Dispatchers

Career summary

Dispatchers working in emergency services may be called emergency dispatchers or 911 operators.

#Use wois 6132 information, update 3/18/19 lh

Dispatchers direct service and emergency vehicles. They keep track of people and vehicles and make sure they are going to the right destination.

Dispatchers usually receive requests for service by phone. They question callers about their needs. They determine the type of response needed for the situation and dispatch the appropriate personnel or equipment.

Dispatchers keep records of the calls they take and the dispatches they make. They use computers to enter this information and monitor the availability of vehicles. They test and check their communication equipment. They make adjustments or call someone to repair it.

There are two types of dispatchers:

Emergency vehicle dispatchers

Emergency vehicle dispatchers monitor alarm systems and receive calls. When burglar or fire alarm systems are activated, dispatchers send out the appropriate safety workers and equipment. Occasionally they provide instruction for emergency medical care to callers. They may give step-by-step instructions about how to give CPR. They use special radios to contact emergency workers.

Emergency vehicle dispatchers direct the activity of:

• Police cars
• Fire trucks
• Ambulances

Goods and services dispatchers

Goods and services dispatchers coordinate the movements of goods and service workers. They send workers to customers who need taxis, plumbing repairs, or other services. They may coordinate the movement of vehicles and freight between cities.

Service dispatchers prepare work orders when customers call. They give copies of work orders to workers. Sometimes they read work orders over the phone or two-way radios. They may relay information between work crews and supervisors.

Related careers

This career is part of the Transportation, Distribution, and Logistics cluster of careers.

Related careers include:

• Brokerage Clerks
• Compliance Officers and Inspectors
• Concierges
• Credit Checkers and Authorizers
• Customer Service Representatives
• Emergency Medical Technicians
• Hotel Desk Clerks
• Interviewing Clerks
• New Accounts Clerks
• Occupational Health and Safety Technicians
• Production and Planning Clerks
• Reservation and Ticket Agents
• Secretaries
• Telephone Operators
• Train Conductors and Yardmasters
• Transportation Agents

Job duties

Task list

The following list of tasks is specific to dispatchers.

• Receive incoming calls and question callers to find out what the problem is.
• Determine the response needed for the situation.
• Dispatch appropriate personnel or equipment.
• Scan status charts, monitors, or contact units directly to determine which units are available.
• Record and maintain records of calls, dispatches, and other services on computers.
• Test communication and alarm systems. Adjust system or report any problems found.
• Monitor burglar or fire alarm systems. Monitor radio frequencies.
• Determine if emergency is in service area.
• Provide help with emergency medical care over the phone.
• Operate equipment to communicate with law enforcement agencies.
• Prepare work orders based on customers' needs.
• Relay information to work crews.

Common work activities

Dispatchers perform the following tasks. These tasks are common to many careers.

• Use computers
• Get information needed to do the job
• Communicate with supervisors, peers, or subordinates
• Make decisions and solve problems
• Communicate with people outside the organization
• Document and record information
• Identify objects, actions, and events
• Organize, plan, and prioritize work
• Update and use job-related knowledge
• Process information
• Perform for or work with the public
• Establish and maintain relationships
• Teach others
• Monitor events, materials, and surroundings
• Explain the meaning of information to others
• Evaluate information against standards
• Resolve conflicts and negotiate with others
• Schedule work and activities
• Coordinate the work and activities of others
• Think creatively
• Perform administrative tasks
• Analyze data or information
• Assist and care for others
• Coach others
• Judge the value of objects, services, or people
• Develop and build teams
• Monitor and control resources
• Guide, direct, and motivate others
• Estimate sizes, quantities, time, cost, or materials needed

Work requirements

Working conditions

In a typical work setting, dispatchers:

Interpersonal relationships

• Have a high level of social contact. Dispatchers spend all of their time talking to customers, coworkers, and emergency personnel.
• Are responsible for the health and safety of others. This is especially true when they give emergency care instructions over the telephone.
• Are responsible for the outcomes of others.
• Are often placed in conflict situations. Emergency dispatchers are exposed to conflict situations daily.
• Talk with people daily who are unpleasant, angry, or discourteous. This is especially true for police and fire dispatchers.
• Always use the telephone.
• Write letters, memos, and e-mails weekly.
• Communicate with coworkers daily in person.
• Work as part of a response team.

Physical work conditions

• Work indoors.
• Work near other people, but have a few feet of space separating self from others.
• Are often exposed to sounds and noise levels that are distracting and uncomfortable.
• Sometimes are exposed to contaminants.

Work performance

• Must fully complete and be exact in their work. Errors could keep emergency equipment from arriving quickly.
• Repeat the same physical activities.
• Meet strict daily and weekly deadlines.
• Make decisions daily that strongly impact callers.

