Supervisor, Demand Response-Service Coordinator
CapMetro · Austin, TX · 3 wk ago
On-siteOTHRFull-time
We need to output HTML fragment with headings for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections where posting has real specific content. We must not repeat job title. Must not include Job ID etc. Remove boilerplate.
We need to parse the job description.
Sections present:
- "WHO WE'RE LOOKING FOR" could be About the role. It includes description: "The Supervisor, Demand Response -Service Coordinator reports directly to the Manager, Demand Response Operations. This position is responsible for overseeing the safe, effective, efficient and reliable delivery of demand response transportation 24 hours a day, 7 days a week."
- Responsibilities: there is a big block under "Responsibilities WHAT YOU'LL BE DOING". It includes many bullet-like sentences. We need to format as
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections where posting has real specific content. We must not repeat job title. Must not include Job ID etc. Remove boilerplate.
We need to parse the job description.
Sections present:
- "WHO WE'RE LOOKING FOR" could be About the role. It includes description: "The Supervisor, Demand Response -Service Coordinator reports directly to the Manager, Demand Response Operations. This position is responsible for overseeing the safe, effective, efficient and reliable delivery of demand response transportation 24 hours a day, 7 days a week."
- Responsibilities: there is a big block under "Responsibilities WHAT YOU'LL BE DOING". It includes many bullet-like sentences. We need to format as - for any list of duties/requirements/benefits. The responsibilities are paragraphs with multiple sentences; we could split each sentence into list items? The instruction: "Use
- for any list of duties/requirements/benefits". The responsibilities are a list of duties, so we should put each duty as
- . We need to preserve all substantive information; not invent or summarize away detail. So we need to extract each duty statement.
Let's parse responsibilities block:
"Operations & Service Delivery Leadership
Supervise and coordinate daily Demand Response Control Center operations, including dispatch, scheduling, customer day-of-service communications, work assignments, and service delivery decisions to ensure safe, efficient, and reliable transportation services.
Monitor operational performance metrics, including on-time performance, vehicle productivity, schedule effectiveness, call center productivity, diminished runs, and dispatch quality; analyze trends and implement corrective actions to achieve departmental goals.
Evaluate service demand, run performance, and optimization tools to develop and implement run cuts, schedules, and service improvements that support operational efficiency and customer service objectives."
"Staff Leadership, Development & Performance Management
Lead, supervise, and develop Service Coordination staff through coaching, training, mentoring, performance evaluations, quality assurance observations, productivity assessments, and corrective or disciplinary actions to ensure accountability and high performance.
Partner with Human Resources in workforce planning activities, including recruitment, selection, onboarding, and training of new and temporary staff.
Serve as the primary trainer for Service Coordinators, overseeing classroom instruction and ongoing development for dispatch, scheduling, customer service, and operational processes."
"Training, Process Improvement & Program Development
Develop, implement, and maintain training programs, operating procedures, checklists, and technical training materials to support effective use of scheduling, dispatch, and call center systems.
Recommend, develop, and implement policies, procedures, and service improvement initiatives that enhance employee effectiveness, operational performance, customer experience, and Control Center efficiency.
Support continuous improvement efforts by identifying operational gaps, developing customer service improvement plans, and driving initiatives that advance departmental and organizational objectives."
"Technology, Reporting & Operational Support
Provide subject matter expertise and operational support for Computer Assisted Scheduling and Dispatching (CASD), automatic vehicle location systems, telephone systems, and other internal technologies used in service delivery and performance management.
Utilize operational systems and data to identify performance improvement opportunities, prepare weekly and monthly operational reports, and support data-driven decision-making.
Lead and support operational initiatives across Demand Response services while ensuring effective coordination among Service Coordinators, dispatch centers, drivers, customer service staff, and other stakeholders."
"Compliance, Safety & Stakeholder Collaboration
Collaborate with leadership, service providers, and internal stakeholders to ensure compliance with ADA complementary paratransit requirements, labor agreements, organizational policies, and service standards.
Foster and maintain a positive safety culture by promoting the health, safety, and security of employees and ensuring transportation services are delivered safely and effectively for all passengers, particularly individuals with disabilities; communicate operational issues, trends, and performance concerns with service providers to support continuous service improvement."
"CapMetro SMS Support & Other Duties
Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.
Perform other position related duties as required and/or assigned."
"Responsibilities - Supervisor And/Or Leadership Exercised
Direct and manage department personnel by planning, scheduling, delegating, and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring and interviewing, and overseeing hiring, training, work assignments, and performance evaluations."
We need to include all these as list items. Could group under subheadings? Not required; just list items.
Now Qualifications: "WHAT YOU BRING
High School Diploma or GED
Eight (8) years of progressively responsible transit dispatch and scheduling, transportation logistics, transit management or demand response experience.
