Dispatcher

City of Charlotte · $25–$31.86/hr (stated in the posting)

Apply on the company website

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

Major Duties and Responsibilities

The following duties are standard for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment to the classification.

Rail Operations Coordination and Dispatching Administration

• Coordinate and support daily rail transportation operations to promote safe, efficient, reliable, and on-schedule service.
• Prepare, maintain, and distribute rail run assignments, operator schedules, extra-board assignments, seniority bids, vacation bids, and related scheduling documents.
• Coordinate staffing requirements based on operator availability, scheduled service, anticipated ridership, special events, planned service changes, and other operational needs.
• Communicate with the ROCC regarding operator availability, staffing requirements, service disruptions, delays, schedule changes, and other operational concerns.
• Monitor operator assignments and scheduling practices to support compliance with applicable Hours of Service (HOS) requirements and established work and rest limitations.
• Coordinate workforce coverage for special events, increased passenger demand, planned service changes, unexpected staffing shortages, and other service requirements.
• Support operational planning, service recovery, delay management, and administrative coordination during service disruptions, emergencies, and other events affecting rail service.
• Review operational reports and information received from authorized personnel regarding radio transmissions, station platforms, structures, vehicles, equipment, and other rail-related concerns.
• Communicate reported safety concerns, equipment deficiencies, and service issues to the appropriate departments for review and resolution.
• Maintain accurate records of rail assignments, staffing activities, operational communications, service impacts, and other required dispatching information.
• Relay operating instructions, notices, bulletins, schedule updates, and other authorized information to Rail Operators and appropriate personnel.
• Support continuity of information through accurate documentation, timely communication, and effective pass downs
• Perform dispatching coordination and administrative support functions without operating trains or light rail vehicles.

Employee Supervision and Performance Management

• Provide administrative supervision, leadership, instruction, and guidance to Rail Operators and other assigned personnel within delegated authority.
• Communicate and reinforce applicable operating rules, safety requirements, agency policies, procedures, and performance expectations.
• Monitor employee attendance, performance, conduct, and compliance with established operational and workplace standards.
• Conduct periodic reviews of operator knowledge of operating rules, safety procedures, and other applicable requirements.
• Complete annual Performance Review and Development (PRD) evaluations and provide ongoing performance feedback.
• Prepare and maintain documentation related to employee performance, coaching, counseling, training, and corrective action.
• Administer or recommend corrective action consistent with agency policies, established procedures, applicable collective bargaining agreements, and delegated authority, as applicable.
• Mentor and motivate employees to meet or exceed Rail Operations performance, service, and safety standards.
• Coordinate with the Training Department to schedule required training, refresher instruction, operating compliance activities, and other qualification requirements.
• Assist in resolving employee concerns and workplace conflicts professionally, consistently, and in coordination with Human Resources when appropriate.
• Maintain appropriate documentation of employee performance, training compliance, attendance, and other supervisory activities.
• Refer significant employee relations matters and issues outside delegated authority to the Assistant Manager of Rail Transportation or the appropriate department.

Fitness for Duty and Safety Compliance

• Conduct and document Fitness for Duty checks for Rail Operators and other designated personnel in accordance with established agency policies and procedures.
• Identify and document potential Fitness for Duty concerns and coordinate appropriate follow-up with authorized management, Human Resources, Safety, or other designated personnel.
• Reinforce compliance with applicable CATS, City of Charlotte, North Carolina Department of Transportation (NCDOT), Federal Transit Administration (FTA), and other relevant operating and safety requirements.
• Support implementation and compliance with applicable NCDOT State Safety Oversight Program Standards (SSOPS), FTA regulations, the CATS Safety Management System (SMS), and the Agency Safety Plan (ASP).
• Support compliance with applicable federal safety training requirements, including 49 CFR Parts 672 and 673, as relevant to assigned responsibilities.
• Promote adherence to operating rules, safety policies, procedures, and established reporting requirements.
• Encourage employees to identify and report hazards, unsafe conditions, near misses, incidents, and other safety concerns through established CATS reporting channels.
• Communicate reported hazards and safety concerns to the appropriate departments for review, investigation, and corrective action.
• Support safety initiatives, administrative reviews, audits, and compliance activities as assigned.
• Maintain accurate documentation of safety-related administrative activities and required follow-up actions.
• Promote employee accountability and a proactive safety culture throughout Rail Operations.

