Dispatcher

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 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 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.