Dispatcher

About the Role

Manage the day-to-day communications coming into the Radio Communications Center (RCC) via radio, telephone, and email. Provide services resulting in the timely and efficient transportation to customers.

Responsibilities

• Monitor and address radio communications for coach operators and street service supervisors regarding traffic, emergencies, illness, weather, etc.
• Answer telephone calls and email messages from coach operators, police and fire departments, ARTIMIS center, service supervisors, customer service representatives, customers, and passengers.
• Create and/or maintain reports for pertinent transmissions in CAD/AVL, radio/CAD/AVL inventory and radio repairs, Service Disruption Report, and Take and Wait/Change Off Report.
• 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 on ARTIMIS cameras, garage security cameras, special events, and operator rule infractions.
• Arrange for special considerations for ill or stranded passengers, e.g., dispatch a shuttle 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.
• Assist in radio 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.
• Other duties as assigned.

Requirements

• High School Graduate or General Education Degree (GED).
• Two or more years as a coach operator.
• Working knowledge of the Metro system and all routes.
• Familiarity with all coaches and their features including video digital cameras and radios.
• Must have open availability and be able to work any shift including nights, weekends, and holidays.
• Must be available to come in early or stay late depending on business needs for the day.

Skills & Qualifications

• 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.
• Computer Skills: Working knowledge of email, Microsoft Applications, and CAD/AVL. Use of standard office equipment.

Work Environment

Radio Communications Center atmosphere.