The work of dispatchers varies greatly depending on the industry in which they work. Police, fire, and ambulance dispatchers, also called public safety dispatchers, are usually the first people the public talks to, then they call for emergency assistance. Dispatchers receive these calls in a variety of settings; they may work in a police station, a fire station, a hospital, or a centralized city communications center. In many cities, the police department serves as the communications center. In these situations, all 911 emergency calls go to the police department where a dispatcher handles the police calls and screens the others before transferring them to the appropriate service.
When handling a call, dispatchers carefully question the caller to determine the type, seriousness, and location of the emergency. They then quickly decide on the kind and number of units needed, locate the closest and most suitable ones available, and send them to the scene of the emergency. They keep in touch with the units until the emergency has been handled, in case further instructions are needed. When appropriate, they 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 not only keep close touch with the dispatched units but also with the caller. They may give extensive pre-arrival first aid instructions while the caller is waiting for the ambulance. They 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.
Truck dispatchers who work for local and long-distance trucking companies coordinate the movement of trucks and freight between cities. They direct the pickup and delivery activities of drivers. They receive customers' requests for pickup and delivery of freight, consolidate freight into truckloads for specific destinations, assign drivers and trucks, make up routes and pickup and delivery schedules, and provide other information. Bus dispatchers make sure that local and long distance buses stay on schedule. They handle all problems that may disrupt service and dispatch other buses or arrange for repairs to restore service and schedules. Train dispatchers are responsible for the timely movement of trains according to train orders and schedules. They must be 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 problem to a nearby service station or a tow truck service and see to it that the emergency road service is completed.
Gas and water service dispatchers monitor gas lines and water mains and send out service trucks and crews to take care of emergencies. Other dispatchers coordinate deliveries, service calls, and related activities for a variety of firms.
Regardless of where they work, all dispatchers keep records, logs, and schedules of the calls they receive and the actions they take. They may type and file cards on each call and then prepare detailed reports on all activities occurring during their shift. Those who work with a computer-aided dispatch system make the appropriate entries and corrections into the computer as they occur, and then print a log or report at the end of their shift.
Many police, ambulance, taxicab, and tow truck dispatchers work as part of a two-person team. One person usually receives incoming calls while the other dispatches and follows up on them. This is commonplace in large communications centers or companies.
Working Conditions
Working conditions vary considerably by occupation and employment setting. The work of dispatchers can be very hectic when a large number of calls come in at the same time. The job of public safety dispatcher is particularly stressful because slow or improper response to a call can result in further destruction of property, serious injury, or death. Also, callers who are anxious or afraid may become hysterical and be unable to provide the needed information; some may even become abusive. Despite provocations, the dispatcher must remain calm, objective, and in control of the situation.
Dispatchers work in surroundings that are typical of office jobs. They sit for long periods, often using telephones, computers, and two-way radios. If much time is spent at a video display terminal, as is increasingly common, they can experience eyestrain and back discomfort. Dispatchers generally work a standard 40-hour week. However, evening, weekend, and holiday work is common because many service providers operate around the clock. Some employers rotate dispatchers among three shifts to divide daytime, weekend, and holiday work equally.
Employment
About one-third were police, fire, and ambulance dispatchers, almost all of whom worked for state and local governments-primarily for local police and fire departments. Most of the remaining dispatchers worked for local and long distance trucking companies and bus lines; telephone, electric, and gas utility companies; wholesale and retail establishments; railroads; and companies providing business services.
Although dispatching jobs are found throughout the country, most dispatchers work in urban areas where large communications centers and businesses are located.
Training, Other Qualifications, and Advancement
Employers prefer to hire high school graduates, especially those who have taken business courses. Preference also may be given to candidates who have previous business, dispatching, or specific job-related experience. Good reading and writing skills, as well as a basic knowledge of business arithmetic are necessary. Typing, filing, recordkeeping, and other clerical skills are also important. Some employers give applicants typing tests.
Police, fire, and ambulance dispatching jobs generally are governed by state or local government civil service regulations. Candidates for these jobs may have to pass written, oral, and performance tests. A familiarity with personal computers or computer systems is an asset, because computers are increasingly used for dispatching.
Trainees usually develop the necessary skills on the job. This informal training lasts from several days to a few months, depending on the complexity of the job. Dispatchers usually require the most extensive training. Working under an experienced dispatcher, they monitor calls and learn how to operate telephones, radio transmitters and receivers, radio consoles, teletypewriters, and data communications terminals. As trainees gain confidence, they begin to handle calls themselves. Many public safety dispatchers also participate in structured training programs provided by their employer. Some employers offer a course designed by the Associated Public Safety Communications Officers (APCO). This course covers topics such as interpersonal communications; overview of the police, fire, and rescue functions; modern public safety telecommunications systems; basic radio broadcasting; local, state, and national crime information computer systems; and telephone complaint/report processing procedures. Other employers develop in-house programs based on their own needs. Emergency medical dispatchers often get special training or have special skills. Some agencies bring in trained paramedics or nurses to work as dispatchers, but because this is so costly, many agencies expand the training of their dispatchers to include instruction on how to help callers begin appropriate lifesaving procedures while trained professionals are on their way.
