Department: Charlotte Area Transit System Department
Salary: $25.00 - $31.86 Commensurate with Experience
Thank you for your interest in joining the team that keeps Charlotte moving, at a very exciting time for our organization. At the Charlotte Area Transit System (CATS), we’re committed to delivering safe, reliable, and innovative transit services for our growing community, and we value employees who bring professionalism, passion, and a commitment to public service.
This position is currently employed by CATS, a department of the City of Charlotte. With the passage of the PAVE Act and last year’s sales tax referendum, CATS is preparing to transition from a City department to the newly created Metropolitan Public Transit Authority (MPTA). The MPTA was established to strengthen regional transit governance, improve accountability, and support long‑term investment in mobility. It’s an important and exciting step forward for transit in our region.
Employees hired into this role will remain City employees through December 31, 2026, and will transition to MPTA employment on January 1, 2027. Benefits and compensation will follow City provisions through 2026 and shift to MPTA provisions in 2027, with clear information shared in advance. Your core duties, reporting structure, and daily responsibilities will remain consistent, with no break in service. If anything delays the transition, your City employment, including compensation and benefits, will remain in place until the move to the MPTA occurs.
The creation of the MPTA positions us for a more modern, sustainable, and efficient transit system, one that can better support the Charlotte region for decades to come. We’re excited about what’s ahead and appreciate your interest in being part of it.
SUMMARY
The Paratransit Dispatcher will report directly to an operations Supervisor and regularly exercises independent actions directly controlling the movement of revenue vehicles and operators to ensure on-time service delivery. Aids Operators through dispatching software and telecommunications, radio, and electronic communications. Responsible for real-time oversight of scheduled routes and passengers and timely pickup and delivery of passengers while abiding by the Americans with Disability Act (ADA) requirements of the CATS system. This position is responsible for efficiently directing the day-to-day operations and delivering all scheduled services. This position has the responsibility of insuring exceptional external/internal customer service in addition to oversight of the day-to-day service operations. The position is responsible for insuring CATS is meeting daily service demands and that all scheduled service is completed in a timely, safe, and efficient manner. CATS paratransit hours of operation are from 04:30AM until 02:00AM, 365 days a year and may change and/or vary based upon needs of the organization. The Paratransit Dispatcher must have the ability to work flexible hours, shifts, and overtime, including nights, weekends and holidays as needed.This position is eligible for a shift differential. Employees regularly assigned to 2nd or 3rd shifts will be eligible to receive a 2.5% premium added to your base weekly pay.
Major Duties and Responsibilities:
- Ensures on-time, safe, and professional delivery of service by verifying vehicle and operator availability.
- Checks operators as to their physical and mental ability to drive, appearance of uniforms and grooming.
- Assists in coordinating effective and timely pull-outs and pull-ins and premises security.
- Dispatches operators and responds to two-way radio requests for route and schedule assistance.
- Promptly address any field problems such as accidents, breakdowns, safety concerns, and delays while maintaining a daily log of occurrences. Communicates with Vehicle Maintenance and recommends solutions to issues.
- Assign and monitor operator routes through dispatch software. Continually perform analysis of routes and on time performance.
- Assign and monitor vehicles through automatic vehicle locator (AVL) system.
- Coordinates with Vehicle Maintenance Department following bus defect repairs and assigns vehicles.
- Responsible for minimizing schedule disruptions by responding to operator concerns in a timely manner (mechanical, customer, accidents) and devising workable solutions.
- Maintains and optimizes bus service reliability and on-time performance by implementing failure management strategies which include real time on-street service management and delay mitigation techniques and utilizing any other CATS/STS resource.
- Notifies appropriate personnel in case of Operator emergencies and disruptions or cancellations of service. Reports to and follows direction during Incident Command System (ICS) events.
- Immediately responds to Operators reporting unsafe locations/situations and makes recommendations and immediate changes to ensure the safety of passengers and CATS employees.
- Communicates courteously and appropriately with the public to provide information and deal calmly and efficiently with emergency situations while maintaining safe and orderly service.
- May be required to operate revenue vehicles and transport customers.
- Must be able to maintain a DOT medical card.
- May be required to interact with and assists customers through STS reservations call center.
- Prepare clear and concise reports including accident/incident. Prepares complete, accurate and detailed written reports using basic writing skills and other required documentation, submits information on designated forms and on a timely basis (i.e.,15 minutes – 1 hour, respectively).
- Thinks critically and works as part of a team.
- Establishes and maintains effective and professional working relationships with those contacted in the course of work. Verbally communicates with drivers, supervisors, and other transportation personnel.
