Dispatcher

Applications must be received by Sunday, April 21, 2024, at 9:00 pm PST for consideration.

Please attach a resume and cover letter to the application. The cover letter will be attached to the same location as the resume. Your cover letter should address why you are interested in this position and what makes you a good fit for this role. 

In-person interviews are tentatively scheduled to be held on Wednesday, May 8, 2024. Please plan to be available.

COMPENSATION: 2024 Rates

• Full budgeted pay range is $66,123.20 - $82,659.20 (Step placement upon hire will be evaluated based on the candidate's years of relevant experience)

WTA's Dispatcher position is open due to the increasing demands of the Dispatch Center. Internal promotions and variable shift requirements warrant the need for additional Dispatchers during these transitions.

JOB SUMMARY:

Dispatchers perform primary communication, coordination and organizational duties required to deliver safe, reliable, efficient and friendly service for public transportation service daily. Dispatchers' main functions include: maintaining communication, (coordination between Operators, Expediters, Maintenance and the Dispatch Center); interpreting and applying WTA policies, procedures, and Collective Bargaining Agreement (CBA) in a fast paced deadline oriented environment; utilizing transit specific software to maintain highly detailed records for scheduling work assignments, documenting absences; and monitoring and maintaining computerized driver manifests and assignments. Utilizes transit software and Microsoft Suite for record keeping. Conducts "markups" for shift assignments and vacations absences; performs most paratransit trip assignment and service delivery.

ESSENTIAL JOB FUNCTIONS:

1. Maintain communication between Transit Operators/Expediters and the Dispatch Center.
2. Process leave requests for Transit Operators, Expediters, and Dispatch Staff.
3. Ensure all leave requests match CBA and WTA policies, reporting irregularities to appropriate Operations supervisory staff.
4. Schedule extra-board Operator assignments, working with the dispatch team to assure absence needs are covered.
5. Observes budget and resource limits for service.
6. Monitor employee reports via Sign-In-Terminal (SIT) and OPS alerts.
7. Perform WTA employee Fit for Work checks.
8. Schedule passenger rides in Paratransit.
9. Ensure compliance with Americans with Disabilities Act (ADA) and WTA service standards.
10. Maintain confidentiality of WTA rider and personnel records and information.
11. Coordinates with operations supervisors about events in the field.
12. Manage vehicle assignments; coordinate bus swaps with Expediters and Fleet Lead Techs.
13. Perform emergency alarm system tests and responses to emergency alarms through Computer Aided Dispatch (CAD) system.
14. Maintain critical communications during declared emergencies according to WTA's Safety and Security Plan.
15. Record all reported incidents and accidents in the daily log.
16. Interprets and applies WTA policies, procedures, and Collective Bargaining Agreement (CBA) in all functions.
17. Reports CBA compliance problems to Operations Supervisory staff.
18. Reports safety concerns to Operations Supervisory staff or other management personnel.
19. Provide Operator performance feedback to Operations Supervisory staff as requested.
20. Completes and forwards observation reports about possible policy violations by Operations staff.
21. Receives and process telephone calls during certain hours; process lost and found items and arrange for supplies as needed.
22. Works to maintain and improve dispatch system capabilities and performance.

Fixed Route Dispatch

1. Performs and supports accurate time keeping and attendance, verifying mobile data time records (with support from paratransit dispatch), and ensuring prompt submission, calculation and transcription of exception card data.
2. Posts and conducts shift assignment markups for represented Operations staff, according to proper time parameters and procedures.
3. Posts and conducts annual vacation markup for represented Operations staff, according to proper time parameters and procedures.
4. Completes daily, weekly and monthly record keeping and statistical reporting.
5. Coordinates with training department as needed.

Paratransit Dispatch

1. Develops daily paratransit service schedules, assigning trips to appropriate runs, and maximizing service quality and system productivity and efficiency.
2. Assigns rides to contract service providers(s) when needed for service quality or system efficiency purposes.
3. Uses paratransit dispatch and mobile data systems to keep accurate record of all service.
4. Record time and mileage of paper Flex manifests.
5. Run PASS software reports and enter statistical corrections for previous day.
6. Maintains and optimizes template schedules for paratransit subscription rides.

