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

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    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.