Two (2) years of supervisory/lead experience of control center staff in a bargaining unit environment preferred."
That's qualifications.
Knowledge, Skills And Abilities: This could be Skills section. It includes bullet-like sentences.
"Working knowledge of transit dispatch and scheduling practices, planning methods, and performance measurements.
Skill in planning and completing assignments independently; highly organized and detail oriented.
Strong skills with analyzing data, troubleshooting, problem solving and reviewing information for accuracy and completeness.
Set a positive and professional example for others to emulate.
Communicate effectively, both verbally and in writing.
Establish and maintain positive working relationships with co-workers and the public.
Effective use of a PC and common office functions, including keyboard and mouse usage, and strong working knowledge of Windows, Excel, MS Office and electronic mail software applications."
We can put these as
- under Skills.
Service Impacts Core Team Member: This is additional info; could be part of Responsibilities or a separate section? Not exactly a standard heading; but we could include under Responsibilities as extra duty. However we already have responsibilities; we could add as list item.
Work Environment and Physical Demands: This could be a section but not among allowed headings (About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Not listed, so we should not create a heading for it. However we need to preserve ALL substantive information; but we cannot create new headings beyond those allowed. The instruction: "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., implying those are examples; but also says "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". It doesn't forbid other headings, but the examples are those. Safer to stick to those headings only. However we need to preserve all substantive information; if we omit work environment info, we lose info. Could we embed that info under Responsibilities or Qualifications? Probably not appropriate. But maybe we can include under Responsibilities as additional duty? Not ideal.
But the instruction says "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It may allow other headings if needed, but they gave examples. Usually they'd expect only those headings. However the work environment info is substantive; we could include under Responsibilities as a list item? Might be okay.
Similarly "WORK AUTHORIZATION Visa sponsorship is not available for this position. All applicants must be currently authorized to work in the United States." That's also substantive; could be under Qualifications? Might be under Requirements? Could be under Qualifications as a requirement.
"Mobility Status As an Onsite position..." also substantive.
"COMMITMENT TO EQUAL EMPLOYMENT OPPORTUNITY" is boilerplate EEO; we should remove.
Thus we need to incorporate Visa authorization and mobility status somewhere.
We could add a section "Requirements" for things like work authorization, mobility status, etc. The heading "Requirements" is allowed. So we can put those under Requirements.
Thus sections:
- About the role (from WHO WE'RE LOOKING FOR)
- Responsibilities (list of duties)
- Requirements (visa auth, mobility status, maybe also work environment? but we can include work environment here as well)
- Qualifications (education, experience)
- Skills (knowledge, skills, abilities)
- Benefits, Pay, Schedule: not present, so omit.
We must not create empty sections.
Now we need to output HTML fragment only.
Let's craft.
About the role
The Supervisor, Demand Response - Service Coordinator reports directly to the Manager, Demand Response Operations. This position is responsible for overseeing the safe, effective, efficient and reliable delivery of demand response transportation 24 hours a day, 7 days a week.
Responsibilities
- Supervise and coordinate daily Demand Response Control Center operations, including dispatch, scheduling, customer day-of-service communications, work assignments, and service delivery decisions to ensure safe, efficient, and reliable transportation services.
- Monitor operational performance metrics, including on-time performance, vehicle productivity, schedule effectiveness, call center productivity, diminished runs, and dispatch quality; analyze trends and implement corrective actions to achieve departmental goals.
- Evaluate service demand, run performance, and optimization tools to develop and implement run cuts, schedules, and service improvements that support operational efficiency and customer service objectives.
- Lead, supervise, and develop Service Coordination staff through coaching, training, mentoring, performance evaluations, quality assurance observations, productivity assessments, and corrective or disciplinary actions to ensure accountability and high performance.
- Partner with Human Resources in workforce planning activities, including recruitment, selection, onboarding, and training of new and temporary staff.
- Serve as the primary trainer for Service Coordinators, overseeing classroom instruction and ongoing development for dispatch, scheduling, customer service, and operational processes.
- Develop, implement, and maintain training programs, operating procedures, checklists, and technical training materials to support effective use of scheduling, dispatch, and call center systems.
- Recommend, develop, and implement policies, procedures, and service improvement initiatives that enhance employee effectiveness, operational performance, customer experience, and Control Center efficiency.
- Support continuous improvement efforts by identifying operational gaps, developing customer service improvement plans, and driving initiatives that advance departmental and organizational objectives.
- Provide subject matter expertise and operational support for Computer Assisted Scheduling and Dispatching (CASD), automatic vehicle location systems, telephone systems, and other internal technologies used in service delivery and performance management.
- Utilize operational systems and data to identify performance improvement opportunities, prepare weekly and monthly operational reports, and support data-driven decision-making.
- Lead and support operational initiatives across Demand Response services while ensuring effective coordination among Service Coordinators, dispatch centers, drivers, customer service staff, and other stakeholders.
