Dispatchers schedule and dispatch workers, equipment, or service vehicles to carry materials or passengers. Some dispatchers take calls for taxi companies, for example, or for police or ambulance assistance. They keep records, logs, and schedules of the calls that they receive and of the transportation vehicles that they monitor and control. In fact, they usually prepare a detailed report on all activities occurring during their shifts. Many dispatchers employ computer-aided dispatch systems to accomplish these tasks.
All dispatchers are assigned a specific territory and have responsibility for all communications within that area. Many work in teams, especially dispatchers in large communications centers or companies. The work of dispatchers varies greatly, depending on the industry in which they work.
Police, fire, and ambulance dispatchers, also called public safety dispatchers or 911 operators, monitor the location of emergency services personnel from one or all of the jurisdiction's emergency services departments. These workers dispatch the appropriate type and number of units in response to calls for assistance. Dispatchers, or call takers, often are the first people the public contacts when emergency assistance is required. If certified for emergency medical services, the dispatcher may provide medical instruction to those on the scene of the emergency until the medical staff arrives.
Police, fire, and ambulance dispatchers work in a variety of settings—a police station, a fire station, a hospital, or, increasingly, a centralized communications center. In some areas, one of the major departments serves as the communications center. In these situations, all emergency calls go to that department, where a dispatcher handles their calls and screens the others before transferring them to the appropriate service.
When handling calls, dispatchers question each caller carefully to determine the type, seriousness, and location of the emergency. The information obtained is posted either electronically by computer or, with decreasing frequency, by hand. The dispatcher then quickly decides the priority of the incident, the kind and number of units needed, and the location of the closest and most suitable units available. When appropriate, dispatchers stay in close contact with other service providers—for example, a police dispatcher would monitor the response of the fire department when there is a major fire. In a medical emergency, dispatchers keep in close touch not only with the dispatched units, but also with the caller. They may give extensive first-aid instructions before the emergency personnel arrive, while the caller is waiting for the ambulance. Dispatchers continuously give updates on the patient's condition to the ambulance personnel and often serve as a link between the medical staff in a hospital and the emergency medical technicians in the ambulance.
Other dispatchers coordinate deliveries, service calls, and related activities for a variety of firms. Truck dispatchers, who work for local and long-distance trucking companies, coordinate the movement of trucks and freight between cities. These dispatchers direct the pickup and delivery activities of drivers, receive customers' requests for the pickup and delivery of freight, consolidate freight orders into truckloads for specific destinations, assign drivers and trucks, and draw up routes and pickup and delivery schedules. Bus dispatchers make sure that local and long-distance buses stay on schedule. They handle all problems that may disrupt service, and they dispatch other buses or arrange for repairs in order to restore service and schedules. Train dispatchers ensure the timely and efficient movement of trains according to orders and schedules. They must be aware of track switch positions, track maintenance areas, and the location of other trains running on the track. Taxicab dispatchers, or starters, dispatch taxis in response to requests for service and keep logs on all road service calls. Tow-truck dispatchers take calls for emergency road service. They relay the nature of the problem to a nearby service station or a tow-truck service and see to it that the road service is completed. Gas and water service dispatchers monitor gaslines and water mains, and send out service trucks and crews to take care of emergencies.
Work environment. The work of dispatchers can be very hectic when many calls come in at the same time. The job of public safety dispatchers is particularly stressful because a slow or an improper response to a call can result in serious injury or further harm. Also, callers who are anxious or afraid may become excited and be unable to provide needed information; some may even become abusive. Despite provocations, dispatchers must remain calm, objective, and in control of the situation.
Dispatchers sit for long periods, using telephones, computers, and two-way radios. Much of their time is spent at video display terminals, viewing monitors and observing traffic patterns. As a result of working for long stretches with computers and other electronic equipment, dispatchers can experience significant eyestrain and back discomfort. Generally, dispatchers work a 40-hour week; however, rotating shifts and compressed work schedules are common. Alternative work schedules are necessary to accommodate evening, weekend, and holiday work and 24-hour-per-day, 7-day-per-week operations.
| 1. | Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures. |
| 2. | Record details of calls, dispatches, and messages. |
| 3. | Question callers to determine their locations, and the nature of their problems to determine type of response needed. |
| 4. | Enter, update, and retrieve information from teletype networks and computerized data systems regarding such things as wanted persons, stolen property, vehicle registration, and stolen vehicles. |
| 5. | Scan status charts and computer screens, and contact emergency response field units to determine emergency units available for dispatch. |
| 6. | Relay information and messages to and from emergency sites, to law enforcement agencies, and to all other individuals or groups requiring notification. |
| 7. | Receive incoming telephone or alarm system calls regarding emergency and non-emergency police and fire service, emergency ambulance service, information and after hours calls for departments within a city. |
| 8. | Maintain access to, and security of, highly sensitive materials. |
| 9. | Observe alarm registers and scan maps to determine whether a specific emergency is in the dispatch service area. |
| 10. | Maintain files of information relating to emergency calls such as personnel rosters, and emergency call-out and pager files. |
| 11. | Monitor various radio frequencies such as those used by public works departments, school security, and civil defense to keep apprised of developing situations. |
| 12. | Learn material and pass required tests for certification. |
| 13. | Read and effectively interpret small-scale maps and information from a computer screen to determine locations and provide directions. |
| 14. | Answer routine inquiries, and refer calls not requiring dispatches to appropriate departments and agencies. |
| 15. | Provide emergency medical instructions to callers. |
| 16. | Monitor alarm systems to detect emergencies such as fires and illegal entry into establishments. |
| 17. | Test and adjust communication and alarm systems, and report malfunctions to maintenance units. |
| 18. | Operate and maintain mobile dispatch vehicles and equipment. |
[Back to Top]