National RTAP Scheduling and Dispatching Training Update Survey

The National Rural Transit Assistance Program (National RTAP) is updating their Scheduling and Dispatching Training Manual and eLearning Course. The purpose of the learning tool is to provide consistent training and technical support on common issues related to being an effective dispatcher and scheduler.

The following survey will help the authors have a better sense of the training audience and the use of dispatchers and schedulers at rural transit agencies. Please answer to the best of your ability for your specific agency. Detailed responses are strongly encouraged.

Question Title

* 1. What is the size of your fleet?

Less than five vehicles

Six to ten vehicles

Eleven to twenty vehicles

Twenty-one or more vehicles

Question Title

* 2. Which types of service does your agency currently provide

Fixed Route

Deviated Fixed Route

Demand Response

Vanpool

Express Bus

Other (please specify)

Question Title

* 3. How many of each type of personnel does your agency employ?

Dispatchers

Schedulers

Joint Dispatchers and Schedulers

Question Title

* 4. Are dispatchers/schedulers responsible for other roles within the agency? If yes/please describe.

Yes

If yes, please describe roles.

Question Title

* 5. What software programs does your agency use for dispatching and scheduling?

Dispatching

Scheduling

N/A

Question Title

* 6. Does your agency utilize mobile data units (MDTs, tablets, etc) for real-time dispatching/scheduling on your vehicles?

Yes

Question Title

* 7. What are your agency's policies on ending interactions with hostile costumers on the phone?

Question Title

* 8. What are the most common customer service-related complaints received regarding dispatching and scheduling?

Question Title

* 9. How and at what points during employment are your Schedulers and Dispatchers currently trained?

Question Title

* 10. We are interested to know how your agency would use this training, and what recommendations you might have for the training. Please provide recommendations for content, learning techniques or other considerations as we develop this training.