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Company Background
Cathay team members are expected to perform through the Company's Five Operating Pillars: Safety, Service, People, Accountability, and Continuous Improvement. These principles guide daily decisions, employee conduct, customer communication, performance, and improvement across every service line.
Primary Duties and Responsibilities
- Safety:
- Before dispatch, verify in the approved roster or system that the driver is cleared for the work, including required license and endorsements, Article 19-A status where applicable, medical and training status, applicable drug and alcohol status, and available duty time. Do not dispatch an expired, restricted, unclear, or unconfirmed driver or override a qualification hold.
- Confirm that the assigned vehicle is approved for service, has no unresolved safety defect, and meets capacity, wheelchair lift and securement, child-restraint, communications, and equipment requirements. Confirm required pre-trip and DVIR completion and coordinate substitutions or road calls with Maintenance.
- Protect every student and rider through required vehicle sweeps, post-trip child-check confirmation, individual instructions, emergency response, and authorized handoffs. Never approve an alternate or unattended release; keep the passenger safe and immediately follow the notification and escalation protocol.
- Service:
- Control daily service from pre-pullout through final pull-in by assigning routes, trips, drivers, vehicles, and required monitors or aides; manage callouts, late reports, open work, and vehicle substitutions without compromising qualifications or safety.
- Monitor vehicles, route progress, schedule adherence, and exceptions through 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 each service line requirement, including approved student routes and bell times for school bus, standing transportation and individual instructions for OPWDD, and manifests, will-calls, returns, add-ons, cancellations, and no-show procedures for paratransit/NEMT.
- People:
- Communicate calmly and clearly with drivers, monitors, riders, students, families, schools, residences, program sites, medical facilities, brokers, agency contacts, and internal departments, especially during delays, complaints, incidents, and emergencies.
- Give drivers and monitors current route, passenger, equipment, and service instructions; reinforce dispatch procedures and escalate attendance, conduct, training, or performance concerns to the appropriate supervisor.
- Treat every student, rider, family member, and employee with dignity, and protect sensitive information under Company policy, contract requirements, and applicable privacy laws.
- Accountability:
- Maintain a complete, time-stamped dispatch log of assignments, calls, exceptions, notifications, decisions, actions, and outcomes; provide a clear handoff for open work, active incidents, disabled vehicles, and pending follow-up.
- Serve as the first operating contact for accidents, injuries, breakdowns, possible abuse or neglect, elopement, unaccounted-for passengers, and other serious events; stabilize the response, contact emergency services when required, notify management and Safety, and begin documentation without delay.
- Reconcile trips and service records against manifests and electronic systems so timestamps, mileage, trip status, signatures, and other required information support reporting, complaint review, audits, and billing.
- Continuous Improvement:
- Review daily results for on-time performance, missed service, callouts, route exceptions, complaints, incidents, vehicle availability, documentation gaps, and recurring failures.
- Identify patterns and 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; share field observations and help implement approved improvements across service lines.
Qualifications & Skills
- Required Qualifications:
- Minimum of two (2) years of dispatch, transportation operations, customer service, logistics, or comparable coordination experience required.
- High school diploma or equivalent required, with the ability to manage competing priorities and make timely decisions in a fast-paced operating environment.
- Clear communication, accurate recordkeeping, strong computer skills, and the ability to learn service-area geography and transportation systems quickly.
- Skills and Knowledge:
- Hands-on ability to manage live dispatch, staffing coverage, route performance, driver communication, verified ETA management, and service recovery.
- Sound judgment regarding safety, qualification holds, emergency response, authorized release, documentation, privacy, and escalation.
- Familiarity with Article 19-A, school bus operations, ADA service requirements, OPWDD transportation, MAS transportation, or wheelchair transportation preferred.
- Preferred Technology Experience:
- Microsoft Word, Excel, Outlook, and shared digital tracking tools.
- GPS and vehicle-monitoring platforms such as Samsara, along with RouteGenie, MAS, TripShot, Passio, or comparable transportation systems.
- Multi-line phone, radio, and dispatch communication systems.
Job Requirements
- 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.
Physical Demands
Disclaimer
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.
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