ACCESS DISPATCHER

Reports To: Manager of Access Operations

Salary Range: $21.50 per hour

Make an Impact at RTS

At RTS, we connect our community to the people, places, and opportunities that matter most. Join our Access team to help coordinate safe, reliable paratransit service and support our customers and Bus Operators every day.

Staying Healthy

• Medical, Dental & Vision Insurance
• Flexible Spending Account (FSA)

Feeling Secure

• Pension Plan
• NYS Deferred Compensation Plan
• Life, Disability & Supplemental Insurance

Work-Life Balance

• 17 days of PTO upon hire
• Paid Holidays
• Employee Assistance Program
• 24/7 Fitness Center
• Wellness Program
• Culture & Inclusion Council
• Public Service Loan Forgiveness (PSLF)
• Employee Discounts & More

About the Role

The Dispatcher coordinates Bus Operators and paratransit vehicles, monitors safe and efficient service, assists customers with ride scheduling and cancellations, and maintains operational records.

Current available shift: Friday through Monday, 2:00 PM – 12:00 AM (midnight). RTS Access operates seven days a week, 4:00 AM–1:00 AM; schedules may vary by bid pick. Must be available to work holidays. Holiday schedules are determined based on seniority. There is also an option to work five 8-hour shifts per week, which will be discussed during the interview.

What You'll Do

• Use dispatch software to assign operators and vehicles, monitor trips, adjust same-day schedules, manage on-time departures, late trips, no-shows, vehicle locations, and service closures in accordance with the collective bargaining agreement.
• Support Bus Operators with vehicle availability, change-offs, breakdowns, accidents, incidents, and call-offs; ensure required incident reporting is completed.
• Communicate road obstructions and weather concerns to coordinate safe vehicle movements.
• Prepare run rosters and operator manifests; assign, merge, or close scheduled work in accordance with the collective bargaining agreement.
• Maintain positive communication with Bus Operators via messaging and radio/voice communications.
• Coordinate with RTS Radio Control, Road Supervisors, Maintenance, and other RTS personnel.
• Complete daily administrative tasks, including operator clipboards, collection bags, passes, keys, and fare collection/accounting.
• Provide professional customer service; schedule or cancel rides, confirm ride times, explain service, answer questions, and take off-hours calls.
• Monitor operator dress code, radio conduct, pre- and post-trip inspections, and performance; report concerns to the Manager of Access Operations.
• Collect operator survey feedback and suggestions, respond to operators, and identify service improvements.
• Assist administrative staff with general office duties and perform other duties as assigned.

What We're Looking For

Required Qualifications

• High school diploma or GED.
• At least three years of experience in a dispatcher role.
• An equivalent combination of education and experience sufficient to perform the essential duties

Preferred Qualifications

• Experience with Trapeze, OrbCAD, Orb-Star, and intermediate Microsoft Excel skills preferred.

Knowledge, Skills & Abilities

• Ability to follow established procedures, exercise sound judgment, and escalate unusual situations appropriately.
• Ability to work independently within defined objectives and policies, with periodic supervisory review.
• Strong computer skills, including MS Windows, Outlook, and Word.
• Ability to operate two-way radios and standard office equipment.
• Excellent customer service and professional verbal and written communication skills.
• Strong organization, attention to detail, and follow-through.
• Flexibility and ability to adapt quickly to change, remain focused under pressure, and manage stressful situations.
• Ability to work independently and collaboratively with a team.

Working Conditions & Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit while using hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk, hear, see, and use a computer. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is occasionally required to stand, walk, reach with hands and arms, and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. The noise level in the work environment is usually moderate. The employee may occasionally be required to travel commercially.

Equal Employment Opportunity

Rochester Genesee Regional Transportation Authority (RGRTA) is committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, national origin, citizenship or immigration status, sex, sexual orientation, gender identity, pregnancy, age, veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local law. RGRTA will provide reasonable accommodations to qualified applicants and employees with known disabilities unless doing so would impose an undue hardship on the operation of the organization.

For safety-sensitive positions, RGRTA maintains a drug- and alcohol-free workplace in accordance with Department of Transportation (DOT) and Federal Transit Administration (FTA) regulations. Applicants for safety-sensitive positions must successfully complete a pre-employment drug test and receive a verified negative test result before performing safety-sensitive functions. Employees in these positions are also subject to additional drug and alcohol testing throughout their employment as required by applicable regulations.

As required by law, RTS tests for a variety of substances, including cocaine, amphetamines, opioids, phencyclidine (PCP), and marijuana metabolites. Please be aware that marijuana can remain detectable in the body for an extended period of time—sometimes more than 30 days—and may result in a positive drug test long after use.