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

1. 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.
2. 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, MAT’s, telephones, electronic data processing equipment and other systems as required. 
3. 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.
4. 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.
5. 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.

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 selection 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.
• 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.