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About the Role

As a Dispatcher - School Bus & Paratransit, you will help control Cathay Express Transportation Inc.'s daily school bus, OPWDD, and paratransit/non-emergency medical transportation service. This hands-on role confirms daily readiness, assigns qualified drivers and appropriate vehicles, monitors service from pullout through pull-in, responds to disruptions, communicates with customers and operating partners, and maintains accurate records. The Dispatcher must work within established authority and immediately escalate safety, qualification, handoff, and service risks.

Responsibilities

Verify driver qualifications, including license, Article 19-A status, medical and training status, drug and alcohol status, and available duty time before dispatch.
Confirm assigned vehicle is approved for service, has no unresolved safety defects, and meets all capacity and equipment requirements.
Coordinate with Maintenance for vehicle substitutions or road calls.
Ensure passenger safety through vehicle sweeps, child-check confirmation, individual instructions, emergency response, and authorized handoffs.
Control daily service from pre-pullout through final pull-in by assigning routes, trips, drivers, vehicles, and monitors/aides.
Manage callouts, late reports, open work, and vehicle substitutions.
Monitor vehicles, route progress, schedule adherence, and exceptions using GPS/telematics, routing, broker, phone, and radio systems.
Respond to traffic, weather, breakdowns, missed trips, late service, and deviations with timely recovery actions and verified ETAs.
Follow specific service line requirements for school bus, OPWDD, and paratransit/NEMT.
Communicate calmly and clearly with drivers, monitors, riders, families, schools, facilities, brokers, and internal departments.
Provide drivers and monitors with current route, passenger, equipment, and service instructions.
Reinforce dispatch procedures and escalate attendance, conduct, training, or performance concerns.
Treat all individuals with dignity and protect sensitive information.
Maintain a complete, time-stamped dispatch log of assignments, calls, exceptions, notifications, decisions, actions, and outcomes.
Serve as the first operating contact for accidents, injuries, breakdowns, and other serious events, stabilizing the response and notifying management.
Reconcile trips and service records against manifests and electronic systems.
Review daily results for performance metrics and identify areas for improvement.
Recommend practical improvements to routes, schedules, staffing, fleet assignments, communications, training, and escalation procedures.
Use Samsara, RouteGenie, MAS, TripShot, Trapeze, and other assigned systems effectively.

Requirements

Minimum of two (2) years of dispatch, transportation operations, customer service, logistics, or comparable coordination experience required.
High school diploma or equivalent required.
Ability to manage competing priorities and make timely decisions in a fast-paced operating environment.
Clear communication skills.
Accurate recordkeeping skills.
Strong computer skills.
Ability to learn service-area geography and transportation systems quickly.
Must be at least 18 years of age.
Must be legally authorized to work in the United States.
Must meet applicable pre-employment requirements, which may include background screening and testing where permitted or required by law.

Skills

Live dispatch management
Staffing coverage
Route performance management
Driver communication
Verified ETA management
Service recovery
Safety judgment
Qualification holds judgment
Emergency response
Authorized release judgment
Documentation
Privacy
Escalation
Microsoft Word
Microsoft Excel
Microsoft Outlook
Shared digital tracking tools
GPS and vehicle-monitoring platforms
Samsara
RouteGenie
MAS
TripShot
Passio
Comparable transportation systems
Multi-line phone systems
Radio systems
Dispatch communication systems

Location

Queens, New York City, New York State

Work Type

On-site
Full-time

Experience Level

Minimum of two (2) years of experience

Education Level

High school diploma or equivalent

About the Company

Cathay Express Transportation, Inc. is a Queens-based transportation provider serving patients, nursing homes, clinics, private organizations, healthcare partners, public agencies, and community transportation customers throughout New York City and New York State.
The company provides non-emergency medical transportation, ambulette, wheelchair, stretcher, school bus, public transit, and related mobility services with a strong focus on safe, timely, reliable, and customer-centered service.
Cathay team members are expected to perform through the Company's Five Operating Pillars: Safety, Service, People, Accountability, and Continuous Improvement.

Equal Opportunity

Cathay Express Transportation, Inc. is an equal opportunity employer. The company strives to attract and retain a diverse workforce and considers qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status under applicable law.