Routing & Scheduling Shift Supervisor

Job Description

Job Description

Position Overview:

The Sonoma County Paratransit (SCPT) Department is dedicated to providing essential transportation services to vulnerable populations in Sonoma County. The Routing & Scheduling Shift Supervisor leads day-to-day paratransit operations with a focus on driver scheduling, dispatch coordination, routing logistics, customer service delivery and addressing any operational issues that may arise during shifts. This role ensures compliance with American Disabilities Act (ADA) and Department of Transportation (DOT) regulations, supports staff training and technology use, and continuously improves scheduling systems and rider experience. The ideal candidate will exhibit strong leadership qualities and is a collaborative problem solver with strong operational expertise, analytical skills to identify service trends, and a commitment to equity, accessibility, and service excellence. The Supervisor works closely with the Director to ensure consistency in operational standards, communication protocols, and performance expectations across the department. 

Responsibilities

Operational Oversight 

• Serve as the shift lead and main point of contact during assigned hours for service. This includes disruptions and emergencies. 
• Oversee safe, timely, and compliant service delivery with a focus on reducing preventable incidents and fatigue-related risks. 
• Become the subject matter expert and vendor liaison for scheduling and dispatch software systems (Novus/TripSpark, DriverMate, REI, and tablets). 
• Coordinate real-time communication between dispatch, drivers, maintenance, and administrative staff. 
• Monitor driver performance, trip execution, and incident reporting; escalate driver trends or inconsistencies to Director. 
• Ensure all STANDARD OPERATING PROCEDUREs are accessible via tablets and aligned across roles for consistent execution. 

Route & Schedule Optimization 

• In collaboration with Director, create, review, and adjust daily, weekly, and monthly driver schedules to maximize coverage, reduce mileage while creating a balanced schedule avoiding burnout to retain drivers.  
• Respond to operational challenges by minimizing slack time, backtracking, and service gaps. 
• Use data analytics to identify patterns in route inefficiencies, cancellations, or missed performance targets. 
• Partner with Director to recommend operational improvements and track implementation effectiveness. 
• Coordinate ADA-compliant routing for special trip requests and service deviations. 
• Analyze GPS and scheduling data to improve on-time performance, efficiency, and driver accountability. 
• Collaborate with Director on monthly dashboards and reports that summarize trends and highlight areas for improvement. 
• Promote consistent and correct use of Novus, TripSpark, and tablets by staff; target 100% compliance. 

Customer Service & Client Communication 

• Maintain high standards of customer care by modeling professionalism, empathy, and patience. 
• Address rider concerns and complaints promptly, with 90%+ conflict resolution success rate. 
• Analyze customer feedback data to identify trends and propose customer service training or system enhancements. 

Safety Compliance 

• Ensure adherence to all safety policies and encourage a culture of accident prevention. 
• Collaborate with Director and Driver Trainer to identify repeat patterns in minor incidents; create action plans for coaching or retraining. 
• Collaborate with Director to ensure uniform application of safety procedures across all shifts and roles. 

Staff Supervision & Training 

• During assigned shifts, supervise booking, dispatch and scheduling personnel, providing real-time guidance, coaching, and accountability. 
• Support onboarding and continuous development through Standard Operating Procedure (SOP)trainings, performance data coaching, and quarterly customer service refreshers. 
• Foster a culture of constructive feedback, responsiveness, and service excellence. 
• Propose workflow changes to improve consistency in shift planning and execution. 
• Identify trends in staff performance across shifts and collaborate with Director to implement training and system-wide changes. 
• Lead department-wide efforts to standardize performance expectations, communication practices, and documentation protocols. 

Administrative & Support Duties 

• Fill in for Routing and Scheduling Specialist or Client Service Representative as during absences as needed. 
• Attend County of Sonoma and CVNL staff meetings and collaborate on cross-functional improvement projects. 
• Support Director in aligning documentation, schedules, and communication practices across all shifts and roles to promote continuity and operational consistency. 
• Complete accurate and timely data entry, clerical tasks, and internal communications. 

Requirements

• Bachelor’s degree in Business, Logistics, or related field OR equivalent work experience preferred.
• 3+ years of supervisory or leadership experience in transportation or paratransit services OR equivalent preferred. 
• Advanced proficiency in routing, scheduling, and transportation systems preferred.
• Proficiency in Outlook and Excel required. 
• Knowledge of ADA and DOT regulations, particularly Federal Transportation Authority (FTA)-related paratransit standards. 
• Strong organizational and communication skills; able to manage urgent and competing priorities. 
• Demonstrated leadership experience, preferably in a multi-shift environment. 
• Ability to make quick decisions and problem-solve effectively under pressure.
• Familiarity with REI, TripSpark, Novus, DriverMate, and/or IssueTrack or similar systems is a plus. 
• Ongoing compliance with required drug screening DOT and FTA required drug screening
• Exceptional communication skills, both verbal and written.
• Ability to work collaboratively with various teams and build a positive workplace culture.
• Willingness to work flexible hours, including evenings and weekends, as needed.
• Must possess a valid driver's license and a clean driving record.

Physical Demands:

• Ability to perform computer work. In addition to basic computer desk work, the employee is required to stand, walk, reach above shoulders, and climb or balance. Occasionally lift up to 25 pounds and push up to 300 pounds (wheelchair clients). Specific vision abilities required by this job include close vision, distance vision, peripheral vision, color vision, and the ability to adjust focus. Occasionally work outside, driving in a variety of road and weather conditions. Occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals and vibration

Expected Hours of Work/Travel:

• Paratransit is seven-day a week operation. The Department’s general operating hours and Monday through Friday 5:30am-10:00pm, Saturday and Sunday 7:30am-9:00pm.
• The Paratransit Shift Supervisor position is full-time with varied morning, evening and weekend shifts to cover the department’s needs. The two shifts currently open are:
• 1) Mon-Fri 6:00am to 3:00pm.
• 2) Sat/Sun 9:30am to 6:30pm and Mon/Thurs/Fri 11:30am-8:30pm.
• This position is not eligible for remote work.

Benefits

• Vacation: 12 days in year 1, 15 days in year 2, 20 days in year 5.
• Sick: 11 Sick days per year
• Holidays: 13 days observed.
• Health Insurance with base plan 100% covered by employer.
• Vision and Dental Insurance.
• 403B Retirement Plans with 3.5% employer contribution after 12 months.
• Staff have regular opportunities to participate in professional development workshops and classes offered at CVNL

Compensation:
The budgeted starting salary that CVNL reasonably expects to pay is $68,640. This takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, external market comparisons for similar positions in similar geographic locations and size. Offers are determined based on final candidate qualifications and experience.

CVNL is an equal opportunity employer and makes employment decisions on the basis of qualifications. The Agency policy prohibits unlawful discrimination in any employment decision based on pregnancy, childbirth or related medical conditions, race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, marital status, age, sexual orientation or any other basis protected by federal, state or local law or ordinance or regulation.