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Dispatcher/Monitor-CCT (4004)

Category:  Manager/Supervisor/Administrator
Facility:  SEPTA Headquarters
City:  Philadelphia
Date:  Jun 3, 2021
Req ID:  1559

The Southeastern Pennsylvania Transportation Authority (SEPTA) is the sixth largest transportation system in the United States, with a vast network of fixed route services including bus, subway/elevated, trackless trolley, light rail, and commuter rail serving a 2,200 square mile service region.      

We are currently seeking a Dispatcher/Monitor-CCT (4004) in the Ops/CCT. 

 

Details:

Opening Date: 06/03/2021

Closing Date: 06/24/2021

Job Grade: SAM 36

 

Salary Range: Min: $52,156.00 - Mid: $65,182.00 - Max: $78,208.00 

*Note: Starting salary not to exceed midpoint.

       

OVERALL DESCRIPTION

To monitor, control and report on the daily operation of paratransit service in the City of Philadelphia and four Suburban Counties insuring that service operates safely, efficiently, on-time, and with the highest quality to provide the best customer service experience to CCT customers on a 24/7 basis.

SPECIFIC RESPONSIBILITIES

  • Monitors and controls the movement of all revenue paratransit vehicles and/or support vehicles in the City and Suburbs using a Computer Aided Radio Dispatch (CARD) System and system tools such as Automatic Vehicle Locator (AVL), Global Positioning System (GPS), Mobile Android Tablet (MAT), Mobile Data Computers (MDC), RouteMatch Standard Dispatch Module, and Orbcad Incident Queue and Performance Queue, which in conjunction with the current Demand Response Transportation Software (DRTS) permits dispatchers to optimize the operation of service, to troubleshoot day of service issues while operating an efficient schedule  and addressing unexpected contingencies with an eye at minimizing disruption. Controls on-time performance while preserving a high quality standard of service delivery.
  • Manages, monitors and controls all on-going communication during normal and emergency operations including directing  field personnel to troubleshoot service and operating issues such as delays, accidents and incidents as well as  proper follow-up with SEPTA management, internal/external Emergency Response Agencies, customers, facility personnel and contract 3rd Party Transportation Contractors personnel (Safety Supervisors, Operations staff, Operators, etc.) utilizing radios, MDC’s, Tablets, MAT’s, telephones, electronic data processing equipment and other systems as required. 
  • Adjusts and coordinates modifications to schedules in response to service disruptions including weather emergencies, detours, in- service vehicle failures, incidents involving customers/operators, operator shortages, vehicle accidents and emergency situations caused by software and/or hardware failures.
  • Handles and documents in multiple data processing media all customer inquiries regarding “where is my ride”, trip cancellations via an Automated Call Distribution (ACD) system and calls from service sponsors and agency personnel regarding details of their clients’ service via CCT internal phone lines.
  • Coordinates with other CCT departments (Scheduling, Reservations, Customer Service, and Field Service) and other SEPTA departments outside CCT to ensure paratransit service is coordinated with SEPTA fixed route during normal and emergency conditions as well as special events and to maximize use of passenger and vehicle data collected by other Departments in efforts to improve CCT service quality.

ADDL / DISCIPLINE RESPONSIBILITIES

  • Coordinates with the entities listed below daily to several times weekly in order to update the status of all service related & operating issues including but not limited to incidents, accidents and/or breakdowns on the day of service; Communicate and coordinate adjustments and modifications to schedules in response to service disruptions including weather emergencies, detours, in-service vehicle failures, incidents involving customers/operators, operator shortages, vehicle accidents and emergency situations caused by software and/or hardware failures; Update any unusual occurrences on day of service with regard to customers and/or operators; Coordinate response activities during emergencies and service disruptions; Follow-up with all information necessary for the continued operation of service and completion of management reports.
    • Internal CCT personnel (i.e. Control Center Supervisor,  Scheduling, Reservations, Customer Service, Where My Ride Call Center, Program Eligibility Regulatory Compliance (PERC), Contract Compliance, Dispatchers, CCT Senior Management (i.e. Chief Officer), SEPTA Senior Management (i.e. AGM Operations) 
    • Three (3) to five (5) City & four (4) Suburban 3rd Party Transportation Contractors Operations personnel; 
    • SEPTA Police & City/County Police; 
    • Customers-CCT. 
    • Coordinates with external Agency Facilities (i.e. Senior Centers, Adult Daycares, and Dialysis Units), Update the status of all service and operating issues including incidents, accidents and/or breakdowns on the day of service; Update any unusual occurrences on day of service with regard to customers and/or operators; Coordinate response activities during emergencies and service disruptions. 
  • Coordinates with fixed Route (Controllers) to manage response activities during emergencies and service disruptions affecting fixed route. 
  • Coordinates with SEPTA Office of Inspector General (OIG) to communicate to the OIG any unusual occurrences and incidents on day of service with regard to customers and/or operators.
  • Coordinates with Medics (EMT) to report all medical emergencies requiring a rescue for all or some customers and/or operators in and/or around CCT vehicles.
  • Complies with all Authority and departmental safety and security policies and procedures as well as all applicable job safety responsibilities. Reports any safety concerns, compromises or hazards affecting operations, the public, self and/or other employees. Responsible for personal safety and is encouraged to promote the safety of others.
  • Performs other duties as required/assigned.

QUALIFICATIONS AND EXPERIENCE

  • High School Diploma or equivalent and a minimum of six (6) years transportation experience which includes Customer Service and/or two-way radio communication required.
  • An equivalent combination of experience and education [i.e. two (2) years of related experience, equating to one (1) year of formal post high school education] may be considered in lieu of the above requirements.
  • Must possess and demonstrate good written and verbal communication skills as well as well-developed problem solving skills which will be used as one of several determining criteria during the interview process. 
  • Demonstrated ability to meet work productivity levels established by the department, utilizing existing technologies, systems and procedures required.
  • In-depth knowledge of City of Philadelphia’s streets and traffic patterns, and major landmarks in Bucks, Chester, Delaware and Montgomery Counties required; Familiar with mapping software to assist operators reach the location of the customer required.
  • Computer proficiency with Microsoft Windows Suite, which includes Word required; candidate must pass Word Basic testing prior to interview.
  • Ability to work independently and as team member with minimal Supervision 100% of the time required.
  • The candidate must have had previous work experience which shows a high level of reading/comprehension, spelling and writing/logical sentence completion and report writing. This is a basic minimum requirement of this position. Candidate must have some experience working in a fast paced environment, either as part of a team or alone in a job requiring the ability to organize, prioritize and schedule assignments to meet daily deadlines. Candidate must be skilled at quickly synthesizing information from multiple systems and making decisions that consistently meet Departmental goals. Having full command of these skills is highly desirable; some familiarity and evidence of their use is a minimum requirement.
  • Keen sense of commitment to SEPTA’s customer service protocol required. Customer service must guide at all times the interaction with customers and co-workers regardless of the complexities of the situation at hand.

SEPTA is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.             


Nearest Major Market: Philadelphia