Dispatcher Job Description, Skills, and Salary
Get to know about the duties, responsibilities, qualifications, and skills requirements of a dispatcher. Feel free to use our dispatcher job description template to produce your own. We also provide you with information about the salary you can earn as a dispatcher.
Who is a Dispatcher?
A dispatcher is a person who works in an organization’s communications department and is responsible for receiving and transmitting the information. The dispatcher organizes activities with truck drivers and other stakeholders so that goods are delivered on time. In addition, the dispatcher uses a transportation management system to track the flow of commodities and optimize the fleet.
Types of Dispatchers
There are several different types of dispatchers, as follows:
- Emergency Dispatchers
People who require emergency services such as police, firefighting, or emergency medical treatment call an emergency dispatcher, also known as a public safety dispatcher, a 9-1-1 dispatcher, or a public safety telecommunicator. Following the collection of the caller’s information, the dispatcher activates the relevant services required to respond to the nature of the support request. The dispatcher also gathers and communicates vital information to the field units about the adequacy and safety of the response.
- A truck dispatcher
A truck dispatcher works for a trucking company and is responsible for tracking freight delivery over large distances and coordinating delivery pickup and drop-off dates. A bus dispatcher keeps track of the addresses and responds to any issues that arise during their operations. A tow truck dispatcher calls for emergency roadside help. A dispatcher for gas and water service watches their respective receivers and takes calls for emergency help involving gas lines and water mains.
- A train dispatcher
A railroad employs a train dispatcher to direct and ease train movement over a designated territory, which is usually part of, or all of, a railroad operating division. The dispatcher is also in charge of ensuring that trains and other on-track railroad equipment are moved in the most cost-effective manner possible to maximize both physical (trains) and human resource (crews) assets.
- A flight dispatcher
A flight dispatcher aids in the planning of flight paths by considering wind speed, storms, aircraft performance and loads, and other factors. Some dispatchers offer a flight tracking service, alerting pilots to changes in weather or flight trajectories. They usually work in the airline’s operations or control center.
Dispatcher Job Description
Below are the dispatcher job description examples you can use to develop your resume or write a dispatcher job description for your employee. Employers can also use it to sieve out job seekers when choosing candidates for interviews.
The duties and responsibilities of a dispatcher include the following:
- Respond to both emergency and non-emergency calls and keep track of pertinent information.
- Respond to any issues and follow up with the appropriate departments or field units by coordinating with them.
- Manage and operate a multi-line phone console system.
- Answer questions about products and shipping.
- Direct crews and other field units to the appropriate locations using the radio, phone, or computer.
- Prioritize and categorize calls based on their importance.
- Prioritize daily programs, and supervise the route and status of field units.
- Maintain and update call logs, call records, and other critical records.
- Receive and record important information from both emergency and non-emergency calls.
- Respond to issues and requests by sending information or offering solutions.
- Receive and process product or delivery orders.
- Prioritize calls based on their urgency and importance.
- Provide information concerning orders, traffic, obstructions, and requirements to field units.
- Maintain logs and records of calls, actions, and other information in the computer system.
Qualifications
The qualifications of a dispatcher include all of the following:
- Although high school graduation is normally required for dispatcher jobs, many people in the sector have liberal arts degrees.
- Candidates with computer and clerical abilities, communication skills, and the ability to work quickly under pressure are preferred by employers.
- Candidates for public safety dispatcher positions may be required to pass written, oral, or performance tests, and are subject to state and local laws.
- Before or after being hired by state or local governments to dispatch police, fire, or emergency medical services, public safety dispatchers may be required to receive certificates and attend extra training. In comparison to other dispatch professions, the level of training necessary for these dispatchers is often the most thorough.
- Terminal Operator certification is a mandatory prerequisite for public safety dispatchers who need access to the National Crime Information Center (NCIC) database system of the US Federal Bureau of Investigation (FBI). Access to this database system frequently grants additional access to a state-level system similar to NCIC, which allows public safety dispatchers to access information on motor vehicle registration and driver’s licenses, as well as wants or warrants issued by various law enforcement agencies both statewide and nationally.