Hours/travel

• Generally work 40 hours per week.
• May work evenings, weekends, and holidays, if working as an emergency vehicle dispatcher.

Physical demands

Dispatchers frequently:

• Sit for long periods of time.
• Use their hands to handle, control, or feel objects, tools, or controls.
• Repeat the same movements.

It is important for dispatchers to be able to:

• Understand the speech of another person.
• Speak clearly so listeners can understand.
• See details of objects that are less than a few feet away.

It is not as important, but still necessary, for dispatchers to be able to:

• See details of objects that are more than a few feet away.
• Use fingers to grasp, move, or assemble very small objects.
• Focus on one source of sound and ignore others.
• Hear sounds and recognize the difference between them.
• Use one or two hands to grasp, move, or assemble objects.
• See differences between colors, shades, and brightness.
• Make quick, precise adjustments to machine controls.
• Hold the arm and hand in one position or hold the hand steady while moving the arm.

Skills and abilities

Dispatchers need to:

Communicate

• Speak clearly so listeners can understand.
• Listen to others and ask questions.
• Understand spoken information.
• Read and understand work-related materials.
• Understand written information.
• Write clearly so other people can understand.

Reason and problem solve

• Notice when something is wrong or is likely to go wrong.
• Concentrate and not be distracted while performing a task.
• Use reasoning to discover answers to problems.
• Follow guidelines to arrange objects or actions in a certain order.
• Combine several pieces of information and draw conclusions.
• Analyze ideas and use logic to determine their strengths and weaknesses.
• Develop rules that group items in various ways.
• Judge the costs and benefits of a possible action.
• Understand new information or materials by studying and working with them.
• Recognize the nature of a problem.

Manage oneself, people, time, and things

• Check how well one is learning or doing something.
• Manage the time of self and others.
• Go back and forth between two or more activities or sources of information without becoming confused.

Work with people

• Change behavior in relation to others' actions.
• Be aware of others' reactions and understand the possible causes.
• Look for ways to help people.
• Solve problems by bringing others together to discuss differences.
• Persuade others to approach things differently.

Perceive and visualize

• Identify a pattern (a figure, object, word, or sound) that is hidden in distracting material.
• Quickly and accurately compare letters, numbers, objects, pictures, or patterns.

Education and training

Educational programs

The programs of study listed below will help you prepare for the occupation or career cluster you are exploring.

Programs of study directly related to this occupation

• Office Support

Other programs of study to consider

• Emergency Medical Care

Training

To work as a dispatcher, you typically need to:

• have a high school diploma or equivalent; and
• complete moderate-term, on-the-job training.

Education after high school

Emergency vehicle dispatchers may take special courses. You study interpersonal communications, public safety telecommunications, radio broadcasting, and computer operations. You also learn police, fire, and rescue functions.

Work experience

Some agencies hire paramedics or nurses to work as dispatchers. With this background dispatchers can tell callers how to take care of injured people until help arrives.

On-the-job training

Most dispatchers learn their skills through on-the-job training. Training may last from several months to one year, depending on the difficulty of the job. You begin by working with experienced dispatchers. You monitor calls and learn how to operate telephones and data communications terminals. You also learn to use radio transmitters and receivers. Later, as you gain confidence, you begin to handle calls on your own.

Helpful high school courses

You should take a general high school curriculum that meets the state's graduation requirements. You will be required to take both math and science classes to graduate.

Helpful electives to take in high school that prepare you for this career include:

• Computer Fundamentals
• Office Procedures

The courses listed above are meant to help you create your high school plan. If you have not already done so, talk to a school counselor or parent about the courses you are considering taking.

You should also check with a teacher or counselor to see if work-based learning opportunities are available in your school and community. These might include field trips, job shadowing, internships, and actual work experience. The goal of these activities is to help you connect your school experiences with real-life work.

Join some groups, try some hobbies, or volunteer with an organization that interests you. By participating in activities you can have fun, make new friends, and learn about yourself. Maybe one of them will help direct you to a future career. Here are examples of activities and groups that may be available in your high school or community.

Things to know

Employers require dispatchers to have a high school diploma or equivalent. They prefer to hire people who are familiar with radio equipment and the layout of the city or area.

For emergency dispatchers, employers look for applicants who can stay calm while talking to people who are upset. They prefer people who have health care experience and can explain medical information to callers.

Many employers prefer to hire dispatchers who have taken transportation courses at technical schools. Students in such programs may learn about job openings from their teachers. Employers also look for applicants who have computer training and experience.

Applicants for emergency dispatch jobs also need to take a knowledge and practical skills exam, a keyboarding test, and go through an interview. Applicants must pass a medical exam, psychological and polygraph test, and a background check. They should also be willing and able to work rotating shifts and on-call if needed.

