Under regular direction and in compliance with standard operating procedures and policies, monitors and coordinates the movement of daily fixed route and paratransit operations to ensure service delivery. Provides support and customer service for both fixed route and paratransit services. Utilizes Greenlink resources to manage weekly and daily fixed route and paratransit passenger and employee schedules. Utilizes Automated Vehicle Location (AVL) and other technology to continuously monitor fixed route and paratransit fleets and adjust as needed to ensure smooth service delivery. Answers calls from paratransit customers and schedules rides. Ensures frontline coverage for fixed route and paratransit operations and fills uncovered work where needed. Reconciles end-of-day transactions and counts daily fares (cash and coins) from revenue service vehicles. Performs a wide variety of clerical duties including answering multi-line phones, receiving and sorting mail, data entry, filing, and typing. Completes various administrative projects related to service delivery as required by Greenlink Management. Performs duties of Greenlink Customer Service Representative at Greenlink Terminal, as needed. Actively participates in the reporting and tracking of safety-related issues or concerns that are observed during essential job functions.

Essential Functions

% of Time

• Provide Radio Dispatch and Fleet Monitoring: Provide public transit dispatching for fixed route and paratransit services. Act as a central location for all incoming communication related to service delivery and direct communication as needed to the appropriate Greenlink personnel. Monitor two-way radio traffic from frontline staff and respond accordingly. Respond to and effectively resolve all operator requests in a timely fashion. Coordinate with supervisors to authorize and communicate route or service changes due to inclement weather, unsafe conditions, road constructions, accidents, and other unique situations. Instruct drivers concerning directions and detours. Contact and coordinate with law enforcement and emergency services when needed. Continuously monitor the location, condition of, and state of charge for fleet vehicles utilizing AVL and other applicable Intelligent Transportation Systems (ITS). Coordinate with maintenance when replacement vehicles or drivers are needed due to accidents, breakdowns, or other emergencies. Coordinate the movement of fleet vehicles in the Operations & Maintenance Facility yard, as well as at the Greenlink Transit Center throughout the service day. Monitor and record all missed trips, road calls, and other relevant service information. Support management in the implementation and continuous improvement of Safety Management System (SMS) processes and activities. Report operational problems and incidents to supervisor. Make recommendations and propose solutions to operational problems. Ensure all fixed route trips are logged into the correct run and trip in the AVL tracking system. Monitor the AVL for communications from operators, alerts, and emergency alarms and respond accordingly.

40%

• Coordinate Daily Schedule & Shift Management: Using shift templates created by management, ensure weekly and daily work schedules are assigned to qualified frontline staff. Ensure all work is scheduled in compliance with Greenlink’s scheduling policies, fatigue management programs, and applicable state and federal laws. Monitor schedules throughout each service day to respond to any unexpected work schedule openings. Take call outs from frontline staff and document absences appropriately. Act in a timely fashion to fill any unexpectedly open work with qualified frontline staff. Ensure all shifts are programmed into the appropriate scheduling system completely and accurately. Notify all affected frontline staff of any changes to employee schedules. Communicate any issues with scheduling to on-duty Transit Shift Supervisors. Assign vehicles to routes according to Greenlink policies and effectively assign any vehicle or coordinate driver changes that occur throughout the service day. Instruct any returning vehicles on where to park at the Operations & Maintenance Facility based on fleet maintenance and operational needs.

20%

• Provide Paratransit Scheduling & Dispatch Support: Fill in for paratransit dispatch when dedicated paratransit dispatch is unavailable or as otherwise needed to ensure smooth service delivery to customers and support to paratransit operators. Take appointments and schedule rides for paratransit service clients. Continuously monitor scheduling software for needed adjustments to operator, trip, or vehicle assignments. Contact paratransit clients as needed to negotiate trips, communicate service changes, or provide trip reminders. Completely and accurately document information in scheduling software related to client trips, contact information, and various service needs. Communicate last-minute service changes to operators in a timely fashion. Respond to and effectively resolve all paratransit operator requests in a timely fashion.

20%

• Provide Administrative Support: Perform opening procedures for the Greenlink Operations & Maintenance facility daily. Maintain accurate records of work schedules and fleet run sheets and update continuously throughout the service day. Reconcile end-of-day transactions. Count daily fares (cash and coins) from revenue service vehicles. Make daily cash deposit. Create daily, weekly, and monthly reports for ticket sales. Document safety-related issues or concerns directly observed or reported by front-line employees or the public. Maintain inventory of supplies and notify management when supplies are needed. Submit tickets for service to Facility Maintenance for any issues, concerns, or suggestions related to bus stop infrastructure, the Operations & Maintenance Facility, or the Greenlink Transit Center, as needed. Assist management with various clerical duties as assigned including receiving and sorting mail, data entry, and typing. Assist management with various projects related to operational, promotional, or community outreach activities as needed. Monitor Automated Passenger Counter (APC) data and provide any error reports to maintenance for review.

