Routing & Scheduling Specialist

Position Overview:  

• The Sonoma County Paratransit (SCPT) Department provides a vital service to the some of the most vulnerable populations in Sonoma County. Reporting to the Associate Director, the Routing & Scheduling Specialist is responsible for professionally answering incoming calls, addressing customer inquiries, resolving client complaints, dispatching drivers, clearly and accurately documenting issues and occasionally scheduling Paratransit rides. Due to the nature of our community involvement and clientele, the Routing and Scheduling Specialist must thrive in a challenging work environment, enjoy making a difference in the lives of senior citizens and persons with disabilities, is a skilled problem solver that is mission driven and enjoys working within a team culture. In this role, you will play a crucial part in the smooth operation of our paratransit programs, ensuring that passengers have efficient and effective transportation services. connecting our clientele to the community.  This contribution to our community is a source of pride for CVNL. Creating a seamless bridge from customer service representatives to drivers as they are the creators of what is booked to what is going to be worked. Bringing solutions and real time strategies to help better customer service to our clients and efficiency to a driver's day.  

Responsibilities

• Coordinate transportation routes and schedules, ensuring efficient and timely service for and nonprofit organizations.  
• Collaborate with transportation providers and community partners to secure transportation resources and optimize routing plans. 
• Dispatch drivers and provide them with clear instructions and support throughout their transportation assignments. Communicating routing changes and issues from clients to Drivers. Communicating up-to-date road conditions, hazards and changes to Drivers. 
• Maintain accurate records of transportation activities, including driver logs, trip details, and passenger information. 
• Monitor transportation operations to identify and address any issues or delays, taking appropriate action to mitigate disruptions. 
• Communicate with and manager vendors including routing and scheduling software.  
• Communicate with fellow office staff, drivers, and transportation providers to provide updates, address concerns, and ensure alignment of expectations. 
• Conduct regular evaluations and analysis to identify opportunities for process improvement and cost savings in transportation logistics. 
• Continuously evaluate and improve dispatch processes and protocols to enhance efficiency and effectiveness 
• Monitor and analyze transportation data to identify areas for improvement and implement strategies to enhance service effectiveness. 
• Accurate data entry, tracking and logging into database systems such as Novis & ADP 
• May cover Client Service Representative (CSR) position during absences.   
• Accurate record keeping of customer issues, requests, calls, complaints and compliments in appropriate logs. 
• Attend and participate in regular Paratransit & CVNL staff meetings & events. 
• Contributing to a safe and efficient workspace following company and Cal/OSHA guidelines 
• Other clerical duties as assigned. 

Requirements

• Associate's degree in logistics, transportation management, or a related field preferred or equivalent work experience. 
• Proven experience in routing and scheduling, preferably in the nonprofit sector. 
• Ongoing compliance with Department of Transportation FTA required drug screening. 
• Strong organizational skills and the ability to manage multiple transportation assignments simultaneously. 
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders. 
• Proficiency in using transportation management software and tools. 
• Knowledge of local transportation regulations and best practices. 
• Strong relationship and team culture building skills 
• Ability to handle a variety of concurrent tasks effectively with patience. 
• Flexibility to adapt to changing priorities and unforeseen circumstances. 
• Ability to use good judgement and set priorities. 
• Working knowledge of Microsoft Word, Outlook, department and organizational software and apps, Zoom, Basecamp. 
• Able to work effectively with people of all ages from a wide variety of backgrounds. 
• Highly motivated and results oriented with the ability to work independently and as a team player. 

• Physical Demands: 
• Ability to perform computer work. In addition to basic computer desk work, the employee is required to stand, walk, reach above shoulders, and climb or balance.  The employee may occasionally lift and/or move up to 25 lbs.  

• Expected Hours of Work/Travel: 
• Paratransit is seven-day a week operation. The Routing & Scheduling Specialist position is full-time, 5 days a week, 8 hours per day with occasional overtime. Shift times may vary ranging from 5:30am-2:30pm, 8:30am-5:30pm or 11:00am-7:30pm Monday-Friday or 7:30-4:30 or 9:00-6:00 Weekends.
• Travel is not typical for this position. 
• This position is not eligible for remote work

Benefits

• Vacation: 12 days in year 1, 15 days in year 2, 20 days in year 5.
• Sick: 11 Sick days per year
• Holidays: 13 days observed.
• Health Insurance with base plan 100% covered by employer.
• Vision and Dental Insurance.
• 403B Retirement Plans with 3.5% employer contribution after 12 months.
• Staff have regular opportunities to participate in professional development workshops and classes offered at CVNL

Compensation:
The budgeted starting hourly rate that CVNL reasonably expects to pay is $25.81-$27.38 depending on prior experience. Up to $28.20/hr with tenure. This takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, external market comparisons for similar positions in similar geographic locations and size. Offers are determined based on final candidate qualifications and experience.

CVNL is an equal opportunity employer and makes employment decisions on the basis of qualifications. The Agency policy prohibits unlawful discrimination in any employment decision based on pregnancy, childbirth or related medical conditions, race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, marital status, age, sexual orientation or any other basis protected by federal, state or local law or ordinance or regulation.