ADDITIONAL JOB FUNCTIONS:

1. Receives and forwards public comments to appropriate agency staff.
2. Participates in solving operational problems and customer-service issues.
3. Assists with other agency-wide organizational activities.
4. Pre-trip vehicles, if certified and as required.
5. Drive in service, if certified, and as necessary.
6. Receives on-going organization training on issues related to the position in house and outside the agency (e.g., CPR/First Aid, Passenger Relations, Reasonable Suspicion, Dispatch related training etc.).
7. May participate in special projects within the division of the agency.
8. Performs other duties as assigned.

QUALIFICATIONS

Knowledge of:

• WTA policies and procedures.
• The ATU-WTA Collective Bargaining Agreement.
• Traffic laws and safety rules applicable to public transportation.
• ADA regulations and service standards as they apply to service modes.
• WTA Operations Division policies and procedures.
• WTA fixed route and paratransit systems.
• WTA fleet equipment.
• Correct English usage, spelling, grammar, and punctuation.
• Modern office procedures, methods and equipment, including computers.

Ability to:

• Plan and organize workloads, schedule and priorities.
• Create and maintain a detailed schedule of work for Operators, Expediter, and Dispatch staff.
• Produce accurate work that requires attention to details.
• Work, support, and communicate with all members of the dispatch team and other departments.
• Work professionally with, and provide friendly customer service to, co-workers, members of the public, and people from other organizations.
• Communicate effectively, and understand clearly, and concisely both in oral (over the radio), and in writing, and using WTA IT Systems.
• Remain calm in high-stress situations.
• Exhibit punctual and regular attendance.
• Work shifts as configured by WTA. Shift will include early, mid-day, night and weekend hours, possibly on a rotating basis.
• Learn and use public transportation computer applications including paratransit dispatch and mobile data systems, workforce management systems, Fixed Route CAD/AVL systems and other software applications.
• Use Microsoft Office Suites at an intermediate level.
• Use good organizational, problem-solving, analytical and logistical skills.
• Use good spatial reasoning, geographical skills and knowledge (includes ability to read and interpret maps).
• Perform accurate record keeping.

WORKING CONDITIONS, TOOLS, AND EQUIPMENT:

WTA operates fixed route and paratransit service every day except six designated holidays. Dispatchers are required to be on duty during service hours. Individual Dispatcher assignments are comprised of specific schedules and duties. Those duties are associated with either fixed route or paratransit service during a single markup period.  Dispatchers work in an intensive team environment with other Department personnel who support and direct the work activities of Operators, and the travel activities of WTA riders.  The environment is often fast paced, with frequent interruptions, distractions and changing priorities. This position occasionally requires traveling between the transit base and transit stations or other facilities. Typical equipment used to accomplish job tasks includes computer with multiple screens, multi-channel radio, printer, fax machine, photocopier, calculator, telephone and telecommunication devices for the deaf (TDDs), facility alarm systems, CCTV for facilities monitoring and video surveillance systems.

EDUCATION AND EXPERIENCE:

• High school diploma, or equivalent, required.
• Two years of experience in public transportation required.
• Two years of intermediate level computer experience required.

LICENSES OR CERTIFICATES:

• Valid Washington State driver's license in order to operate WTA vehicles.
• Applicants must have an acceptable driving record (in accordance with WTA personnel policy) and must submit a five-year driving abstract.
• Obtain and maintain a valid and current CPR card within three (3) months of hire.
• Optional certificates.  Although not required, WTA encourages Dispatchers to maintain applicable skills certificates, such as CDL's and DOT Medical Examiner's Certificates, that are relevant to this position.

PHYSICAL REQUIREMENTS:

Ability to perform essential job functions includes, but is not limited to: exposure to computer screens and sitting for extended periods of time; and communicating verbally over the telephone, radio, text and in person; operating standard office equipment; frequently standing and walking; occasionally reaching with hands and arms, stooping, kneeling, crouching and lifting or moving up to 30 lbs.  Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. WTA may make reasonable accommodations to enable individuals with disabilities to perform the essential functions.

SPECIAL REQUIREMENTS:

All offers of employment are contingent upon successful completion of a pre-employment drug screen. This position is classified as safety sensitive and participates in WTA's Drug and Alcohol Awareness Prevention Program (DAAPP), including random drug and alcohol testing, is a condition of hire and a requirement of continued employment.