PennTRAIN: Dispatcher Power Session - October, November, December

SAFTI & PennTRAIN are pleased to announce the offering of Transit Dispatcher Power Sessions to help improve the skills of Dispatchers to better understand their role in customer service, emergencies and daily operations. Dispatcher would need to attend three monthly one-hour Zoom sessions to qualify for the joint SAFTI / PennTRAIN certificate.

Dispatchers are essential to the safe operations of daily transit services. Understanding their role in operations and their critical role during emergencies is essential. How well they handle operations and communicate with both customers and bus operators affects every aspect of the service. They oversee operations from early morning to late evening. They are the eyes, ears and voice in transit safety.

Please note: There are two timeslots available (10AM or 4PM) for each of the 3 sessions, each session is 90 minutes:

Session 1: October 16, 2025 | Dispatcher’s Role in Customer Service
Session 2: November 20, 2025 | Dispatcher’s Role in Emergencies
Session 3: December 18, 2025 | Dispatcher’s Role in Daily Operations

Presented by: Michael Noel & Jill Nagy, Esq.

If you are planning to have multiple dispatchers join the Zoom sessions in one room, please make a note when you register, with the names of the attendees to ensure each dispatcher attending qualifies for the joint SAFTI/PennTRAIN certificate. 

Registration closes October 9th. 

AGENDA

Session 1: Dispatcher’s Role in Customer Service

• Why A Ride Matters
• Big Picture of Customer Service
• Seven Needs of All Customers
• De-escalating Difficult Customers
• Supporting Bus Operators with Customer Challenges

Session 2: Dispatcher’s Role in Emergencies

• Types of Emergencies
• Using technology, emergency codes, prioritizing
• Actions taken during emergencies
• Emergency Protocols
• • Serious Transit Vehicle Accident
  • Transit Vehicle Fire
  • Assisting With Transit Vehicle Evacuation
  • Dangerous Person on a Transit Vehicle or Transit Property
  • Active Shooter on a Transit Vehicle or Property
  • Community Evacuation
  • System Shutdowns

• Daily Pull-Out Protocols & Accessing Fitness for Duty
• The Words & Vocals You Use Matter
• The Dispatcher’s Role in Agency Morale
• Open Discussion