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Job description

CONTRACT: Fixed term for 3 years, with a possibility of extension, subject to continued funding JOB PURPOSE To support the day to day operational delivery of the L.I.F.T. project, ensuring that transport requests are managed safely, efficiently and sensitively and that service users receive an appropriate and responsive service. The post will have particular responsibility for coordinating transport bookings, maintaining accurate service user and journey information, liaising with drivers, service users, carers, families, healthcare/community organisations and other stakeholders, and supporting the monitoring and administration requirements of the project. L.I.F.T. is a demand responsive service. The workload and operational requirements of the post will therefore vary considerably from day to day. Working Hours, Flexibility and Out of Hours Cover A high degree of flexibility, including participation in the out of hours emergency rota, is an essential requirement of this post. Although the post is contracted for 37.5 hours per week, the successful post holder must be prepared to work flexibly in response to operational requirements. This will include: early starts and late finishes; occasional evening and weekend working; changes to normal working hours at relatively short notice; supporting events, promotional activities, training and project meetings outside normal office hours; participating fully in the rota for the DART emergency/out of hours telephone service; remaining contactable and available while responsible for the out of hours number responding appropriately to operational issues raised during periods of out of hours cover, including taking whatever immediate action is reasonably required and escalating matters where necessary. Out of hours cover is a core and essential responsibility of the post and is not optional. A fixed working pattern cannot be guaranteed. Applicants who are unable to participate fully in the out of hours rota, or who cannot provide the level of flexibility required to respond to operational issues outside normal office hours, should carefully consider whether this post is suitable for them.

Responsibilities

• Manage and coordinate day-to-day transport requests relating to the L.I.F.T. project.
• Plan and book individual and group journeys, taking account of service-user requirements, vehicle availability, driver availability, journey times and operational priorities.
• Allocate appropriate drivers and vehicles to journeys.
• Make amendments to schedules throughout the working day in response to cancellations, delays, changing passenger needs, vehicle issues and other unforeseen circumstances.
• Liaise regularly with drivers regarding schedules, passenger requirements and operational changes.
• Respond promptly to transport enquiries received by telephone, email or in person.
• Communicate with service users, family members, carers and referring organisations regarding bookings and transport arrangements.
• Deal appropriately and sensitively with service users who may be vulnerable, anxious, confused or require additional support.
• Ensure that relevant mobility, accessibility and passenger-support information is available to those responsible for providing the journey.
• Create, update and maintain accurate service-user records on the Partnership's transport management systems.
• Record relevant mobility, accessibility, communication and journey-support requirements.
• Maintain individual and group records.
• Maintain relevant SmartPass and membership information.
• Enter and update journey and booking information accurately and promptly.
• Identify and correct data-entry errors.
• Obtain missing information where records or documentation are incomplete.
• Maintain electronic and paper records in accordance with organisational procedures.
• Produce information and reports from transport management systems when required.
• Maintain confidentiality at all times and comply with data protection, information security and organisational policies.
• Maintain the administrative records required for the delivery and monitoring of the L.I.F.T. project.
• Assist with the collection and recording of project monitoring and evaluation information.
• Maintain appropriate records relating to service use, journeys, outcomes and project activity.
• Assist with the preparation of information and reports required by management and project funders.
• Support the administration of L.I.F.T. registration, membership and evaluation processes.
• Follow up incomplete information with service users, carers or referring organisations where necessary.
• Deal with telephone, email, written and personal enquiries in a professional and timely manner.
• Communicate clearly and sensitively with older people, people living with dementia, people with disabilities and other service users who may require additional assistance.
• Liaise with family members, carers and support workers where appropriate.
• Liaise with healthcare providers, community organisations and other referring or partner organisations in relation to transport arrangements.
• Provide information about DART and L.I.F.T. services and signpost individuals to appropriate services where required.
• Deal calmly and appropriately with complaints, difficult conversations, last-minute changes and unexpected operational problems, referring matters to management where necessary.
• Maintain regular communication with operational staff and drivers.
• Assist in responding to vehicle breakdowns, driver absence, passenger cancellations and other operational disruptions.
• Participate fully in the Partnership's emergency/out-of-hours telephone rota as required.
• When holding the out-of-hours telephone, remain contactable and available to respond promptly to calls and messages.
• Assess issues raised during out-of-hours cover and take appropriate action, including contacting drivers, service users, management or other relevant parties where necessary.
• Respond to urgent operational issues such as driver absence, vehicle breakdown, delays, changes to passenger arrangements or other incidents affecting service delivery.
• Escalate serious incidents or matters outside the post-holder's authority in accordance with organisational procedures.
• Assist with maintaining accurate vehicle, driver and passenger information relevant to the operation of the service.
• Support the Operations Manager with the effective day-to-day delivery of the project.
• Provide administrative support as required, including: word processing; spreadsheets and databases; filing and electronic record management; correspondence; photocopying and scanning; preparation of meeting papers; taking and producing
• Assist with the organisation and administration of staff and volunteer training.
• Support L.I.F.T. information sessions, community engagement activities, open days, promotional events and meetings.
• Attend events or meetings outside normal office hours where operationally required.
• Assist with the distribution and maintenance of L.I.F.T. promotional and information materials.
• Work closely with other DART staff to ensure services are delivered effectively.
• Undertake relevant training as required.
• Work in accordance with DART policies and procedures, including safeguarding, data protection, equality and health and safety requirements.
• Undertake any other reasonable duties appropriate to the nature and level of the post as required by the Operations Manager.

Skills and Qualifications

Essential Skills

• Minimum of 6 months' experience working in a busy administrative, transport, customer service or operational environment.
• Minimum of 6 months' experience dealing directly with members of the public by telephone, email and/or face to face
• GCSE English and Mathematics at Grade C/4 or above, or equivalent.
• Experience using computerised databases, booking systems or management information systems.
• Experience using Microsoft Office applications, including Word, Outlook and Excel.
• Ability to coordinate a number of competing tasks and priorities within a busy working environment.
• Ability to respond appropriately to changing circumstances and unexpected operational problems.
• Ability to communicate clearly, professionally and sensitively with service users, carers, colleagues and external organisations.
• Excellent telephone manner.
• High level of accuracy when entering and maintaining information.
• Ability to maintain confidentiality and handle sensitive personal information appropriately.
• Ability to work independently and use initiative while also working effectively as part of a small team.
• Good organisational and time management skills.
• Ability to remain calm and professional when dealing with pressure, changes to schedules, complaints or difficult conversations.
• Ability and willingness to work flexibly according to the operational needs of the project, including early mornings, evenings, weekends and changes to normal working hours.
• Ability and willingness to participate fully in the emergency/out of hours telephone rota, remain available while on duty and respond appropriately to operational issues arising outside normal office hours.

Desirable Skills

• Level 2 or above qualification in Business Administration or a related subject.
• Experience using Flexiroute or another transport scheduling/management systems.
• Experience within community transport, passenger transport, health, social care or the voluntary/community sector.
• Experience communicating with or supporting older people, people living with dementia, people with disabilities or individuals with additional mobility/support needs.
• Knowledge and understanding of the barriers to transport experienced by older people, people with disabilities and people living in rural communities.