OVERALL DESCRIPTION

Directly responsible for the day-to-day supervision of CCT Control Center operations and personnel to insure the delivery of safe, productive, courteous and dependable paratransit service. Coordinate the management of daily operations for The City and Suburban Carrier Operations. Direct other Transportation Managers/Supervisors for either Paratransit and/or Fixed Route Operations to perform specific functions in support of service incidents and/or accidents; produce records of these functions via detailed reports.

SPECIFIC RESPONSIBILITIES

1. Supervises and directs Control Center Dispatchers monitoring and controlling paratransit service operations.
2. Directs and instructs Control Center and field supervisory personnel during emergencies or special events to minimize the impacts of incidents/accidents on paratransit operations.
3. Coordinates response activities during emergencies and service disruptions. Oversees or directs the deployment of SEPTA and third-party carrier Field Service personnel in investigation and follow up to accidents/incidents involving SEPTA paratransit carriers. Ensures that prompt and thorough investigative policies and procedures are used immediately after a field accident.
4. Manages problem resolution of service delivery, patron and billing issues between SEPTA and the third-party contractors. Generates thorough written reports documenting relevant problems and their resolution.
5. Controls and directs the movement of all revenue Paratransit vehicles and support vehicles via a Computer Aided Radio Dispatch (CARD) System & Zello in conjunction with the current scheduling software (RideCo) to optimize the operation of our Paratransit service and to trouble shoot disruptions of service.
6. Oversees on-going communications with field and third-party carrier personnel utilizing computers, radios, telephones, and Mobile Data Equipment to ensure efficient transmission, processing and proper feedback to decisions made regarding service.
7. Coordinates with outside agencies including government and public or private agencies involved in the sponsorship of paratransit service to ensure compliance with terms and conditions of service delivery.
8. Coordinates all on-going communication with management, emergency personnel, patrons and carriers concerning service delays, accidents and incidents and other major deviations from normal service.
9. Follows-up on complaints concerning carriers and patrons.
10. Identifies patterns from customer service complaints and implement programs or activities geared at customer service satisfaction.
11. Prepares weekly manpower work schedules to accommodate seven days a week, twenty-four-hour operations and makes manpower reassignments and adjustments in response to employee vacations or emergency absences.
12. Oversees delivery of service by the third-party carriers including decisions regarding service adjustments, operation of extra tours and all deviations from regularly scheduled service.
13. Performs periodic audits of dispatcher performance to improve safety, efficiency and customer service in the operation of paratransit service.
14. Conducts training and retraining for Control Center and field personnel, as necessary, concerning SEPTA policies and procedures, Control Center standard operating procedures and practice and basic dispatching techniques.
15. Monitors performance and attendance records for supervisory employees and administer appropriate disciplinary measures as necessary.
16. 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.
17. Performs other duties as assigned.

QUALIFICATIONS AND EXPERIENCE

• High School Diploma or equivalent and a minimum of three (3) years transportation, administrative, and/or call center experience which includes customer service required.
• Must possess the ability to manage simultaneous responsibilities in a diverse and demanding work environment.
• Must be proficient with Microsoft Windows and Microsoft Office (i.e. Word).
• Must possess strong analytical, written, and verbal communication skills, with the ability to communicate effectively.
• Possess knowledge of the streets, traffic patterns, and major landmarks within the City of Philadelphia and Bucks Chester, Delaware, and Montgomery counties.
• Must be available to work a variety of shifts, including day, evening, and night shifts, as well as weekends and holidays based on operational needs.