Incident, Accident, and Customer Concern Administration

• Coordinate the administrative response to incidents, accidents, employee injuries, passenger injuries, service disruptions, and other events involving rail operations.
• Obtain, review, and document incident information from Rail Operators, the ROCC, supervisors, witnesses, and other appropriate sources.
• Prepare accurate, thorough, and timely written reports concerning accidents, incidents, injuries, service disruptions, operating-rule violations, and other operational events.
• Assist with investigations by gathering documentation, reviewing records, coordinating interviews, and maintaining required investigative files.
• Document findings and provide recommendations for corrective action or operational improvements when appropriate and within assigned responsibilities.
• Investigate and coordinate the resolution of customer complaints related to rail service, employee conduct, and operational concerns.
• Communicate with the ROCC, Safety, Human Resources, Maintenance, and other departments as necessary to resolve incidents and address identified issues.
• Coordinate emergency-related communications, notifications, documentation, and administrative support in accordance with established procedures.
• Perform Incident Commander duties only when designated, appropriately trained, and authorized under established procedures and within the administrative scope of the position.
• Ensure required reports, records, and notifications are completed in accordance with applicable agency policies and regulatory requirements.
• Maintain the confidentiality and integrity of investigative records and other sensitive information.

Payroll, Scheduling, and Administrative Management

• Process, review, and maintain employee timekeeping and payroll information using Kronos and other designated workforce management systems.
• Verify scheduling, attendance, payroll, and staffing records for accuracy, completeness, and consistency with established requirements.
• Coordinate employee assignments, schedule changes, vacation bids, seniority bids, extra-board coverage, and related staffing activities.
• Maintain accurate and organized personnel, payroll, scheduling, and operational records.
• Prepare, revise, and maintain extra-board guidelines, standard operating procedures, work instructions, and other administrative documents.
• Prepare, distribute, and maintain notices, bulletins, general orders, operating rules, policies, procedures, and other official communications.
• Manage daily office functions, including email correspondence, document preparation, filing, records management, and distribution of operational information.
• Prepare daily activity reports, staffing summaries, performance documentation, payroll records, and other reports requested by management.
• Maintain strict confidentiality of employee information, personnel files, payroll records, corrective action documents, investigations, and other sensitive information.
• Approve or deny contractor and visitor access requests to designated rail facilities only within delegated authority and in accordance with established authorization, security, and access-control procedures.
• Coordinate and document visitor and contractor access as required.
• Use Microsoft Office applications and designated agency systems to prepare reports, maintain records, analyze information, and communicate operational requirements.
• Identify and report discrepancies in payroll, scheduling, attendance, or personnel records and coordinate appropriate corrections.

Human Resources and Interdepartmental Coordination

• Coordinate with Human Resources regarding employee-related administrative matters, personnel documentation, employee relations issues, and required follow-up actions.
• Arrange required drug and alcohol testing for Rail Operators in coordination with Human Resources and designated testing personnel, in accordance with applicable policies and regulations.
• Coordinate with the Training Department to track required training, operating compliance, employee qualifications, and refresher instruction.
• Maintain regular communication with the ROCC regarding scheduling, staffing, service needs, and operational concerns.
• Collaborate with Safety, Maintenance, and other departments to address reported hazards, equipment concerns, incidents, service issues, and operational deficiencies.
• Communicate policy updates, operational instructions, schedule changes, and other relevant information to Rail Operators and appropriate personnel.
• Provide professional and responsive customer service to internal and external customers.
• Support effective working relationships across departments to maintain consistent and efficient rail operations.
• Coordinate information and administrative follow-up among departments while protecting confidential employee and operational information.

