CATS Paratransit Dispatcher #2212-107010-02

The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

The Charlotte Area Transit System (CATS) is seeking a Paratransit Dispatcher for the Special Transportation Service (STS) responsible for the real-time supervision of scheduled routes and passengers. The dispatcher is also responsible for timely pickup and delivery of passengers while meeting the Americans with Disability Act (ADA) requirements of the CATS system. This position is responsible for efficiently directing the day-to-day operations and delivering all scheduled services. The position will also provide direction to drivers while in the field through the use of dispatching software and telecommunications.

• Assigning and monitoring operator routes through dispatch software.
• Perform analysis of routes and on time performance
• Resolving external and internal customer complaints
• Promptly addressing any field problems such as accidents, breakdowns, safety concerns, and delays while maintaining a daily log of occurrences  
• Investigating and completing Accident/lncident Reports
• Ensuring that staff follow all safety rules and regulations
• Interacts with and assists transit passengers through STS call center
• Investigates and responds to unsafe locations/situations and makes recommendations and changes to resolve the unsafe situation
• Maintains confidentiality of all information in accordance with City of Charlotte records management guidelines
• Prepares daily operational and customer reports using basic writing skills
• Seeks opportunities to increase customer satisfaction and strengthen customerrelationships  
• As part of your responsibility to support the CATS Safety Culture, report safety concerns and issues through the various methods established by CATS as outlined in the ASP
•  Performs other duties as assigned

• Knowledge of service area and ability to read a map
• Ability to use a computer to generate reports and schedules
• Ability to understand and interpret system operating rules, regulations, and policies  
• Possess strong analytical skills
• Knowledge of proper accident investigation procedures
• Ability to speak clearly and concisely to understand the views and concerns of others
• Ability to use a VOIP phone system and two-way radio
• ' Ability to make sound decisions
• Must have excellent customer service skills and work well with others
• Must have the ability to operate hydraulic wheelchair lift system
• Must be able to obtain and maintain a DOT medical card
• Must have a class C with P endorsement, Class A or B CDL preferred
• Ability to work flexible hours, shifts, and overtime, including weekends and holidays  
• Position will require frequent sitting, standing and walking

• Associate degree in business management or related field with three (3) or more years experience
• Bilingual Spanish

High School diploma/GED with-one to two (2) years of relevant work experience, or an equivalent combination of education and relevant experience, provides the necessary knowledge, skills, and abilities to perform the essential job duties successfully.

The City's Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate's written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

This position is considered a security and Safety Sensitive position and will be subject to random drug and alcohol testing under FTA guidelines as well as all procedures and guidelines in alignment with the City of Charlotte and CATS Drug and Alcohol Policies

The City of Charlotte requires proof of COVID-19 vaccination as a condition of employment. The City is an Equal Opportunity Employer, and as such, will consider reasonable accommodations as required by law.

The City of Charlotte is an Equal Opportunity Employer.

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.

The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.