Journey Coordinator - dubai - Eunoia Mobility

    Eunoia Mobility
    Eunoia Mobility dubai

    2 days ago

    Description
    # Journey Coordinator (Dispatcher)* Dubai, UAE

    Job Title:
    Journey Coordinator (Dispatcher)

    Department:
    Operations & Service DeliveryLocation: Dubai, UAE

    Reports To:
    Operations Manager / Regional Supervisor

    Employment Type:

    Full-Time | Shift-Based | UAE Residency RequiredPosition PurposeThe 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 ResponsibilitiesService Coordination & DispatchingAssign daily trips to drivers and care companions based on availability, route proximity, and client needsMonitor vehicle GPS, route progress, and service timelines using fleet tracking systemsAdjust live schedules in response to traffic, no-shows, vehicle breakdowns, or client emergenciesCommunicate clearly and calmly with staff and clients during disruptions or changesConfirm dispatch and arrival times to ensure on-time performance standardsClient Care & CommunicationServe as point of contact for families, case managers, and caregivers before and during ridesEscalate behavioral, medical, or safety incidents to the appropriate team member or emergency responseLog and resolve complaints or service issues in collaboration with the Quality Assurance TeamRespect and uphold the privacy and dignity of every rider in line with UAE PDPL and health authority protocolsCompliance & DocumentationMaintain records of trip logs, incident reports, and field communicationSupport field staff in completing digital forms, attendance, or trip updatesEnsure service documentation is complete and auditable under DHA or RTA requirementsQualificationsMinimum 3–5 years of experience in dispatch, scheduling, transport coordination, or paratransit operationsExperience working with People of Determination, seniors, or special needs services preferredFluent in English (written and spoken); proficiency in Arabic, Tagalog, or Urdu is a plusFamiliarity with UAE road networks and GPS routing tools (Google Maps, Waze, fleet management systems)

    Strong time management, problem-solving, and multitasking abilitiesEmotionally resilient, professional under pressure, and capable of handling sensitive situationsBasic understanding of UAE laws on data privacy, child protection, and disability rightsTechnical & Compliance RequirementsProficient in using dispatch software, trip scheduling platforms, and digital communication toolsBasic knowledge of UAE Personal Data Protection Law (PDPL) and health data handling standardsMust complete internal training in:
    Service Sensitivity & Rider DignityAccessible Trip PlanningDe-escalation & Incident Response ProtocolsPDPL-Compliant Data LoggingInternal emergency escalation protocolsOnboarding & Training PathwayNew Journey Coordinators will complete a structured onboarding program, including:10 hours of systems and dispatch tool training6 hours of customer service & communication skills developmentLive shadowing with experienced coordinator (16 hours)2 hours of UAE-specific disability law, child protection, and privacy trainingOptional cross-training with drivers or aides for field insightPerformance Expectations98%+ on-time trip dispatch and tracking accuracyClear and professional communication with field staff and familiesDocumentation accuracy and incident response within policy timelinesUphold service culture aligned with Eunoia's mission of dignified, inclusive mobilityCompensation & BenefitsCompetitive salary with shift differential for evening/weekend workPerformance bonuses tied to service-level metricsPaid onboarding and skills trainingWellness check-ins and access to mental health supportCareer advancement to Team Lead, Regional Operations, or Quality Assurance rolesApply TodayIf 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:
    3 Years Experience
    #J-18808-Ljbffr

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