Salary : $43,267.91 - $64,901.87 AnnuallyLocation : Monroe, NCJob Type: Full-Time RegularJob Number: 581004Department: TransportationOpening Date: 01/03/2025Closing Date: 1/9/2025 11:00 PM EasternGeneral StatementThe Transportation Dispatcher, under general supervision, leads the daily scheduling and direction of vehicle movement for the Union County Transportation fleet to enable transportation services to be provided to Union County residents. The Dispatcher's work involves: receiving service requests from clients, communicating with drivers via two-way radio and phone, completing analysis of vehicle schedules and other logistics and providing direction to enable efficient coordination and routing of client trips, ensuring funding sources are correct when scheduling trips to enable accurate record keeping. Work requires considerable tact and courtesy in dealings with the public, drivers, and representatives from community partners. Assists in the daily service operations of the Human Service Agency's Transportation Division. Essential FunctionsComplies with policies and procedures set forth by the Transportation Department, Union County, NCDOT, and FTA.Demonstrates outstanding organizational and multitasking abilities.Performs a variety of duties, often changing from one task to another with frequent interruptions and/or distractions.Is able to actively listen and communication effectively.Exhibits sound judgment and critical thinking.Ensures daily scheduling of Transportation fleet vehicles by developing plans to provide requested client trips in the most efficient way possible.Reviews, organizes, and maintains trip manifests to maximize route efficiency.Assesses unexpected problems with transportation (e.g., flat tire, unexpected roadway closure) and helps develop a plan to limit disruptions in client transport schedules.Maintains timely, accurate communication practices to serve as a liaison with parties, including drivers, clients, administrative team members, and fleet maintenance. Reviews daily route-related logistics, assists with documentation of patterns or inefficiencies and recommends process changes to maximize efficiency and service miles provided to clients.Assists with training new drivers and provides ongoing coaching for experienced drivers on activities including radio etiquette, tablet utilization, and planning execution of scheduled routes.Ensures that driver manifests are provided to the drivers daily via email and/or printed copy.Operates a two-way radio system for monitoring and communicating with Transportation drivers throughout the day.Responds to incoming calls daily from eligible County citizens. Maintains courteous communications in handling travel requests. Provides passengers with an estimated wait time and/or pick-up time. Responsible for assuring that next-day cancellations are provided to the appropriate driver when they are received after the distribution of schedules. Provides cancellation and no show policy information as well as other information regarding the use of the transit system as needed.Ensures that any information received from the general public and agency representatives is captured accurately and either entered directly into the scheduling system or forwarded to the scheduler (reservationist) to enter into the scheduling system.Understands best practices and stays up-to-date on processes associated with the most current release of transportation scheduling and dispatching software and other related technology applications.Stays abreast of changes to maps, demographic information, street signs, transportation routes, etc.Stays abreast of handicap entries to buildings, etc. Informs drivers of barriers to transportation routes.Prioritizes calls according to urgency and importance.Receives emergency calls from drivers and is responsible for contacting Emergency Communications (911) to dispatch ambulance service, police, etc., as required. Must gather facts while remaining calm and focused during emergency situations, giving only appropriate facts while providing information to the Emergency Communications Telecommunicator and transmitting to pertinent staff.Maintains computer-generated logs of all service requests; updates client information, driver hours, mileage, and passenger information for reporting purposes; and responds to calls and service requests promptly, with courtesy.Advises the Supervisor/Program Manager of any field problems such as accidents, vehicle breakdowns, etc., and assists in resolution upon request.Monitoring weather reports or notifying authorities if necessary.Demonstrates the ability to develop and maintain cooperative and courteous relationships with division employees, staffers and managers in other divisions, representatives from organizations, and the general public so as to maintain goodwill toward the division and project a good division image.Covers other Transportation staff positions when required or requested. This may include driving a transportation vehicle in the event of driver shortage or heavy schedule demand, as well as providing coverage for Transportation office staff (e.g., Reservationist/ Scheduler, Billing Representative, etc.).Coordinates between drivers and mechanics to ensure vehicle maintenance is addressed.Responds to the activation of the County's Emergency Operations Center (EOC) to assist with providing emergency transportation services as appropriate when directed.Represents the County, Human