Description

PLEASE SEE THE SUPPLEMENTAL INFORMATION SECTION FOR IMPORTANT INFORMATION ON THE APPLICATION REQUIREMENTS AND DETAILS REGARDING THE POSITION.
Pierce Transit is an independent municipal organization, dedicated to fulfilling the mission of improving people's quality of life by providing safe, reliable, innovative, and useful transportation services that are locally based and regionally connected.

We are currently recruiting for a technically proficient and detail oriented professional to fill the highly specialized role of Relief Dispatcher in Specialized Transportation.

Under direction from the Specialized Transportation Assistant Manager, the dispatcher is responsible for supervising assigned operators, the dispatching of SHUTTLE and contract vehicles, and ensuring that the vans are efficiently and effectively utilized within the established SHUTTLE operational boundaries, facilitating interpretation of rules and policies, training, and resolving operational and customer relations problems. Supervises the day-to-day operation of the computerized information system; performs other related work as required.

As a Relief Dispatcher you will be accountable for the efficient scheduling of passenger pickup/drop-off by SHUTTLE and contract vehicles, dispatch, CAD/AVL communications, and on-the-road guidance to enable a team of Transit Operators to provide service to customers. The job involves interpreting and applying Agency rules and regulations to operations activities, preparing reports and forms essential to the SHUTTLE operation. Additionally, this job receives and analyzes operator, staff, or passenger complaints and recommends corrective action.

Essential Functions

The following functions are not intended to serve as a comprehensive list of all duties performed in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Assigns vehicles to transit operator personnel; develops work schedules and assigns them to operators; receives incoming requests for passenger pickups.
• Prepares reports and forms that support the SHUTTLE operation and handling passenger/ operator complaints; receives and analyzes operator, staff, or passenger complaints and takes or recommends corrective action.
• Assures that Agency standards of safety, courtesy and reliability are met by daily monitoring of transit operations staff and contracted vendors for adherence to Agency policies, rules, regulations and schedules; takes necessary corrective actions including counseling and forwarding to the Assistant Manager for necessary follow-up.
• Identifies operators' training and support needs and coordinates provision of appropriate assistance.
• Confers with Transit Operators regarding proper safety procedures, defensive driving techniques, customer relations issues, report preparation and new or revised policies, procedures and schedules; counsels and takes corrective action when necessary.
• Evaluates service changes and/or service delivery and recommends improvements to the Specialized Transportation Assistant Manager.
• Monitors the computerized information system, coordinates with the Maintenance Department for SHUTTLE van repairs.
• Takes charge of accident or other emergency scenes, ensuring safety and security of operators, customers and Agency equipment; provides complete, accurate documentation related to the accident and ensures necessary notifications are made; reroutes buses or vans and adjusts headways in response to field conditions.
• Prepares and executes contingency plans for unexpected weather and route conditions, equipment failure, operator illness and similar occurrences.
• Assists operators in courteously gaining passenger cooperation by advising customers regarding Agency policies, procedures, rules, and regulations.
• Works with police officers to provide security to transit operators and customers.
• Meets with team members to evaluate service and resolve problems.
• Carries out special projects; prepares regular and special oral and written reports; documents daily Operations activities.
• Performs other related duties as assigned.

Qualifications

Required:

• Eighteen-months of experience in the transportation industry.
• Must also possess excellent customer relations and multi-tasking skills.
• No more than one (1) minor preventable accident in the past 12 months from date of application.
• No disciplinary actions (with the exception of a written reminder for one minor preventable accident) within 12 months from date of application.

Desired:

• Leadership experience in some capacity advising others, planning, overseeing and/or reviewing their activities.
• Paratransit or dispatching experience preferred.

Relief positions requirement:

• Due to the length of service as a Relief, the varied hours required, and the scheduling demands, permission from the applicant's supervisor to participate in the Relief Specialized Transportation Dispatcher program will be required.

Special Requirements:

• This job is considered safety sensitive, covered by the Agency’s drug and alcohol program and subject to testing according to federal regulations and Pierce Transit Policy.

