INDIANAPOLIS – In a lively city filled with emergencies and crises, there is one person who stands at the center of it all, IndyGo Radio Control Dispatcher Janise Cantrell. As calls flood in and chaos ensues, Cantrell remains calm and composed, directing the agency’s supervisors and community’s first responders to where they are needed most. She works diligently behind the scenes to make sure assistance is always just a phone call away. With a sharp eye for detail and a fast intellect, she is one of the unsung heroes of IndyGo’s operations team.
Cantrell took a “leap of faith” when she started working as a radio dispatcher for IndyGo in 2000. She applied after seeing an IndyGo advertisement highlighting the need for employees. Despite her lack of experience with Indianapolis’ public transportation system, she applied for the job.
Not understanding the operations of a bus was cause for a different way of learning for Cantrell.
“I wanted the job, so I had to learn more and find ways to understand the routing and mechanism of a bus,” she said.
Work as a dispatcher can be highly stressful, especially when multiple calls start pouring in at the same time. But, Cantrell soon figured out that building structure, organization and strategies made the chaos more manageable.
“I developed my own paths to success. I implemented a strategy that still works for me to this day: pencil and paper,” said Cantrell. “When numerous calls come in at once, I keep track of who calls and in what sequence. To serve everyone in a timely manner, I also prepare myself before the rush by compiling a list of supervisors on duty I can readily call.”
Fighting through the adversities of entering a new field, Cantrell has been a dispatcher with IndyGo for 24 years. While still being a first responder for coach operators, she also teaches her personal strategies to newcomers.
When first starting her career, Cantrell explains her first day while training was one she’ll never forget. Bill Tull was her trainer and mentor.
“Mr. Tull played a huge role in my success at IndyGo, providing hands-on instruction, along with tough love,” she said.
Following in the footsteps of her mentor, Cantrell has trained several dispatchers over the years.
“It was a struggle at the start of my journey; however, I would not change a thing. This time has been rewarding knowing I’ve not only helped drivers during their time of need or stress, but also helped new dispatchers get a feel for the job while empowering them to push past their insecurities and fears,” she said.
Cantrell has been a dedicated and hardworking member of IndyGo’s organization, and her contributions have been invaluable. Being an integral part of IndyGo’s team for many years, she will retire Sunday, Sept. 1. During the August 2024 Board of Directors meeting, she was recognized and presented with a plaque presentation.
Following her final days at IndyGo, Cantrell hopes the respect, professionalism and positive attitudes in the workplace will remain the same for others. With plenty of free time on the way, she plans to continue doing what she enjoys the most: Relax, assist others, travel and watch her grandchildren grow old.
###
Pictured above, beginning from left to right: IndyGo Board Secretary Mary Ann Fagan, IndyGo Board Member Taylor Schaffer, IndyGo Board Treasurer Richard Harry Wilson, ATU Local 1070 Financial/Recording Secretary Rachel Hill, Cantrell, ATU Local 1070 President Roy Luster, IndyGo President and CEO Jennifer Pyrz, IndyGo Board Vice Chair Adairius J. Gardner and IndyGo Board Member Abbe Hohmann
Translate This Page
