Dispatch Scheduler - Router

Center for Elders' Independence; Oakland (CA); On-site; USD 34,440 - 45,460; Full time

Job summary

Center for Elders’ Independence in Oakland, CA is seeking a Dispatcher Scheduler to create optimal routes for participant pickups and drop-offs. Under the Dispatch Supervisor, you will coordinate with the dispatch team and other departments to ensure timely, accurate transportation planning.

The role requires 1–2 years in transportation scheduling, strong computer skills, and excellent customer service. You will develop route templates, handle special requests, and generate performance reports

Qualifications

• High school diploma or equivalent.
• 1-2 years’ experience in transportation related industry as a router/scheduler.
• Experience in a customer service role demonstrating excellent skills in customer service recovery.
• Excellent interpersonal skills.
• Strong computer skills – word processing, spreadsheets and databases.
• Phone experience in a call center environment is a plus.
• Strong administrative skills including organization and ability to work independently.
• Ability to effectively problem‑solve complex issues.
• Strong verbal and written communication skills.
• Ability to work as a team player in a multi‑cultural, inter‑disciplinary setting.
• Bilingual a plus but not required.

Responsibilities

• Plans the schedule of routes for each driver for timely pickup and drop off of participants.
• Determines the number of participant rides daily and the most precise usage of available vehicles / drivers.
• Prepare specific request notes identifying any special requests or special needs and ensure they are in the transportation management system.
• Maximize driver and vehicle efficiency by identifying and assigning unscheduled return trips to the nearest driver.
• Use notes from previous day to update current and future dated pickups and drop offs.
• Maintains the most current route templates on file to use for upcoming service days.
• Schedule and route the outside medical appointments to maximize efficiency and reduce travel/wait times.
• Pro‑actively troubleshoot and anticipate possible pick up and drop off issues and find solutions promptly.
• Generate reports on route optimization, performance metrics and cost analysis for department supervisor.
• Provide recommendations and insights for future route planning and route optimization.
• Schedule next day and beyond outside medical appointments using current methods and tool(s) provided.
• Ensure schedules are updated and planned up to 7 days in advance.

Skills

Customer service

Interpersonal skills

Administrative skills

Computer skills

Call center experience

Education

High school diploma

Tools

Word processing

Spreadsheets

Databases

Job description

JOB DESCRIPTION FOR SCHEDULER / ROUTER

The Center for Elders’ Independence is a PACE (Program of All-Inclusive Care for the elderly) organization that uses an interdisciplinary team approach to care planning and care implementation for the purpose of providing high quality, affordable, integrated health care services to the elderly, including an Adult Day Health Center, and promoting autonomy, quality of life and the ability of individuals to live in their communities.

The hourly pay range for the Dispatch Scheduler - Router position at Center for Elders’ Independence is $25.00 to $33.76. Placement within the range is determined based on job-related factors such as relevant experience, skills, abilities, internal equity, and market data, consistent with CEI’s annual compensation review and established compensation practices.

The Position: Under the supervision of the Dispatch Supervisor, the Scheduler / Router has the primary duty of creating optimal routes for the pickup and drop off of participants for any CEI approved transportation trip. This position works closely with the dispatch team, the transportation coordinator team and the dispatch supervisor to ensure any changes are made accurately and timely to reduce errors.

DUTIES AND RESPONSIBILITIES

• Plans the schedule of routes for each driver for timely pickup and drop off of participants. Determines the number of participant rides daily and the most precise usage of available vehicles / drivers (including 3rd Party transportation providers) to most efficiently service those participants.
• Determines the most appropriate utilization of bus space in relation to the number of participants, and the amount of durable medical equipment.
• Prepare specific request notes identifying any special requests or special needs desired or required by participants and ensure they are in the transportation management system.
• Maximize driver and vehicle efficiency by identifying and assigning unscheduled return trips to the appropriate driver located in the nearest area.
• Use any notes from previous day to update current and future dated pickups and drop offs.
• Maintains the most current route “templates” (plans) on file to use for upcoming service days.
• Schedule and route the outside medical appointments, internal medical appointments to maximize efficiency and reduce participant travel and wait times.
• Pro‑actively troubleshoot and anticipate possible pick up and drop off issues and find solutions promptly.
• Generate reports on route optimization, performance metrics and cost analysis for department supervisor.
• With feedback from Dispatch Supervisor and Transportation Director, make suggestions on continuous route improvements.
• Provide recommendations and insights for future route planning and route optimization.
• Schedule next day and beyond outside medical appointments using current methods and tool(s) provided.
• Ensure schedules are updated and planned up to 7 days in advance.

QUALIFICATIONS

• High school diploma or equivalent. Required
• 1-2 years’ experience in transportation related industry as a router/scheduler. (required)
• Experience in a customer service role demonstrating excellent skills in customer service recovery. Required
• Excellent interpersonal skills.
• Strong computer skills – word processing, spreadsheets and databases.
• Phone experience in a call center environment is a plus.
• Strong administrative skills including organization and ability to work independently.
• Ability to effectively problem‑solve complex issues.
• Strong verbal and written communication skills.
• Ability to work as a team player in a multi‑cultural, inter‑disciplinary setting.
• Bilingual a plus but not required.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Environment: Standard office setting; exposure to computer screens; may be required to work holidays and weekends.
• Physical: Essential and marginal functions may require maintaining physical condition necessary for sitting or walking for prolonged periods of time; extensive use of computer keyboard.

The above job description is intended to communicate the general function of the mentioned position and by no means shall be considered an exhaustive or complete outline of the specific tasks and functions that will be required. CEI reserves the right to change job descriptions, site assignments, and or work hours as required by the needs of the program. All employees are expected to perform their duties within their ability as required by the job and/or as requested by management.