- Collaborate with leadership, service providers, and internal stakeholders to ensure compliance with ADA complementary paratransit requirements, labor agreements, organizational policies, and service standards.
- Foster and maintain a positive safety culture by promoting the health, safety, and security of employees and ensuring transportation services are delivered safely and effectively for all passengers, particularly individuals with disabilities; communicate operational issues, trends, and performance concerns with service providers to support continuous service improvement.
- Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.
- Perform other position related duties as required and/or assigned.
- Direct and manage department personnel by planning, scheduling, delegating, and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including hiring and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.
- As a member of the Service Impacts Core Team, attend weekly meetings to ensure that Tier 1 and 2 Service Impacts are processed smoothly throughout the agency, ultimately to provide the greatest service possible to customers; Tier 1 and 2 Service Imp
- for any list of duties/requirements/benefits". The responsibilities are a list of duties, so we should put each duty as
- . We need to preserve all substantive information; not invent or summarize away detail. So we need to extract each duty statement. Let's parse responsibilities block: "Operations & Service Delivery Leadership Supervise and coordinate daily Demand Response Control Center operations, including dispatch, scheduling, customer day-of-service communications, work assignments, and service delivery decisions to ensure safe, efficient, and reliable transportation services. Monitor operational performance metrics, including on-time performance, vehicle productivity, schedule effectiveness, call center productivity, diminished runs, and dispatch quality; analyze trends and implement corrective actions to achieve departmental goals. Evaluate service demand, run performance, and optimization tools to develop and implement run cuts, schedules, and service improvements that support operational efficiency and customer service objectives." "Staff Leadership, Development & Performance Management Lead, supervise, and develop Service Coordination staff through coaching, training, mentoring, performance evaluations, quality assurance observations, productivity assessments, and corrective or disciplinary actions to ensure accountability and high performance. Partner with Human Resources in workforce planning activities, including recruitment, selection, onboarding, and training of new and temporary staff. Serve as the primary trainer for Service Coordinators, overseeing classroom instruction and ongoing development for dispatch, scheduling, customer service, and operational processes." "Training, Process Improvement & Program Development Develop, implement, and maintain training programs, operating procedures, checklists, and technical training materials to support effective use of scheduling, dispatch, and call center systems. Recommend, develop, and implement policies, procedures, and service improvement initiatives that enhance employee effectiveness, operational performance, customer experience, and Control Center efficiency. Support continuous improvement efforts by identifying operational gaps, developing customer service improvement plans, and driving initiatives that advance departmental and organizational objectives." "Technology, Reporting & Operational Support Provide subject matter expertise and operational support for Computer Assisted Scheduling and Dispatching (CASD), automatic vehicle location systems, telephone systems, and other internal technologies used in service delivery and performance management. Utilize operational systems and data to identify performance improvement opportunities, prepare weekly and monthly operational reports, and support data-driven decision-making. Lead and support operational initiatives across Demand Response services while ensuring effective coordination among Service Coordinators, dispatch centers, drivers, customer service staff, and other stakeholders." "Compliance, Safety & Stakeholder Collaboration Collaborate with leadership, service providers, and internal stakeholders to ensure compliance with ADA complementary paratransit requirements, labor agreements, organizational policies, and service standards. Foster and maintain a positive safety culture by promoting the health, safety, and security of employees and ensuring transportation services are delivered safely and effectively for all passengers, particularly individuals with disabilities; communicate operational issues, trends, and performance concerns with service providers to support continuous service improvement." "CapMetro SMS Support & Other Duties Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported. Perform other position related duties as required and/or assigned." "Responsibilities - Supervisor And/Or Leadership Exercised Direct and manage department personnel by planning, scheduling, delegating, and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring and interviewing, and overseeing hiring, training, work assignments, and performance evaluations." We need to include all these as list items. Could group under subheadings? Not required; just list items. Now Qualifications: "WHAT YOU BRING High School Diploma or GED Eight (8) years of progressively responsible transit dispatch and scheduling, transportation logistics, transit management or demand response experience. Two (2) years of supervisory/lead experience of control center staff in a bargaining unit environment preferred." That's qualifications. Knowledge, Skills And Abilities: This could be Skills section. It includes bullet-like sentences. "Working knowledge of transit dispatch and scheduling practices, planning methods, and performance measurements. Skill in planning and completing assignments independently; highly organized and detail oriented. Strong skills with analyzing data, troubleshooting, problem solving and reviewing information for accuracy and completeness. Set a positive and professional example for others to emulate. Communicate effectively, both verbally and in writing. Establish and maintain positive working relationships with co-workers and the public. Effective use of a PC and common office functions, including keyboard and mouse usage, and strong working knowledge of Windows, Excel, MS Office and electronic mail software applications." We can put these as
- under Skills.
