SPECIAL REPORT
and communicating. On a normal day, they plan daily routes, schedule drivers, coordinate extracurricular trips, resolve parent issues, respond to emails, take phone calls, manage data in systems, and alert maintenance to vehicle issues. Amid emergencies and accidents, they are the conduit of information between all parties. These days, school transportation organizations must
resort to creative staffing, training and technology to retain their dispatchers.
Creative Staffing by Wearing Different Hats Fairport Central School District turns to its four head
bus drivers to rotate shifts on the dispatch desk. While the head drivers are responsible for different schools, Law- rence shared, they combine their efforts to serve as main dispatch contacts for all schools and other drivers, when addressing student discipline and routing concerns. Lawrence explained that the head bus drivers-dispatchers don’t focus on blame when there’s a mistake. They debrief with the goal of understanding why a mistake was made and aim at solving issues together for the future. The district also prioritizes regular training for the
head bus drivers-dispatchers to help avoid mistakes. By developing head drivers as dispatchers, the district also creates career paths for operational staff and more flexi- ble staffing options for the department.
Training & Tech for Unique Dispatcher Situations Following the terms of each contract, First Student
relies on its dispatchers across North America to perform a variety of roles for transportation customers. They conduct daily routing, technology management, radio communications and customer service. The company provides its dispatch team with month-
ly, scenario-based safety training. Led by the regional safety representatives, the training focuses on how dispatchers can positively affect each location’s safety culture. First Student also trains dispatchers on routing applications and GPS data management, which helps them make informed decisions for safety. “The dispatch team is key for success. Our dispatchers
have a unique opportunity to influence the safe deci- sions made by all drivers, as they interact with them on a
28 School Transportation News • NOVEMBER 2021
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