Job Description
Job Description
A Dispatcher is the central communication link, responsible for receiving requests for service (both emergency and non-emergency), assessing the situation, prioritizing the response, and dispatching the appropriate resources to the correct location.
Key Responsibilities and Duties
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Receive and Screen Calls: Answer and prioritize incoming calls from the public or internal personnel (e.g., drivers, field units), often using multi-line telephones, radio, and specialized 911/CAD systems.
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Dispatch and Coordinate: Transmit assignments, instructions, and information to field personnel (e.g., police officers, firefighters, drivers, service technicians) via two-way radio or computer-aided dispatch (CAD) system.
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Monitor and Track Resources: Oversee the location, status, and activity of all dispatched units to ensure proper coverage and maintain accountability.
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Maintain Records: Accurately log all calls, dispatches, unit activities, and incident details into the computer system, maintaining clear and concise records.
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Provide Assistance/Instructions: Relay crucial information to field units (e.g., traffic hazards, weather conditions, safety concerns) or provide pre-arrival instructions to callers (e.g., in medical emergencies).
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Problem-Solve: Resolve scheduling conflicts, route issues, and other operational problems in a timely and effective manner.
️ Essential Skills and Qualifications
A successful dispatcher must be highly organized, detail-oriented, and capable of performing under pressure.
Experience: Prior experience in dispatching, customer service, sales or a high-pressure office/call center environment is often preferred.
Critical Skills Exceptional Communication: Clear, concise, and calm verbal communication, especially under stress. Multitasking: Ability to simultaneously listen, speak, type, and monitor multiple screens/systems. Problem-Solving & Decision Making: Rapidly assess situations and make sound decisions to determine the proper course of action. Typing/Data Entry: Fast and accurate typing skills for data entry into CAD systems.
Personal Qualities: Ability to remain calm and composed in stressful or emergency situations. Empathy and a professional demeanor when dealing with distressed callers. Reliability and a willingness to work irregular hours (nights, weekends, holidays).