Scheduling and Dispatching for Rural Transportation Programs

The scheduler or dispatcher is an integral component of any rural transportation program. The role of the scheduler is to design the most effective routing system that efficiently fits the needs of the rider and the agency. A scheduler needs to be strategic when determining routing needs, resolving scheduling issues, and managing rider requests.

The role of the dispatcher is to coordinate the different facets of a transportation program. This often includes direct communication with riders and maintaining records of trips. Dispatchers are generally the first point-of-contact for the program's drivers in the case an issue arises.

People in these roles serve as frontline staff, engaging directly with customers, transit operators, drivers, and other program staff. Since they are also often the first people to interact externally with the public, it is important that schedulers or dispatchers are trained about the program, safety issues, addressing challenges, and communication.

Resources to Learn More

Dispatching & Scheduling Training for Rural Transit System (eLearning Training Module)
Tutorial/Training
Provides online training for new and experienced transit system dispatchers and schedulers working in rural or tribal areas.
Organization(s): National Rural Transit Assistance Program
Date: 2021

Managing the Transit Scheduling Workforce: A Synthesis of Transit Practice
Document
Examines how different roles of scheduling and dispatching affect transit systems throughout various steps of training, recruiting, developing, and retaining schedules for programs. Includes case studies of transportation programs demonstrating the opportunities and challenges, and lessons learned in the management process.
Author(s): Walk, M.J., Cardenas, J.P., Miller, K., et al.
Organization(s): Transportation Research Board
Date: 5/2019