Transit Support Rep/Dispatcher at Envida – Colorado Springs, Colorado

About Envida

For nearly 50 years, Envida has been proudly serving the Colorado Springs community by providing compassionate homecare and transportation services that support independent living with dignity. Join an agency that values both its employees and clients.

Our Values:

• Compassionate – We provide a foundation for independence with honor and respect.
• Resourceful – We creatively solve problems and embrace opportunities.
• Dependable – We are there. Reliable support you can trust.

Learn more about our work: https://envidacares.org

Job Summary

The Transit Support Representative/Dispatcher plays a critical role in the successful daily operations of Envida’s transit program. This position is responsible for handling incoming calls, scheduling transportation, registering new clients, and ensuring accurate and timely communication with riders, drivers, and team members. The representative will manage reservations, provide up-to-date route and schedule information, dispatch trips for paratransit and non-emergency transportation services, and support the department with reporting, recordkeeping, and quality assurance. This role is essential in delivering safe, reliable, and accessible transportation to seniors, individuals with disabilities, and low-income community members.

Essential Duties and Responsibilities

• Accurately complete all new client intakes and registrations in Ecolane, AAA, and NEMT systems within 24 hours of request.
• Verify program and funding eligibility, geographic qualifications, and non-duplication of services before enrollment.
• Schedule, update, and confirm rides with clients via phone or electronic requests, ensuring correct data entry for origins, destinations, funding sources, and mobility needs.
• Process ride requests, cancellations, or changes promptly and accurately.
• Schedule rides directly during client calls to avoid unnecessary callbacks and ensure service efficiency.
• Investigate and resolve customer service concerns by reviewing manifests, dispatch reports, and other documentation; communicate resolutions clearly and promptly.
• Notify clients immediately if projected arrival/drop-off times fall outside the 15-minute flex window.
• Communicate with riders via phone, email, and in-person interactions in a professional and compassionate manner.
• Maintain and update a variety of digital and paper records, logs, and files related to paratransit operations.
• Prepare and distribute daily driver manifests, short sheets, and next-day operations materials.
• Monitor online ride requests every 30 minutes and accept or deny promptly based on capacity and eligibility.
• Reconcile driver tickets, fares, forms, and donations; enter accurate data into the Ecolane Verification module daily.
• Support continuous improvement by tracking service quality metrics and identifying areas for optimization.
• Mark vehicles as “unavailable” when not in service to prevent scheduling errors.

Qualifications

· Experience with dispatching or scheduling in transportation or healthcare preferred

· Must pass a criminal background check and drug screening.

· Experience with two-way radio systems and multi-line phone systems preferred.

· Ability to identify and resolve complex operational and service-related problems.

· Working knowledge of MS Word, MS Excel, and scheduling/dispatch software (e.g., Ecolane).

· Ability to read, understand, and interpret route maps, schedules, and geographic data.

· Must be able to manage multiple priorities, remain focused in a fast-paced environment, and handle stressful situations calmly.

· Availability to work flexible shifts between 6:00 AM and 6:00 PM, including Saturdays and holidays as needed.

Working Conditions

• Office setting with extended periods of sitting and computer use.
• Must be able to handle multiple incoming calls and tasks simultaneously.