Dispatcher/Reservationist
Job Number: 2806
Job Type: Full-Time
Location: 250 Strasburg Rd - Transit-Strasburg Road Ops
Job Category: Transportation
Number of Positions: 1
Department: Transit Specialized Services
Division: Transportation Services
Hours of Work: 40
Union: Unifor 4304
Grade: Unifor 4304 Department 1 - Dispatcher/Reservationist
Salary Range: $29.63 - $36.15 per hour
About Us!
The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:
- Taking only what we need
- Leaving some for others
- Keeping the dish clean
This agreement underpins our vision, mission, and core value, and reinforces our dedication to meaningful reconciliation and equity.
Waterloo Region is home to over 674,000 residents and expected to grow to nearly one million by 2051.
Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we prioritize homes for all, climate aligned growth, equitable services and opportunities and a resilient and future ready organization. Our mission is to provide essential services that enhance the quality of life for all residents, while our core value emphasizes caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.
The Role
Books and dispatches trip requests for specialized transit; amends operator itineraries; and inputs and communicates changes to operators, customers, and contracted service providers.
Duties/Responsibilities
- Answers calls for trip reservations and dispatch. Collects and deals with/forwards messages from answering service and other agencies.
- Inputs trip request information to computer for bookings and adjusts database information. Completes request forms for subscription bookings. Answers inquiries regarding services.
- Reviews and makes adjustments to operator itineraries, as required, or as directed by supervisor to ensure appropriate use of resources.
- Contacts operators, customers, and contracted service providers regarding schedule confirmations, additions, cancellations, and changes.
- Updates trip information in computer when automated system fails.
- Writes incident reports (e.g., difficulties with the public) and submits to supervisor.
- Exchanges information with division staff regarding services and itineraries. Exchanges information with customers, contracted service providers, answering service, community groups and service agencies, community hospitals/nursing homes, and others regarding service delivery.
- Reports equipment/software problems and service requests to supervisor.
- Performs related duties, as assigned.
Knowledge, Skills, and Abilities
- Reading, writing, and math skills, acquired through a grade 12 education plus 2 years of related experience working with persons with disabilities.
- Ability to follow/knowledge of corporate policies/procedures and legislation related to specialized services operation. Knowledge of the Kitchener-Waterloo and Cambridge street network.
- Ability to work independently (subject to review by supervisor) and refer special service requests and arrangements to supervisor.
- Communication and human relations skills using patience, active listening, courtesy, and tact to provide customer service; exchange/obtain information from customers and co-workers; handle difficult situations over the phone; and participate as an effective team member.
- Computer skills with knowledge of software programs (e.g. Microsoft Office, databases, email, and multi-module scheduling software). Ability to adapt to technology changes.
- Ability to use multi-line phones, two-way radio, pager system, and itineraries simultaneously, as required.
- Ability to read itineraries and maps to provide information to operators, contracted service providers, and customers.
- Ability to write and enter accurate data and anecdotal notes related to trip information.
- Ability to support and project the Region’s values.
The Region of Waterloo is an equal opportunity employer dedicated to an inclusive and accessible recruitment process. We actively encourage applications from diverse groups, including Black, racialized, First Nations, Métis, Inuit individuals, women, people with disabilities, and 2SLGBTQIA+ persons, and are committed to equity, diversity, accessibility, and inclusion in the workplace.
For an accommodation request, please contact us and we will work with you to meet your accessibility needs. Alternate formats of this document are available upon request. Please contact the Service First Contact Centre at phone number (519) 575-4400 to request an alternate format, or email talentmanagement@regionofwaterloo.ca.
Please note: candidates will be provided an update on their application. Please check your spam or junk folder occasionally as some candidates have noticed our emails in those folders (Gmail and Hotmail in particular).