Dispatcher

Position Summary

The Dispatcher plays a critical role in managing and coordinating daily transportation operations for the citywide centralized shelter intake program. This position ensures timely, efficient routing of vehicles; maintains real-time communication with drivers and field staff; tracks trip progress using technology platforms; and prioritizes client safety and service responsiveness.

Key Responsibilities

1. Trip Coordination & Scheduling
   • Assign and dispatch drivers to intake and shelter sites across all 77 Chicago community areas based on real-time demand.
   • Monitor incoming referrals and transportation requests through The Grove and DFSS One System.
   • Adjust schedules dynamically to address delays, cancellations, surge capacity, or high-need situations.
2. Real-Time Communication
   • Maintain constant two-way communication with drivers and field teams via phone, text, and dispatch software.
   • Troubleshoot issues on the road and coordinate solutions, such as rerouting, emergency pickups, or on-site support.
   • Escalate safety, behavioral, or medical concerns immediately to the appropriate supervisor or clinical team.
3. Technology & Data Tracking
   • Utilize transportation management software, GPS tracking tools, and DFSS systems to monitor vehicle locations and client transport statuses.
   • Log all trips, delays, incidents, and no-shows accurately and in a timely manner.
   • Assist with reporting and documentation for audits, compliance, and performance metrics.
4. Collaboration & Service Delivery
   • Coordinate with intake teams, shelter sites, clinicians, and case managers to ensure smooth handoffs and responsive service.
   • Participate in daily huddles and planning meetings to anticipate transportation needs.
   • Support communication across intake, dispatch, and vehicle teams to maintain safety and timeliness.