Some companies prefer to promote employees who already work for them in a different capacity, such as driver.

Tips

The ability to do several tasks at once is important. Experience working with the general public in person and by phone is helpful. To learn more about emergency dispatching jobs, volunteer at your local fire or police department or ride with emergency workers when they respond to calls to observe what they do. Training as an emergency medical technician (EMT) and classes in critical thinking are also helpful.

Costs to workers

Dispatchers may be required to join a union and pay an initiation fee and monthly dues.

Job listings

Listed below are links to job categories from the National Labor Exchange that relate to this career. Once you get a list of jobs, you can view information about individual jobs and find out how to apply. If your job search finds too many openings, or if you wish to search for jobs outside of Washington, you will need to refine your search.

• Dispatchers, Except Police, Fire, and Ambulance 
• Police, Fire, and Ambulance Dispatchers 

To get a listing of current jobs from the WorkSource system, go to the WorkSource website .

Wages

Wages for dispatchers vary by type. Wages also vary by the dispatcher's level of experience, education, and responsibility.

Full-time dispatchers often receive benefits. Typical benefits include health insurance, sick leave, and paid vacation. Some employers also provide a retirement plan.

Employment and outlook

Washington outlook

The table below provides information about the number of workers in this career in various regions. It also provides information about the expected growth rate and future job openings.

National employment

Dispatching jobs are found throughout the country, but are concentrated near cities.

Major employers:

• State and local government agencies (emergency vehicle dispatch)
• Local and long distance trucking companies
• Taxi companies
• Security companies

National outlook

This occupation will experience slower than average growth. Access to cell phones has increased the number of calls that come into emergency dispatchers. However, advanced 9-1-1 systems and consolidation of centers has slowed growth for police, fire, and ambulance dispatchers. In addition, future government budget constraints will limit growth. 

The growth of taxi, train, and truck dispatchers depends on the economy. When economic activity is slow, the demand for transportation services drops. As a result, these dispatchers may have to reduce their hours or be laid off. In contrast, employment of tow-truck dispatchers is not sensitive to economic conditions. These workers are always needed. In fact, they may be needed more during slow economic times, because more people drive older cars.

Job openings will occur as many dispatchers transfer to other occupations or retire. This is especially true for police, fire, and ambulance dispatchers where the work can be stressful. 

Other resources

Association of Public-Safety Communications Officials-International 
351 North Williamson Boulevard
Daytona Beach, FL 32114-1112
888.272.6911
386.322.2500

Communications Workers of America 
501 - 3rd Street NW
Washington, DC 20001
202.434.1100

References

Career cluster

• Transportation, Distribution, and Logistics

Career path

• Conventional (Business Operations)

O*Net  occupations

• Dispatchers, Except Police, Fire, and Ambulance (43-5032.00) 
• Police, Fire, and Ambulance Dispatchers (43-5031.00) 

O*Net job zone 

• Job Zone 2 - Some preparation needed. Some previous work-related skill, knowledge, or experience may be helpful in these occupations, but usually is not needed.

DOT occupations

• Alarm Operator (379.162-010) 
• Bus Dispatcher, Interstate (913.167-010) 
• Car Clerk, Pullman (215.167-010) 
• Dispatcher (239.167-014) 
• Dispatcher (932.167-010) 
• Dispatcher, Maintenance Service (239.367-014) 
• Dispatcher, Motor Vehicle (249.167-014) 
• Dispatcher, Oil (914.167-014) 
• Dispatcher, Oil Well Services (939.362-010) 
• Dispatcher, Radio (379.362-010) 
• Dispatcher, Radioactive-waste-disposal (955.167-010) 
• Dispatcher, Relay (221.362-014) 
• Dispatcher, Service (959.167-010) 
• Dispatcher, Service or Work (952.167-010) 
• Dispatcher, Ship Pilot (248.367-026) 
• Dispatcher, Street Department (239.367-030) 
• Dispatcher, Traffic or System (919.162-010) 
• Dispatcher, Tugboat (911.167-010) 
• Engine Dispatcher (910.367-018) 
• Gas Dispatcher (953.167-010) 
• Protective-signal Operator (379.362-014) 
• Receiver-dispatcher (239.367-022) 
• Routing Clerk (249.367-070) 
• Service Clerk (221.367-070) 
• Taxicab Coordinator (215.367-018) 
• Taxicab Starter (913.367-010) 
• Telecommunicator (379.362-018) 
• Train Dispatcher, Assistant Chief (910.167-014) 
• Water-service Dispatcher (954.367-010) 
• Work-order-sorting Clerk (221.367-082) 

Holland occupational clusters

• Conventional/Enterprising/Realistic
• Conventional/Realistic/Enterprising

COPSystem

• Clerical