Knowledge & Abilities:

Knowledge of:

• Safety rules and procedures required in the transportation of passengers
• Operations Department policies, procedures, rules, and regulations; policies and procedures specific to the Specialized Transportation Division
• Pierce County area and roads.

Ability to:

• Plan, organize and guide the activities of others
• Counsel, advise, train, and motivate a team of Transit Operators regarding performance and procedures deal tactfully and effectively with culturally diverse individuals at all levels and of varying socio-economic backgrounds
• Sensitively deal with elderly and physically and mentally challenged customers
• Recognize problems and recommend solutions
• Understand, interpret, and apply contracts, laws, policies, procedures and regulations
• Exercise sound judgment in stressful situations
• Communicate effectively orally both individually or in small groups and in writing
• Establish and maintain effective working relationships
• Operate a computer using Windows applications and other computer software programs
• Two-way communications; pass a job-related examination
• Pass federally required drug and alcohol testing mandates

Physical requirements:

• Requires the ability to see to read fine print, hear to receive information in person or on the telephone, speak clearly and distinctly to provide information, be stationed at a desk and operate a computer for extended periods of time.

Working conditions:

• Must be willing to work any shift (assignment to swing shift, graveyard and/or weekends likely).
• Duties are primarily performed in an office environment while sitting at a desk or computer terminal and are subject to working in enclosed office spaces.
• Incumbents are subject to noise and multiple interruptions.

Supplemental Information

Paid Leave[1]:
Full-time Pierce Transit employees are eligible to receive 11 paid holidays, 2 personal paid holidays, 12 days of sick leave, and 12 vacation days per year. Part-time employees, receive pro-rated leave, to include sick leave, vacation, personal holiday and holiday pay. Vacation leave accrual rates increase per the applicable Collective Bargaining Agreement.

Insurance Plans:
Pierce Transit employees and their dependents (including domestic partners) may elect a medical (includes vision) and dental plan. Medical and dental benefits begin the first day of the month following date of hire. Public Safety Officers are not a part of the dental plan and may elect dental coverage through their Union. Employees may also participate in a flexible spending account for eligible health care and dependent care expenses.

Basic life insurance as well as AD&D insurance coverage is provided by the employer at no cost to the employee. Employees may elect to purchase additional coverage. Additionally, long-term disability insurance is provided by the employer at no cost to the employee in the event an employee cannot work due to a covered illness or injury (some limitations apply).

Retirement Plan:
All employees of Pierce Transit are required to participate in the Washington State Public Employees' Retirement System (PERS). Employees are not covered under the Social Security System except for a 1.45% payment for Medicare.

For those eligible employees who were previous members of the Tacoma Employees' Retirement System (TERS), continuation of participation in that system may be permitted. Those employees will be required to contribute to the Social Security System and Medicare.

Deferred Compensation Plan:
Employees are eligible to participate in a 457 savings plan with an employer match of up to 4.25% of annual compensation with increases as years of service are met.

Hours of Work:
Most Pierce Transit employees have a 40-hour workweek; however, positions may require shift work, overtime, and weekend work.

Probationary Period:
All regular employees are subject to successful completion of a probationary period of 1,040 hours, unless the position is listed as "at-will" (i.e. Transit Operator Trainee).

Public Safety Officers are subject to successful complete of a nine (9) month probationary period.

Union Affiliation:
This job classification is covered by a Collective Bargaining Agreement.

Employee Wellness Program:
Pierce Transit offers a robust Employee Wellness Program to assist employees in developing and maintaining a healthy lifestyle. Incentives may be available for successful completion of Wellness activities. Additionally, an Employee Assistance Program (EAP) is available at no cost to the employee.

Tuition Reimbursement:
Pierce Transit offers reimbursement of tuition costs for successful completion of pre-approved courses once the employee has completed probation.

Student debt and how working for Pierce Transit can help
Employees may be eligible for the Public Service Loan Forgiveness (PSLF) Program, which forgives the remaining balance on your Direct Loans after you have made 120 qualifying monthly payments under a qualifying repayment plan while working full-time for a qualifying employer. See https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/public-service for more details.

[1] See applicable collective bargaining agreement for more information on eligibility for paid holidays and leave.