Dispatchers coordinate the movement of workers and motor vehicles.
In a way, dispatchers are very similar to air traffic controllers. They are the "hub," so to speak, of operations. They keep track of people and vehicles and make sure they are going to the right destination. Without dispatchers, directing the movement of service and emergency vehicles, for example, would be chaos - the opposite of what is needed at the time.
There are two types of dispatchers. Emergency vehicle dispatchers direct the activity of police cars, fire trucks, and ambulances. All other dispatchers coordinate the movements of goods and service workers. Most of these dispatchers send workers to customers who need taxis, plumbing repairs, or other services. Some dispatchers coordinate the movement of vehicles and freight between cities.
Regardless of the type of workers they send out, dispatchers have some duties in common. They usually receive requests for service by phone. Thus, they question callers about their needs. Then they determine the type of response needed for the situation. Dispatchers look at status charts to determine which units are available. Then they dispatch the appropriate personnel or equipment. Dispatchers keep records of the calls they take and the dispatches they make. Most of them use computers to enter this information and monitor the availability of vehicles. In addition, dispatchers test and check their communication equipment. They make adjustments or call someone to repair it.
Dispatchers have some duties that are unique to their area. Emergency vehicle dispatchers monitor alarm systems in addition to receiving calls. When burglar or fire alarm systems are activated, dispatchers send out the appropriate safety workers and equipment. When they receive calls, dispatchers must determine if the call is coming from within their service area. They do this by asking callers where they are and checking their locations on maps. Occasionally emergency vehicle dispatchers provide instruction for emergency medical care to callers. For example, they give step-by-step instructions about how to give CPR. In addition to using telephones, these dispatchers use special radios to contact emergency workers.
Service dispatchers prepare work orders when customers call. They give copies of work orders to workers when they come back to the office. Sometimes they read work orders over the phone or two-way radios. Dispatchers may also relay information between work crews and supervisors.