Position Summary

The Driver/Dispatcher provides safe, reliable, and customer-focused demand-response transportation services for clients traveling to medical appointments, shopping, and other destinations. This role operates SPAN vehicles (buses, vans, and autos), follows scheduled routes, and ensures compliance with contract requirements, including Medicaid transport guidelines.

As Dispatcher, the position receives and processes trip requests, coordinates schedules, communicates with drivers, and supports daily transportation operations.

Essential Duties & Responsibilities

Driver Responsibilities

• Review manifests and assignments using an Android-based application; verify details with Dispatch.
• Conduct and document pre-trip and post-trip vehicle inspections; report mechanical issues immediately.
• Maintain proper fuel levels and vehicle cleanliness (trash removal, sweeping, mopping as needed).
• Secure SPAN vehicles and keys at all times.
• Follow assigned schedules and all updates issued by Dispatch.
• Maintain timely, consistent communication with Dispatch about operational issues, incidents, delays, no-shows, and service changes.
• Operate a two-way radio professionally and in accordance with FCC regulations.
• Comply with all traffic laws and safety procedures, including seatbelt and passenger-assistance requirements.
• Assist ambulatory and wheelchair passengers safely and courteously.
• Provide excellent customer service and assist with parcels when needed and appropriate.
• Adjust heating/AC for passenger comfort.
• Follow SPAN’s door-to-door and curb-to-curb service procedures.
• Determine whether equipment and conditions meet SPAN’s safety standards.
• Collect, record, and handle fares in accordance with policy.
• Complete manifests, paperwork, and required documentation daily.
• Attend mandatory training and meetings.

Dispatcher Responsibilities

• Answer and process telephone requests for transportation; explain program details and eligibility.
• Determine pick-up/drop-off locations, times, and ride requirements.
• Update, validate, and distribute driver manifests.
• Prepare required daily operational reports.
• Assist with fare counting and reconciliation as needed.
• Monitor two-way radio communications in compliance with federal rules.
• Relay trip changes, cancellations, and instructions to drivers.
• Coordinate vehicle/driver replacements in the event of accidents or malfunctions.
• Contact vendors regarding relevant operational issues.
• Support investigations and incident review by gathering information from drivers and dispatch team.
• Support emergency procedures during accidents, medical events, or safety issues.
• Adjust driver routes in response to schedule changes or emergencies.
• Send applications to prospective riders and answer program questions.
• Assist with scheduling and training coordination.
• Participate in required trainings and meetings.
• Perform other duties as assigned.

Required Licensing

• Valid Texas Driver’s License.
• Some roles require a CDL with Passenger (P) endorsement.

Key Skills & Abilities

• Ability to complete required certifications: Defensive Driving, CPR/First Aid, Passenger Assistance, Drug & Alcohol training, etc.
• Ability to pass medical evaluations and drug/alcohol screenings.
• Proficiency using tablets, GPS systems, mapping tools, and two-way Bluetooth devices.
• Strong reliability, punctuality, grooming, and professional appearance.
• Ability to stay calm under pressure and work with diverse personalities.
• Strong communication skills and the ability to read and write at a functional professional level.
• Basic math skills, including calculating rates, ratios, and percentages.
• Ability to follow instructions in written, verbal, and diagram formats.
• Ability to manage time, prioritize tasks, and problem-solve effectively.
• Strong knowledge of Denton County geography and traffic patterns.

Education & Experience

• High school diploma or GED preferred.
• Minimum 3 years of related experience required.
• Bilingual (Spanish) preferred.
• Proficiency with Microsoft Office, email, internet navigation, and standard office equipment.

Work Environment

Driver

• Frequent exposure to outdoor weather, vibration, fumes, airborne particles, and loud noise.
• Exposure to mechanical components, wet/humid conditions, and fluctuating light/dark patterns while driving.

Dispatcher

• Primarily office-based; noise levels vary by shift from quiet to high-activity.

Physical Demands

• Regular walking, standing, sitting, talking, hearing, and reaching.
• Frequent lifting up to 50 lbs.
• Physical exertion required for assisting wheelchair passengers.
• Vision requirements include focus adjustment, depth perception, peripheral, distance, and close vision.
• Extended use of phones, computers, and electronic devices.