Dispatch Trainer

Job Description

Job Description

About the Role:

Dispatcher Trainer

Position Summary

The Dispatcher Trainer is responsible for training and developing dispatch employees in a fast-paced NEMT environment. This role delivers instructor-led and hands-on training, provides floor support and coaching, and helps employees develop the operational decision-making, communication, negotiation, and problem-solving skills needed to successfully manage transportation operations.

Key Responsibilities

Training & Development

· Facilitate new hire and ongoing dispatcher training.

· Deliver training on dispatch systems, workflows, policies, and operational procedures.

· Conduct hands-on training, scenario-based exercises, and practical learning activities.

· Assess employee knowledge and provide additional support as needed.

Dispatch Operations Training

· Train employees on trip assignment, provider selection, schedule changes, cancellations, and urgent trip management.

· Teach effective communication techniques for working with providers, drivers, facilities, and internal teams.

· Coach employees on negotiation, service recovery, and escalation management.

· Train dispatchers on making sound operational decisions that balance member service, provider capacity, contractual requirements, and cost-effective trip management.

· Reinforce best practices that support on-time performance, trip completion, dispatch accuracy, and service quality.

Coaching & Continuous Improvement

· Provide floor support and one-on-one coaching to reinforce training concepts and performance expectations.

· Identify performance gaps and support employee development through targeted coaching.

· Assist with maintaining training materials, job aids, and processing documentation.

Qualifications

Required Experience

· 2+ years of dispatch, transportation logistics, NEMT operations, or related experience.

· 2+ years of training, coaching, mentoring, team lead, or supervisory experience.

Skills & Competencies

· Strong communication, facilitation, and coaching skills.

· Strong operational decision-making and problem-solving abilities.

· Effective negotiation and conflict-resolution skills.

· Ability to work in a fast-paced environment with shifting priorities.

· Proficiency in Microsoft Office Suite (PowerPoint, Word, Excel, Outlook, Teams).

Preferred Qualifications

· NEMT dispatch experience.

· Experience training dispatchers or operational staff.

· Knowledge of Medicaid, Medicare, and NEMT operational requirements.

Work Environment

This position supports employee readiness and successful transition into production through training, coaching, and operational support. Occasional travel and weekend training may be required based on business needs.