FLEXIBLE SERVICES DIVISION
DISPATCHER/SUPERVISOR MANUAL ~ FEBRUARY 2013
Capital District Transportation Authority
FLEXIBLE SERVICES ~ DAILY Procedures and expectations
SUPERVISOR MANUAL
Contents
1. Customer Service
2. Reservations
3. Performance Measures
4. Standard Operating Procedures
5. Management of Information
6. Dispatch Schedule
7. Shift Responsibilities
8. Shift Check Lists
a. Lead Dispatchers/Closing Auditing Lead Dispatcher Check List
b. STAR Communications (Radio) Dispatcher Check List
c. Scheduler Check List
d. Field Supervisor Check List
CUSTOMER SERVICE
Function: Answering Phone Calls
· Consistently exercise professionalism and courtesy in answering telephones.
· Required performance:
o All phone lines must be answered promptly.
o All calls will be answered in a professional manner, which always includes the first name of the person answering the call, and an offer of help.
o Patrons are never to be left wondering if their call will ever be answered. If it is impossible to assist the caller immediately, advise that you are assisting another customer and will speak with them as soon as possible.
o Further, before putting the caller on ‘hold’ or being transferred, it is imperative that they have an opportunity to speak.
Function: Reservations Received via Telephone
· The STAR Call Center Reservationist (Call Takers), Scheduler and Lead Dispatcher will promptly enter all reservations in the scheduling system.
· The Reservationist - Required Performance:
o All reservation information verified with patron before ending the call and then accurately scheduled.
o See Reservations section below.
Function: Responding to Service Complaints
· Blind Call Transfers.
o There is nothing more unprofessional than forwarding a call to someone who is not prepared or informed to respond accordingly.
o Advise the customer/client that the call will be transferred and to whom they are being transferred to
o Please get the name, phone number and reason for call so that you may alert the staff member accordingly.
o If the staff member is not available to take the call, take the name, phone number and reason from the caller and forward that information to the appropriate staff member.
o Staff members have a responsibility to return calls promptly.
Required performance:
o The person taking the call must always inquire as to the nature of the complaint and offer to help.
o Asking for more information, with an offer to help, often opens up the possibility that the person’s concern can be resolved without delay.
o If this is not possible then the call must be forwarded.
o The next CDTA person receiving the call must be briefed as to the nature of the call and the previous attempts to address the problem.
RESERVATIONS
All reservations will be taken, entered and confirmed by the STAR Call Center Reservationist, Scheduler and Lead Dispatcher.
PERFORMANCE MEASURES
The following are established as the standard measures by which Flexible Services performance is measured. This information also forms the basis for the evaluation of individual staff members. The following measures exist in Trapeze and printed as needed.
· DENIALS:
· ON-TIME PERFORMANCE:
· TRIPS PER REVENUE HOUR:
· TRIPS COMPLETED ON-TIME: Number trips completed within the window zero (0) to minutes 25 minutes after the scheduled time.
GOALS FOR FLEXIBLE SERVICES
Actual Goal
Percentage of Capacity Trip Denials (ADA) / Percentage of trips requested before 5:00 PM in which next day service cannot be adequately provided. / 0%On Time Performance (STAR and Taxi) / On time is defined as no more than 0 minutes early or 25 minutes late for a scheduled trip. / <95%
Passenger Trips per Revenue Hour (STAR and Taxi) / Total revenue hours operated monthly divided by number of completed trips. / 2.0
Ratio of Pay to Platform Hours / Total revenue hours operated (STAR, Fly, Bee) divided into total actual pay hours for drivers and location supervisors. / 1.10
Customer Service Level
Hourly and Overall Performance / <90%
STAR Dispatch Service Level
Hourly and Overall Performance / < 90%
STANDARD OPERATING PROCEDURES
The purpose of these Standard Operating Procedures is to promote the highest level of service quality. Our service includes all contacts with our customers, as well as the transit service we provide.
It is our responsibility to promptly and courteously schedule trip requests and respond to inquiries. Our goal for the transit service is to provide all required trips safely, courteously and on-time.
The dispatch process for delivering paratransit service is comprised of two large components: scheduling, dispatch and customer service.
o Dispatch: Places the schedule into service, monitors progress and makes adjustments to manage variables- adjusting or restoration of runs to have a logical arrangement of trips which meet all ADA service parameters and allow the drivers to accommodate all service requests safely and on time
o Customer Service: Includes all contacts with customers: requests for service, general inquiries, complaints and talking to a customer whose ride is late, etc.
