Dispatcher | Wilson County, NC
JOB DESCRIPTION – The Dispatcher coordinates daily transportation services through scheduling, trip entry, customer communication, and operational support activities. The Dispatcher assists in maintaining safe, efficient, and reliable transit service and supports continuity of operations during routine and emergency conditions. This position is designated as Safety-Sensitive and an Essential Employee.
Job Title: Dispatcher
Department: Operations
Reports To: Lead Dispatcher / Operations Supervisor / General Manager
FLSA Status: Non-Exempt (Safety-Sensitive Position)
Hours: 10 am - 7 pm; occasional Saturdays required
Prepared By: Human Resources
Position: Full-Time or Part-Time Hourly
Pay Range: $16.75 – $20.75 per hour
Midpoint: $18.75 per hour
Eligible for Overtime: Yes
Essential Employee: Yes
ESSENTIAL DUTIES include the following:
Dispatch Operations
Schedule passenger trips in accordance with program guidelines, operational procedures,
and service policies.
Enter trip information accurately into dispatch software systems.
Monitor daily service activity and assist with schedule adjustments as directed.
Maintain dispatch logs and operational documentation.
Communicate trip updates, schedule changes, and service information to operators.
Support efforts to maintain system productivity and on-time service performance.
OPERATIONAL PERFORMANCE EXPECTATIONS
Meet established scheduling deadlines and assist in preparation of next-day service manifests.
Maintain accuracy in trip entry, address verification, and schedule modifications.
Assist in monitoring service delays, cancellations, and service disruptions.
Communicate operational issues promptly to dispatch leadership.
CUSTOMER AND AGENCY COMMUNICATION
Answer telephones and respond to passenger, clinic, and agency inquiries in a courteous and professional manner.
Provide accurate trip information and assist with scheduling requests.
Maintain professional composure during high call volume and stressful operational situations.
Relay service concerns, complaints, or operational issues to the Lead Dispatcher or Operations Supervisor.
OPERATIONAL SUPPORT
Assist with real-time service coordination and trip management.
Support service recovery efforts during delays or disruptions.
Monitor messaging systems and communicate relevant information to dispatch leadership.
Assist with collection and organization of pre-trip and post-trip inspection reports.
Participate in 1–2 ride-alongs per week as assigned to support driver oversight, service quality, and operational awareness. Ride-alongs are mandatory and not optional, and are required for training, insurance compliance, and regulatory adherence. Assignments will be made by the Lead Dispatcher and/or management and must be completed as directed.
BACKUP DRIVING
Dispatchers may be required to operate a revenue vehicle as backup operators when necessary to support continuity of service.
When multiple dispatchers are available, the dispatcher scheduled to leave the latest shall be assigned to drive first, followed by the next dispatcher based on scheduled end time.
Dispatchers shall be assigned to backup driving prior to assigning the Lead Dispatcher or any member of management, except when operational conditions require otherwise.
ATTENDANCE AND RELIABILITY
Maintain regular and dependable attendance to support daily service operations.
Report absences or scheduling conflicts in accordance with company procedures.
Be available to work varied schedules including early mornings, evenings, weekends, holidays, and emergency operations coverage.
EMERGENCY OPERATIONS
Designated as an Essential Employee and may be required to work during emergency declarations, government-mandated closures, or disaster response situations.
REQUIRED SKILLS AND COMPETENCIES
Ability to learn and utilize dispatch and scheduling software systems.
Working knowledge of Microsoft Office or similar office technology.
Strong verbal communication and customer service skills.
Ability to remain calm and professional in high-pressure situations.
Strong attention to detail and organizational skills.
Ability to multitask and prioritize work in a fast-paced environment.
QUALIFICATIONS
High school diploma or GED required.
Customer service, scheduling, transportation, or call-center experience preferred.
Must possess a valid driver’s license.
Applicants holding an out-of-state license must obtain a North Carolina Driver’s License within sixty (60) days of employment.
Must meet safety-sensitive drug and alcohol testing requirements.
DRIVING RECORD REQUIREMENTS
Due to contractual obligations, insurance standards, and eligibility requirements associated with federally and state funded transportation programs including Medicaid brokerage services, employees in this position must meet the following minimum driving record standards:
No driver’s license suspensions or revocations within the past ten (10) years
No convictions for Driving While Impaired (DWI), Driving Under the Influence (DUI), or similar offenses
No current driver license points
No accidents, regardless of fault, within the past five (5) years
Must maintain an acceptable driving record consistent with company insurance and program eligibility requirements
Failure to maintain these standards may result in removal from safety-sensitive duties or disciplinary action up to and including termination.
Eligibility DRUG SCREENING, BACKGROUND INVESTIGATION, AND PROGRAM ELIGIBILITY
Employment is contingent upon successful completion of required screening and eligibility verification including:
Pre-employment drug screening
Criminal background investigation
Motor vehicle record review
Employment verification
Confirmation of eligibility for Medicaid brokerage and other federally funded transportation programs
DOT physical examination as required
Employees must maintain ongoing eligibility to perform safety-sensitive duties.
WORK SCHEDULE
Schedules may include early morning, evening, weekend, holiday, and emergency operations coverage. Overtime may be required based on operational needs.
OTHER DUTIES
Perform other duties as assigned to support safe and efficient transit operations.
EQUAL EMPLOYMENT OPPORTUNITY
Hendrickson Transportation Group, LLC is an Equal Opportunity Employer. The Company provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable law.
DRUG SCREENING
HTG is committed to maintaining a DRUG-FREE workplace.
All offers of employment are contingent upon successful completion of a pre-employment drug screen.
BACKGROUND CHECKS
HTG will conduct a full background check on all candidates for employment. DOT physical and driving record will also be required.
Thank you for considering and applying for a position with HTG. We appreciate the time you are giving to complete this application form. It is important that you fully and accurately complete this form yourself and indicate the position(s) for which you wish to be considered. Please be very careful completing this application. We use a sophisticated and detailed background and employment screening process in which will disclose inaccurate, false, and/or incomplete or omitted information. This application will remain on file for 180 days from the date herein whereupon you should resubmit a new application if you are interested in a position with Hendrickson Transportation Group LLC.
If there is a current opening in the position(s) you are seeking and the information in your application suggests you meet the minimum qualifications and are among the best qualified candidates for that position, you may be contacted for an interview. If you are interviewed, you will be informed of a final decision once the entire interview process is completed which includes a complete background check and pre-employment drug test.
Please do not send resume without completing online application.
The following online application form must be filled out completely for your application to be considered.
