Access Dispatcher

RTS ACCESS DISPATCHER

Reports To: Manager of Access Operations

Salary Range: $21.50 per hour

Make an Impact at RTS

At RTS, we connect our community to the people, places, and opportunities that matter most. Join our Access team to help coordinate safe, reliable paratransit service and support our customers and Bus Operators every day.

Why Join RTS?

Staying Healthy

Medical, Dental & Vision Insurance

Flexible Spending Account (FSA)

Feeling Secure

Pension Plan

NYS Deferred Compensation Plan

Life, Disability & Supplemental Insurance

Work-Life Balance

17 days of PTO upon hire

Paid Holidays

Employee Assistance Program

24/7 Fitness Center

Wellness Program

Culture & Inclusion Council

Public Service Loan Forgiveness (PSLF)

Employee Discounts & More

 

About the Role

Full-time, non-exempt | Union position. The Dispatcher coordinates Bus Operators and paratransit vehicles, monitors safe and efficient service, assists customers with ride scheduling and cancellations, and maintains operational records.

Current available shift: 2:00 pm - 12:00 am RTS Access operates seven days a week, 4:00 a.m.–1:00 a.m. Dispatchers generally work four 10-hour days; schedules may vary by bid pick.

What You'll Do

Use dispatch software to assign operators and vehicles, monitor trips, adjust same-day schedules, manage on-time departures, late trips, no-shows, vehicle locations, and service closures in accordance with the collective bargaining agreement.

Support Bus Operators with vehicle availability, change-offs, breakdowns, accidents, incidents, and call-offs; ensure required incident reporting is completed.

Communicate road obstructions and weather concerns to coordinate safe vehicle movements.

Prepare run rosters and operator manifests; assign, merge, or close scheduled work in accordance with the collective bargaining agreement.

Maintain positive communication with Bus Operators via messaging and radio/voice communications.

Coordinate with RTS Radio Control, Road Supervisors, Maintenance, and other RTS personnel.

Complete daily administrative tasks, including operator clipboards, collection bags, passes, keys, and fare collection/accounting.

Provide professional customer service; schedule or cancel rides, confirm ride times, explain service, answer questions, and take off-hours calls.

Monitor operator dress code, radio conduct, pre- and post-trip inspections, and performance; report concerns to the Manager of Access Operations.

Collect operator survey feedback and suggestions, respond to operators, and identify service improvements.

Assist administrative staff with general office duties and perform other duties as assigned.

What We're Looking For

Required Qualifications

High school diploma or GED.

At least three years of experience in a dispatcher role.

An equivalent combination of education and experience sufficient to perform the essential duties.

Preferred Qualifications

Experience with Trapeze, OrbCAD, Orb-Star, and intermediate Microsoft Excel skills preferred.

Knowledge, Skills & Abilities

Ability to follow established procedures, exercise sound judgment, and escalate unusual situations appropriately.

Ability to work independently within defined objectives and policies, with periodic supervisory review.

Strong computer skills, including MS Windows, Outlook, and Word.

Ability to operate two-way radios and standard office equipment.

Excellent customer service and professional verbal and written communication skills.

Strong organization, attention to detail, and follow-through.

Flexibility and ability to adapt quickly to change, remain focused under pressure, and manage stressful situations.

Ability to work independently and collaboratively with a team.

Working Conditions & Physical Requirements

Must be available to work flexible shifts across a 10-hour daily schedule. Work takes place in a dispatch/office environment and involves telephone, computer, and radio communication.

Equal Employment Opportunity

RGRTA is committed to providing equal employment opportunities to all applicants and employees without regard to race, religion, color, national origin, citizenship or immigration status, sex, sexual orientation, gender identity, pregnancy, age, veteran status, disability, genetic information, or any other protected characteristic under applicable law.

Reasonable accommodations will be provided for qualified individuals with disabilities unless doing so would create an undue hardship.