Are you searching for a clear and well-written dispatcher job description? This article provides you with the best dispatcher job description template with outlined information on the skills needed in a dispatcher.
Being a dispatcher is a rewarding career that enables you to serve your community by helping people in need. Dispatchers are usually the first responders in any emergency, tasked with collecting and passing information about the emergency.
Being the first point of contact for both emergency and non-emergency calls, crafting a well-detailed dispatcher job description cannot be emphasized enough. Dispatcher job descriptions clearly outline the duties and responsibilities of the dispatcher, qualifications, and requirements.
A dispatcher job description will help save time and attract only experienced and qualified dispatchers to your organization. This article contains a clear and easily customizable dispatcher job description template in order to help you in attracting the best to your organization.
A dispatcher needs to be someone capable of maintaining their calm even in the worst situations. The main aim of a dispatcher is to respond to every emergency and non-emergency call while helping by providing necessary information. Dispatchers are tasked with a wide variety of duties and responsibilities from updating calls to recording the call information. Dispatchers usually work in emergency or shipping service industries.
Who Is A Dispatcher?
A dispatcher, also known as a communications dispatcher or operator is generally someone who receives calls from people in need of help and sends law enforcement agents for proper assistance. They are usually the first professionals you talk to in an emergency when seeking help. Additionally, they answer and respond to any emergency or non-emergency calls to offer assistance or relevant information that might help the person in need of help.
The main duties and roles of the dispatcher usually include providing answers to the caller’s questions, logging the call, and organizing the schedules of field units. The main aim of dispatchers is to provide adequate information to callers. Dispatchers usually direct a multi-line control system and must be knowledgeable about using it in emergencies or high-pressure cases.
Communications dispatchers enlist the help of a wide variety of communication tools and systems like computers, radios, and phones to respond to the needs of the customers. They also ensure that the schedule of drivers is smooth and productive.
Dispatcher Job Description Brief
The dispatcher’s job description brief should be clear and easy to understand. It gives the interested applicants highlighted factual information of what is expected of you as a dispatcher and the company or organization interested in hiring.
Here’s an example of a well-detailed and clear dispatcher job description brief.
We (name of company) are currently recruiting qualified and experienced dispatchers to act as the first communication point of contact in all emergency and non-emergency calls in the company. Your roles in the company will include maintaining call logs, proper directing of all field agents, passing of information or messages, and morning routes. You should be able to remain calm and collected even in the most severe emergency situation. The model candidate should be able to multi-task, have excellent communication, organizational, and impressive interpersonal skills. To succeed you must be focused on ensuring adequate and accurate passing of information to necessary individuals.
Duties and Responsibilities Of A Dispatcher
This section is meant to clearly outline all the duties and responsibilities which the dispatcher will be tasked with performing in the company or organization. The duties and responsibilities of most dispatchers generally include
- Receiving emergency and non-emergency calls while recording relevant information.
- Contacting of necessary employees or emergency personnel using different forms of communication like radios, telephone, or phones.
- Drafting daily work schedules for drivers or work crews.
- Preparing work orders for different crews.
- Passing relevant information from supervisors, emergency personnel, or field inspectors.
- Requesting for various services or equipment for clients.
- Communicating with customers or supervisors to solve problems.
- Dispatching of drivers, vehicles, or equipment to appropriate locations depending on customer requests and needs.
- Managing all company communication networks
- Managing and keeping an accurate record of customer requests, completed work requests, expenses for services offered, inventory records, and other necessary information.
- Proper prioritization of calls depending on the nature of urgency or importance.
- Providing field units with adequate information on traffic, orders, obstacle, or other requirements.
- Entering all relevant data into the computer system.
- Ensuring timely response by tracking emergency vehicles.
- Updating all call logs and data in a software program.
Qualifications and Requirements
This section of this dispatcher job description template carefully outlines the qualifications and requirement that is needed from the dispatcher. As a dispatcher, there are certain criteria you have to meet in order to qualify for standard dispatcher roles. Some of this standard dispatcher qualifications and requirements include:
- High school diploma or a general education degree (GED)
- Years of experience performing similar roles or duties.
- In-depth knowledge of basic emergency procedures and guidelines.