Service Impacts Core Team Member: This is additional info; could be part of Responsibilities or a separate section? Not exactly a standard heading; but we could include under Responsibilities as extra duty. However we already have responsibilities; we could add as list item.
Work Environment and Physical Demands: This could be a section but not among allowed headings (About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Not listed, so we should not create a heading for it. However we need to preserve ALL substantive information; but we cannot create new headings beyond those allowed. The instruction: "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., implying those are examples; but also says "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". It doesn't forbid other headings, but the examples are those. Safer to stick to those headings only. However we need to preserve all substantive information; if we omit work environment info, we lose info. Could we embed that info under Responsibilities or Qualifications? Probably not appropriate. But maybe we can include under Responsibilities as additional duty? Not ideal. But the instruction says "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It may allow other headings if needed, but they gave examples. Usually they'd expect only those headings. However the work environment info is substantive; we could include under Responsibilities as a list item? Might be okay. Similarly "WORK AUTHORIZATION Visa sponsorship is not available for this position. All applicants must be currently authorized to work in the United States." That's also substantive; could be under Qualifications? Might be under Requirements? Could be under Qualifications as a requirement. "Mobility Status As an Onsite position..." also substantive. "COMMITMENT TO EQUAL EMPLOYMENT OPPORTUNITY" is boilerplate EEO; we should remove. Thus we need to incorporate Visa authorization and mobility status somewhere. We could add a section "Requirements" for things like work authorization, mobility status, etc. The heading "Requirements" is allowed. So we can put those under Requirements. Thus sections: - About the role (from WHO WE'RE LOOKING FOR) - Responsibilities (list of duties) - Requirements (visa auth, mobility status, maybe also work environment? but we can include work environment here as well) - Qualifications (education, experience) - Skills (knowledge, skills, abilities) - Benefits, Pay, Schedule: not present, so omit. We must not create empty sections. Now we need to output HTML fragment only. Let's craft.
About the role
The Supervisor, Demand Response - Service Coordinator reports directly to the Manager, Demand Response Operations. This position is responsible for overseeing the safe, effective, efficient and reliable delivery of demand response transportation 24 hours a day, 7 days a week.
Responsibilities
- Supervise and coordinate daily Demand Response Control Center operations, including dispatch, scheduling, customer day-of-service communications, work assignments, and service delivery decisions to ensure safe, efficient, and reliable transportation services.
- Monitor operational performance metrics, including on-time performance, vehicle productivity, schedule effectiveness, call center productivity, diminished runs, and dispatch quality; analyze trends and implement corrective actions to achieve departmental goals.
- Evaluate service demand, run performance, and optimization tools to develop and implement run cuts, schedules, and service improvements that support operational efficiency and customer service objectives.
- Lead, supervise, and develop Service Coordination staff through coaching, training, mentoring, performance evaluations, quality assurance observations, productivity assessments, and corrective or disciplinary actions to ensure accountability and high performance.
- Partner with Human Resources in workforce planning activities, including recruitment, selection, onboarding, and training of new and temporary staff.
- Serve as the primary trainer for Service Coordinators, overseeing classroom instruction and ongoing development for dispatch, scheduling, customer service, and operational processes.
- Develop, implement, and maintain training programs, operating procedures, checklists, and technical training materials to support effective use of scheduling, dispatch, and call center systems.
- Recommend, develop, and implement policies, procedures, and service improvement initiatives that enhance employee effectiveness, operational performance, customer experience, and Control Center efficiency.
- Support continuous improvement efforts by identifying operational gaps, developing customer service improvement plans, and driving initiatives that advance departmental and organizational objectives.
- Provide subject matter expertise and operational support for Computer Assisted Scheduling and Dispatching (CASD), automatic vehicle location systems, telephone systems, and other internal technologies used in service delivery and performance management.
- Utilize operational systems and data to identify performance improvement opportunities, prepare weekly and monthly operational reports, and support data-driven decision-making.
- Lead and support operational initiatives across Demand Response services while ensuring effective coordination among Service Coordinators, dispatch centers, drivers, customer service staff, and other stakeholders.
- Collaborate with leadership, service providers, and internal stakeholders to ensure compliance with ADA complementary paratransit requirements, labor agreements, organizational policies, and service standards.
- Foster and maintain a positive safety culture by promoting the health, safety, and security of employees and ensuring transportation services are delivered safely and effectively for all passengers, particularly individuals with disabilities; communicate operational issues, trends, and performance concerns with service providers to support continuous service improvement.
- Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.
- Perform other position related duties as required and/or assigned.
- Direct and manage department personnel by planning, scheduling, delegating, and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including hiring and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.
- As a member of the Service Impacts Core Team, attend weekly meetings to ensure that Tier 1 and 2 Service Impacts are processed smoothly throughout the agency, ultimately to provide the greatest service possible to customers; Tier 1 and 2 Service Imp