Dispatcher - Mobility Plus - Richmond Hill, Canada - The Regional Municipality of York

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.

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.