- Specialized training is required or funded for public safety dispatchers in addition to certificates. Because public safety dispatchers are the first point of contact between the public and emergency services, they must be able to retrieve a large amount of data from callers. Suicide intervention, hostage negotiation, bomb threats, tactical dispatching (for SWAT teams), domestic violence, and domestic and global terrorist countermeasures are examples of specific training for 911 dispatchers. Many are also trained as Emergency Medical Dispatchers, allowing them to provide victims or relatives first aid instructions before EMS arrives.
Essential Skills
Dispatchers need a wide range of hard and soft skills to execute their jobs well. They are born with some, while others are learned via instruction and experience. The following are eleven essential dispatcher characteristics:
- Ability to make sound decisions: Dispatchers should have strong judgment and be able to make swift choices. They rank calls according to their importance, thus they must distinguish between emergencies and non-emergencies. Dispatchers must also assess events rapidly and pick which emergency workers to dispatch to a scene. They should also use their best judgment to determine what information from the caller is most crucial to relay to the cops.
- Effective communication skills because a dispatcher serves as a link between callers and first responders, they must be able to communicate effectively both giving and receiving information. Dispatchers should exercise active listening and know what questions to ask callers to obtain the information necessary for law enforcement to settle the problem. They should also talk clearly and in plain English to avoid miscommunications that could cause the emergency response to be delayed or hampered.
Communication skills are particularly vital for dispatchers when instructing callers on how to conduct duties like CPR or delivery, keep calm during emergencies, and assist others at accident scenes. When taking notes regarding a call, they should also be able to communicate in writing. This information should be simple to read and spell correctly so that emergency responders can comprehend the situation and respond effectively.
- Compassion: Dispatchers are inherently sympathetic persons who are at ease speaking with people who are upset, anxious, or agitated. They express empathy for the person’s predicament and acknowledge their concerns. When engaging with callers, dispatchers should utilize a friendly tone and manner. They should be able to maintain their composure and reassure those persons so that potentially life-saving measures such as CPR can be taken.
- Multitasking: During their shifts, dispatchers get a large number of calls, which they must prioritize according to their priority. They should be able to respond calmly to each one and keep meticulous records of all data, locations, and requirements. They must next locate and dispatch the nearest emergency responder to the scene. The capacity of a dispatcher to multitask is critical for promptly dispatching the proper responders to accidents and emergencies.
- Teamwork: Law enforcement, firefighters, paramedics, and supervisors are among the professionals with whom dispatchers should be able to interact and collaborate. To offer a quick and accurate emergency response, they must operate together as a team. Dispatchers should cultivate supportive and professional connections with their coworkers and team members so that everyone can work together to resolve situations effectively. They should also listen carefully to supervisors, law enforcement officers, and other dispatchers.
- Emotional intelligence: Dispatchers frequently receive calls from extremely emotional people. Dispatchers must maintain their composure and regulate their emotions to calm distressed callers and acquire the information needed to provide responders. Emotional control is particularly vital when dispatchers are giving pre-arrival instructions or describing potentially life-saving treatments during medical emergencies. A dispatcher who maintains his or her composure is more likely to communicate effectively and make sound decisions.
- Technological skills: To receive, record, and handle calls, most call and communication centers now employ computer applications. Technical abilities are required for dispatchers to operate computers, software, radios, and recording equipment. They should, in particular, understand or take training on computer-aided dispatch (CAD) systems, which automate some dispatch functions so that law enforcement may respond faster and keep case records better organized. They should also be able to use multi-line phone systems and emergency alert systems, as well as enter case data into local and national databases.
- Organization Skills: When gathering and handling information from several sources, dispatchers must be structured. To prevent confusing law enforcement or hindering emergency response, they must use the correct case numbers and details. When inputting and updating case data in computer systems, dispatchers apply their organizational abilities as well. They should pay close attention to things that could save lives.
- Directional skills: Dispatchers should be knowledgeable about their jurisdiction’s major streets and roads, as well as landmarks, buildings, waterways, and boundaries. Because callers may not have a physical address or be aware of their position, they must determine where individuals are when getting descriptions of their location. First responders must then be given precise directions, locations, and instructions by dispatchers. They should be able to read maps quickly and easily to locate routes, destinations, and addresses.
