Center for Elders' Independence Careers

 The Position: Under the supervision of the Dispatch Supervisor, the Transportation Coordinator acts as the liaison between the transportation department, center staff and participants to facilitate high quality transportation services.. Provides updates and answers to any real time issues to problem solve and deliver excellent customer service to participants and staff. Functions as the IDT member at the assigned Center for required meetings.  Coordinates the dispatch of transportation services to program participants through ongoing communication with the Dispatch/Schedulers.  Utilizes the transportation department software, including reviewing past, current, and future trips, and on-time performance, canceling trips as needed, and notifying both participants and CEI staff of any updates or changes to transportation services.

DUTIES AND RESPONSIBILITIES:

Coordinate with Opening Dispatcher and makes appropriate adjustments to assigned Routes.   Answer all questions / resolves any issues with drivers before they begin their routes.

Attend IDT & Care Plan Meetings as the IDT Transportation Representative to gather and disseminate transportation related information for quality participant care coordination.

Act as a liaison between the transportation department, center staff and participants on site at the center for related updates and answers to any transportation related questions or issues. Communicate issues to Center Director and Dispatch Supervisor

Actively engages with participants including greeting them when they arrive, and assisting them as they leave the Center for the day.

Proactively engage with participants on any transportation issues and inform Center Director and Dispatch Supervisor of findings.

Communicate any changes or adjustments with transportation services in tandem with Dispatch Supervisor and/or drivers to center staff and participants.

Follow up with participants on reasons for cancellations or no show’s and communicates with center staff on any participant issues.

Assist with reviewing the transportation hub email and acting on all changes to participant profiles or schedules as needed.

Communicate any changes or adjustments with contracted transportation providers in tandem with Dispatch Supervisor.

Report any issues with drivers or participants for timely resolution by Dispatch Supervisor, department road supervisors or designee.

Manage trip adjustments as needed.

Prepare for next hours of business. Review upcoming trips in the schedule to ensure accuracy

Cancel any trip that is still open that will not be performed.

Attend transportation software offered educational programming to maintain competency with software functionality including generating and preparing reports.

Assist with investigations into transportation related grievances in conjunction with Transportation Director.

Assist with booking specialist appointments into the transportation software as needed.

Assist with booking Center Appointments into the transportation software as needed.

Assist, when needed, with scheduling routes for the assigned center (or all centers when required) for the next business day.

Follow all CEI Policies and Procedures.

Comply with all agency training requirements including department specific meetings and trainings.

Maintain safe working environment by following CEI’s safety P&P’s.

Maintain a courteous, helpful and professional attitude on the job. Display a willingness and ability to be responsive to all customer groups

Perform other duties as assigned in a positive and helpful manner.

QUALIFICATIONS:

High school diploma or equivalent. Required

1-2 years’ experience in transportation related industry.

Experience in a customer service role demonstrating excellent skills in customer service recovery. Required

Excellent interpersonal skills.

Strong computer skills – word processing, spreadsheets and databases.

Phone experience in a call center environment is a plus.

Strong administrative skills including organization and ability to work independently.

Ability to effectively problem-solve complex issues.

Strong verbal and written communication skills

Ability to work as a team player in a multi-cultural, inter-disciplinary setting.

Bilingual a plus but not required.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Standard office setting; exposure to computer screens; may be required to work holidays and weekends.

Physical: Essential and marginal functions may require maintaining physical condition necessary for sitting or walking for prolonged periods of time; extensive use of computer keyboard.

The above job description is intended to communicate the general function of the mentioned position and by no means shall be considered an exhaustive or complete outline of the specific tasks and functions that will be required.  CEI reserves the right to change job descriptions, site assignments, and or work hours as required by the needs of the program.  All employees are expected to perform their duties within their ability as required by the job and/or as requested by management.