Services Agency, and program in a positive light by demonstrating the Union County Way of customer service with all staff, internal and external business partners, and customers by communicating in a timely, tactful, consistent manner, both with clear, accurate written information and verbally with poise, voice control, and confidence.Maintains high standards of accuracy in work products and while completing all duties.Coordinates hands and eyes rapidly and accurately in using office equipment.Performs a variety of duties, often changing from one task to another with frequent interruptions and/or distractions.Maintains effective and efficient output of all duties and responsibilities.Attends work regularly and adheres to County policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time off requests.Maintains an enthusiastic, self-reliant, and self-starting approach to meeting job responsibilities and accountabilities. Strives to anticipate work to be done and initiates proper and acceptable direction for completion of work with a minimum of supervision and instruction.Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice and researches problems, situations, and alternatives before exercising judgment.Shares knowledge with supervisors and staff for mutual and County benefit. Contributes to maintaining high morale among all County employees. Develops and maintains cooperative and courteous relationships with department employees, staffers, and managers in other departments, representatives from organizations, and the general public so as to maintain goodwill toward the County and project a good County image. Tactfully and effectively handles requests, suggestions, and complaints from other departments and persons in order to maintain goodwill within the County. Interacts effectively with fellow employees, professionals, and the general public.Demonstrates integrity while building relationships and trust. Demonstrates sound moral and ethical principles at work in the performance of duties.Performs other related duties as assigned. QualificationsMINIMUM QUALIFICATIONSEducation and Experience:High School Diploma or an acceptable equivalency diploma (GED), and two (2) years of experience in general office work, telecommunications, dispatch, call center, customer service or related field; or equivalent combination of education and experience. Licenses or Certifications:Must have a valid Driver's License and be able to maintain a safe driving history as defined by the Union County Vehicle Use Policy.PREFERRED QUALIFICATIONSEducation and Experience:High School Diploma or an acceptable equivalency diploma (GED), and four (4) years of dispatch experience, or, two (2) years of dispatch experience and two (2) years of experience as a driver operating in an environment that requires on-time delivery of passengers or products.Licenses or Certifications:Must have a valid Driver's License and be able to maintain a safe driving history as defined by the Union County Vehicle Use Policy.Supplemental InformationPHYSICAL DEMANDSMust be physically able to operate a variety of machinery and equipment including computers, typewriters, copiers, radios, fax machines, calculators, printers, conversion van/LTV, mini-van w/ramp, and/or handicapped vans/LTV with automated lifts, two-way radio, telephone, etc. Must be able to perform light work exerting up to 40 pounds of force occasionally, 10 pounds of force frequently, and negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects, including the human body. This job is rated as Light work.WORK ENVIRONMENTWork is performed in a dynamic environment that requires the need to be sensitive to change and responsive to changing goals, priorities, and needs.INSURANCE PROGRAMS HEALTH INSURANCEAll full-time employees and their eligible dependents can participate on the first day of the first full month of employment. You must sign up for coverage within your first 30 days of employment or wait until the annual enrollment period. Health Reimbursement Account Preventative Care Coverage Prescription Coverage Vision CoverageDENTAL INSURANCE All full-time employees and their eligible dependents can participate on the first day of the first full month of employment. You must sign up for coverage within your first 30 days of employment or wait until the annual enrollment period.LIFE INSURANCE Basic Term life Insurance in the amount of one times the annual salary is provided for all full-time and benefitted part-time employees. Additional coverage is available for purchase through payroll deduction for the employee and eligible dependents.FINANCIAL PROGRAMS RETIREMENT Membership in the North Carolina Local Government Employees Retirement System is a requirement for all full-time and benefitted part-time employees. Employees contribute six percent (6%) of their annual compensation before it is taxed. If you leave County service before retirement, you may withdraw your retirement contributions or elect to freeze your contributions in anticipation of future local government employment. If you have five (5) years of service, you are 100% vested in the NCLGERS. NC401(k)The NC401(k) supplemental retirement program is available to full-time and benefitted part-time employees. The County establishes this 401(k) account for each eligible employee and makes a five percent (5%) contribution based on biweekly earnings. Employees may elect to make voluntary contributions through payroll