The Transportation Dispatcher, under general supervision, leads the daily scheduling and direction of vehicle movement for the Union County Transportation fleet to enable transportation services to be provided to Union County residents. The Dispatcher's work involves: receiving service requests from clients, communicating with drivers via two-way radio and phone, completing analysis of vehicle schedules and other logistics and providing direction to enable efficient coordination and routing of client trips, ensuring funding sources are correct when scheduling trips to enable accurate record keeping. Work requires considerable tact and courtesy in dealings with the public, drivers, and representatives from community partners. Assists in the daily service operations of the Human Service Agency's Transportation Division.

As part of the recruitment process for this position, an online skills assessment is required to test the abilities needed to fulfill the essential functions of this job. After completing the application, please copy and paste the following link to complete the assessment:

https://www.ondemandassessment.com/link/index/JB-EMBHDSC05?u=86102

Please note: Any candidates (internal or external) not taking the required tests as part of the application process will not be considered.

Complies with policies and procedures set forth by the Transportation Department, Union County, NCDOT, and FTA.

Demonstrates outstanding organizational and multitasking abilities.

Performs a variety of duties, often changing from one task to another with frequent interruptions and/or distractions.

Is able to actively listen and communication effectively.

Exhibits sound judgment and critical thinking.

Ensures daily scheduling of Transportation fleet vehicles by developing plans to provide requested client trips in the most efficient way possible.

Reviews, organizes, and maintains trip manifests to maximize route efficiency.

Assesses unexpected problems with transportation (e.g., flat tire, unexpected roadway closure) and helps develop a plan to limit disruptions in client transport schedules.

Maintains timely, accurate communication practices to serve as a liaison with parties, including drivers, clients, administrative team members, and fleet maintenance.

Reviews daily route-related logistics, assists with documentation of patterns or inefficiencies and recommends process changes to maximize efficiency and service miles provided to clients.

Assists with training new drivers and provides ongoing coaching for experienced drivers on activities including radio etiquette, tablet utilization, and planning execution of scheduled routes.

Ensures that driver manifests are provided to the drivers daily via email and/or printed copy.

Operates a two-way radio system for monitoring and communicating with Transportation drivers throughout the day.

Responds to incoming calls daily from eligible County citizens.

Maintains courteous communications in handling travel requests. Provides passengers with an estimated wait time and/or pick-up time.

Responsible for assuring that next-day cancellations are provided to the appropriate driver when they are received after the distribution of schedules. Provides cancellation and no show policy information as well as other information regarding the use of the transit system as needed.

Ensures that any information received from the general public and agency representatives is captured accurately and either entered directly into the scheduling system or forwarded to the scheduler (reservationist) to enter into the scheduling system.

Understands best practices and stays up-to-date on processes associated with the most current release of transportation scheduling and dispatching software and other related technology applications.

Stays abreast of changes to maps, demographic information, street signs, transportation routes, etc.

Stays abreast of handicap entries to buildings, etc. Informs drivers of barriers to transportation routes.

Prioritizes calls according to urgency and importance.

Receives emergency calls from drivers and is responsible for contacting Emergency Communications (911) to dispatch ambulance service, police, etc., as required. Must gather facts while remaining calm and focused during emergency situations, giving only appropriate facts while providing information to the Emergency Communications Telecommunicator and transmitting to pertinent staff.

Maintains computer-generated logs of all service requests; updates client information, driver hours, mileage, and passenger information for reporting purposes; and responds to calls and service requests promptly, with courtesy.

Advises the Supervisor/Program Manager of any field problems such as accidents, vehicle breakdowns, etc., and assists in resolution upon request.

Monitoring weather reports or notifying authorities if necessary.

Demonstrates the ability to develop and maintain cooperative and courteous relationships with division employees, staffers and managers in other divisions, representatives from organizations, and the general public so as to maintain goodwill toward the division and project a good division image.

Covers other Transportation staff positions when required or requested. This may include driving a transportation vehicle in the event of driver shortage or heavy schedule demand, as well as providing coverage for Transportation office staff (e.g., Reservationist/ Scheduler, Billing Representative, etc.).

Coordinates between drivers and mechanics to ensure vehicle maintenance is addressed.

Responds to the activation of the County’s Emergency Operations Center (EOC) to assist with providing emergency transportation services as appropriate when directed.

Represents the County, Human Services Agency, and program in a positive light by demonstrating the “Union County Way” of customer service with all staff, internal and external business partners, and customers by communicating in a timely, tactful, consistent manner, both with clear, accurate written information and verbally with poise, voice control, and confidence.

Maintains high standards of accuracy in work products and while completing all duties.

Coordinates hands and eyes rapidly and accurately in using office equipment.

Performs a variety of duties, often changing from one task to another with frequent interruptions and/or distractions.

Maintains effective and efficient output of all duties and responsibilities.

Attends work regularly and adheres to County policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time off requests.

Maintains an enthusiastic, self-reliant, and self-starting approach to meeting job responsibilities and accountabilities. Strives to anticipate work to be done and initiates proper and acceptable direction for completion of work with a minimum of supervision and instruction.

Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice and researches problems, situations, and alternatives before exercising judgment.

Shares knowledge with supervisors and staff for mutual and County benefit. Contributes to maintaining high morale among all County employees. Develops and maintains cooperative and courteous relationships with department employees, staffers, and managers in other departments, representatives from organizations, and the general public so as to maintain goodwill toward the County and project a good County image. Tactfully and effectively handles requests, suggestions, and complaints from other departments and persons in order to maintain goodwill within the County. Interacts effectively with fellow employees, professionals, and the general public.

Demonstrates integrity while building relationships and trust. Demonstrates sound moral and ethical principles at work in the performance of duties.

Performs other related duties as assigned.

MINIMUM QUALIFICATIONS

Education and Experience:

High School Diploma or an acceptable equivalency diploma (GED), and two (2) years of experience in general office work, telecommunications, dispatch, call center, customer service or related field; or equivalent combination of education and experience.

Licenses or Certifications:

Must have a valid Driver’s License and be able to maintain a safe driving history as defined by the Union County Vehicle Use Policy.

PREFERRED QUALIFICATIONS

Education and Experience:

High School Diploma or an acceptable equivalency diploma (GED), and four (4) years of dispatch experience, or, two (2) years of dispatch experience and two (2) years of experience as a driver operating in an environment that requires “on-time” delivery of passengers or products.

Licenses or Certifications:

Must have a valid Driver’s License and be able to maintain a safe driving history as defined by the Union County Vehicle Use Policy.

PHYSICAL DEMANDS

Must be physically able to operate a variety of machinery and equipment including computers, typewriters, copiers, radios, fax machines, calculators, printers, conversion van/LTV, mini-van w/ramp, and/or handicapped vans/LTV with automated lifts, two-way radio, telephone, etc. Must be able to perform light work exerting up to 40 pounds of force occasionally, 10 pounds of force frequently, and negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects, including the human body. This job is rated as Light work.

WORK ENVIRONMENT

Work is performed in a dynamic environment that requires the need to be sensitive to change and responsive to changing goals, priorities, and needs.

Union County

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Transportation Dispatcher