Dispatcher, Mobility On Request

2 weeks ago

Richmond Hill, Canada York Region Full time

**Job Description**:
**POSITION PURPOSE**

This position is responsible for receiving and recording requests, cancellations, no-shows, trip modifications, late vehicle inquiries, etc., and adjusting schedules accordingly for paratransit and on-demand trips; also monitors communications and responds to emergency situations, vehicle breakdowns and other operating situations; provides information and instructions to contracted service providers.

**MAJOR RESPONSIBILITIES**
- Receives, responds, and schedules trip requests for on request and para transit services.
- Processes standby wait list and will call trip requests and adjusts daily schedules accordingly.
- Records, reports and updates daily trip requests, cancellations, no shows, late vehicle arrivals and schedule adjustments.
- Contacts service providers concerning late vehicles and relays information to clients.
- Communicates and processes all schedule service adjustments to contracted service providers.
- Monitors issues impacting riders; contacts and redirects riders as needed.
- Reviews and adjusts daily schedules to ensure efficiency, optimize service and reduce costs.
- Processes management requests for contractor compliance and safety issues.
- Reports road closures, major collisions, etc., that impact service; advises and redirects drivers, contractors, and riders accordingly.
- Responds to and resolves customer enquiries; investigates and provides findings for complaints as requested by staff and management.
- Responds to and handles emergency situations, vehicle breakdowns, operator, and customer problems.
- Uses software to troubleshoot technical issues with drivers and for photo recovery.
- Activates on-request fleet based on designated start times and shifts.
- Coordinates vehicle inspections, tape pulls, camera repair requests etc.
- Completes service reports and ensures policies and operating procedures/regulations are adhered to and reports any irregularities.
- Liaises, fosters, and maintains positive relationships with internal staff and external contacts, government and non-government agencies and the public.
- Participates on committees, meetings, task forces, work groups and special projects, as directed.
- Manages information in accordance with legislation and corporate standards.
- Performs other duties as assigned, in accordance with Branch and Department objectives.

**QUALIFICATIONS**
- Successful completion of a secondary school diploma or approved equivalent combination of education and experience.
- Minimum two (2) years’ related dispatch experience in a transit/transportation environment.
- Demonstrated experience working with persons of disabilities.
- Demonstrated knowledge of relevant Standards, Acts and Regulations.
- Knowledge of on demand and para transit service.
- Knowledge of the street network for York Region.
- Ability to demonstrate the Region’s core competencies.

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