Microtransit Dispatcher Lead

Job Summary

The Microtransit Dispatcher – Lead coordinates and supports daily on-demand microtransit operations using a ride request and reservation application, push-to-talk applications, and dispatch software as applicable. This position is responsible for monitoring service activity, assigning trips, maintaining real-time communication with drivers, and ensuring safe, efficient, and compliant transportation services primarily on military installations and to designated locations immediately off post. The Lead Dispatcher provides direct supervision of Microtransit Dispatchers, including performance oversight, scheduling coordination, and participation in corrective and progressive discipline processes, while also delivering day-to-day guidance, mentoring, and training to dispatch staff. The position serves as an operational point of contact in the absence of higher-level supervision and requires strong situational awareness, clear communication, sound judgment, and the ability to operate effectively in a dynamic, security-sensitive transit environment.

Duties and Responsibilities

• Safely and effectively coordinates on-demand microtransit service operations using a ride request and reservation application, push to talk applications and dispatch software to support real-time passenger transportation primarily on military installations and to designated locations immediately off post. 
• Receives, reviews, prioritizes, and assigns trip requests through the ride-on-demand platform, ensuring efficient vehicle utilization, timely service delivery, and compliance with established service parameters.
• Maintains continuous communication with Microtransit Drivers via two-way radio, mobile communication systems, and dispatch software to monitor vehicle locations, service status, delays, incidents, and customer needs.
• Ensures compliance with military installation access requirements, security protocols, routing limitations, and coordination procedures while dispatching vehicles within controlled or restricted environments.
• Monitors service conditions and adjusts assignments in response to traffic conditions, weather events, vehicle availability, passenger demand, or operational disruptions.
• Provides drivers with clear instructions, updates, and guidance related to routing, passenger issues, safety concerns, and service changes.
• Responds to service interruptions, incidents, emergencies, or unusual operating conditions by coordinating with drivers, supervisors, military installation personnel, emergency services, or City staff as appropriate.
• Maintains accurate electronic and manual records related to trip activity, service performance, driver communications, incidents, and operational issues.
• Provides courteous, professional assistance to passengers, drivers, City staff, and military installation personnel, including responding to questions related to service availability, ride requests, and transit policies.
• Supports service documentation, and reporting requirements as applicable to the microtransit program.
• Maintains a professional, orderly, and efficient dispatch workstation and adheres to all City policies, security requirements, and confidentiality standards.
• Establishes and maintains effective working relationships with drivers, dispatch staff, supervisors, military installation personnel, passengers, and other City departments.
• Performs other duties and special projects as assigned.

Lead Duties and Responsibilities

• Assists with onboarding, mentoring, and training of new Microtransit Dispatchers, including instruction on dispatch systems, radio procedures, service standards, operational protocols, and ongoing training of both new and current employees. Participates in hiring boards as assigned.
• Provides day-to-day leadership, guidance, and operational support to dispatch staff during assigned shifts; serves as the primary point of contact in the absence of higher-level supervision.
• Manages, counsels, and monitors performance and attendance of shift dispatchers and supports the Lead Driver in assessing the performance of shift drivers.
• Supports the consistent application of dispatch procedures, service standards, operational expectations, and contract service requirements, working collaboratively with the IGSA Transportation Manager and Lead Driver to ensure compliance.
• Assists the IGSA Transportation Manager in overseeing dispatcher and driver operational compliance requirements, including monitoring timesheets, dispatch equipment usage, vehicle maintenance reporting, and other daily transportation activities.
• With oversight from the IGSA Transportation Manager, assists in the professional investigation of complaints against dispatchers, driver accidents, and service-related complaints, and supports initiatives to determine root causes and implement corrective measures to reduce recurrence.
• With support from the IGSA Transportation Manager, oversees daily fleet pullout activities, pre-trip inspection compliance, and fleet availability.
• In coordination with the Lead Driver, monitors service performance and makes real-time service adjustments, including reassignment of trips, to maximize efficiency and ensure on-time response to ride requests.
• Develops and coordinates vacation scheduling for dispatchers and drivers, ensuring adequate staffing levels to meet operational needs.
• With guidance from the IGSA Transportation Manager and in coordination with Human Resources, supports the administration of appropriate and consistent corrective and progressive disciplinary actions.
• Tracks vehicle locations, trip status, pick-ups, drop-offs, late trips, no-shows, and missed trips, and prepares accurate shift summaries and operational reports.
• Responds professionally to rider inquiries and complaints and serves as a liaison between operational staff and management.
• Acts as a liaison with supporting vendors and participates in “Train the Trainer” initiatives in coordination with the IGSA Transportation Manager and Lead Driver.
• Models professional conduct, teamwork, and customer service standards and promotes a respectful, collaborative, and accountable work environment.

