Para-Transit Dispatcher

Job content

About MVTJob DescriptionMVT Canadian Bus, Inc. proudly operates the specialized transit service for the City of St. John’s (Go Bus). The team at MVT is committed to being a company that makes a difference in people’s lives by inspiring our employees, treating our customers as part of the family, and making our communities even better places to live. Our Go Bus team is looking to hire Part-Time/Casual Dispatchers ($18.02-21.20/hr)

• During this unprecedented time, we are truly grateful to all of our dedicated MVT employees and those joining the MVT team in critical areas to provide essential transportation and support. With the impact of COVID-19 throughout our communities, the safety and well-being of our employees and the passengers we serve remains our #1 priority. MVT’s continued commitment includes providing personal protection for our drivers, daily/frequent sanitizing and cleaning of all our vehicles and facilities, Coronavirus Operations Response Plan (CORP) training, and keeping our employees and customers continually informed to ensure their safety.

Position SummaryThe Dispatcher provides direction to and maintains two-way communications with all Para-Transit Vehicle Operators while monitoring system performance. The Dispatcher also accepts trip reservations, collects all necessary data to schedule trips and makes scheduling adjustments where necessary to maximize on-time performance, minimize customer wait times for on-call or will-call services, minimizing service disruptions as a result of vehicle/operator availability and/or emergency situations.Key Responsibilities & AccountabilitiesThe following is not intended to be a comprehensive list of the essential functions of the Dispatcher position but rather a general description of some of the requirements necessary to carry out the duties and responsibilities of this position. The Dispatcher must be able to perform the following tasks, among others:

• Answers passenger calls in a timely manner and minimize hold times
• Collects all necessary trip information for the permissible time period including multiple reservations
• Provides system information for current and new passengers as well as potential passengers on accessing the service and using it effectively
• Completes data entry of passenger file information and for specific trip requests, negotiated requested times where necessary or appropriate
• Schedules passenger trip requests manually or through the use of automated systems to achieve system goals (productivity, on-time performance, efficiency, minimum ride lengths etc.) and considering operator and vehicle availability and vehicle capacity types
• Reschedules trips when necessary in the event of operator or vehicle shortages, vehicle malfunction, traffic, or emergency situations and in consideration of project work scheduling policies
• Provides feedback to passengers in the way of follow-up calls as a course of duty or as required schedule changes
• Communicates passenger cancellations in a timely manner to vehicle operators
• Maintains up to date passenger record in customer database, making all necessary changes in status, client contact information, fare/rider type or other important field entries
• Assigns work, vehicles and onboard equipment to operators and maintain check-out logs
• Assigns stand-by or extra board operators in the event of operator absences, increased service volumes or in order to minimize service disruptions as a result of traffic, vehicle malfunctions, operator problems and/or emergency situations
• Reviews Pre-trip inspections and reassign vehicles as necessary for safety defects and out of service conditions
• Maintains attendance log for operators and other appropriate staff
• Assigns vehicles giving consideration to preventive maintenance schedules and capacity needs
• Maintains two-way communication with operators, providing information on customers, cancellations, and directional assistance where necessary
• Monitors operators and trip status, making adjustments and reassignments as necessary to ensure on time performance
• Maintains scheduling and performance data in the event of real-time operations
• Provides assistance to operators in the event of emergency or vehicle malfunctions, communicating with operations, safety and maintenance staff where appropriate
• Assigns will-call and same day trips to available and appropriate vehicles in order to ensure on-time performance, minimize wait and ride times and to maintain system productivity
• Reconciles trip manifests and fares collected by operators upon check-in
• Secures all equipment issued to operators at pull out upon check-in
• Reviews post-trip inspections and communicate potential problems to maintenance staff
• Provides assistance to passengers in using the service as well as when inquiring about individual trip
• Documents accurately and appropriately daily events related to service
• Collects any lost and found articles and catalog, attempt to contact appropriate passengers where possible
• Maintains a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees
• Communicates effectively with operations staff regarding scheduling or passenger issues
• Opens and/or close facility depending upon work shift
• Maintains professional demeanor and appearance
• Demonstrates regular and consistent attendance and punctuality in compliance with the company attendance policy
• Handles multiple tasks accurately and effectively in a fast paced environment
• Works flexible hours and on weekends as required
• Other duties as assigned

Working ConditionsThe Dispatcher works in an office environment. The Dispatcher may be called upon after hours from time-to-time by managers, in an emergency, or other reasons as required. The job requires the following physical activities: sitting, standing, walking, pushing, pulling, loading and unloading, typing, filing, answering phones.Qualifications

• High School Diploma or Equivalent
• Posses a clear Criminal Record (related to the position)
• Previous data entry, dispatching, customer service, supervisory and/or operating experience preferred

Knowledge, Skills, & Abilities

• Ability to read, write and speak the English language clearly
• Knowledge of the Para-Transit service area
• Strong customer service skills
• Data entry experience and general knowledge of windows-based computer operating system and Microsoft Office package,
• Ability to use multi-line phone system and handle multiple tasks concurrently
• Ability to supervise
• Ability to work independently and follow directions
• Ability to adapt and remain flexible in a dynamic environment
• Ability to communicate effectively with passengers, passenger representatives, agency staff and vehicle operators
• Ability to remain calm and manage emergency situations and ensure the safety of all passengers and employees
• Ability to communicate effectively and work with all departments
• Must deal politely and patiently with the public and have a pleasant personality
• Must have an ability to develop and maintain a good working relationship with other staff
• Must conduct ones’ self calmly and efficiently in a stressful situation
• Ability to plan ahead and schedule work

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties and skills required of individuals in the job.