Whatcom Transport Authority

Closes Friday, August 10, 2018 at 9:00 p.m.

Dispatchers perform primary communication, coordination and organizational duties required to deliver safe, reliable, efficient and friendly public transportation service on a daily basis. Dispatchers’ main functions include: maintaining communication between Transit Operators and the Dispatch Center; interpreting and applying WTA policies, procedures, and Collective Bargaining Agreement (CBA); performing work assignment and time-off scheduling; maintaining time and attendance records; conducting selection processes called “markups” for work assignments and vacations, and; performing most aspects of paratransit trip assignment and service delivery.
1. Maintains communication between Transit Operators in service and the Dispatch Center.
2. Interprets and applies WTA policies, procedures, and Collective Bargaining Agreement (CBA) in all functions.
3. Reports CBA compliance problems to Operations supervisory staff.
4. Ensures compliance with Americans with Disabilities Act (ADA) and WTA service standards.
5. Performs WTA Fit for Work checks which include WTA’s federally mandated Drug and Alcohol testing program.
6. Maintains confidentiality of WTA rider and personnel records and information.
7. Maintains critical communications during declared emergencies according to WTA’s Safety and Security Plan.
8. Ensures all leave requests match CBA and WTA policies, reporting irregularities to appropriate Operations supervisory staff.
9. Monitors daily employee work reports via SIT and OPS alerts.
10. Reports safety concerns to Operations supervisory staff or other management personnel.
11. Provides Operator performance feedback to Operations supervisory staff.
12. Completes and forwards observation reports about possible policy violations by Operations staff.
13. Performs emergency alarm system tests.
14. Maintains vehicle assignments to match maintenance and service needs.
15. Records all reported incidents and accidents in the daily log.
16. Schedules time-off requests from Operators, dispatch center staff, and Expeditors.
17. Prepares extra-board and part-time Operator assignments on a daily and weekly basis, working with the dispatch team to assure optimal daily shift coverage.
18. Receives and processes telephone calls during certain hours; processes lost and found items, and arranges for supplies as needed.
19. Works to maintain and improve dispatch system capabilities and performance.
20. Observes budget and resource limits for service.

Fixed Route Dispatch
21. Posts and conducts annual vacation markup for represented Operations staff, according to proper time parameters and procedures.
22. Posts and conducts shift assignment markups for represented Operations staff, according to proper time parameters and procedures.
23. Performs and supports accurate time keeping and attendance, verifying mobile data time records (with support from paratransit dispatch), and ensuring prompt submission, calculation and transcription of exception card data.
24. Completes daily, weekly and monthly record keeping and statistical reporting.
Paratransit Dispatch
25. Assigns rides to contract service providers(s) when needed for service quality or system efficiency purposes.
26. Uses paratransit dispatch and mobile data systems to keep accurate record of all service.
27. Develops daily paratransit service schedules, assigning trips to appropriate runs, and maximizing service quality and system productivity.
28. Maintains and optimizes template schedules for paratransit subscription rides.
1. Provides backup coverage for Customer Service Representative shifts by arrangement.
2. Receives and forwards public comments to appropriate agency staff.
3. Participates in solving operational problems and customer-service issues.
4. Assists with other organizational activities.
5. Pre-trip vehicles, if certified and as required.
6. Drive in service, if certified and as necessary.
7. Receives on-going organization training on issues related to the position (e.g., CPR/First Aid, Passenger Relations, Reasonable Suspicion, etc.).
8. Performs other duties as assigned.
Ability to acquire knowledge of:
• WTA policies and procedures.
• The ATU-WTA Collective Bargaining Agreement.
• Traffic laws and safety rules applicable to public transportation.
• ADA regulations and service standards as they apply to service modes.
• WTA Operations Department policies and procedures.
• WTA fixed route system.
• WTA paratransit system.
• WTA fleet equipment.
Ability to:
• Work professionally with, and provide friendly customer service to, co-workers, members of the public, and people from other organizations.
• Work, support and communicate with all members of the dispatch team.
• Communicate effectively through speech (including over the radio), in writing, and using WTA IT systems.
• Remain calm in high-stress situations.
• Exhibit punctual and regular attendance.
• Work shifts as configured by WTA. Shifts will include early, mid-day, night and weekend hours, possibly on a rotating basis.
• Produce accurate work, paying close attention to detail even when work is tedious.
• Plan and organize workloads, schedule and priorities.
• Learn and use public transportation computer applications including paratransit dispatch and mobile data systems, workforce management systems, Fixed Route CAD/AVL systems and other software applications.
• Use good organizational, problem-solving, analytical and logistical skills.
• Use good spatial reasoning, geographical skills and knowledge (includes ability to read and interpret maps).
WTA operates fixed route and paratransit service every day except six designated holidays. Dispatchers are required to be on duty during service hours. Individual Dispatcher assignments are comprised of specific schedules and duties. Those duties are associated with either fixed route or paratransit service during a single markup period. Dispatchers work in an intensive team environment with other Department personnel who support and direct the work activities of Operators, and the travel activities of WTA riders. The environment is often fast-paced, with frequent interruptions, distractions and changing priorities. This position occasionally requires traveling between the transit base and transit stations or other facilities. Typical equipment used to accomplish job tasks includes computer with multiple screens, multi-channel radio, printer, fax machine, photocopier, calculator, telephone and telecommunication devices for the deaf (TDDs), facility alarm systems, CCTV for facilities monitoring and video surveillance systems.

• High school diploma or equivalent, required.
• Two years of experience in community transportation and/or dispatching required.
• Two years of intermediate level computer experience required.
• Valid Washington State driver’s license in order to operate WTA vehicles.
• Applicants must have an acceptable driving record (in accordance with WTA personnel policy 3.03 “Employment Requirements”) and must submit a five year driving abstract.
• Obtain and maintain a valid and current CPR card within 3 months of hire.
• Optional certificates. Although not required, WTA encourages Dispatchers to maintain applicable skills certificates, such as CDL’s and DOT Medical Examiner’s Certificates, that are relevant to this position.
Ability to perform essential job functions includes, but is not limited to: sitting for extended periods of time; communicating verbally over the telephone, radio and in person; operating standard office equipment; frequently standing and walking; occasionally reaching with hands and arms, stooping, kneeling, crouching and lifting or moving up to 30 lbs. Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
All offers of employment are contingent upon successful completion of a pre-employment drug screen. Participation in the WTA’s Drug and Alcohol Awareness Prevention Program (DAAPP), including random drug and alcohol testing, is a condition of hire and a requirement of continued employment. This position is classified as safety sensitive and is subject to random drug and alcohol testing.

2018 Compensation $25.11 to $31.38