- Adaptability: The everyday responsibilities of a dispatcher are always evolving. They should be adaptable and versatile in any situation. Dispatchers may endure periods of low call volume followed by times of high call volume and must adjust fast. They must also be willing to learn and adapt to technical changes, such as updates to CAD programs, telephone systems, and other computer databases.
How to Become a Dispatcher
Step 1: Meet Dispatcher Requirements for Training
All that is usually required of public safety or emergency dispatchers is a high school diploma or a GED. A dispatcher, on the other hand, must often go through several weeks or months of on-the-job training and a probationary period after being recruited. Trainees learn how to operate each department’s numerous operations, as well as how to deal with agitated callers and emergencies. If you want to learn how to become a 911 dispatcher, you should be aware that it is a high-stress job in which you will be expected to assist people who are going through some of the most difficult times of their lives. The job, on the other hand, can be gratifying.
Some employers prefer individuals with an undergraduate degree in criminal justice or communication, according to the US Bureau of Labor Statistics, especially those interested in learning how to become a police dispatcher. For prospective emergency dispatchers and other dispatchers, several community institutions offer certificate programs. Communication center operations, criminal law, emergency telecommunications, interpersonal communication, stress management, and transcribing are some of the topics covered in these programs, which typically run one 1-to 2 semesters. They could also have a fieldwork component. Pre-employment testing for dispatchers may be required in some circumstances; having some formal education can make those tests go more smoothly.
Become CPR certified: Dispatchers in some states are required to receive CPR certification from the American Heart Association or the American Red Cross. Employers may additionally favor candidates who have this certification. This is especially crucial if you want to learn how to become an emergency dispatcher because you may need to deliver first aid or CPR advice to folks calling for an ambulance.
Develop typing skills: Dispatchers must submit data and updates into a computer system as soon as possible. Many firms demand that job applicants pass a typing exam with a speed of 30 words per minute or higher. Instructional typing software is accessible online, and community institutions frequently provide instructor-led classes. Some colleges issue a certificate of completion, which may be required by potential employers.
Prepare for a background check: Before being hired, several agencies need dispatchers to undergo a background check. Credit reports, DMV records, court records, and former job information are frequently included in background checks. Before applying, individuals should double-check their records to ensure there are no issues. While many dispatchers may require background checks, police dispatcher qualifications are particularly important.
Learn conversational in the language of the area of your service: Being multilingual may boost your chances of finding work in locations where other languages are spoken.
Step 2: Earn Dispatcher Certification
Some states require public safety dispatchers to be certified, particularly in an emergency, 911, and police dispatchers. The requirements vary, but they usually entail completing a training program and passing a test. States may also require dispatchers to complete a probationary period before receiving certification.
The National Emergency Number Association offers voluntary and mandated certification for emergency dispatchers (NENA). Dispatchers seeking the Emergency Number Professional title from NENA must complete educational and/or experience requirements as well as pass an exam. This knowledge is also valuable for anyone looking to become certified as a 911 dispatcher; the two positions are quite similar. Make sure to check your state’s standards to see what you need to do to be ready for a dispatcher job.
Step 3: Advance Your Career as a Dispatcher
Employees that gain expertise as dispatchers may be able to advance to the position of senior dispatcher. This is possible with the correct abilities, expertise, and certifications. By becoming an administrator and concentrating on a specific area, you can develop further in the profession.
Where Can a Dispatcher Work?
Dispatchers of all types use a variety of communication channels, depending on their role. Telephones, radios, computers and computer-aided dispatch programs, video surveillance cameras, and ground-to-aircraft messaging systems such as ACARS are examples of these systems. A 911 dispatcher is usually employed by an operational call center, often known as a public safety answering point. You may work at a call center that handles calls for a range of crises, or you may work at a facility that handles calls for a single agency, such as the police or fire department, depending on your role. You may be able to work alone in the department building in small towns. This, however, only applies if you live in a tiny town with limited demand for emergency assistance.
Dispatcher Salary
As of March 29, 2022, the average Dispatcher pay in the United States is $46,931, however, the range frequently ranges between $40,307 and $55,039. Salary ranges rely on a variety of things, including schooling, certifications, supplementary talents, and the number of years you’ve worked in your field. A Dispatcher’s annual salary in London, United Kingdom Area is projected to be £22,238.