Expired CANCELED — Dispatcher Training

This training has been canceled due to the coronavirus outbreak. The training will be rescheduled for a later date. Anyone who previously registered for the training will be notified of the new date via email.

Description: Skills and training to support dispatchers and scheduling for transit systems

Agenda

Welcome and Introductions 

Customer Service

• Customer interface
• Untrained vs. Trained Listener
• Balancing efficiency with courtesy
• Various customer challenges

Scheduling

• Dispatch vs. Scheduler roles
• Applying resources to needs efficiently
• Optimizing assets
• Call-intake process
• Using a pickup window effectively
• Trip negotiation
• Performance measures – importance of accurate data
• Software vs. manual

Working with Drivers and Maintenance

• Driver interaction
• Gaining and giving respect
• Maintenance interaction
• Preventive maintenance coordination
• Maintenance daily role and breakdowns
• Training

Exercise #1

Communications

• Methods of communication
• Distracted driving
• Effective communication
• Software communications complexities

Prioritizing

• Balancing needs of rider with system productivity
• Time management
• Asset characteristics
• ADA requirements

Safety Management Systems (SMS)

• Latest rule (not required of rural systems but might in future)
• Systematic approach to safety
• Role of dispatcher in SMS

Disruptive Passengers

• Conflict de-escalation
• Communication
• Understanding hidden disabilities

Emergency Response

• Understanding potential risk
• Role of transit in emergencies
• Dispatch impacts
• Planning
• Continuity of operations

Exercise #2

Importance of Policies and Procedures

• Consistency of use
• When to break policy
• Knowing when to ask for change in policy or procedure
• Policy explanation
• Don’t use as a crutch

Questions