PennTRAIN: Dispatcher Power Series - Spring 2026

This three-part virtual series strengthens dispatcher skills in customer service, emergency response, and day to day operations. Dispatchers will learn how their decisions, communication, and use of protocols directly affect safety, service reliability, and public trust. To earn the joint SAFTI and PennTRAIN certificate, dispatchers must attend all three 90-minute sessions, with two-time options available for each date. Sessions are held April 28, 2026, May 19, 2026, and June 9, 2026, with start times at 10 a.m. or 4 p.m.

Learning Objectives

• Clarify the dispatcher’s role in customer service, emergencies, and daily transit operations
• Apply effective communication and decision-making techniques during routine service and high stress incidents
• Support bus operators and customers through clear protocols, calm responses, and coordinated actions

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

Session 1: April 28, 2026| Dispatcher’s Role in Customer Service
Session 2: May 19, 2026| Dispatcher’s Role in Emergencies
Session 3: June 9, 2026 | Dispatcher’s Role in Daily Operations

Presented by: Michael Noel & Jill Nagy, Esq.

If multiple dispatchers join the Zoom sessions in one room, include their full name in the lead registration to ensure each dispatcher attending qualifies for the joint SAFTI/PennTRAIN certificate.  

Registration closes April 21st.

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

Session 3: Dispatcher’s Role in Daily Operations

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