Dispatcher - Routes to Recovery

Job Overview
We are seeking a reliable and dedicated Dispatcher to join our Routes to Recovery Team. The Dispatcher is responsible for coordinating and scheduling transportation services for Routes to Recovery (RTR). This position manages incoming calls, schedules trips, and ensures timely communication between clients, drivers, and staff. The Dispatcher plays a key role in maintaining efficient operations and supporting RTR’s mission to provide safe, reliable, and compassionate transportation for individuals accessing medical care, recovery services, and community resources.

Essential Duties and Responsibilities:

• Receive and process ride requests via phone, email, or electronic system.
• Schedule and assign rides accurately in Trip Master or other scheduling software.
• Communicate schedules, route changes, and updates to drivers throughout the day.
• Respond promptly to same-day changes, cancellations, or emergency ride requests.
• Maintain clear and professional communication with clients, drivers, and partner organizations.
• Verify and document completed trips for accuracy and compliance.
• Support data collection and reporting for grant and contractual requirements as directed.
• Monitor program performance indicators such as on-time rates and ride completion.
• Provide general administrative support to the Program Coordinator and Program Director.
• Ensure all interactions reflect RTR’s commitment to empathy, professionalism, and person-centered service.

Required Qualifications:

Education: High school diploma or GED required.

Experience: Minimum of one (1) year experience in dispatch, scheduling, transportation coordination, or customer service preferred.

Skills and Abilities:

• Strong communication and problem-solving skills.
• Proficient in computer use, including Microsoft Office and scheduling platforms.
• Ability to manage multiple tasks in a fast-paced environment.
• Detail-oriented with strong organizational and time-management skills.
• Ability to work independently and as part of a team.
• Demonstrates patience, professionalism, and empathy when interacting with clients.

Core Competencies:

• Dependability: Consistently reliable and accountable in meeting scheduling deadlines and shift expectations.
• Attention to Detail: Ensures accuracy in trip data, schedules, and communication.
• Customer Service: Responds to clients and drivers with courtesy and professionalism.
• Team Collaboration: Works effectively with coordinators, drivers, and leadership to ensure smooth operations.
• Adaptability: Remains calm and flexible during schedule changes or high-volume periods.

Work Environment:

• This position may operate in an office or remote environment.
• Requires regular communication with drivers, clients, and administrative staff via phone, computer, and radio.
• Must be able to sit for extended periods and manage multiple digital tools simultaneously.

About Routes to Recovery:

Recovery Point West Virginia’s transportation initiative, Routes to Recovery, addresses the need for access to medical appointments, job interviews, and work-related activities. It aims to break down transportation barriers, building a foundation for lasting recovery one ride at a time. Our person-centered approach is built on compassion, professionalism, and understanding — many of our team members are in recovery themselves and bring valuable lived experience to their roles.

Job Type: Full-time

Pay: $15.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: Remote