deduction.457 DEFERRED COMPENSATIONThe 457 Deferred Compensation program is available to all employees through payroll deduction. Deferred compensation is a voluntary investment plan to supplement retirement income and to defer taxable income. FLEXIBLE SPENDING ACCOUNTS Options are available to regular full-time and benefitted part-time employees who wish to use pre-tax dollars for eligible medical, pharmacy, dental, vision, and daycare expenses. The Flex Debit Card program gives you instant access to your account funds.Health Care Spending AccountSection 125 of the IRS Code allows yearly voluntary enrollment to set aside pre-tax dollars for eligible health care expenses.Dependent Care Spending AccountSection 125 of the IRS Code allows yearly voluntary enrollment to set aside pre-tax dollars for eligible dependent care expenses.DIRECT DEPOSIT Deposit of your paycheck will be made to checking or savings accounts in a bank of your choice.CREDIT UNION Local Government Federal Credit Union membership is available to all employees. Once you join, you can remain a member for as long as you choose. Immediate family members such as: spouse, children, stepchildren, brothers, sisters and parents can all become members.TRUISTNo Overdraft Fees$100 Negative Balance BufferOnline and Mobile Banking with Bill PayLEAVE PROGRAMS VACATION LEAVE Vacation leave is accrued based on creditable years of service in the Local Government Employees Retirement System.SICK LEAVE For full-time County employees, sick leave accrues at eight (8.0) hours per month. Benefitted part-time employees accrue prorated sick leave based on a percentage of the full-time rate. Your unused sick leave balance can be applied as creditable service toward a service retirement under the guidelines of the NCLGERS.SICK LEAVE TRANSFER FROM OTHER AGENCIES Unused sick leave earned from another North Carolina Governmental Agency and/or entity, will be accepted and transferred to the County as follows: twelve (12) sick leave days will be transferred and added to the employees active sick leave balance after completion of six (6) months of employment. The remaining balance of sick leave documented for transfer at the time of employment will be recorded in the employees permanent personnel file. On the fifth anniversary of employment with the County, the remaining balance of transferred sick leave will be added to the employees active sick leave balance.HOLIDAYS There are 12 County recognized holidays per year with 1 floating holiday available.MILITARY LEAVE Annual Training - 10 paid workdays granted.Active Duty - 20 paid workdays granted.CIVIL LEAVE Paid leave is provided to full-time or regular part-time County employees called for jury duty or as a witness of the court for the federal or state government, or a subdivision thereof.FAMILY & MEDICAL LEAVE ACT Federal law provides job protection and continuation of existing paid health insurance during 12 weeks of leave, paid or unpaid, to an eligible employee for qualifying events. These events can include birth or adoption, and serious illness of an immediate family member, or of the employee.PAID PARENTAL LEAVEParental Leave provides the employee paid leave for the first eight weeks of approved FML for the birth of a son or daughter, or placement with the employee of a son or daughter for adoption or foster care.ADMINISTRATIVE LEAVE Educational Leave is available to regular full-time and benefitted part-time employees when participating in a job-related, short course, such as an update, not to exceed ten (10) consecutive working days. VOLUNTEER TIME OFFVolunteer Time Off will provide employes with 16 hours of paid time per calender year to volunteer at approved Union County community partner agencies. OTHER PROGRAMS EMPLOYEE ASSISTANCE PROGRAM The Employee Assistance Program is open to all employees and their dependents. It is a confidential service provided at no cost to the employees of the County. EAP provides certified counselors who administer assessment and brief therapy to employees who want help with a variety of personal and work-related issues such as stress, parenting concerns, grief, alcohol/drug use, family problems, financial concerns, and work-related problems.AQUATIC AND FITNESS CENTER We believe that staying healthy is more than just exercising regularly and eating well. Individual and family discount membership and monthly dues are available to full-time and benefitted part-time employees through payroll deduction.NATIONAL COLLEGE SAVINGS PROGRAM The National College Savings Program is open to all employees. The Program is designed to provide certain tax advantages, encourage and facilitate saving to pay the costs of attending eligible institutions.01 Do you have a valid driver's license and clean driving record?
02 Please list and describe any experience you have with a transportation managment system (e.g., RouteMatch, CTS TripMaster, EcoLane, TripSpark, etc.) If yes, please explain. 03 Do you have at least two (2) years of experience in general office work, telecommunications, dispatch, call center, or customer service? If yes, please explain the area of experience. 04 How much experience do you have working with two-way radio communication systems? 05 How strong is your geographical knowledge of Union County? How would you ensure this knowledge to effectively dispatch drivers? 06 Describe your previous experience with Transportation emphasizing dispatch and scheduling. Required Question