Although there is no mandatory licensing or certification requirements, some states require that public safety dispatchers possess a certificate to work on a state network such as the Police Information Network. Voluntary certification programs are offered by both APCO and the International Municipal Signal Association. Many dispatchers participate in these programs in order to improve their prospects for career advancement.
Communications skills and the ability to work under pressure are important personal qualities for dispatchers. Residency in the city or county of employment is frequently required for public safety dispatchers. Dispatchers in transportation industries must be able to deal with sudden influxes of shipments and disruptions of shipping schedules caused by bad weather, road construction, or accidents.
Advancement opportunities vary with the place of employment. Dispatchers who work for private firms, which are usually small, will find few opportunities for advancement. Public safety dispatchers, on the other hand, may become a shift or divisional supervisor or chief of communications, or move to higher paying administrative jobs. Some go on to become police officers or firefighters.
Job Outlook
Overall employment of dispatchers is expected to grow about as fast as the average for all occupations due to the growing need for the various services that dispatchers provide. Most job openings will result from the need to replace those who transfer to other occupations or leave the lab force.
Employment of police, fire, and ambulance dispatchers expected to grow more slowly than the average for all occupations. Increasingly intense competition among government functions for available resources should limit the ability of many growing communities to keep pace with rapidly growing emergency services needs.
Although population growth and economic expansion are expected to increase overall employment of other dispatchers involved in public safety, not all specialties will be affected the same way. Employment of taxicab, train, and truck dispatchers are sensitive to economic conditions. When economic activity falls demand for transportation services declines. They may experience layoffs or a shortened workweek, and job seekers may have some difficulty finding entry-level jobs. Employment of tow truck dispatchers, on the other hand, is seldom affected by general economic conditions because of the emergency nature of their business.
Computerization is making inroads into all areas of dispatching, increasing productivity and dampening employment growth somewhat. However, computer-aided dispatch systems are very expensive, making them affordable only to relatively large establishments.
Earnings
Median weekly earnings of dispatchers are $405. Workers in dispatching occupations usually receive the same benefits as most other workers. If uniforms are required, employers usually either provide the uniforms or an allowance to purchase them.
Related Occupations
Other occupations that involve directing and controlling the movement of vehicles, freight, and personnel, as well as information and message distribution, are airline-radio operators, air line dispatchers, air traffic controllers, radio and television transmitter operators, telephone operators, customer service representatives, and transportation agents.
Related D.O.T. Jobs
These job titles are related to or more specific than the more general description given above. They will help you identify job options you may not otherwise discover. These descriptions are in the current edition of the Dictionary of Occupational Titles and classified by numerical order.
There are too many D. O. T. titles to list here. Most are variations related to a specific industry, and we have included a small number of representative D.O.T. titles as examples. Complete lists are available in various career software published by JIST or directly from the U.S. Department of Labor.
184.167-010 BOAT DISPATCHER; 184.167-262 TRAIN DISPATCHER 215.367-018 TAXICAB COORDINATOR; 221.362-014 DISPATCHER, RE LAY; 221.367-070 SERVICE CLERK; 239.167-014 DISPATCHER; 239.367-022 RECEIVER-DISPATCHER; 249.167-014 DISPATCHER, MOTOR VEHICLE; 249.367-070 ROUTING CLERK; 372.167-010 DISPATCHER SECURITY GUARD; 379.162-010 ALARM OPERATOR; 379.362-010 DISPATCHER, RADIO; 379.362-018 TELECOMMUNICATOR; 910.167-014 LAIN DISPATCHER, ASSISTANT CHIEF; 910.367-018 ENGINE DISPATCHER; 913.167-010 BUS DISPATCHER, INTERSTATE; 919.162-010 SPATCHER, TRAFFIC OR SYSTEM; 932.167-010 DISPATCHER; 9.362-010 DISPATCHER, OIL WELL SERVICES; 952.167-010 DISPATCHER, SERVICE OR WORK; 954.367-010 WATER-SERVICE DIS-TCHER; 959.167-010 DISPATCHER, SERVICE
Sources of Additional Information
For further information on training for police, fire, and emergency dispatchers contact:
- Associated Public Safety Communications Officers, South Daytona, FL 32119-8437
- International Municipal Signal Association, Newark, NY 14513-1526
- Service Employees International Union, AFL-CIO; CLC Washington, DC 20005-4100
- American Train Dispatchers Association, 1370 Ontario St., Cleveland, OH 44113
