This position is responsible for supervising Central Dispatch and Call Takers assigned to all shifts, and assessing and coordinating transportation resources to ensure that the community needs are successfully being provided for with maximum efficiency and high level of customer service. 

1. Effectively manage a variety of transportation requests on a day-to-day basis.
2. Handle a large volume of e-mail, radio-transmitter, telephone, and telecommunication traffic.
3. Assist callers with transportation services and resources.
4. Accurate data entry of service calls and related information.
5. Maintain database of transportation services available to all callers.
6. Communicate regularly with transportation service providers.
7. Prioritize and assign transportation.
8. Plan daily routes to maximize efficiency.
9. Direct, coordinate, and review the work plan for assigned dispatch services and activities.
10. Coordinate shift coverage and workflow.
11. Meet with Transporters to provide guidance on successful completion of task and identify and resolve problems.
12. Ensure a quality customer experience by relaying detailed and accurate information to Transporters.
13. Coordinate scheduling of all transportation.
14. Delegate and review work assignments.
15. Assess staffing needs and develop the work schedule of the Transporters to ensure that Central Dispatch is appropriately staffed.
16. Provide training for all Transporters and Clients of MIT Transportation.
17. Track the status of all Transporters and monitor whether they meet schedule commitments.
18. Resolve concerns or issues with the highest standard of customer service.
19. Follow established guidelines in emergency situations, infection control and all safety issues.
20. Maintain confidentiality and patient right of privacy at all times.
21. Prepare billing for all transportation provided.
22. Make independent decisions concerning when to deviate from standard operating procedures to appropriately address unusual emergency response situations.
23. Review calls for service.
24. Make recommendations to update, correct, train, and/or suggest procedural changes to ensure efficient and effective service.
25. Appropriately acknowledge exceptional work.
26. Conduct periodic performance evaluations and planning sessions for assigned personnel; counsel assigned personnel on job performance and disciplinary matters.
27. Prepare various documents and reports to include shift reports, incident summaries, and other administrative paperwork.
28. Develop and implement appropriate course of action in the event of system failure, including calling in additional Transporters and/or Dispatch Schedulers, and making changes in procedures that are needed to continue service delivery.
29. Because of the Tribe’s commitment to community service and the well-being of its members, each employee may be expected to perform a wide range of office and field duties from time to time. Such duties may or may not be related to their regular responsibilities.

Required:

• High School diploma or equivalent.
• Three (3) years previous dispatch experience.
• Computer experience – must be able to type a minimum of 45 WPM.

Preferred:

• Class A or B CDL with Passenger Endorsement a plus.

Skilled In:

• Being detail oriented.
• Effective verbal and written communication skills.
• Problem solving.
• Basic computer and MS Office skills.
• Strong interpersonal skills for interacting with Tribal members, employees, vendors and management of all personalities.
• Excellent customer service.
• Effectively managing a variety of situations on a day to day basis.

Knowledge of:

• Dispatch software.
• Health Insurance Portability and Accountability Act (HIPAA) regulations concerning Transportation services.
• Washington State traffic laws and rules of the road.
• Medicaid and Non-Emergent Medical Transport (NEMT) reimbursement.

Ability to:

• Recognize an emergency situation and take appropriate action.
• Multi-task, thrive on a challenge and work in a fast-paced environment.
• Think quickly on their feet and maintain focus at all times.
• Be hands on, responsive and a very quick learner.
• Understand the importance of serving others and take care of their needs.

While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to walk; use hands to operate, finger, handle, or feel objects, tools, or controls; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus.  The noise level in the work environment is usually moderately quiet.