Dispatcher
SCR Medical Transportation, Inc - Chicago, IL

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DESCRIPTION

The primary function of the dispatch department is to maintain organized efficient routes that will ensure the safe and efficient operation of all Drivers while in revenue service.

Nature and Scope: SCR is a rapidly growing, specialized public transportation company that has built its reputation in the industry with a strong focus on customer service, on-time performance and continuous improvement. The foundation for its success is based on core values and cultural norms in the organization which is centered on sensitivity, caring and responsiveness; values embodied in the name of the company itself, SCR. Successful employees in the organization embrace these values and also demonstrate high standards of excellence, hard work/dedication/ professionalism, respect, adaptability, dependability, patience and team work.

Dispatchers provide customer service by assisting the drivers to get our passengers on time and give them the most direct trip possible. A major challenge for this position is remaining flexible to ensure that performance goals are met in spite of operational challenges such as: vehicle shortages, staffing levels, and inclement weather conditions.

Key Performance Indicators:
  • Daily on-time performance (as indicated by internal goals and external contractual goals),
  • Daily productivity (trips per hour).
  • Ability to follow the department Standard Operating Procedures (e.g. missed trips).
  • Attendance.
  • Ability to multi-task as indicated by number of late trips, updating of routes, and communication with co-workers.
DUTIES

  • Supervises the Drivers by operating the radio and phone in the dispatch area.
  • Assesses and responds to the driver's needs to ensure their safe operation.
  • Continuously monitors On Time Performance and Productivity
  • Adjust routes as needed to ensure performance goals are met.
  • Responds to accidents/incidents as directed by Management, ensuring that all on-site A/I procedures are followed promptly.
  • Maintains professionalism (conduct and appearance) in a high pressure environment.
  • Provides quality customer service to both internal and external customers.
  • Attends department/company meetings and trainings.
  • Completes written reports with accuracy and within a timely manner.
  • Acts as a team player to achieve department and organizational goals.
  • Makes effective decisions based on Standard Operating Procedures.
  • Exercises good time management and forecasting skills.
QUALIFICATIONS

Minimum Qualifications:
  • Candidate must have a high school diploma, or GED equivalent;
  • Computer skills, specifically Microsoft Office;
  • Operational knowledge of the Para-transit or Transportation Industry;
  • Strong customer service, verbal and written communication, and problem solving skills;
  • Strong sense of direction and map/navigation skills;
Preferences:
  • Trapeze and previous dispatch experience preferred.
Physical Demands: Sitting for extended periods of time at a desk operating a computer, phone, and two-way radio. Excellent manual dexterity and fine motor skills. Normal color vision in addition to good close-up vision either normal or corrected. Visual acuity should be at a level where working on the computer will not inhibit vision.

Work Environment: Employee is required to work in an office setting in a cubicle where there is constant communication with co-workers. 24/7 Operation: employees generally work 40 hours; overtime is available through sign up, first come first serve. Requires flexible hours, including extended days and some weekends as needed with rotating holidays.
  • Supervises the Drivers by operating the radio and phone in the dispatch area.
  • Assesses and responds to the driver's needs to ensure their safe operation.
  • Continuously monitors On Time Performance and Productivity
  • Adjust routes as needed to ensure performance goals are met.
  • Responds to accidents/incidents as directed by Management, ensuring that all on-site A/I procedures are followed promptly.
  • Maintains professionalism (conduct and appearance) in a high pressure environment.
  • Provides quality customer service to both internal and external customers.
  • Attends department/company meetings and trainings.
  • Completes written reports with accuracy and within a timely manner.
  • Acts as a team player to achieve department and organizational goals.
  • Makes effective decisions based on Standard Operating Procedures.
  • Exercises good time management and forecasting skills.