This position is responsible for assisting in maintaining the safe, reliable and on-time performance of rabbittransit’s fixed route and specialized transit systems. Oversee operator sign-on, sign-off, and competency to drive. Responsible for dispatching drivers to cover prepared schedules and absenteeism according to procedure, and coordinating with maintenance in assigning vehicles. Communicates with drivers via radios or by managing Intelligent Transportation Systems. Responds and resolves issues such as transit driver questions and issues, passenger requests and incidents, vehicle breakdowns and accidents, emergencies, and route-deviations. Communicates as necessary with management and staff and documents the process. Completes reporting logs, consumer reports, and operational record keeping.
1.Achieves the Authority’s mission by monitoring daily operations and providing support and direction to transit operators. Supports customer service goals by giving feedback on critical areas such as bid runs, consumer inquiries/ reports, and operator evaluations.
2.Meets all legal and procedural requirements by ensuring compliance with provisions of the ADA, FTA, PennDot, etc. Upholds and enforces all Substance Abuse Policy regulations, Collective Bargaining Agreement provisions and YATA policies.
3.Maintains reliable on-time performance of service by dispatching drivers to cover prepared schedules, ensuring accurate driver assignment sheets, covering for absent drivers according to procedure, monitoring vehicle movement, monitoring radio traffic and responding with personnel changes, vehicle exchanges, or other changing conditions. Identifies customer trips in computerized scheduling system, takes corrective action to resolve service issues, and documents the process. Collaborates with mobility planning and customer service to ensure premier service.
4.Ensures safe service by evaluating operator’s competency to drive, reviewing ODR’s and communicating with maintenance concerns on vehicle safety and availability and responding to passenger incidents. Communicates any weather or traffic conditions affecting service.
5.Responds to accidents or emergencies by obtaining details, informing appropriate management, emergency personnel, or law enforcement, obtaining help for drivers and rerouting other vehicles to pick up passengers. Coordinates drug testing if required.
6.Achieves and maintains rapport with drivers by asking questions to gain an understanding of their needs and current situation, answering requests in timely pleasant manner, keeping them informed of policies and procedures, and relaying information to proper departments.
7. Responds to situations by driving transit vehicles to back up operators, or respond to emergencies.
8.Serves as a good steward of public resources by monitoring overtime, efficiencies and lost time incidents.
9.Completes record keeping and documentation by documenting procedures and decisions; maintaining required documentation; inputting and maintaining computer applications, forms, and logs; reviewing operator documents for accuracy, response, and timely delivery to appropriate departments; collect, analyze, and track operating data as assigned. Completes daily clerical assignments such as clipboards for following day’s service. Ensures payroll information is accurate and timely.
10.Maintains trust, confidence and a positive image of the organization by keeping information confidential and disclosing only on a need to know basis; ensuring high ethical standards for self; and using good customer service skills with both internal and external customers.
11.Ensures communication and positive image of Authority by answering information calls about service and clearly communicating customer cancellations and other schedule changes to all operators and Customer Service Representatives. Reviews critical incidents, exceptions to policy and/or goal achievement with Supervisor and Operations Manager as necessary.
12.Maintains professional and technical knowledge by attending educational classes/workshops; maintaining detailed knowledge of service area, contract provisions for operations, operators, and service requirements.
•HS degree or equivalent with some college preferred.
•Two years experience as an operator, dispatcher, supervisor or customer service representative.
•Ability to understand transit systems operations and service area.
•Ability to work various shifts and days, including weekends and holidays.
•Must have excellent attendance and punctuality.
•Ability to be curious and learn from asking questions and listening to others.
•Experience in using personal computers, applications, and proficiency in data entry
•Excellent powers of concentration- ability to handle multiple tasks simultaneously within a distracting environment is essential
•Good working knowledge of English, grammar, punctuation, spelling, style, etc. with the ability to read and write reports and communication memos
•Ability to listen actively and to persuade others to accept recommendations
•Ability to analyze situations, solve problems and deal with a variety of changing situations in a timely manner.
•Willingness to evaluate an employee’s adherence to rules and regulations and to report irregularities to management.
•Able to function effectively under stress and remain calm and collected during emergencies; enjoy working under pressure
•Ability to be detail oriented, organized, accurate, and able to prioritize work tasks.
•Ability to maintain confidentiality.
•Ability to be self-motivated and results oriented to accomplish objectives
•Ability to establish and maintain effective working relations with operators, clients, and staff to gain information and support in accomplishing goals. Ability to interact courteously with diverse internal and external customers
LICENSE, PHYSICAL DEMANDS AND WORK ENVIRONMENT:
•Demonstrated auditory and visual acuity and ability to recognize colors.
•Ability to sit for prolonged periods of time
•Work hours may include a nonstandard workweek, overtime, various shifts and weekend work.
•Federal regulations require random testing for drugs and alcohol
•For the most part ambient room temperatures, lighting and traditional office equipment as found in a typical office environment.
•Must hold and maintain a class "B" Commercial
Driver’s License (CDL) with a passenger endorsement and air brake restriction lifted, and, maintain a current DOT medical certification.
•This is a safety sensitive position subject to US DOT Drug and Alcohol pre-employment, random, post-accident, reasonable suspicion and return to duty testing.
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