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Dispatchers Introduction Safety, Customer Service and Timeliness are the three biggest focus areas of a dispatcher. These three focus areas are themes throughout all aspects of a dispatcher’s job. Creating schedules, communicating with clients, drivers and agency staff, driving in the field and training drivers all require these three aspects. Safety The biggest priority of the Going Places Transportation Program is safety. As the one’s creating the schedules for clients and drivers, it is out priority to make sure that clients and drivers are both safe during service hours. This means not overbooking the van, potentially forcing drivers to make decisions that may be unsafe; leaving adequate time between client drop-offs and pick-ups to ensure that drivers have adequate time to load/unload clients; grouping clients, when possible, to cut down on miles/time if their appointment time and locations are similar. Training new drivers in proper use of a wheelchair lift and securing a client for transport will also ensure the safety of both drivers and clients . Making sure a driver has proper and adequate training time using the lift and q-straints will instill confidence that when in the field on their own, they know how to properly use the lift and q-straints and will not lead to delays in the schedule. Properly securing wheelchairs and scooters is imperative for the safety of clients who rely on them for their independence. Customer Service Dispatchers play a big role in setting the tone for a client’s experience. When a new client calls to schedule a ride for the first time, dispatch is the first layer of the experience. Having a positive experience with dispatch when scheduling will hopefully extend to their experience on the van on the day of requested service. Being courteous and patient will help create a positive experience for the client and will make any hiccups during service less an annoyance. Clients using the service for the first time may not have the address of their drop-off, a return time or other needed information. This is a time to inform the client of the information they will need for future bookings, delivering this messaging in a positive way will reinforce to the client what is expected of them in the future, as well as outlining some of the scheduling and trip rules (4 grocery bag limit, informing of an additional rider, etc.), 2 week/1 week scheduling windows, and how the donation works for agency and 3rd party providers. Just remember, it’s nice to be nice, and if we set the customer’s experience off as a positive one. It will allow for more flexibility of the customer in the future but also making sure they know what is expected of them from the beginning, so they do not develop bad habits. 8|Page – Erie C ounty Going Pl aces Policy an d Procedure