Access-A-Ride Dispatcher

Summary
The Dispatcher Supervisor oversees daily dispatch operations for paratransit bus drivers,
ensuring efficient scheduling, adherence to safety protocols, and timely transportation
services. This role requires strong leadership, problem-solving skills, and the ability to
manage situations in a fast-paced environment. The Dispatcher Supervisor acts as the
primary point of contact between drivers, operations staff, and management to maintain
smooth and effective transportation services.
Responsibilities
Operations Oversight
• Supervise and coordinate paratransit dispatchers and drivers.
• Ensure timely scheduling and routing of trips to meet service standards.
• Monitor trip performance and on-time performance metrics.
• Handle service interruptions, delays, and emergencies efficiently.
• Send out OTP percentages every 4 hours during shift and explain any issues experienced in
service.

Staff Supervision & Training
• Train and evaluate dispatchers and sometimes drivers.
• Provide coaching and ongoing professional development.
• Manage staff schedules and ensure coverage for all shifts.

Customer Service & Rider Support
• Resolve escalated rider complaints and service issues.
• Ensure ADA compliance and sensitivity to riders with disabilities.
• Maintain strong communication with passengers about service updates.

Safety & Compliance
• Enforce safety procedures for dispatchers and drivers.
• Ensure compliance with ADA regulations, FTA requirements, and company policies.
• Investigate incidents, accidents, and service disruptions.

Data & Reporting
• Oversee trip records, dispatch logs, and system data accuracy.
• Prepare performance, efficiency, and compliance reports.
• Analyze data to improve service quality and operational efficiency.

Technology & System Management
• Manage scheduling and dispatch software platforms (e.g., Samsara, Autofleet).
• Ensure GPS tracking and communication systems function properly.
• Train staff in using technology effectively.

Collaboration & Communication
• Coordinate with operations managers and maintenance departments.
• Communicate changes in service, policies, or procedures to all dispatchers.

Essential Duties
Dispatch drivers according to pre-established schedules and adjust assignments as needed.

Conduct regular check-ins with drivers to ensure route adherence and address any
concerns.
Maintain accurate records of operations, incidents, and driver performance.
Train and mentor new dispatchers and drivers on procedures and protocols.
Respond to emergencies, coordinating with maintenance and emergency services as
necessary.
Non-Essential Duties
Assist with administrative tasks such as filing, data entry, and report generation.
Participate in company meetings, training sessions, and special projects.
Provide feedback on technology or system improvements to enhance dispatch operations.
Supervisory Responsibilities
Directly supervise dispatch staff and bus drivers during assigned shifts.
Evaluate staff performance and provide coaching or corrective action as necessary.
Ensure compliance with company policies, safety standards, and operational procedures.
Required Skills & Qualifications
High school diploma or equivalent; additional education in transportation or logistics is a
plus.
3+ years of experience in dispatch or transportation operations, with at least 1 year in a
supervisory role.
Proficiency in dispatch software and GPS tracking systems.
Strong organizational and multitasking skills.
Excellent communication and problem-solving abilities.
Knowledge of transportation safety regulations and local routes.
Preferred Skills & Qualifications
Knowledge of local and federal transportation regulations.
Experience with fleet management systems.
Strong conflict resolution and problem-solving skills.
Bilingual or multilingual abilities are a plus.

Recruiters’ Contact Information
If you have any questions about this position or would like to apply, please contact:
Andrew Lui
HR Recruiter
1-917-725-2687 Ext: 212
[email protected]
HR Department