Dispatcher

Overview: 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.

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.

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.

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.

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.

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.