15%

• Provide Relief Customer Service at GTA Terminal: Perform duties of Greenlink Customer Service Representative at Greenlink Terminal, as needed. Provide customer service, sell tickets, answer phones, answer questions, and troubleshoot mobile ticketing issues.

5%

Perform other duties as assigned.

• High school diploma or equivalent.

• Over one (1) year of experience in transit operations, dispatch, customer service, or a related field.

• Experience using Computer-Aided Design (CAD) and AVL technology.

• Valid South Carolina Class D Driver's License.

• The geography and roadways of assigned routes within the entire Greenlink service area, and hours of service.

• Transit dispatch procedures.

• Proper public contact and telephone etiquette.

• Proper two-way radio communication.

• Greenlink’s standard operating and emergency response procedures.

• High level customer service and de-escalation techniques.

• Mobile Data Terminal, AVL tracking system, paratransit scheduling, and fare collection systems.

• Computer operations sufficient to enter, retrieve, and interpret operational data.

• Basic Americans with Disabilities Act (ADA) requirements for fixed route and paratransit services.

• Communicate basic information to internal and external customers in a respectful and knowledgeable manner.

• Utilize a variety of communication and interpersonal skills to interact successfully with people at several levels inside and outside the organization.

• Perform job duties under stressful conditions, react appropriately using good judgment, and effectively prioritize simultaneous demands.

• Handle multiple tasks to receive and communicate information to and from several sources ensuring operational activities are dispatched and monitored in a timely manner.

• Schedule and coordinate complex vehicle and passenger arrangements including transfers, route deviations, vehicle swaps, and other logistical needs.

• Utilize ITS to track vehicles, ensure all routes are logged in correctly, monitor electric vehicle performance, fleet condition, and on-time performance.

• Identify and report safety issues as well as trouble-shoot basic technological and operational problems.

• Work a flexible schedule that includes nights, weekends, holidays, split shifts, and a reasonable amount of overtime.

• Function in a work environment with moderate noise level from several sources creating constant activity.

• Coordinate response activities during emergency events with internal staff and external public service agencies.

• Anticipate, identify, and correct operational or logistical deficiencies to ensure uninterrupted service for customers.

• Process ticket sales, accurately make change, process, and account for monies and receipts by making basic mathematical calculations.

• Write reports, prepare business letters, summarize meeting minutes, and compose emails in a clear and professional manner.

• Complete detailed reports of operational activities using various computer applications.

• Operate equipment to include dispatch equipment, radio/communications equipment, two-way radios, multi-line phone system, appropriate cell phone usage, and farebox.

• Operate general office equipment to include scanner, calculator, printer, copier, telephone, and computer with Microsoft Office Suite.

• Utilize specialized software and systems to include CAD, AVL tracking system, and paratransit scheduling system.

Primary Work Location: Greenlink Terminal or Operations & Maintenance Facility.

Protective Equipment Required: Safety vest, closed-toe shoes, and other Personal Protective Equipment (PPE) required of specific tasks as needed.

Environmental/Health and Safety Factors:

Occasional exposure to unpleasant environmental conditions and/or hazards. Occasional outside work. Daily exposure to respiratory hazards, noise and vibration, and physical hazards. Seasonal exposure to extreme temperature and wetness and/or humidity. Constant exposure to electrical hazards, communicable disease, and physical danger or verbal abuse.

Physical Demands:

Continuously requires hearing, vision, talking, fine dexterity, handling/grasping, reaching, balancing, sitting, and walking. Frequently requires lifting, reaching, twisting, and standing. Occasionally requires carrying, pushing/pulling, bending, climbing, crouching/stooping, and kneeling. Light strength demands include exerting up to 10 pounds frequently and up to 20 pounds occasionally.

Mental Demands:

Continuously requires working closely with others as part of a team. Frequently requires time pressures. Occasionally requires performing multiple tasks simultaneously, tedious or exacting work, noisy/distracting environment, and irregular schedule/overtime.

The City of Greenville is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Prospective and current employees should contact Human Resources to request an ADA accommodation.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.