Capital Area Transit System (CATS) is seeking a dependable and highly organized Transportation Dispatcher to support the real-time delivery of public transit service.
The Transportation Dispatcher monitors active service, maintains continuous communication with Bus Operators and Transportation Supervisors, coordinates routine operator coverage and service adjustments, responds to incidents and disruptions, and maintains accurate operational records.
This position requires the ability to remain calm and professional in a fast-paced environment, communicate clear and timely instructions, manage multiple priorities simultaneously, and recognize when issues must be escalated to Transportation management or other departments.
Key Responsibilities
Service Control
Monitor active transit service, operator assignments, route status, and schedule adherence using AVAIL/CAD-AVL, radio communications, and other agency systems.
Maintain real-time communication with Bus Operators and Transportation Supervisors regarding delays, detours, breakdowns, emergencies, reliefs, and service adjustments.
Initiate routine service-recovery actions within established procedures.
Monitor service conditions and promptly escalate significant disruptions, safety concerns, or unresolved coverage issues.
Provide clear, accurate, and consistent service-control communications.
Staffing and Coverage
Receive and document operator callouts, late reports, absences, and other staffing information.
Assist with routine replacement and coverage assignments in accordance with established procedures, seniority/labor requirements, and management direction.
Maintain accurate run, operator assignment, absence, and coverage records.
Promptly communicate staffing and coverage exceptions to Transportation Supervisors and management.
Incident and Emergency Communications
Receive reports involving accidents, incidents, security concerns, customer issues, vehicle breakdowns, and other field events.
Make required notifications to Transportation Supervisors, Risk and Safety, Maintenance, emergency responders, and management.
Maintain accurate, time-stamped documentation of communications, notifications, and actions taken.
Provide instructions within established procedures and promptly escalate matters requiring supervisory or management decisions.
Operational Documentation
Maintain daily Dispatch logs, service records, payroll source information, absence and union-business records, and other assigned documentation.
Ensure operational records are complete, accurate, timely, and consistent across shifts.
Support data collection for missed service, delays, incidents, overtime, staffing, and performance reporting.
Complete thorough shift-to-shift handoffs to ensure continuity of service.
Communication and Customer Service
Communicate professionally and respectfully with Operators, Supervisors, employees, customers, and other departments.
Use effective de-escalation techniques during stressful or challenging interactions.
Provide accurate information and avoid speculation or conflicting instructions.
Protect confidential employee and operational information.
Minimum Qualifications
Minimum of two (2) years of experience in dispatch, transportation operations, customer service, communications, call-center operations, logistics, emergency communications, or another fast-paced/time-sensitive operating environment.
Strong verbal communication and active-listening skills.
Strong computer, data-entry, documentation, and recordkeeping skills.
Ability to manage multiple communications, systems, and priorities simultaneously.
Ability to remain calm, professional, and focused during emergencies, service disruptions, employee issues, and other high-pressure situations.
Ability to follow established procedures, exercise sound judgment within assigned authority, and recognize when matters require escalation.
Ability to learn transit routes, schedules, operating procedures, labor requirements, emergency procedures, and service-control technology.
Preferred Qualifications
Public transit, fixed-route transportation, or passenger transportation experience.
Previous dispatch, service-control, radio communications, logistics, or transportation coordination experience.
Experience using CAD/AVL, dispatch, scheduling, radio, GPS, fleet-management, or similar real-time operating systems.
Knowledge of fixed-route transit operations, routes, schedules, and service-recovery practices.
Experience working in a unionized transportation environment.
Experience maintaining detailed, time-sensitive operational logs and records.
Additional Requirements
Ability to work rotating shifts, including early mornings, evenings, overnight shifts, weekends, and holidays.
Ability to work extended hours or overtime as operationally required.
Reliable attendance and punctuality are essential due to the continuous nature of transit operations.
Capital Area Transit System is an Equal Opportunity Employer.