![Call center PV](https://upload.wikimedia.org/wikipedia/commons/6/6b/Call_center_PV.jpg)
A dispatcher is a communications worker who receives and transmits information to coordinate operations of other personnel and vehicles carrying out a service. A number of organizations, including
police
The police are a constituted body of persons empowered by a state, with the aim to enforce the law, to ensure the safety, health and possessions of citizens, and to prevent crime and civil disorder. Their lawful powers include arrest and t ...
and
fire
Fire is the rapid oxidation of a material (the fuel) in the exothermic chemical process of combustion, releasing heat, light, and various reaction Product (chemistry), products.
At a certain point in the combustion reaction, called the ignition ...
departments,
emergency medical services
Emergency medical services (EMS), also known as ambulance services or paramedic services, are emergency services that provide urgent pre-hospital treatment and stabilisation for serious illness and injuries and transport to definitive care. ...
,
motorcycle courier
A motorcycle courier, also known as a despatch rider or motorcycle messenger, is a courier using a motorcycle.
Motorcycle couriers are common in the major urban centres of Europe, South America (especially Brazil), Asia and North America.
...
s,
taxicab
A taxi, also known as a taxicab or simply a cab, is a type of vehicle for hire with a driver, used by a single passenger or small group of passengers, often for a non-shared ride. A taxicab conveys passengers between locations of their choice ...
providers,
trucking companies,
railroads
Rail transport (also known as train transport) is a means of transport that transfers passengers and goods on wheeled vehicles running on rails, which are incorporated in Track (rail transport), tracks. In contrast to road transport, where the ...
, and
public utility
A public utility company (usually just utility) is an organization that maintains the infrastructure for a public service (often also providing a service using that infrastructure). Public utilities are subject to forms of public control and r ...
companies, use dispatchers to relay information, direct personnel, and coordinate their operations.
Types of dispatchers
Emergency dispatchers
![dispatcherdd](https://upload.wikimedia.org/wikipedia/commons/2/2e/Dispatcherdd.jpg)
An emergency dispatcher, also known as public safety dispatcher,
9-1-1
, usually written 911, is an emergency telephone number for the United States, Canada, Mexico, Panama, Palau, Argentina, Philippines, Jordan, as well as the North American Numbering Plan (NANP), one of eight N11 codes. Like other emergency nu ...
dispatcher, or public safety telecommunicator
[www.bls.gov]
''Occupational Employment and Wages May 2020''. URL accessed on August 19, 2021 receives calls from individuals who require
emergency service
Emergency services and rescue services are organizations that ensure public safety and health by addressing and resolving different emergencies. Some of these agencies exist solely for addressing certain types of emergencies, while others deal wit ...
s, including
police services,
firefighting
Firefighting is the act of extinguishing or preventing the spread of unwanted fires from threatening human lives and destroying property and the environment. A person who engages in firefighting is known as a firefighter.
Firefighters typically ...
, and
emergency medical services
Emergency medical services (EMS), also known as ambulance services or paramedic services, are emergency services that provide urgent pre-hospital treatment and stabilisation for serious illness and injuries and transport to definitive care. ...
. Once information is obtained from the caller, the dispatcher activates the appropriate services necessary to respond to the nature of the call for help. The dispatcher also obtains and relays pertinent information to the field units to help ensure the adequacy and safety of the response.
Emergency dispatchers may also use preapproved protocols to talk a caller or bystander through lifesaving medical procedures such as
cardiopulmonary resuscitation
Cardiopulmonary resuscitation (CPR) is an emergency procedure consisting of chest compressions often combined with artificial ventilation in an effort to manually preserve intact brain function until further measures are taken to restore spont ...
,
childbirth
Childbirth, also known as labour and delivery, is the ending of pregnancy where one or more babies exits the internal environment of the mother via vaginal delivery or caesarean section. In 2019, there were about 140.11 million births globall ...
, and
first aid
First aid is the first and immediate assistance given to any person with either a minor or serious illness or injury, with care provided to preserve life, prevent the condition from worsening, or to promote recovery. It includes initial in ...
. They may also require special certification.
