Dispatcher

Cincinnati Metro; Cincinnati (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Cincinnati Metro in Cincinnati, OH, seeks a Dispatcher to manage day-to-day communications at the Radio Communications Center (RCC), coordinating radio, telephone and email traffic to ensure timely transportation for customers. You will monitor operations, respond to incidents, notify first responders, develop detour plans, and generate reports in CAD/AVL and related systems.

The role requires reliable, detail-oriented communication and availability for varied shifts.

Qualifications

• Two or more years of experience as a coach operator.
• Excellent verbal, written and non-verbal communication skills.
• Ability to monitor radio, telephone and email communications effectively.
• Proficient with CAD/AVL and Microsoft Applications.

Responsibilities

• Monitor and address radio communications for coach operators and supervisors regarding traffic, emergencies, illness, weather, etc.
• Answer calls and emails from operators, police, fire, ARTIMIS center, supervisors, customer service reps, customers and passengers.
• Create and maintain reports for transmissions in CAD/AVL, radio/CAD/AVL inventory, Service Disruption Reports, and Take and Wait/Change Off Reports.
• Notify first responders to assist employees, passengers and citizens during emergencies.
• Develop alternate routing for detours due to incidents or congestion.
• Monitor ARTIMIS cameras and garage security cameras and arrange special accommodations as needed.
• Operate CAD and AVL systems to meet on-time performance and safety goals.
• Assist in radio procedure training for new operators.

Skills

Communications

CAD/AVL knowledge

Microsoft Office

Attention to detail

Open availability

Education

High School Diploma or GED

Tools

CAD/AVL system

Microsoft Office

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/ Affiirmative 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.

Thecompanyhasreviewedthisjobdescriptiontoensurethatessentialfunctionsandbasicdutieshavebeenincluded.Itisnotintendedtobeconstrued

asanexhaustivelistofallfunctions,responsibilities,skills,andabilities.Additionalfunctionsandrequirementsmaybeassignedbysupervisorsasdeemedappropriate.