RESTORATION AND ADJUSTING OF RUNS
· Function: Sequencing of pick-ups in a logical and efficient manner.
o Required results: A logical sequence of trips to get customers to destinations safely and on time, minimize passenger ride-time and maximize efficiency.
· Function: Allow adequate Running Time from point to point.
o Required results: Predictable run times based on expected traffic at given times of day, distance and the boarding needs of specific patrons.
· Function: Run Cutting to allow for all requests to be met while giving drivers the time necessary to be safe, maintain communications with dispatch and get a breather.
o Required results: Runs based upon customer requests, not the convenience of drivers or management. Never schedule a bus for a return to the garage if there is a patron whose service is in jeopardy at the same time.
DISPATCH & COMMUNICATIONS
· Function: Timely work assignments to operator and supervisory personnel.
o Required performance: Close attention to driver reports so that substitutions can be made without delay to service. Document all attendance deviations on the Status Sheet.
· Function: Review of operator assignments to identify difficult trips or special needs.
o Required performance: Dispatcher reviews all work and instructs operators on difficult components of the run, or special needs, and coordinates contact and a contingency plan to provide service safely and on time.
· Function: Monitoring trips for on time performance and operator compliance.
o Required performance: Regular observation of bus locations using AVL, calls to buses to verify information and to confirm that customers have been picked-up.
o Contact with every driver at least once per hour with status information entered on radio log.
· Function: Adjustment of runs to maintain safety and schedule adherence.
o Required performance: Exploration of schedules to identify adjustments which can assure safe, on-time performance. Intervention with enough lead-time to provide trips on time.
· Function: Communication with service supervisors and superintendent.
o Required performance: Dispatchers must identify which circumstances require on-scene supervision and management attention. The Dispatcher is in control of the entire process of communication and follow-through.
· Function: Feed-back to the superintendent on difficulties in the schedule and adjustments which will yield increased efficiency.
o Required performance: Refinement of service delivery through regular review of trips and discussion between drivers and dispatchers. Expected result is intervention during the course of the run to correct problems before they occur.
SERVICE PRIORITIES
· 1st PRIORITY: Provide SCHEDULED service safely and on time.
· 2nd PRIORITY: Provide UNSCHEDULED trips without disrupting SCHEDULED trips.
METHODS FOR COVERING UNSCHEDULED TRIPS
· Create separate driver manifests for ‘cover’ drivers.
· Add trips to existing manifests only where it is possible to do so without altering any scheduled trip.
· Never change a scheduled trip to cover an unscheduled trip.
· Create a separate manifest to transfer to a taxi.
OPERATORS ON ‘COVER’
· ‘Cover’ Operators will be used to fill open work due to operator absence, unscheduled trips or to cover trips which have been compromised due to unforeseen occurrences. 'Cover’ Operators will not be used to run trips requested after 5:00PM.
SERVICE CREW
Service Crew will be used to fill open work due to operator absence, unscheduled trips or to cover trips which have been compromised due to unforeseen occurrences.
Please review Service Crew Job Description and Expectation/Responsibilities
MANAGEMENT OF INFORMATION
DRIVER ASSIGNMENT SHEET
All operator assignments are listed by the STAR Scheduler. This information is used by the dispatchers to cover all work on the day of service.
RADIO LOG
o Completed by the communications dispatcher.
o Provides an hourly accounting of the status of each STAR unit in service.
o There must be a contact between the operator in service and the dispatcher via radio at any service stop which is off schedule or unusual in any way.
o There must be at least one contact every hour.
o All contacts will be documented on the radio log.
o If there is any confusion regarding pick-up time or location the driver will hold until authorized to leave by the Dispatcher.
SERVICE DEVIATION (CUTS) AND SERVICE INTERRUPTIONS (DELAYS) REPORTING
o Daily Status Report and Alerts Sheet to be completed by STAR Communications Dispatcher and saved on the public drive.
o Record, summarize and email all service modifications (i.e. CTOB, Add-On, Etc) (refer to shift check lists)
.
ATTENDANCE LOG
o All (observed or calls received) attendance deviations for operator and dispatcher/supervisor are to be entered on the Attendance Status Sheet by the Lead Dispatcher on duty.
o Provides information regarding individual attendance.