Supervisor Duties

Provides direct supervision of Microtransit Dispatchers, including performance management, attendance monitoring, coaching, scheduling oversight, and participation in the progressive discipline process in coordination with the IGSA Transportation Manager and Human Resources. Contributes to hiring, onboarding, and training efforts, evaluates employee performance, and assists in the investigation of complaints or operational incidents involving subordinate staff. Ensures consistent application of policies, service standards, and operational expectations while fostering a professional, accountable, and team-oriented work environment.

Work Environment

Work is primarily performed in an office or dispatch-center environment and involves extensive use of computers, multiple software systems, telephones, radio communications equipment, and other office technology. The position requires prolonged periods of sitting, sustained attention to computer screens, and frequent multitasking while responding to real-time operational demands. The work environment is generally moderate in noise level due to radio traffic, phone calls, and dispatch activity.

This position may require work during early mornings, evenings, weekends, holidays, or emergency situations based on operational needs. Dispatch operations support transportation services primarily on military installations and in immediately surrounding areas, requiring awareness of security protocols, access requirements, and coordination with military personnel. While most duties are performed indoors, the position may involve occasional exposure to time-sensitive, high-pressure situations requiring quick decision-making and clear communication. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Qualifications

• Four (4) years of relevant experience as a communications supervisor or lead dispatcher in a call-taking or dispatch environment; OR 
• Associate of Science degree in Emergency Management, Communications Transportation, or related field.
• Experience in emergency services or public transportation operations with demonstrated competency operating computerized dispatch platforms is strongly preferred. 
• Demonstrated technical proficiency and adaptability with operational software and hardware systems; ability to quickly learn, effectively utilize, and troubleshoot evolving technologies essential to microtransit operations.
• Must possess and maintain a valid driver’s license.
• Ability to cross-train as a driver for 15 passenger and ADA compliant vans.
• Must obtain FEMA ICS 100 and ICS 700 certifications within twelve (12) months of hire.
• Must be able to obtain and maintain access to military installations through approved methods. Military affiliation that automatically grants installation access (active duty, dependent, veteran, retiree, or similar status) is highly preferred.
• Must be able to perform general office and dispatch-related administrative activities, including use of a personal computer, dispatch or scheduling software, word processing and spreadsheet applications, multi-line telephone systems, radios, calculators, copiers, and other standard office equipment.
• Demonstrated ability to communicate effectively and professionally, both verbally and in writing, with drivers, passengers, supervisors, City staff, military personnel, and the public.
• Ability to work cooperatively and productively with supervisors, coworkers, and individuals at all levels of the organization, contributing to a positive, team-oriented work environment.
• Ability to plan, prioritize, and coordinate work activities, follow established procedures, and carry out directives with minimal supervision.
• Demonstrated reliability, regular attendance, and punctuality are essential to successful job performance.
• Ability to maintain a professional appearance, demeanor, and conduct while representing the City and its transit services.

Required Capabilities

• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• To perform the essential job functions and to ensure the safety of themselves, their coworkers, and the public, employees must have the ability to regulate attention; to plan; to understand, remember, and apply information; to effectively interact with others; to concentrate and maintain pace; and to adapt or regulate one’s behavior.
• Ability to proficiently read, speak, and understand English. Proficiency in non-English languages is highly valued.
• Ability to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
• Demonstrated strong verbal and written communication skills, analytical skills, statistical and mathematical abilities and interpersonal skills. Ability to read and interpret documents such as safety rules, operating maintenance instructions and procedure manuals. Ability to write complex reports and distill information for many audiences.
• This position requires close, distance and peripheral vision.
• Ability to hear an average conversational voice in a quiet room, using one or both ears, at a distance of six (6) feet. Ability to hear sounds and signals indicating work and safety necessities.
• This position requires standing, walking and sitting for periods of time. Utilization of hands and fingers to operate office computer keyboard and equipment required. Must be able to reach with hands and arms, and stoop, kneel or crouch if needed.
• Must be able to lift up to twenty (20) pounds as needed and frequently lift up to ten (10) pounds.  
• This position requires effective proficiency in the use of computer software and applications, office equipment, and professional telephone use. The ability to adequately type quickly with few to no errors is also very important. This position will often require multi-tasking in the use of computer, phone, and office equipment while interacting with clients. Candidates for this position may be required to take and pass technology proficiency assessments prior to employment.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

*This position will be open until filled*