Dispatcher/Scheduler

JOB SUMMARY:

Under the direction of the Operations Manager, the Dispatcher/Scheduler coordinates transportation requests with the public, medical offices, hospitals, nursing homes, and others through Kendall County. The Dispatcher/Scheduler handles all incoming calls related to the creation of the schedule. Arrange and rework the schedule so that transit service is provided in the most efficient, safe, productive, and cost-effective manner. The Dispatcher/Scheduler handles incoming calls related to daily scheduled paratransit operations; assists in routing, scheduling, and assigning bus operator personnel; answers questions and records actions; responds to emergency telephone requests as appropriate, referring to supervisor as needed; operates a two-way radio; maintains computerized records and files related to the KAT program.

POSITION CONTEXT:

The position of Dispatcher/Scheduleris assigned to the KAT program, under VAC. This positionis under the direct supervision of the Operations Manager and is required to work hours designated to status with periodic overtime, including evenings, weekends, and odd hours. Occasional travel of distance may be required. TheDispatcher/Schedulerworks the majority of the time in an office environment but occasionally may be given some field assignments. This position routinely handles highly sensitive and/or confidential information and will represent VAC in a variety of capacities. In addition, this position is responsible for employee oversight of several bus operators. Bilingual proficiencyin English and Spanish would be helpful in this position.

EXAMPLES OF MAJOR RESPONSIBILITIES AND DUTIES:

• Receives calls and schedules trips accordingly; maintain a master schedule.
• Communicating correctly all appropriate policy information to customers and those inquiring about KAT services.
• Ensuring a client is registered before riding KAT.
• Entering new clients into and regular updating of the Registered Riders database.
• Planning and preparing documents (reports, records) for the purpose of answering questions and recording actions.
• Keeping both manual and computerized records (time sheets, mileage, equipment uses, etc.) for the purpose of the efficient operation of the department.
• Checking transit routes to ensure integrity of schedules.
• Maintaining a variety of records and files related to the KAT program, including trip denial logs.
• Maintain familiarity with VAC and KAT policies and procedures and review at least annually.
• Support dispatchers and bus operators as necessary, (i.e., may have to fill in on occasion for sick time/vacation).
• Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

Knowledge of:

• Kendall County topography, roads, streets, development, and neighborhoods
• Methods, materials, and equipment used to provide for an effective transportation program.
• Laws and regulations governing the transportation of paratransit passengers.
• Office, scheduling, and computerized practices
• Record keeping procedures.
• Customer service practices and procedures
• Rules, regulations, practices and procedures affecting transit safety.
• Community and public transit practices and procedures
• Various transportation modes including fixed route and paratransit services.

Skills:

• Oral and written communication skills, including the ability to prepare comprehensive reports.
• Computer software and internet Especially Microsoft Office (Word, Excel, Access, and Outlook), Google Maps, GIS maps, and other internet search options
• Excellent customer service and people skills
• Attention to detail must be extremely detailed oriented.
• Bilingual inEnglish and Spanish is a plus.

Ability to:

• Multitask competently, as this position requires attention of several tasks going on at the same time.
• Communicate orally in the English language with individuals in a face-to-face, oneon-one or group setting, or by telephone.
• Produce documents written in the English language with clearly organized thoughts using proper sentence construction, punctuation, and grammar.
• Work cooperatively with other VAC employees, municipal and non-profit figures, and the public.
• Work safely without presenting a direct threat to self or others.

WORKING CONDITIONS:

While performing the office duties of this job, the employee works a majority of the time in a temperature-controlled, non-smoking environment. Some infrequent field work may require exposure to inclement weather conditions. The noise level varies but is generally moderately noisy. Some local, county, or state travel may be required, including overnight stays.

PHYSICAL DEMANDS:

The duties of this position require frequent sitting, infrequent standing, bending, and reaching. May require lifting or moving objects up to 30 lbs. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone and other office equipment. Requires normal range of hearing, talking, and vision indicative of communicating with customers and drivers over telephones and two-way radio devices.

EQUIPMENT USED:

General office equipment including personal computers, printers, scanners, copiers, phones, faxes, and software. In addition, occasionally operating two-way radio systems and job demands may require use of agency vehicles, including light-duty, medium-duty, and super-medium duty vehicles.

MINIMUM QUALIFICATIONS REQUIRED:

Education: High school diploma, or equivalent is required. Valid Illinois driver's license required by date of hire.

Experience: Minimum three years previous work experience in a comparable organization performing related responsibilities and tasks, with increasing levels of responsibility and supervisory background.