Dispatcher

Job Description

Department: Charlotte Area Transit System Department

Salary: $25.00 - $34.64 Commensurate with Experience

Thank you for your interest in joining the team that keeps Charlotte moving, at a very exciting time for our organization. At the Charlotte Area Transit System (CATS), we're committed to delivering safe, reliable, and innovative transit services for our growing community, and we value employees who bring professionalism, passion, and a commitment to public service.

This position is currently employed by CATS, a department of the City of Charlotte. With the passage of the PAVE Act and last year's sales tax referendum, CATS is preparing to transition from a City department to the newly created Metropolitan Public Transit Authority (MPTA). The MPTA was established to strengthen regional transit governance, improve accountability, and support long‑term investment in mobility. It's an important and exciting step forward for transit in our region.

Employees hired into this role will remain City employees through December 31, 2026, and will transition to MPTA employment on January 1, 2027. Benefits and compensation will follow City provisions through 2026 and shift to MPTA provisions in 2027, with clear information shared in advance. Your core duties, reporting structure, and daily responsibilities will remain consistent, with no break in service. If anything delays the transition, your City employment, including compensation and benefits, will remain in place until the move to the MPTA occurs.

The creation of the MPTA positions us for a more modern, sustainable, and efficient transit system, one that can better support the Charlotte region for decades to come. We're excited about what's ahead and appreciate your interest in being part of it.
SUMMARY
The Rail Dispatcher supports the real-time coordination of rail transportation service by communicating operating instructions, tracking service conditions, and maintaining accurate dispatch records in accordance with established procedures. Reporting to the Assistant Manager of Rail Dispatch, this role helps ensure that rail service is supported through timely communication, accurate information handling, and consistent execution of dispatch responsibilities during both routine operations and service disruptions.
This position is responsible for managing assigned dispatch duties within established service, communication, and escalation protocols. The Rail Dispatcher works closely with operators, field supervisors, and other transportation personnel to communicate service-related instructions, monitor operating conditions, document delays and events, and support response to abnormal situations. The role requires attention to detail, clear communication, and the ability to remain organized and effective in a fast-paced, safety-sensitive operating environment.
The Rail Dispatcher also supports implementation of service bulletins, operational notices, and dispatch procedures and helps maintain continuity of information across the transportation function. This role is a frontline position within the dispatch pathway and contributes directly to the safe, reliable, and coordinated execution of daily rail service.

Major Duties and Responsibilities
Dispatch Operations and Service Coordination
Perform assigned dispatch duties in support of safe, reliable, and coordinated rail transportation service.
Manage service communications and dispatch activity within assigned responsibilities, territories, or operating areas in accordance with schedules, service priorities, and established procedures.
Support daily transportation operations by relaying service instructions, updates, and operating information to the appropriate personnel.
Monitor assigned operating conditions and help maintain continuity of dispatch support throughout the shift.
Carry out dispatch responsibilities in a timely, accurate, and professional manner.
Communications and Information Flow
Communicate clearly and accurately with rail operators, field supervisors, and other operational personnel using established communication protocols.
Issue routine operating instructions, service updates, and other dispatch communications as directed or required by procedure.
Confirm read-backs, acknowledgments, or other required communication elements to help ensure shared understanding.
Support clear information flow during both normal operations and service disruptions.
Escalate significant issues, unclear conditions, or communication concerns to the Lead Rail Dispatcher or Assistant Manager as appropriate.
Event Logging and Documentation
Maintain accurate, timely, and complete records of delays, events, service impacts, and other dispatch-related activity.
Enter required information into logs, forms, status records, and other documentation tools used by the dispatch function.
Record dispatch activity and related communications in accordance with agency procedures and documentation standards.
Help ensure shift records are organized, current, and useful for follow-up, turnover, and management review.
Support accurate handoff of information between shifts.
Incident Support and Procedural Compliance
Follow established checklists, procedures, and escalation protocols during delays, incidents, abnormal operations, and other service-impacting events.
Support dispatch coordination during disruptions by carrying out assigned response activities and communicating changes as directed.
Help ensure dispatch actions remain aligned with established procedures, communication standards, and operational expectations.
Implement bulletins, notices, and other temporary or standing operational instructions as directed.
Maintain awareness of procedural updates and current operating guidance affecting dispatch responsibilities.
Team Support and Professional Conduct
Work cooperatively with Lead Rail Dispatchers, supervisors, operators, field personnel, and other members of the transportation team.
Maintain professionalism, attentiveness, and composure in a fast-paced operational setting.
Participate in required training, briefings, onboarding activities, drills, and other job-readiness efforts.
Seek clarification when needed and use feedback to strengthen performance and consistency.
Perform other related duties as assigned.
Core Competencies
Dispatch Support and Service Coordination
- Ability to perform frontline dispatch responsibilities accurately and consistently in support of daily rail transportation operations.
Carries out assigned dispatch duties with reliability and attention to procedure.
Supports coordinated service execution through timely communications and accurate information handling.
Helps maintain continuity of dispatch support throughout the shift.
Communication Clarity
- Ability to communicate operating information clearly, accurately, and professionally in a real-time operational environment.
Uses appropriate communication protocols and confirms understanding when required.
Communicates effectively with operators, supervisors, and other operational personnel.
Maintains calm and clarity during routine and disrupted service conditions.
Documentation Accuracy
- Ability to maintain complete and accurate logs, delay entries, and dispatch records that support operational awareness and follow-up.
Records information in a timely and organized manner.
Maintains attention to detail when entering or updating dispatch records.
Helps ensure shift documentation is reliable and useful.
Procedural Consistency
- Ability to follow established dispatch procedures, bulletins, checklists, and escalation protocols in a safety-sensitive setting.
Applies current instructions and standard procedures consistently.
Recognizes when a situation requires escalation or additional guidance.
Supports disciplined and dependable dispatch operations.
Adaptability in a Real-Time Environment
- Ability to work effectively as service conditions change and priorities shift throughout the operating day.
Adjusts to changing service conditions without losing focus or accuracy.
Balances multiple communications and tasks in a time-sensitive environment.
Remains effective during delays, disruptions, and other non-routine conditions.
Teamwork and Dependability
- Ability to work as part of a transportation team and provide reliable support to shared service goals.
Works cooperatively with others across the transportation function.
Demonstrates dependability and professionalism in daily work.
Supports smooth handoffs, coordination, and team communication.
Knowledge, Skills and Abilities
Knowledge of:
Rail operating rules, communication protocols, and dispatch procedures governing real-time service coordination.
Principles of train movement, service regulation basics, and real-time transportation support.
Dispatch tools and systems, including radios, logs, status boards, and communication platforms.
Incident response procedures, escalation protocols, and service disruption handling practices.
Documentation standards, logging practices, and shift turnover requirements in a dispatch environment.
Skill in:
Performing dispatch duties, including communicating instructions, monitoring service conditions, and supporting coordinated operations.
Managing multiple communications, updates, and tasks simultaneously in a real-time environment.
Using radios, phones, logs, and computer systems accurately and efficiently.
Recording delays, events, and operational activity in a timely and accurate manner.
Applying procedures, checklists, and communication protocols consistently.
Communicating clearly and professionally with operators, supervisors, and operational personnel.
Ability to:
Maintain focus, situational awareness, and accuracy during extended periods of real-time operations.
Follow established procedures and respond appropriately to changing service conditions.
Recognize when issues require escalation and communicate concerns effectively.
Work effectively under pressure while b