Dispatchers schedule and dispatch workers, equipment, or service vehicles for conveyance of materials or passengers. They keep records, logs, and schedules of the calls they receive, the transportation vehicles they monitor and control, and the actions they take. They maintain information on each call, and then prepare a detailed report on all activities occurring during the shift. Many dispatchers employ computer-aided dispatch systems to accomplish these tasks. The work of dispatchers varies greatly, depending on the industry in which they work.
Regardless of where they work, all dispatchers are assigned a specific territory and have responsibility for all communications within this area. Many work in teams, especially in large communications centers or companies. One person usually handles all dispatching calls to the response units or company drivers, while the other members of the team usually receive the incoming calls and deal with the public.
Police, fire, and ambulance dispatchers, also called public safety dispatchers, monitor the location of emergency services personnel from any one or all of the jurisdiction's emergency services departments. They dispatch the appropriate type and number of units in response to calls for assistance. Dispatchers, or call takers, often are the first people the public contacts when they call for emergency assistance. If certified for emergency medical services, the dispatcher may provide medical instruction to those on the scene of the emergency until the medical staff arrives.
Police, fire, and ambulance dispatchers work in a variety of settings; they may work in a police station, a fire station, a hospital, or, increasingly, in a centralized communications center. In many areas, 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 calls, dispatchers carefully question each caller to determine the type, seriousness, and location of the emergency. This information is posted either electronically by computer or, with decreasing frequency, by hand. It is communicated immediately to uniformed or supervisory personnel, who quickly decide on the priority of the incident, the kind and number of units needed, and the location of the closest and most suitable units available. Usually, dispatchers constitute the communications workforce on a shift. Typically, there is a team of call takers who answer calls and relay the information to be dispatched. Responsibility then shifts to the dispatchers who send response units to the scene and monitor the activity of the public safety personnel answering the dispatch. During the course of the shift, dispatchers may rotate these functions.
When appropriate, dispatchers 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 keep in close touch not only 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. (A separate statement on emergency medical technicians and paramedics appears elsewhere in the Handbook.)
Other dispatchers coordinate deliveries, service calls, and related activities for a variety of firms. 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 orders into truckloads for specific destinations; assign drivers and trucks; and draw up routes and pickup and delivery schedules. 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 in order to restore service and schedules. Train dispatchers ensure the timely and efficient movement of trains according to train orders and schedules. They must be aware of track switch positions, track maintenance areas, and the location of other trains 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 nature of 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 gaslines and water mains and send out service trucks and crews to take care of emergencies.
Dispatchers held 254,000 jobs in 2000. 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 buslines; air carriers; wholesale establishments; railroads; taxicab companies; 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.
Employment of dispatchers is expected to grow as fast as the average for all occupations through 2010. In addition to those resulting from job growth, openings will arise from the need to replace workers who transfer to other occupations or leave the labor force.
Projected employment growth of police, fire, and ambulance dispatchers, or public safety dispatchers, stems from increased demand for emergency services. Many districts are consolidating their communications centers into a shared, areawide facility. Individuals with computer skills and experience will have a greater opportunity for employment as public safety dispatchers.
Population growth and economic expansion are expected to spur employment growth for other types of dispatchers. Employment of some dispatchers is more adversely affected by economic downturns than that of other dispatchers. When economic activity falls, demand for transportation services declines. As a result, taxicab, train, and truck dispatchers may experience layoffs or a shortened workweek, and jobseekers 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.
Other occupations that involve directing and controlling the movement of vehicles, freight, and personnel, as well as distributing information and messages, include air traffic controllers, communications equipment operators, customer service representatives, and reservation and transportation ticket agents and travel clerks.
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