Routing & Scheduling Shift Supervisor

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.  
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