Dispatcher/Router - Transit

Description

About Us:

The City of Glendale's Transportation Department works to ensure safe and efficient travel for the people of Glendale.

The Role:

The Dispatcher/Router receives telephone or radio calls and dispatches appropriate employees, crews, buses or equipment.

The ideal candidate for the role will have one year experience involving public contact; base radio dispatch; multi-telephone operation, and the use of computers and software packages. Knowledge and experience in the use of routing software applications is highly desirable.

Salary and Hiring Bonus:

This position is a Grade 307 with an annual salary between $36,898-$55,349

Benefits:

The City of Glendale offers a generous benefits package with competitive rates that become effective the 1st of the month following 30 days of employment. You can review the FY25 Benefits Guide or visit the City of Glendale’s Benefits page for more information.

Holiday, Vacation, and Sick Leave:

Regular status position’s offer:

The City of Glendale observes 10.5 holidays per year, and full-time employees are also granted an additional 12 hours of holiday special leave per calendar year to celebrate their cultural or religious holidays.
Vacation leave accrues at 5.33 hours per pay period (138 hours per year), and increases to 6.12 hours after 5 years, and to 7.6 hours after 10 years of service.
Sick leave accrues at 4.4 hours per pay period (114 hours per year).

Retirement:

This position participates in the Arizona State Retirement System (ASRS).
Contribution is mandatory, and the current contribution rate is 12%.

Essential Functions

ESSENTIAL FUNCTIONS:

Receives request for service calls from the public, other agencies, departments and crews, determines the priorities, and dispatches the appropriate employees, crews, buses and equipment.
Operates base radio unit to transmit messages to and from field crews, buses and supervisors.
Determines routes by using computer-mapping system. Refers to maps, street indexes, locations and other reference guides to determine locations, efficient routes, service jurisdictions, and provides information on transit services in neighboring cities.
Receives complaints, determines nature of complaints and refers to appropriate crew or supervisor or gives direct assistance.
Must be able to multi-task in a fast paced environment.
Manages emergency situations for vehicle operators; act as liaison between the operator and emergency services.
Provides information to callers regarding estimated time of service, general policies, services available and other related information.
Compiles and maintains accurate records, log information and statistics for local and federal requirements.
Monitors, maintains and updates information on road closures, utility outages, bus or equipment problems, crew locations, and bus shelters; keeps crews, drivers and supervisors informed.
Completes work orders, trip tickets, stores orders, complaint forms, various logs and timesheets.
Coordinates and monitors vehicle or equipment maintenance and repairs with the shop and request assistance for vehicle breakdowns.
Issues keys, radios and other equipment and takes periodic inventory.
Trains new employees in dispatch/router duties, policies and procedures.
Maintains computer files and records and generates reports.
Schedules drivers for appropriate shifts.
Performs other related duties as assigned.

Minimum Qualifications/Special Requirements/Success Factors

One year experience involving public contact; base radio dispatch; multi-telephone operation, and the use of computers and software packages. Knowledge and experience in the use of routing software applications is highly desirable.

Knowledge of:
The operation of base radio and telephone equipment
The geography and street landmark locations in the City of Glendale

Skill in:
Typing and the operation of personal computers
Microsoft Office Suite

Ability to:
Read maps and chart routes
Independently operate a base radio station, and to learn codes, equipment, call letters, crews, routes and zones
Evaluate situations and exercise judgment in dispatching crews, buses and equipment
Communicate clearly and concisely, both verbally and in writing
Provide outstanding customer service by responding to employee and citizen problems, concerns and requests, including passengers with a wide range of special needs, in a courteous and respectful manner
Interpret and explain City Transit policies and procedures
Maintain complete and accurate records and logs
Speak in a clear and understandable voice and remain calm in receiving and dispatching of calls
Establish and maintain effective working relationships with the general public, other agencies and City employees
Perform basic arithmetic calculations

Any equivalent combination of training and experience that provides the required knowledge, skills and abilities is qualifying.

Special Requirements
Applicants will be required to undergo drug testing prior to employment and will be subject to further drug and alcohol testing throughout their period of employment in accordance with the City of Glendale Substance Abuse policy.
Some night, weekends and holiday work may be required.
A valid Arizona driver's license.

Success Factor Classification Level - Foundational

Success Factors

Definitions

Classification Levels

Personal Accountability & Integrity

Takes personal responsibility for the quality and timeliness of work and in complying with organizational rules, policies and procedures. Earns others’ trust and respect through consistent honesty and professionalism.