- Proficiency in using computer programs especially MS office which is used for data entry.
- Ability to keep calm under the most extreme conditions and work under pressure.
- Good communication skills are needed for the proper passing of information during distress.
- Above-average clerical and organizational skills in order to track personnel, routes, and schedules.
- Ability to multi-task despite various events taking place at the time.
- Sound judgment and critical thinking.
Skills Required To Be A Dispatcher
There are certain skills that a dispatcher is meant to possess. Having this skill will ensure that you are capable of effectively performing all your duties and responsibilities in the organization. These skills should be outlined in the qualification and requirement section in your dispatcher job description. The key skills a dispatcher should cultivate are
1. Good communication skill
A dispatcher is the first point of contact in times of emergency. As the middleman between the caller and first responders, they need to have outstanding communication skills in order to be able to receive information and give necessary feedback. Dispatchers should be able to communicate effectively with callers to get accurate information about emergency and non-emergency situations.
Being a good communicator will enable the dispatcher to be able to properly gauge the situation and decide which emergency response to take to resolve the situation. Having good communication skills will ensure that the relevant information gets to the necessary responding officers immediately.
Having good communication skills is also important as dispatchers are sometimes tasked with giving callers instructions on steps to take in emergencies like performing Cardio Pulmonary Resuscitation or on-site first aid treatment before responding officers arrive. Good communication skills needed in dispatchers cover both verbal and written communication skills. They usually have to take accurate notes on information from the caller. The written information should be clear and easy to read.
2. Decision making
Being able to make quick and good decisions is probably one of the top skills needed in dispatchers. Being able to make quick decisions entails having good judgment skills. Dispatchers should be able to determine what necessary steps to take after receiving information from callers.
A dispatcher should be able to tell the difference between calls that require immediate attention and secondary emergency calls. Being able to judge and make good decisions is key to succeeding as a dispatcher. Making the right decision as a dispatcher goes a long way to determining the outcome of the situation in both emergency and non-emergency cases.
Being able to multitask is a skill that must be acquired in every dispatcher. A dispatcher is mostly communicating with the caller while taking down important notes on how to offer solutions while also trying to direct the first responders to the scene in the case of emergencies.
Dispatchers can receive hundreds of calls before their daily shift is over and they must be able to multi-task in order to endure that those of high importance are immediately attended to. A dispatcher’s ability to multi-task is key to ensuring that the appropriate first responders for an emergency get to the scene on time.
If you can’t exhibit feelings of compassion and understanding especially to a caller in intense distress then I don’t think being a dispatcher should be your line of work. Generally, dispatchers are known to be very compassionate and understanding in order to be able to make callers who might be in an already tensed and panicked situation to seek solace in their words of assurance.
Showing empathy and compassion to the caller’s concern goes behind just telling them to sit tight as help is on the way but involves enabling them to understand that you understand their situation and everything is going to be alright. Being compassionate and calm goes a long way in your duties as a dispatcher especially in situations where you might need to direct the caller on potential life-saving steps such as first aid or cardiopulmonary resuscitation steps.
The power of teamwork is needed for a dispatcher to effectively complete all his duties. A dispatcher should be capable of co-operating with different variety of professionals such as law enforcement, supervisors, paramedics, and firefighters.
Dispatchers are most times needed to work with law enforcement agents in order to establish an accurate timeline of events. Dispatchers should be able to establish a healthy and working relationship with their colleagues in other departments as this will help in efficient performing of duties. Being a team player as a dispatcher will help in providing an effective and fast response for emergency cases.
Freuently Asked Questions On Dispatchers
Dispatchers make an estimated amount of $15 per hour. The estimation varies with location and experience level.
Good communication & active listening. A dispatcher should most importantly be able to communicate efficiently with callers while actively listening to them.
Yes, some dispatchers focus on emergency situations while the rest are non-emergency dispatchers.
Having a school diploma or general education degree is usually sufficient to get a job as a dispatcher.
This dispatcher job description is tailored to attract the most qualified dispatchers to your company. The duties and qualities required of the dispatcher are carefully outlined with extra skills required from the dispatcher. This dispatcher job description template is easily customizable and will save you time in your hiring process.
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