Transportation Coordinator

Chai Lifeline; New York (NY); On-site; USD 42,000 - 65,000; Full time

Job summary

Chai Lifeline in New York seeks a Transportation Coordinator to manage real-time transport between clients and volunteer drivers or car services. The role requires clear communication, attention to detail, and compassion to ensure timely, reliable support.

You will dispatch rides, monitor status, and document ride details while maintaining contact with clients, drivers, and case management. The position reports to the Director of Clinical Home-Based Case Management Services within the HomeBase

Responsibilities

• Transportation Coordination
• Client intake and case coordination support
• Dispatching volunteer drivers or car service
• Maintain clear communication with drivers and clients
• Document ride details and update dispatch database
• Handoff to next dispatcher at shift end
• Schedule management and reporting within HomeBase program

Job description

The Transportation Coordinator is responsible for the real-time coordination of transportation services between clients and volunteer drivers or car service. This is a vital role in coordinating transportation services for clients, ensuring timely, compassionate, and reliable support. This position requires strong communication, attention to detail, and a commitment to providing exceptional client and volunteer experience. The Transportation Coordinator is also a key connector between clients, case managers, and volunteer drivers. In addition to dispatch responsibilities, the coordinator assists with managing select client cases and reports to the Director of Clinical Home-Based Case Management Services within the HomeBase program.

RESPONSIBILITIES INCLUDE:

Transportation Coordination

• Receive and manage transportation requests throughout the shift
• Assign and dispatch volunteer drivers or car service to client trips based on availability, geography, and urgency.
• Monitor the status of ongoing rides, and adjust plans as needed to handle changes or delays
• Maintain clear communication with drivers and clients to ensure smooth pickups and drop-offs
• Enter all scheduled trips and shifts into the dispatch database in a timely and accurate manner
• Ensure all ride details (pickup time, return time, volunteer assignment, client info) are clearly recorded
• Follow up with clients regarding return trip timing to ensure coordination
• Conduct a proper handoff to the next dispatcher at the end of each shift
• Transfer the phone line and share any critical updates or pending tasks
• The afternoon Coordinator is responsible for sending out the next day's coordinator's schedule to the full team by 10:00 PM.

Client Intake

• For new or unlisted clients, collect full details and notify the case management team via email
• Reassure all clients that someone will follow up within a few hours of initial contact

Customer Service

• Build and nurture respectful, supportive relationships with volunteers
• Communicate clearly and kindly, recognizing the critical role volunteers play in operations
• Treat every client interaction with patience, dignity, and compassion
• Understand the physical and emotional toll transportation and waiting can have on clients
• Respond calmly and empathetically, especially in situations involving delays or rescheduling

Case Coordination & Reporting

• Assist in managing select client cases as part of the HomeBase program
• Maintain communication with the Director of Clinical Home-Based Case Management Services regarding relevant case updates
• Document client interactions and transportation-related needs that impact case management