In the
United States
The United States of America (U.S.A. or USA), commonly known as the United States (U.S. or US) or America, is a country primarily located in North America. It consists of 50 states, a federal district, five major unincorporated territorie ...
, about 10% of all dispatchers employed in 2004 were public safety dispatchers.
[www.bls.gov]
''Occupational Outlook Handbook 2006–07 Edition''. URL accessed on April 6, 2006
Transportation and service dispatchers
A number of other organizations use dispatchers to respond to service calls, coordinate
transport
Transport (in British English), or transportation (in American English), is the intentional movement of humans, animals, and goods from one location to another. Modes of transport include air, land (rail and road), water, cable, pipeline, an ...
ation schedules, and to organize the
delivery of materials:
*A truck dispatcher is employed by a
trucking company
A truck driver (commonly referred to as a trucker, teamster, or driver in the United States and Canada; a truckie in Australia and New Zealand; a HGV driver in the United Kingdom, Ireland and the European Union, a lorry driver, or driver in ...
to monitor the delivery of freight over long distances and coordinate delivery pickup and drop-off schedules.
*A bus dispatcher monitors the schedules of their bus fleet and address any problems that arise during their operations.
*A tow-truck dispatcher responds to calls for emergency roadside assistance.
*A gas and water service dispatcher monitors their respective
utilities
A public utility company (usually just utility) is an organization that maintains the infrastructure for a public service (often also providing a service using that infrastructure). Public utilities are subject to forms of public control and r ...
and receive calls for emergency assistance that involve
gas lines and
water mains
A water distribution system is a part of water supply network with components that carry potable water from a centralized treatment plant or wells to consumers to satisfy residential, commercial, industrial and fire fighting requirements.
Definit ...
.
In the United States, about 26% of all dispatchers employed in 2004 worked for transportation and
warehousing
A warehouse is a building for storing goods. Warehouses are used by manufacturers, importers, exporters, wholesalers, transport businesses, customs, etc. They are usually large plain buildings in industrial parks on the outskirts of cities, tow ...
industries.
Railroad dispatchers
A
train dispatcher
A train dispatcher (US), rail traffic controller (Canada), train controller (Australia), train service controller (Singapore) or signaller (UK), is employed by a railroad to direct and facilitate the movement of trains over an assigned territory, ...
is employed by a railroad to direct and facilitate the movement of trains over an assigned territory, which is usually part, or all, of a railroad operating division. The dispatcher is also responsible for cost effective movement of trains and other on-track railroad equipment to optimize physical (trains) and human resource (crews) assets.
![PCPOST Crew Dispatcher](https://upload.wikimedia.org/wikipedia/commons/2/22/PCPOST_Crew_Dispatcher.png)
A crew dispatcher is also employed by the railroad to keep track of train crews and their assignments. The crew dispatcher is responsible for assigning train crew to trains based upon scheduled rosters, and also making real-time adjustments as necessary based on rail traffic conditions and delays. The crew dispatcher is normally assisted by a crew caller whose responsibility is to telephone the train and engine crews to advise them of time to report for duty. The crew dispatcher is also responsible for checking that each train and engine crew are properly qualified for their assignments and have had proper rest according to labour regulations.
Airline or flight dispatchers
A
flight dispatcher
A flight dispatcher (also known as an airline dispatcher or flight operations officer) assists in planning flight paths, taking into account aircraft performance and loading, enroute winds, thunderstorm and turbulence forecasts, airspace restricti ...
assists in planning
flight path
In the United States, airways or air routes are defined by the Federal Aviation Administration (FAA) in two ways:
"VOR Federal airways and Low/Medium Frequency (L/MF) (Colored) Federal airways"
These are designated routes which aeroplanes ...
s, taking into account wind speed, storms, aircraft performance and loading, and other conditions. Some dispatchers provide a flight following service and advise pilots if conditions or paths change. They usually work in the operations or control center of the airline.