FLEXIBLE SERVICES STATUS REPORT
o Completed by lead dispatchers and radio dispatchers – review responsibilities and expectations memo (6.27.10).
o Provides daily information about demand, resources and performance (refer to shift check lists)
DRIVER PADDLES (MANIFESTS)
o Drivers must note all of the following information on their paddles: bus number, starting mileage, arrival time at each stop, departure time from each stop, mileage at each stop, pre-pays, debits, cancels, no-shows.
SERVICE REPORTS AUDITING AND DISTRIBUTION
o At the end of the service day the Closing Lead/Auditing Desk Dispatcher will gather, audit and summarize all of the following reports for that day and forward them to the Central Communications (Night Dispatcher) and Superintendents mailbox.
o Daily Status Report and Alerts Sheet
o Service Modifications Alert (CTOB, Add-On)
o TD20 Reports (Accident Claim Tracking Database)
o All Accident MobileForms
o All Incident MobileForms
o All Mechanical MobileForms
o Service Deviation MobileForms
o Service Protection MobileForms
o Provider Productivity Report (Trapeze)
o On-Time Compliance Report (Trapeze)
o Taxi Provider Productivity Report (Advantage)
o On-Time Compliance Report (Advantage)
FLEXIBLE SERVICES DAILY PERFORMANCE – NIGHTLY EMAIL SUMMARY REPORT
o At the close of every evening, the Closing Lead Dispatcher will be responsible and provide a detail summary to the Daily Status Alerts Group.
RECORD STORAGE
o All other originals forms will be bundled and stored in the Administrative Assistant’s filing/storage office.
o This package of paddles/manifests and copied forms will be stored in the storage area and moved to the trailer for permanent storage after 3 months.
DISPATCH SCHEDULE
All Flexible Services personnel should review and adhere to all postings related to the Supervisor Work Pick. Postings include Governing Unit 2 Regulations (Station Rules), Responsibilities and Expectations, Non Revenue Vehicle Procedure. Work Pick and Pick Schedule, Governing Unit II (Station Rules),
Memo: Responsibilities and Expectations, Non Revenue Procedure is posted in the Office area.
All postings are subject to change.
EMERGENCY RESPONSE PROCEDURE
As a result of inclement weather, other emergency related events or significant service cancellations, Flexible Services will begin to modify/consolidate blocks and direct operators to report to the nearest division (see desk dispatcher) for stub detail.
All operators on stub detail will assist the needs/demands of the emergency event unless they are instructed to resume duties for Flexible Services.
No operators will be relieved prior to their scheduled time unless they present a verified reason or emergency AND authorized by the Superintendent or designee.
PRE-TRIP INSPECTIONS/OPERATOR COMPLIANCE
Pre-Trip Inspections are a major part of our safety and maintenance programs. In order to increase the level of compliance we must demonstrate management commitment to consistent and thorough pre-trip inspections.
Goal
To conduct a thorough, accurate and documented pre-trip inspection observation on all operators and scheduled pull-out.
Method
Demonstrate management commitment, raise operator awareness and raise operator skill level through personal monitoring and coaching.
Process
· Each month, a Supervisor will observe one pre-trip inspection by every active operator. Any Operator who works at any time during the month must be observed.
· The Supervisor will accompany the Operator at an actual, not simulated, pullout or relief.
· Using the checklist provided, the Supervisor will note items missed, re-instruct the Operator immediately and observe as the Operator inspects the items missed. Ramps and lifts must be cycled during pre-trip inspection.
· Supervisor will observe Operator entry of required information on DVIR.
· Distribution of the form:
o Original (with signatures from both Operator and Supervisor) to the Superintendent
o Yellow copy will be provided to the Operator.
· Supervisor will provide the following information on the form:
o Operator’s Name, Date, Time of Observation, Block Number, Bus Number, Supervisor’s Name, and Division.
Follow Up
· In the event, the observing Supervisor issues any re-instruction the same Supervisor will conduct necessary follow up observation within a (7) seven day period
· Superintendent will take further action as needed: re-instruction, remedial training or discipline.
Reporting Requirements
· Supervisors will use the seniority list, which is issued monthly, to note which operators have been observed and which ones required re-instruction.
· Administrative Assistant of Flexible Services will report the following information: # of inactive* Operators, # of Operators observed, # of Operators re-instructed, % of Operators re-instructed.