Dispatcher

METRO; Cincinnati (OH); On-site; USD 45,000 - 60,000; Full time

Job summary

METRO is seeking a Dispatcher for the Radio Communications Center in Cincinnati. You will manage day-to-day communications via radio, phone, and email to ensure timely transportation for customers.

Key duties include monitoring radio traffic, responding to inquiries from operators and agencies, and producing reports from CAD/AVL systems. You will also assist in training, coordinate detours, and support safe, on-time operations.

Qualifications

• High school diploma or GED required.
• Two+ years as a coach operator.
• Must have open availability and be able to work nights, weekends, and holidays.
• Experience with radio communications preferred.

Responsibilities

• Monitor radio communications for coach operators and supervisors.
• Answer calls and emails from operators, police/fire, ARTIMIS center, supervisors, reps, customers, and passengers.
• Create and maintain reports for transmissions in CAD/AVL, inventory, and related reports.
• Notify first responders during emergencies and assist employees and passengers.
• Develop alternate routing for detours due to road incidents or events.
• Monitor ARTIMIS and security cameras; arrange for passenger assistance as needed.
• Operate CAD/AVL to support on-time performance, safety, and customer service.
• Assist in training new operators.
• Support a non-discriminatory work environment and professional development.

Skills

Communications

Customer focus

Problem solving

Leadership

Professional integrity

Multitasking

Computer skills

Education

High School Diploma or GED

Tools

CAD/AVL

Microsoft Office

Email

Job description

POSITION SUMMARY

Manage the day-to-day communications coming into the Radio Communications Center (RCC), via radio, telephone and email. Provide services resulting in the timely and efficient transportation to customers.

ESSENTIAL FUNCTIONS

• Monitor and address radio communications for coach operators and street service supervisors regarding traffic, emergencies, illness, weather, etc.
• Answer telephone calls and email messages from coach operators, police and fire departments, ARTIMIS center, service supervisors , customer service representatives, customers, and passengers.
• Create and/or maintain reports for pertinent transmissions in CAD/AVL, radio/CAD/AVL inventory and radio repairs, Service Disruption Report, and Take and Wait/Change Off Report.
• Notify first responders (police, fire, EMS) to assist employees, passengers and citizens during emergency situations.
• Communicate to all affected personnel and develop alternate routing for detours, necessitated by road blockages/congestion due to accidents, volume, construction, special events, police, or fire.
• Monitor and report on ARTIMIS cameras, garage security cameras, special events, and operator rule infractions. Arrange for special considerations for ill or stranded passengers, e.g. dispatch a shuttle or provide supervisor pick-up.
• Operate CAD and AVL systems properly to ensure achievement of on time performance, customer service, and safety goals and expectations.
• Assist in Radio and other procedure training of new operators.
• Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran.
• Facilitate the development of strategies to meet or exceed organizational and department performance goals and objectives, monitor results, and recognize employee, department and organization accomplishments.
• Model, facilitate and encourage exemplary internal and external customer service, open communication, collaboration, participation and professional development among staff.
• Ability to work in compliance with Metro's safety and security policies.
• Other duties as assigned.

POSITION QUALIFICATIONS

• Competency Statement(s)
• Communications - Excellent verbal, writing and non-verbal skills. Persuasive, consensus builder. Customer Focus - Excellent problem-solving skills and a desire to exceed customer expectations.
• Employee Development - Competent in assessing employee skills: coaches, delegates, and supports employee development. Provides constructive feedback.
• Leadership - Energetic, innovative self-starter, committed to continuous improvement and creative problem- solving.
• Professional Integrity - Exhibits and values commitment, leadership, accountability, diversity, honesty, fiscal responsibility, and the ability to maximize resources.
• Proficiency - Able to multi-task, excellent computer skills, accuracy and attention to detail.

Education

• High School Graduate or General Education Degree (GED)

Experience

• Two or more years as a coach operator

SKILLS & ABILITIES

• Computer Skills
• Working knowledge of email, Microsoft Applications, and CAD/AVL. Use of standard office equipment

Other Requirements

• Working knowledge of the Metro system and all routes.
• Familiarity with all coaches and their features including video digital cameras and radios.
• Must have open availability and be able to work any shift including nights, weekends, and holidays.
• Must be available to come in early or stay late depending on business needs for the day.

WORK ENVIRONMENT

• Radio Communications Center atmosphere

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Metro is an Equal Opportunity/ Affine Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.

Equal employment opportunity, including veterans and individuals with disabilities.

Thecompanyhasreviewedthisjobdescriptiontoensurethatessentialfunctionsandbasicdutieshavebeenincluded.Itisnotintendedtobeconstrued

asanexhaustivelistofallfunctions,responsibilities,skills,andabilities.Additionalfunctionsandrequirementsmaybeassignedbysupervisorsasdeemedappropriate.

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