Working conditions and environment
Dispatchers are responsible for monitoring all of the communications within a specific
geographic
Geography (from Greek: , ''geographia''. Combination of Greek words ‘Geo’ (The Earth) and ‘Graphien’ (to describe), literally "earth description") is a field of science devoted to the study of the lands, features, inhabitants, and ...
area. Public safety dispatchers are responsible for all emergency communications that occur within the
jurisdiction
Jurisdiction (from Latin 'law' + 'declaration') is the legal term for the legal authority granted to a legal entity to enact justice. In federations like the United States, areas of jurisdiction apply to local, state, and federal levels.
Jur ...
of their department. These workers receive and document incoming calls, transmit messages to appropriate personnel, and keep logs of the daily activities of their personnel. Public safety dispatchers usually work in a police station, a fire station, or a hospital.
Other dispatchers work in centralized communication centers associated with their specific company or service.
Dispatchers of all kinds work with multiple communications systems depending on their function. These systems can include but not limited to
telephone
A telephone is a telecommunications device that permits two or more users to conduct a conversation when they are too far apart to be easily heard directly. A telephone converts sound, typically and most efficiently the human voice, into e ...
s,
radio
Radio is the technology of signaling and communicating using radio waves. Radio waves are electromagnetic waves of frequency between 30 hertz (Hz) and 300 gigahertz (GHz). They are generated by an electronic device called a transmit ...
s,
computer
A computer is a machine that can be programmed to Execution (computing), carry out sequences of arithmetic or logical operations (computation) automatically. Modern digital electronic computers can perform generic sets of operations known as C ...
s and
computer-aided dispatch
Computer-aided dispatch (CAD), also called computer-assisted dispatch, is a method of dispatching taxicabs, couriers, field service technicians, mass transit vehicles or emergency services assisted by computer. It can either be used to send messag ...
programs, video
surveillance
Surveillance is the monitoring of behavior, many activities, or information for the purpose of information gathering, influencing, managing or directing. This can include observation from a distance by means of electronic equipment, such as c ...
cameras, and ground-to-aircraft messaging systems such as
ACARS
In aviation, ACARS (; an acronym for Aircraft Communications Addressing and Reporting System) is a digital datalink system for transmission of short messages between aircraft and ground stations via airband radio or satellite. The protocol was des ...
. As a result of sitting for long periods and using such equipment, dispatchers can develop eye strain and back problems. Many dispatchers must also work irregular hours to provide 24-hour service, which includes night, weekend, and holiday hours.
Public safety dispatchers are usually the first point of contact between
emergency service
Emergency services and rescue services are organizations that ensure public safety and health by addressing and resolving different emergencies. Some of these agencies exist solely for addressing certain types of emergencies, while others deal wit ...
s and the public. When receiving incoming calls for help, these dispatchers must ascertain the nature, location, and extent of the emergency. Callers requesting emergency assistance are often in a state of heightened emotional distress, which can make it difficult to obtain the information needed to handle the call appropriately.
The working conditions of a public safety dispatcher may be particularly stressful compared to others because handling a call incorrectly may delay or misdirect emergency personnel, which could result in serious
injury
An injury is any physiological damage to living tissue caused by immediate physical stress. An injury can occur intentionally or unintentionally and may be caused by blunt trauma, penetrating trauma, burning, toxic exposure, asphyxiation, o ...
or even
death
Death is the irreversible cessation of all biological functions that sustain an organism. For organisms with a brain, death can also be defined as the irreversible cessation of functioning of the whole brain, including brainstem, and brain ...
.
Human error can also produce deadly results for other types of dispatchers. A train dispatcher in Spain was found guilty of negligent homicide for a head-on train collision that occurred in June 2003.
Nineteen people died and forty-eight were injured in a crash where the dispatcher allowed a passenger train to leave a station when a freight train was approaching the station on the same line.
Training and employment
Employment as a dispatcher does not usually require a level of education higher than a
high school diploma
A high school diploma or high school degree is a North American academic school leaving qualification awarded upon high school graduation. The high school diploma is typically obtained after a course of study lasting four years, from grade 9 to gra ...
, but many that work in the field hold liberal arts degrees. Employers prefer candidates with computer and
clerical
Clerical may refer to:
* Pertaining to the clergy
* Pertaining to a clerical worker
* Clerical script, a style of Chinese calligraphy
* Clerical People's Party
See also
* Cleric (disambiguation)
Cleric is a member of the clergy.
