Dispatchers coordinate personnel and equipment activity using various types of communication. They are employed by police, public works and fire departments, the coast guard, ambulances and other emergency units, truck transport and taxi companies, delivery and courier services, warehouse establishments, service centres, and other types of companies throughout the public and private sectors.
As a dispatcher, you perform one or more of the following duties. You receive, process and transmit information and instructions to coordinate the activities of vehicle operators, crews and equipment, using telecommunications and computer-aided dispatch equipment. You dispatch personnel according to written schedules or work orders, as requested by clients, or as required by emergency situations.
Call-taking and dispatching are two distinct functions you may perform. A call-taker answers calls such as those received by a taxi company or the 911 service, takes down the relevant information and passes it on to those who actually dispatch the drivers. When taking calls, you receive requests for service, emergency assistance or general information. You may also be required to provide first-aid instruction to callers.
Dispatchers monitor the workload and location of drivers. You receive and relay information and instructions, advising drivers of traffic problems, accidents or poor weather conditions. You contact supervisors or other support or emergency personnel such as ambulance or fire departments as required. If you are an emergency medical dispatcher, you may find yourself contacting medical air transport centres to arrange air ambulance transport. As a police dispatcher, you coordinate the police activity and may contact necessary support from the fire, ambulance and public works personnel during emergencies.
As a dispatcher, you may be required to ensure that time sheets and payroll summaries are completed accurately. You may also be responsible for maintaining operator work records, keeping track of mileage, fuel use, repair and other expenses.
There is limited mobility between jobs in this occupational group because specialized knowledge from one job is not always easily transferred to another dispatching job.
Many dispatchers work shifts and they are usually paid an hourly wage.
This is a good job for articulate, intelligent people who enjoy serving other people and who have strong interpersonal skills. You must read, write and speak English, French or possibly both languages fluently. It is also important to speak clearly and calmly no matter what the situation.
You must handle stress well. You should be able to take control of a situation quickly and make the right decisions immediately. You must be able to perform several functions at once and work in a quick and independent manner. Being in good health is important, since regular attendance is vital to the proper functioning of the group of people with whom you work.