- Willingly foster a positive work environment. Practices exemplary workplace etiquette to ensure people feel comfortable while navigating any situation smoothly; greet properly always with a smile and a hello, say “please” and “thank you”, be mindful of your language and tone, respect personal space, dress appropriately, actively listen and communicate with empathy.
- Ability to work variable shifts, irregular hours and to be available for work on short notice in variable weather conditions and overtime as required to meet CATS goals and objectives.
- Maintains an exemplary attendance record.
- Reports Operator non-adherence of CATS/STS rules, guidelines, goals, and objectives to the appropriate leadership.
- Maintains confidentiality regarding all CATS related business information and personnel issues.
- Resolve external and internal customer complaints.
- Maintaining a daily operational activity Log to include occurrences and customer reports using basic writing skills.
- Interacts with and assists, as needed, with Paratransit passengers.
- Seeks opportunities to increase external/internal customer satisfaction and strengthens customer relationships.
- Controls Administration/Operations building by granting access to visitors.
- As part of your responsibility to support the CATS Safety Culture, report safety concerns and issues through the various methods established by CATS as outlined in the ASP
- Performs other duties as assigned
Knowledge, Skills & Abilities:
- Working knowledge of the Americans with Disability Act (ADA) to include rules and regulations.
- Knowledge of theories, principles, and practices of transit operations, analyzing situations, identifying problems, and recommending solutions.
- Knowledge of service area, ability to read a map, traffic regulations and general familiarity with city and surrounding areas.
- Ability to use a computer to generate reports and schedules Ability to understand and interpret system operating rules, regulations, and policies.
- Paratransit pull-in and pull-out procedures.
- Working knowledge of related hazards and the sound safety precautions and practices utilized throughout the transit industry.
- Ability to understand and interpret system operating rules, regulations, and policies
- Possess strong analytical skills and can make sound decisions using critical thinking to independently solve problems.
- Ability to operate a cut-away paratransit vehicle and knowledge of defensive driving principles.
- Ability to properly exercise telephone etiquette; prepared, listen carefully, be friendly, positive tone, speak clearly, be patient, personable, professional, proactive and solution oriented.
- Ability to speak clearly and concisely to understand the views and concerns of others.
- Read, write, speak, and understand the English language. Use accurate English vocabulary, correct grammar, punctuation, and spelling. Ability to proofread work and correct errors
- Operate CATS transit computer systems and applicable business software applications.
- Ability to use a computer and knowledge of Microsoft Office Suite to generate reports and schedules (Word/Excel/PowerPoint and/or similar application(s)).
- Ability to use a VOIP phone system, two-way radio communication system, including voice radio and computer-aided dispatch equipment.
- Must have the ability to operate hydraulic wheelchair lift system. Position will require frequent sitting, standing, and walking and the ability to lift 50+ pounds.
- Ability to understand and follow oral and written instructions.
- Must have excellent internal/external customer service skills and work well with others.
- Effective administrative, time management and supervisory skills.
- Demonstrated superior verbal and written communication skills.
- Demonstrated problem solving skills.
- Knowledge of applicable local, state, and federal laws, rules, and regulations governing public transit systems, including Department of Motor Vehicle (DMV) and Federal Transit Administration (FTA)
- Knowledge of applicable Federal Communications Commission (FCC) regulations
- Pass physical agility test.
- Work independently without immediate supervision
- Work immediately before, during or immediately after an emergency as required as part of the CATS emergency response to the public during emergency situations.
- Must be able to work flexible work schedules as needed, hours, shifts and overtime, includes weekends and holidays.
Preferred Qualifications:
- Associate degree in business management or related field.
- Bilingual Spanish strongly preferred.
- Experience coordinating service-related operations, preferably in a transportation agency.
- Strong Customer Service skills.
- Bilingual skills, in Spanish, are preferred.
Minimum Qualifications:
High School diploma/GED with five (5) years of relevant work experience; or an equivalent combination of education and relevant experience that provides the necessary knowledge, skills, and abilities to successfully perform the essential job duties.
CONDITIONS OF EMPLOYMENT
The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.
Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.
Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.
The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.
Our culture is to serve the community honorably.
HOW TO APPLY
Apply online.
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.
For questions about your application or the hiring process, please email Careers@ci.charlotte.nc.us
The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.
BENEFITS
The City of Charlotte provides a comprehensive benefits package to eligible employees.
Click here to learn more about the City of Charlotte’s benefits.
The City of Charlotte is a drug and alcohol-free workplace.