Cleric may a ...
skills,
communication
Communication (from la, communicare, meaning "to share" or "to be in relation with") is usually defined as the transmission of information. The term may also refer to the message communicated through such transmissions or the field of inquir ...
skills, and the ability to work fast under pressure.
Candidates for employment as public safety dispatchers may be required to pass written, oral, or performance tests and are governed by state or local regulations. Public safety dispatchers may also have to obtain
certifications and attend additional training before or after they are employed by state or local governments to dispatch for police, fire, or emergency medical services. The level of training required for these dispatchers is typically the most extensive in comparison to other dispatch positions.
A standard certification requirement for public safety dispatchers is Terminal Operator certification for access to the US Federal Bureau of Investigation (
FBI
The Federal Bureau of Investigation (FBI) is the domestic Intelligence agency, intelligence and Security agency, security service of the United States and its principal Federal law enforcement in the United States, federal law enforcement age ...
)
National Crime Information Center
The National Crime Information Center (NCIC) is the United States' central database for tracking crime-related information. The NCIC has been an information sharing tool since 1967. It is maintained by the Criminal Justice Information Services Di ...
(NCIC) database system. Access to this database system often allows additional access to the state-level system comparable to NCIC which allows public safety dispatchers to access motor vehicle registration and drivers license information as well as wants or warrants by various law enforcement agencies both statewide and national.
In addition to certifications, specialized training is also required or appropriated to public safety dispatchers. As public safety dispatchers are the first contact made between the public and emergency services, public safety dispatchers need to be able to extract a vast array of information out of the caller. Such specialized training for 911 dispatchers can include: suicide intervention, hostage negotiation, bomb threats, tactical dispatching (for SWAT teams), domestic violence and domestic and foreign terrorism countermeasures. Many are also trained as
emergency medical dispatcher
An emergency medical dispatcher is a professional telecommunicator, tasked with the gathering of information related to medical emergencies, the provision of assistance and instructions by voice, prior to the arrival of emergency medical service ...
s, able to give first aid instructions to victims or families prior to EMS arrival.
According to the
United States Bureau of Labor Statistics
The Bureau of Labor Statistics (BLS) is a unit of the United States Department of Labor. It is the principal fact-finding agency for the U.S. government in the broad field of labor economics and statistics and serves as a principal agency of t ...
, 266,000 people were employed as dispatchers in 2004.
In addition, it is expected that a number of current dispatchers will either transfer to other occupations or leave the labor force, which will result in an increase of openings.
Hardware
The primary tool of the dispatcher is the dispatch console. A dispatch console is a system that interfaces to a private or public radio system, allowing the dispatcher to communicate directly with all field workers, police officers, EMS personnel, and others in order to coordinate their activities. Dispatchers use various hardware and software to create dispatch.
See also
*
Air traffic controller
Air traffic control specialists, abbreviated ATCS, are personnel responsible for the safe, orderly, and expeditious flow of air traffic in the global air traffic control system. Usually stationed in air traffic control centers and control ...
*
Military
A military, also known collectively as armed forces, is a heavily armed, highly organized force primarily intended for warfare. It is typically authorized and maintained by a sovereign state, with its members identifiable by their distinct ...
*
Emergency medical dispatcher
An emergency medical dispatcher is a professional telecommunicator, tasked with the gathering of information related to medical emergencies, the provision of assistance and instructions by voice, prior to the arrival of emergency medical service ...
*
Police radio
Police radio is a radio system used by police and other law enforcement agencies to communicate with one another. Police radio systems almost always use two-way radio systems to allow for communications between police officers and dispatchers.
...
*
Radio scanner
A scanner (also referred to as a radio scanner) is a radio receiver that can automatically tune, or ''scan'', two or more discrete frequencies, stopping when it finds a signal on one of them and then continuing to scan other frequencies when the ...
References
External links
{{Wiktionary, dispatcher
Association of Public-Safety Communications Officials – CanadaComplete list of FAA-Approved FAR Part 65 Aircraft Dispatcher Certification CoursesNENA – National Emergency Number Association
Aviation licenses and certifications
Occupations in aviation
Office and administrative support occupations
Transport occupations