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# Journey Coordinator (Dispatcher)
* Dubai, UAE
Job Title:
Journey Coordinator (Dispatcher)
Department:
Operations & Service Delivery
Location:
Dubai, UAE
Reports To:
Operations Manager / Regional Supervisor
Employment Type:
Full-Time | Shift-Based | UAE Residency Required Position Purpose The Journey Coordinator is the nerve center of Eunoia Accessible Transport’s operations. This role ensures that every trip runs smoothly, safely, and on schedule—while maintaining real-time communication between drivers (Mobility Champions), care staff (Care Companions), clients, and family contacts.
Ideal for a highly organized, emotionally intelligent professional, the Journey Coordinator is both a logistics expert and a passenger care advocate, responsible for anticipating disruptions, solving issues quickly, and ensuring that each journey respects the dignity and safety of every rider.
Key Responsibilities Service Coordination & Dispatching Assign daily trips to drivers and care companions based on availability, route proximity, and client needs
Monitor vehicle GPS, route progress, and service timelines using fleet tracking systems
Adjust live schedules in response to traffic, no-shows, vehicle breakdowns, or client emergencies
Communicate clearly and calmly with staff and clients during disruptions or changes
Confirm dispatch and arrival times to ensure on-time performance standards
Client Care & Communication Serve as point of contact for families, case managers, and caregivers before and during rides
Escalate behavioral, medical, or safety incidents to the appropriate team member or emergency response
Log and resolve complaints or service issues in collaboration with the Quality Assurance Team Respect and uphold the privacy and dignity of every rider in line with UAE PDPL and health authority protocols
Compliance & Documentation Maintain records of trip logs, incident reports, and field communication
Support field staff in completing digital forms, attendance, or trip updates
Ensure service documentation is complete and auditable under DHA or RTA requirements
Qualifications
Minimum 3–5 years of experience in dispatch, scheduling, transport coordination, or paratransit operations
Experience working with People of Determination, seniors, or special needs services preferred
Fluent in English (written and spoken); proficiency in Arabic, Tagalog, or Urdu is a plus Familiarity with UAE road networks and GPS routing tools (Google Maps, Waze, fleet management systems)
Strong time management, problem-solving, and multitasking abilities
Emotionally resilient, professional under pressure, and capable of handling sensitive situations
Basic understanding of UAE laws on data privacy, child protection, and disability rights
Technical & Compliance Requirements Proficient in using dispatch software, trip scheduling platforms, and digital communication tools
Basic knowledge of UAE Personal Data Protection Law (PDPL) and health data handling standards
Must complete internal training in:
Service Sensitivity & Rider Dignity Accessible Trip Planning De-escalation & Incident Response Protocols
PDPL-Compliant Data Logging Internal emergency escalation protocols
Onboarding & Training Pathway New Journey Coordinators will complete a structured onboarding program, including:10 hours of systems and dispatch tool training6 hours of customer service & communication skills development
Live shadowing with experienced coordinator (16 hours)2 hours of UAE-specific disability law, child protection, and privacy training
Optional cross-training with drivers or aides for field insight
Performance Expectations
98%+ on-time trip dispatch and tracking accuracy
Clear and professional communication with field staff and families
Documentation accuracy and incident response within policy timelines
Uphold service culture aligned with Eunoia’s mission of dignified, inclusive mobility
Compensation & Benefits Competitive salary with shift differential for evening/weekend work Performance bonuses tied to service-level metrics
Paid onboarding and skills training
Wellness check-ins and access to mental health support
Career advancement to Team Lead, Regional Operations, or Quality Assurance roles
Apply Today If you are highly organized, people-focused, and ready to keep journeys running smoothly for those who need it most, apply to become a Journey Coordinator at Eunoia Accessible Transport.
Send your CV to: careers- 3 Years Experience
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