PARATRANSIT SCHEDULER

Job description

SUMMARY:

Under the direction of the Paratransit/ADA Program Manager, the Paratransit-Scheduler Coordinator assures that all the paratransit drivers’ schedules are provided efficiently and appropriately. Ensures thorough and professional communication with drivers/control central with a calm demeanor while working in a busy and diverse workplace.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Coordinate the daily operation of the fleet of drivers, ensuring timely completion of assigned

workload by reviewing and revising the schedules as necessary.

• Makes decisions accurately and independently.

• Contacts a supervisor when needing input.

• Able to organize self and workload in an efficient and effective manner.

• Reviews and prepares next days’ schedules.

• Utilizes radio and telephone communication.

• Uses a two-way radio to communicate information with drivers.

• Speaks in a clear and sensitive way when interacting with others.

• Handles stressful situations without compromising service or quality.

• Delivers instructions over the radio to drivers as needed.

• Accurately completes all required paperwork and data entry.

• Records decisions accurately and independently.

• Adds information on ride requests into computer.

• Ensure the proper documentation/forms are completed after accidents or unusual incidents.

• Scheduling daily to assure the drivers are receiving communication efficiently.

• Develops and reviews schedules to cover all hours of operation.

• Plans accordingly to provide optimum utilization of Company resources.

• Ability to closely monitor expenditure of van and driver hours as budgeted.

• Maintains professional attitude and performance in all interactions with clients and staff.

• Adheres to Company Confidentiality standards.

• Monitors radio, telephones and on-road provision of service to ensure quality.

• Monitors and completes Paratransit Operator sign-in and sign-out daily.

• Monitor service to ensure it meets the parameters set forth in the Americans with Disabilities Act.

• May dispatch Paratransit Operators to ensure adequate disbursement of trips between all assigned routes.

• Monitors daily system performance.

• Analyze and adjust computer dispatch schedules for conditions affecting passenger service.

• Maintain two-way communication with operators, providing information on customers, cancellations, and directional assistance where necessary.

• Provide appropriate troubleshooting information to field personnel so that service to the public is maintained with a minimum of delay and inconvenience.

• Participates in analysis and review of Paratransit operating performance.

• Notes closed and/or late starting of routes and communicates to management as appropriate.

• Creates, maintains and monitors computerized driver manifests/schedules; and responds to requests for service and provides a variety of information to passengers and the general public.

• Provide public transportation and paratransit dispatching and routing services to seniors, disabled individuals certified under the Americans with Disabilities Act (ADA) and the general public; dispatch fixed-route and paratransit vehicles as appropriate.

• Responsible for the direct day-to-day communications and interactions with Paratransit Operators and clients.

• Coordinates and directs the movement of vehicles for Paratransit services.

• Tracks and reports sign-in and sign-out times, assures routes are timely, and communicates Paratransit service issues to management as appropriate.

• Work requires incumbent(s) to exercise good judgement, make decisions within the limits of established policies, procedures and guidelines and provide excellent customer service.

• Responsible for the preparation, analysis and daily revisions of ParaTransit vehicles operating schedules.

• Schedulers use specialized software to individually review, monitor, group and shift trip reservations for daily CCT Connect patron travel.

• Schedules passengers for paratransit and senior van services.

• Finalizes and prints daily manifests for paratransit and senior van services.

• Coordinates scheduling of paratransit vehicles and operators in conjunction with the Operations Supervisors. Coordinates vehicle scheduling with the Maintenance Department.

• Monitors paratransit operations; dispatches operators as needed, including same-day trips.

• Other duties may be assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to work a flexible schedule including evenings, weekends and holidays.

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent (GED).

• Two (2) – three (3) years previous paratransit or dispatch experience.

• Strong computer skills with knowledge of Microsoft Office.

• Ability to learn and be proficient with new software.

• Excellent communication skills in person and over the phone.

• Experienced with a two-way communication device.

• Excellent knowledge of service area streets, landmarks, and institutions.

• Excellent understanding of traffic patterns and their impact on paratransit operations.

• Must have a positive attitude and be able to work in a team environment.

• Ability to deal patiently and in a friendly manner with external customer problems and

complaints and remain courteous when faced with difficult or angry customers.

• Must be comfortable in a production-oriented environment with quality and efficiency goals.

• Analytical skills.

• Strong passion for delivering an exceptional guest/customer experience with every

guest/customer interaction.

• Proven interpersonal skills dealing with the public required.

• Ability to interact professionally and in a friendly manner with internal customers on all levels

and be able to work well with diverse groups.

• Ability to deal patiently and in a friendly way with external customer problems and complaints

and remain courteous when faced with difficult or angry customers.

REASONING ABILITY:

• Ability to apply common sense understanding to carry out detailed written or oral instructions. Ability to deal with problems involving several variables in wide-ranging situations.

• Analytical skills.

• Strong passion for delivering an exceptional guest/customer experience with every guest/customer interaction.

• Proven interpersonal skills dealing with the public required.

• Ability to interact professionally and in a friendly manner with internal customers on all levels and be able to work well with diverse groups.

• Ability to deal patiently and in a friendly way with external customer problems and complaints and remain courteous when faced with difficult or angry customers.

DISCLAIMER STATEMENT:

The above statements are intended to describe the general nature and level of work performed. Such statements are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so qualified.

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