SECTION 7.0 STANDARDS AND PROCEDURES FOR DISPATCHERS
In addition to the performance standards for vehicle operators located elsewhere in the Operations Manual, dispatchers are responsible for the following items when assigned to dispatch.
7.1 Telephone Procedures
If a dispatcher is available (i.e., not engaged in another call, etc.), lines should be answered by the fourth ring. Callers are not to be left on hold when a dispatcher is not otherwise occupied.
Incoming telephone calls should be answered in a professional manner, such as: “Transit Authority, this is (name), may I help you?”
All necessary information must be provided to the caller.
7.2 Attitude, Public Image, and Professionalism
Dispatchers should converse with callers on the telephone in a pleasant and professional manner, directing the flow of conversation. Dispatchers must always remember that they represent MOTA to the public.
Dispatchers must exhibit sensitivity when talking to callers with complaints or disabilities, such as speech or language problems.
Dispatchers should speak slowly and distinctly, especially when speaking with callers who may have hearing or language difficulties. Dispatchers must make every effort to be patient and to be understood.
Dispatchers are not permitted to use profanity or vulgarity in any form with callers.
Dispatchers are not permitted to use patronizing, arrogant, or condescending language.
Dispatchers are not permitted to be rude to customers. Examples of this include:
1. Being curt or impatient to a caller.
2. Hanging up on callers; however, dispatchers may hang up if they are sworn at or being verbally abused by a caller.
3. Refusal to book a valid trip that is difficult to arrange.
4. Not being patient with customers who are genuinely confused.
Callers who wish to file a specific complaint should be referred to the Executive Director.
7.3 Radio Procedures
Dispatchers should recognize that all MOTA routes and timetables are a commitment to the public. It is the dispatcher’s responsibility to see that service commitments are kept, that the service is delivered as promised to the best of MOTA’s ability by fulfilling the following responsibilities:
1. Maintain routine communication.
2. Be a correct information source for operator and passenger questions.
3. Remain updated on the continuous operation of the system.
4. Communicate any abnormalities or problems with operations to the appropriate supervisor.
5. Follow the proper radio procedures by:
a. Identifying the station, giving the call letters KSX922 at first morning and last evening transmission. Avoid the use of unprofessional language over the air. Dispatchers must refrain from broadcasting their personal attitudes.
b. Using brief, concise language on the air. Dispatchers must control conversational communication by not participating, and using the 10-91 code to caution/inform drivers of departures from accepted radio communication.
c. Controlling and monitoring radio calls, making sure massages are received and acknowledged. During emergency situations, dispatchers should announce 10-3 (stop transmitting) to clear the air immediately.
d. Complying with FCC regulations, Section 13.67 which states, “No licensed radio operator or other person shall transmit communications containing obscene, indecent or profane words, language or meaning.”
6. Handle minor operational problems personally. Never ignore problems; remain calm under pressure, obtain all facts, report service losses/problems to the Executive Director as soon as possible.
7. Closely monitor operators obviously having trouble doing their job; specifically, recently trained or probationary operators. Give reinforcement when needed. Provide performance feedback on trainees and probationary employees for evaluation purposes.
8. Give a complete handoff to the replacement dispatcher. Never leave the radio unattended and remain at the dispatch station until a substitute/relief dispatcher is provided. Notify management before taking a break from the radio.
7.4 Dispatch Office Operation Procedures
The MOTA attendance policy as outlined in the Operations Manual does apply in the dispatch office. Extended breaks, late arrival at the work station and early departure from the work station are examples of incidents where the attendance policy would apply.
Visitors will be permitted in the dispatch office only with the authorization of the Executive Director. Employees of MOTA on brief company business must obtain approval of the dispatcher on duty to be permitted in the dispatch office.
Non-scheduled departures from the dispatch office by dispatchers must be authorized by the Executive Director. This does not include leaving at the end of a shift provided proper handoff has occurred.
Food and beverages are permitted in the dispatch office. Food and beverages will be permitted as long as they do not interfere with the dispatcher’s responsibilities. Dispatchers may not use or consume any prohibited substances at any time while on duty, as defined in the MOTA Drug and Alcohol Policy. Smoking in any form through the use of tobacco products (pipes, cigars and cigarettes) or “vaping” with e-cigarettes is prohibited in the MOTA building or in any MOTA vehicle at any time.
All dispatch personnel are responsible for keeping the dispatch work station clean and free from trash. At the end of a shift each person is expected to handoff a clean work area to the next dispatcher.
Operating decisions not of a routine nature are the responsibility of the Executive Director. In those instances where an immediate decision is required and the Executive Director is not available, the dispatcher is expected to make a decision consistent with operating policy and immediately notify the Executive Director of action taken upon her/his return.
It is the responsibility of dispatchers to maintain a professional environment within the dispatch office. Shouting, irresponsible behavior, profanity, vulgarity, or other activities which interfere with dispatching responsibilities will not be permitted.
During a power failure or an emergency situation, the dispatcher will remain at her/his station unless directed otherwise by the Executive Director.
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