Dispatcher - Fixed Route - MVTA

Keolis Group; Burnsville (MN); On-site; USD 30,000 - 41,000; Full time

Job summary

Keolis Minnesota is seeking an experienced Transportation Dispatcher to support fast-paced services. You will inspect drivers, verify credentials, manage dispatch software and communicate detours and delays to operators.

The role requires CDL with passenger endorsements, DOT compliance, and strong customer service skills. You will participate in training and support ECCTA coordination in revenue service operations.

Qualifications

• Excellent organization and multi-tasking skills.
• Demonstrated excellent written and oral communications and organizational skills.
• Reasoning skills and Decision making.
• Uses good judgment in emergency and routine situations.
• Strong analytical and reporting skills.
• Ability to handle stress, including emergency situations.
• Successful completion of Customer Service Training.
• Provide exceptional customer service to both internal staff and external customers.
• Must have the ability to accurately use the technology required for the role after training.

Responsibilities

• Dispatch shall conduct a visual inspection of drivers to ensure proper uniform, present a professional appearance, and are prepared for service.
• Must be proficient in computer use and capable of managing multiple complex tasks simultaneously.
• Successful completion of Keolis’ formal driver training program.
• Dispatchers are expected to promptly notify designated Keolis and ECCTA staff via email of any unusual occurrences that result in significant service delays.
• Dispatchers must be prepared to demonstrate proficiency in managing and fully utilizing the tools and system provided by ECCTA.
• Dispatchers are responsible for responding to, and making necessary adjustments in response to, both planned and unplanned detours.
• Dispatchers will disseminate information on detours to the operators, including routes and detour instructions.
• Dispatchers are responsible for accurately recording operators’ work assignments, time worked and all call offs in the dispatch software.
• Assign work, vehicles and onboard equipment to operators and maintain check-out logs.
• Maintain communication with operators, providing information on customers, cancellations, and directional assistance where necessary.
• Monitor operators and trip status, adjusts and reassignments as necessary to ensure on time performance.
• Provide assistance to operators in the event of emergency or vehicle malfunctions.
• Reschedule trips as necessary in the event of vehicle malfunction, traffic, or emergency situations.
• Document daily events related to service and collect lost & found items as needed.
• Maintain a safe work area and a focus on safety to reduce injuries.
• Establish and monitor on-time performance and log exceptions and incidents.
• Will assist drivers with informational material as needed and operate revenue service when required.
• Report to supervisors any drivers failing to meet duties.

Skills

Organization & multitasking

Written & oral communication

Decision making

Situational judgement

Analytical & reporting

Stress management

Customer service training

Technical proficiency after training

Tools

Dispatching software

Microsoft Office

Job description

• At least 2 years’ radio and/or window dispatch experience in a fast-paced environment
• Must have a valid MN Class A or B CDL with air brake and passenger endorsements
• Must have a current Verification of Transit Training (VTT) certificate prior to entering revenue service.
• Transportation Dispatching Software knowledge desired
• Intermediate knowledge and experience of Microsoft Office Suite

Skills:

• Excellent organization and multi-tasking skills
• Demonstrated excellent written and oral communications and organizational skills
• Reasoning skills and Decision making
• Uses good judgment in making decisions in emergency and routine situations
• Strong analytical and reporting skills
• Ability to handle stress, including emergency situations
• Successful completion of Customer Service Training
• Provide exceptional customer service to both internal staff and external customers
• Must have the ability to accurately use the technology required for the role after training has been provided.

Key Accountabilities:

• Dispatch shall conduct a visual inspection of drivers to ensure proper uniform, present a professional appearance, and are prepared for service. Dispatchers shall also verify that drivers possess all required credentials, including but not limited to a Commercial Driver’s License (CDL) with passenger endorsement, medical certificate, and any other documentation necessary for service.
• Must be proficient in computer use and capable of managing multiple complex tasks simultaneously.
• Successful completion of Keolis’ formal driver training program.
• Dispatchers are expected to promptly notify designated Keolis and Eastern Contra Costa Transit Authority (ECCTA) staff via email of any unusual occurrences that result in significant service delays (15+ minute or more) as they arise. Dispatchers must be prepared to demonstrate proficiency in managing and fully utilizing the tools and system provided by ECCTA following the completion of required training.
  • This includes the knowledge and ability to post route information, such as significant service disruptions, unplanned detours, and stop closures, across various digital channels, including the Tri Delta Transit website.
• Dispatchers are responsible for responding to, and making necessary adjustments in response to, both planned and unplanned detours.
• Dispatchers will disseminate information on detours to the operators. Such information shall include but is not limited to: affected routes and trip directions, turn-by-turn detour instructions, bus stop closures or missed stops, and temporary boarding and alighting provisions, and the expected duration of the event or project.
• Dispatchers are responsible for accurately recording operators’ work assignments, time worked and all call offs in the dispatch software.
• Assign work, vehicles and onboard equipment to operators and maintain check-out logs
• Assign operators in the event of operator absences, increased service volumes in order to minimize service disruptions as a result of traffic, vehicle malfunctions, operator problems and/or emergency situations
• Maintain communication with operators, providing information on customers, cancellations, and directional assistance where necessary
• Monitor operators and trip status, adjusts and reassignments as necessary to ensure on time performance
• Provide assistance to operators in the event of emergency or vehicle malfunctions, communicating with operations and safety staff where appropriate
• Reschedule trips as necessary in the event of vehicle malfunction, traffic, or emergency situations
• Reconcile trip manifests by operatorswhen required
• Provide assistance to passengers in using the service as well as when inquiring about individual trip status
• Document accurately and appropriately daily events related to service
• Collect any lost and found articles and catalog, attempt to contact appropriate passengers where possible
• Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees
• Establish and monitor on-time performance
• Will maintain “exceptions” and “incidents” log
• Will assist drivers with informational material as needed
• Will operate revenue service and assist passengers based on business need
• Report to supervisors and duty managers any drivers failing to meet assigned duties
• Other duties as assigned

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of the job. Reasonable accommodation may be requested to enable individuals with disabilities to perform the essential functions.

All roles may entail, to varying extents, the following physical demands:

• Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces;
• Exposure to both extreme heat and cold;
• Exposure to loud noises, fumes, and airborne particles;

In addition to the above demands inherent in every role, the following roles may entail unique physical demands, including:

• Operators/Drivers may work inside or outside vehicles and may operate vehicles for over 8 hours per day.
• Operations Supervisors and Managers may split their work between an office setting looking at a computer screen/electronic device and active transit field locations driving in a vehicle.
• Maintenance Employees may be exposed to toxic or caustic chemicals in a ventilated maintenance shop and may work with personal computers, laptops, electronic hand-held devices, complex electrical schematics, diagnostic software and testing devices, and other heavy machinery.
• Office Staff may work indoors in air-conditioned or well-ventilated facilities, including offices and cubicle spaces equipped with a telephone and computer and may entail typing or looking at a computer screen.

Additional Statements:

• Drug screening: Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing apre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also becontingent upon completion of abackground check consistent with applicable federal, state, and/or local laws.
• Safety commitment: Safety is a way of life atKeolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we canbecome the safesttransportation company in the world.
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities wherewe operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, pregnancy status, genetic information, veteran status, gender identification, or any other status protected by applicable law. If you require a reasonable accommodation to participate in the application or interview process, please contact [e-mail]. Keolis complies with federal and state disability laws and provides reasonable accommodations to qualified applicants.
• Work authorization:“Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position”
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.