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran.
• Facilitate the development of strategies to meet or exceed organizational and department performance goals and objectives, monitor results, and recognize employee, department, and organization accomplishments.
• Model, facilitate and encourage exemplary internal and external customer service, open communication, collaboration, participation and professional development among staff.
• Ability to work in compliance with Metro's safety and security policies.

POSITION QUALIFICATIONS

Competency Statements

• Communications - Excellent verbal, writing and non-verbal skills. Persuasive, consensus builder.
• Customer Focus - Excellent problem-solving skills and a desire to exceed customer expectations.
• Employee Development - Competent in assessing employee skills: coaches, delegates, and supports employee development. Provides constructive feedback.
• Leadership - Energetic, innovative self-starter, committed to continuous improvement and creative problem-solving.
• Professional Integrity - Exhibits and values commitment, leadership, accountability, diversity, honesty, fiscal responsibility, and the ability to maximize resources.
• Proficiency - Able to multi-task, excellent computer skills, accuracy and attention to detail.

Education

• High School Graduate or General Education Degree (GED) Experience

Experience

• Two or more years as an Access driver

SKILLS & ABILITIES

• Working knowledge of email, Microsoft Applications, and CAD/AVL.
• Use of standard office equipment
• Knowledge and use of Trapeze helpful but not required

Other Requirements

• Working knowledge of the Metro and Access systems helpful.
• Familiarity with buses and their features including video digital cameras and radios.