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Pre-Shift Responsibilities
1. Arrival and Preparation: Arrive on time for your shift, and ensure you're familiar with the dispatch system, company policies, and local events that may impact taxi demand.
2. System Check: Verify that all dispatch equipment, including computers, phones, and radios, are functioning properly.
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Dispatching Taxis
1. Priority Calls: Prioritize emergency or urgent calls, such as those from disabled passengers or those requiring immediate assistance.
2. Call Answering: Answer calls promptly, ideally within three rings, and provide clear, concise communication.
3. Taxi Allocation: Allocate taxis fairly and efficiently, considering factors like proximity, traffic, and passenger preferences.
4. Estimated Time of Arrival (ETA): Provide accurate ETAs to passengers, taking into account traffic, road conditions, and other factors.
5. Taxi Tracking: Continuously monitor taxi locations and statuses to optimize dispatching and minimize delays
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Passenger Communication
1. Clear Communication: Communicate clearly and respectfully with passengers, providing essential information like taxi numbers, ETAs, and fares.
2. Passenger Requests: Accommodate passenger requests whenever possible, such as specific taxi preferences or additional services.
3. Conflict Resolution: Handle passenger complaints or issues professionally, empathetically, and in accordance with company policies.
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Driver Communication
1. Clear Instructions: Provide clear, concise instructions to drivers, including pickup locations, passenger information, and special requests.
2. Driver Support: Offer assistance and support to drivers as needed, such as navigating challenging situations or addressing passenger concerns.
3. Driver Feedback: Encourage drivers to provide feedback on their experiences, using this information to improve dispatching processes.
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Safety and Emergency Procedures
1. Emergency Response: Establish protocols for responding to emergencies, such as accidents or medical emergencies, and ensure drivers are aware of these procedures.
2. Passenger Safety: Prioritize passenger safety, taking steps to minimize risks and ensure a secure environment.
3. Driver Safety: Similarly, prioritize driver safety, providing guidance on safe driving practices and emergency procedures.
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Record-Keeping and Reporting
1. Accurate Record-Keeping: Maintain accurate, up-to-date records of all dispatch activities, including calls, taxi allocations, and passenger information.
2. Shift Reports: Complete shift reports, summarizing key events, challenges, and successes.
3. Incident Reporting: Document and report any incidents, accidents, or near-misses, using this information to improve safety procedures
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Professionalism and Teamwork
1. Professional Conduct: Maintain a professional demeanor at all times, providing respectful, courteous service to passengers and drivers.
2. Team Collaboration: Collaborate with colleagues, sharing knowledge, expertise, and best practices to optimize dispatch operations.
3. Continuous Improvement: Strive for continuous improvement, seeking feedback, and implementing changes to enhance the dispatch process.