RTS Access Dispatcher

ABOUT RTS ACCESS: RTS Access provides complementary service, also known as
"paratransit service," to the RTS fixed route system. This form of
transportation is available to those customers with disabilities who are unable
to utilize the RTS fixed route system for all or some of their transportation
needs.

OVERVIEW:

The Dispatcher is responsible for dispatching and coordinating the movement of
Bus Operators and paratransit vehicles, facilitating the deployment of safe and
efficient paratransit service, monitoring Bus Operators to ensure policy and
procedural compliance, assisting customers by scheduling and cancelling rides
and providing information about service, and maintaining operational and service
records, logs, and other data.

HOURS: RTS Access operates 7-days per week from 4:00am until 1:00am. General
Dispatcher work schedule is a 10-hour day for four (4) days and may vary
depending on the bid pick. Exact workdays are TBD; work hours will be
3:00pm-1:00am. This is a union environment.

Starting rate in accordance with the Teamsters, Local 118 collective bargaining
agreement: $18.00 per hour

ESSENTIAL FUNCTIONS:

Utilize dispatching software to complete operator assignments, dispatch
operators/vehicles and monitor transportation activity of prearranged schedules,
modify and update schedules on the day of transportation to improve service, to
include active management of on-time operator departures, late transportation
concerns, verification of bus locations in response to customer request or no
shows, and service closures in accordance with the current operator collective
bargaining agreement.
Support Bus Operators through standard operating procedures and real-time
problem solving including but not limited to bus availability, vehicle
change-offs & breakdowns, accidents or incidents and operator call-offs. Ensure
proper completion of all operator reporting in the case of accidents or
incidents.
Coordinate vehicle movement by way of communicating potential road
obstructions or weather concerns; maintaining the highest standards of safety
possible.
Prepare run rosters and Bus Operator manifests, ensuring all prearranged
work schedules are properly assigned, merged, or closed in accordance with the
current operator collective bargaining agreement.
Maintain positive communication with Bus Operators via messaging or voice
communication as required.
Maintain positive communication and liaise with RTS Radio Control, Road
Supervisors, Maintenance, and other personnel within the organization as
required.
Complete all assigned daily administrative tasks including but not limited
to the preparation and issuance of operator clipboards/collection
bags/passes/keys and the collection and accounting of fares.
Provide friendly and professional customer service; schedule or cancel
rides; confirm ride times, explain service, and/or answer questions; answer
telephone calls to office during off-hours.
Monitor and report on Bus Operators' dress code, radio conduct, pre- and
post- trip inspection processes, general performance. Policy and procedural
violations and other performances issues are reported to Manager of Access
Operations.
Collect and coordinate all operator survey input and other suggestions,
provide response to operators and report on opportunities to improve service.
Assist administrative staff with general office duties.

ADDITIONAL RESPONSIBILITIES:

Must be able to work flexible shifts extending across a 10-hour per day
operating schedule.
Other duties as assigned.

EDUCATION & EXPERIENCE:

High School Diploma or GED.
At least three years' experience working in a dispatcher role.
An equivalent combination of education and experience sufficient to
successfully perform the essential duties of the job such as those listed above.

KNOWLEDGE, SKILLS & ABILITIES:

Ability to perform a variety of routine duties involving the use of
procedures and the application of clearly prescribed standard practice. The
incumbent at times will be required to make decisions and use sound judgment in
cases where defined policies may not explicitly address a situation.
Ability to work from objectives defined by the supervisor or by explicit
procedures and rules. Proceeds alone on routine work and refers questionable
cases to supervisor. Finished work not regularly reviewed by supervisor.
Performance of tasks and activities are reviewed by supervisor on a scheduled
basis.
Strong computer skills, including basic knowledge of MS Windows, MS Outlook,
MS Word, Trapeze, OrbCAD and Orb-Star and intermediate knowledge of Microsoft
Excel preferred.
Ability to effectively operate two-way radios and office equipment.
Excellent customer service skills; customer focused.
Excellent verbal and written communication skills; ability to effectively
and professionally communicate with diverse constituencies.
Strong organizational skills; attentive to detail; ability to follow through
on tasks from beginning to end.
Flexibility; ability to quickly adapt to change.
Ability to handle stressful situations; ability to focus under pressure.
Ability to work independently and within a team.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

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 employee is regularly required to
sit while using hands to finger, handle, or feel objects, tools, or controls.
The employee frequently is required to talk, hear, see, and use a computer.
Specific vision abilities required by this job include close vision, peripheral
vision, depth perception, and the ability to adjust focus. The employee is
occasionally required to stand, walk, reach with hands and arms, and stoop,
kneel, crouch, or crawl. The noise level in the work environment is usually
moderate.

ADDTIONAL INFORMATION:

Rochester Genesee Regional Transportation Authority (RGRTA) is committed to
equal opportunity for all, without regard to race, religion, color, national
origin, citizenship, sex, sexual orientation, gender identity, age, veteran
status, disability, genetic information, or any other protected characteristic.
RGRTA will make reasonable accommodations for known physical or mental
limitations of otherwise qualified employees and applicants with disabilities
unless the accommodation would impose an undue hardship on the operation of our
business.