Safety Culture and Continuous Improvement

• Support the continued implementation of the CATS SMS and ASP.
• Promote employee participation in safety reporting, hazard identification, and continuous improvement initiatives.
• Support compliance with applicable NCDOT, FTA, and other regulatory requirements relevant to Rail Operations.
• Participate in internal and external safety audits, reviews, and compliance activities as assigned.
• Maintain accurate records and documentation necessary to demonstrate compliance with established policies and procedures.
• Identify opportunities to improve administrative processes, scheduling practices, communication, documentation, employee coordination, and operational efficiency.
• Support the development, implementation, and communication of revised procedures, administrative guidelines, and operational instructions.
• Perform other job-related administrative duties as assigned by authorized management personnel.

Core Competencies

The position requires demonstrated competency in the following areas:

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.
• Recognizes operational conflicts and coordinates appropriate resolutions within delegated authority.

Safety and Regulatory Compliance – Ability to support compliance with applicable operating rules, safety procedures, agency requirements, and regulatory standards.

• Reinforces safe work practices and established operating requirements.
• Recognizes and communicates potential safety concerns and compliance issues.
• Maintains accurate documentation and supports required follow-up activities.

Communication Clarity – Ability to communicate operating information clearly, accurately, and professionally in a real-time operational environment.

• Provides timely and accurate operational and administrative information.
• 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.

• Maintains professionalism when addressing concerns, resolving conflicts, and responding to service disruptions.

Documentation Accuracy – Ability to maintain complete and accurate logs, payroll, incident, delay entries, and operational 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.

• Maintains professionalism when addressing concerns, resolving conflicts, and responding to service disruptions.

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.

Confidentiality and Professional Integrity – Ability to handle sensitive employee, payroll, investigative, and operational information appropriately.

• Protects confidential information from unauthorized access or disclosure.
• Follows agency policies and applicable requirements for handling sensitive records.
• Demonstrates fairness, integrity, and sound professional judgment.

Supervisor Given to:

• Rail Operators and other personnel as assigned, within delegated supervisory authority.
• Provides administrative direction, instruction, coaching, performance feedback, and coordination.
• Refers matters requiring additional authority or specialized expertise to the Assistant Manager of Rail Transportation or the appropriate department.

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 balancing multiple tasks and communications.
• Support safe, reliable service through disciplined execution of dispatch responsibilities.
• Adapt to disruptions, delays, and changing priorities without loss of performance.

Minimum Qualifications

• High school diploma or GED.
• Two (2) years of experience in rail operations, transportation operations, dispatch support, communications support, or another closely related real-time operating environment.
• Experience using radios, phones, logs, or other communication and documentation tools in a time-sensitive setting.
• Ability to learn and apply dispatch procedures, communication protocols, and other job-related operational requirements.
• Ability to work varying shifts, nights, weekends, holidays, overtime, and emergencies as operational needs require.

Preferred Qualifications

• Experience in a rail transit, rail dispatch, or transportation operations environment.
• Experience supporting service communications or dispatch-related activities in a 24/7 operation.
• Familiarity with customer-facing service communication or operational status reporting.

Working Environment and Physical Demands

• Works primarily in a dispatch, operations support, or transportation coordination environment with regular use of computers, radios, phones, logs, and related communications tools.
• Works in a fast-paced, safety-sensitive environment requiring sustained attention, clear communication, and the ability to manage multiple tasks and updates in real time.
• May be required to work varying shifts, nights, weekends, holidays, overtime, or emergency assignments in support of 24/7 rail transportation operations.
• Involves extended periods of sitting, viewing screens, speaking on communications equipment, and entering information into logs, records, and related systems.
• May occasionally visit rail facilities, stations, yards, or other operational locations and may be exposed to varying noise levels, weather conditions, and transit operating environments during those visits.

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email Careers@ci.charlotte.nc.us

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.

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