Dispatcher Duties

Mountain Area Regional Transit Authority

Class Title: Dispatcher
Department: Operations
Non-Exempt

Position Summary:

Dispatchers report directly to an Operations Supervisor.  Dispatchers receive incoming telephone calls answering inquiries; scheduling passengers for the Dial-A-Ride service, and taking customer comments. Utilizing a two-way radio system, Dispatchers directly monitor, coordinate and oversee the daily operation of all scheduled Off-the-Mountain, Fixed Route and Dial-A-Ride service.

Essential Duties:

  • Monitor and respond as necessary and appropriately to all radio transmissions.
  • Answer and respond appropriately to all telephone calls to the dispatch office.
  • Record and maintain an accurate log of all incoming calls.
  • Coordinate the response to driver reported emergencies, informing the supervisor and updating the supervisor on status of the emergency.
  • Arrange for substitute driver(s) when a driver(s) calls in absent.
  • Receive and log all lost and found items.
  • Accurately complete ‘Shift Reports’ noting any incidents, accidents, driver issues, etc.
  • Record all received customer complaints and forward to a supervisor.
  • Complete other office duties as assigned.

Knowledge, Abilities and Skills:

  • Knowledgeable and skilled in radio communications and telephone etiquette.
  • Ability to use a computer for logging information and monitoring monitors.
  • Ability to learn and become skilled in using MARTA’s telephone and radio systems.
  • Ability to evaluate a situation and determine the most appropriate response.
  • Skilled in customer relations.
  • Ability to perform the required duties of the driver position.
  • Considerable knowledge of passenger safety applicable to public transportation.
  • Ability to adhere to policy and procedures contained in the Drivers’ Handbook and Personnel Policy Manual.
  • Ability to follow direction from supervisors.
  • Ability to communicate orally and in writing which is necessary for reporting of incidents, accidents and vehicle defects.
  • Knowledge and understanding of California Vehicle Code and regulations for Commercial Drivers.

Special Requirements:

  • Must maintain a valid California Class B Commercial Driver’s License with an Air Brake Endorsement, and a driving record which demonstrates adherence to safety principles, traffic laws, and regulations.
  • Must maintain a valid medical certificate meeting the Federal Motor Carrier Safety Regulations physical qualifications for commercial drivers.
  • Must maintain a valid Verification of Transit Training Certificate (VTT) issued by the State of California Department of Motor Vehicles.
  • Dispatcher positions are considered safety sensitive and are subject to mandatory random drug testing as prescribed by federal law.
  • No criminal conviction which may, in the sole judgment of the Authority, constitute a threat to property or the safety of others.

Required Education and Experience:

  • Must have a high school diploma or equivalent.

Working Conditions:

  • Working environment includes considerable sitting at a desk and computer. At times, while driving, working outdoors with indirect and direct exposure to inclement weather.
  • Work entails extended sitting while driving and frequent standing, and/or walking and bending.
  • Must occasionally attend meetings and training sessions.
  • Must work varied days and hours.