Dispatcher

Homeaides; Erie (Erie County); On-site; USD 25,000 - 30,000; Full time

Job summary

HomeAides is seeking a dependable Dispatcher to coordinate transportation services for clients across Pennsylvania. The Dispatcher acts as a critical link between clients, drivers, and management to ensure schedules are accurate, clear, and completed safely and on time.

The ideal candidate is highly organized, adept at handling multiple priorities in a fast-paced environment, and comfortable with frequent phone calls, schedule changes, and unexpected transportation issues.

Qualifications

• Excellent verbal and written communication skills.
• Strong organizational and time-management skills.
• Ability to multitask and prioritize competing demands.
• Professional and courteous demeanor under pressure.
• Comfortable using scheduling software and basic computer tools.

Responsibilities

• Answer incoming transportation requests and phone calls from clients and authorized contacts.
• Gather and document trip information (client name, pickup/drop-off, times, mobility needs).
• Enter requests into the scheduling system accurately.
• Schedule trips and coordinate based on client needs and availability.
• Assign trips to drivers and vehicles; communicate changes promptly.
• Maintain up-to-date transportation records and documentation.

Skills

Communication

Organization

Multitasking

Time management

Customer service

Professionalism

Education

High school diploma or GED

Tools

Scheduling software

Job description

HomeAides is seeking a dependable, organized, and customer-focused Dispatcher to coordinate transportation services for our clients throughout Pennsylvania. The Dispatcher serves as a key communication link between clients, drivers, and the HomeAides management team to ensure transportation needs are scheduled accurately, communicated clearly, and completed safely and on time.

The ideal candidate is highly organized, able to manage multiple priorities in a fast-paced environment, and comfortable handling frequent phone calls, schedule changes, and unexpected transportation issues. Strong communication skills, attention to detail, and the ability to remain calm under pressure are essential.

Essential Duties and Responsibilities

• Answer incoming transportation requests and phone calls from clients, families, referral sources, and other authorized contacts.

• Gather and document all necessary trip information, including client name, pickup and drop-off locations, appointment times, mobility needs, and special instructions.

• Enter transportation requests accurately into the scheduling system.

• Schedule trips and coordinate transportation based on client needs, vehicle availability, driver availability, and established scheduling procedures.

• Assign trips to appropriate drivers and vehicles.

• Confirm scheduled transportation with clients and/or authorized contacts as required.

• Communicate trip assignments, schedule changes, cancellations, and special instructions to drivers.

• Monitor the transportation schedule throughout the day and respond promptly to delays, cancellations, call-offs, and other unexpected changes.

• Communicate route or schedule changes to drivers in a timely manner.

• Maintain accurate and up-to-date transportation records and documentation.

• Verify that trips are properly documented and completed according to HomeAides procedures.

• Communicate professionally and respectfully with clients, families, drivers, coworkers, referral sources, and other professionals.

• Handle client concerns and transportation issues promptly and notify management when additional assistance or intervention is needed.

• Maintain confidentiality of client information and comply with applicable privacy requirements.

• Follow all HomeAides policies, procedures, and transportation safety requirements.

• Assist with coordinating wheelchair and stretcher transportation needs when applicable.

• Maintain awareness of vehicle and driver availability to maximize efficient scheduling.

• Assist management with identifying scheduling conflicts, recurring transportation issues, and opportunities to improve efficiency.

• Perform other duties and responsibilities as assigned.

Qualifications

• High school diploma or GED required.

• Previous experience in dispatching, scheduling, transportation coordination, healthcare, home care, customer service, or a related field preferred.

• Excellent verbal and written communication skills.

• Strong organizational and time-management skills.

• Ability to multitask and prioritize competing demands.

• Strong attention to detail and accuracy.

• Ability to remain calm and professional when handling stressful or time-sensitive situations.

• Comfortable using computers, scheduling software, email, and Microsoft Office or similar programs.

• Ability to learn and effectively use HomeAides' scheduling and communication systems.

• Ability to work independently while also functioning effectively as part of a team.

• Must demonstrate professionalism, reliability, dependability, and sound judgment.

Preferred Experience

• Dispatch or transportation scheduling experience.

• Experience working with seniors, individuals with disabilities, or individuals requiring wheelchair or stretcher transportation.

• Experience in a home care, healthcare, medical transportation, or similar service environment.

• Familiarity with local roads and communities throughout Northwest Pennsylvania.

Physical Requirements

• Ability to sit and work at a computer for extended periods.

• Ability to communicate effectively by telephone and in person.

• Ability to read and enter information accurately into computer systems.

• Ability to occasionally move throughout the office as needed.

• Reasonable accommodations may be provided in accordance with applicable law.

Confidentiality

The Dispatcher will have access to confidential client, employee, and company information and is expected to protect that information at all times. All client information must be handled in accordance with HomeAides policies and applicable privacy and confidentiality requirements.

Performance Expectations

The Dispatcher is expected to:

• Maintain accurate and organized transportation schedules.

• Ensure transportation requests are entered and assigned promptly.

• Communicate schedule changes in a timely manner.

• Provide professional and courteous customer service.

• Support safe, reliable, and efficient transportation services.

• Maintain confidentiality and follow all HomeAides policies and procedures.

• Demonstrate dependability, professionalism, and good judgment.