Dispatcher

Dispatchers' duties and responsibilities vary from one position to another but, in general, they:

• answer telephone requests for service or receive requests from telephone operators
• monitor the workloads, locations and safety of field personnel 
• process and transmit information to field personnel via radio or computer-aided dispatch systems
• prepare daily work schedules and activities
• dispatch personnel according to written schedules, work orders, priorities or protocols
• advise personnel about traffic problems such as construction areas, accidents, congestion, weather conditions or other hazards
• maintain work records and prepare reports (for example, accident reports, complaint forms)
• keep records and logs to document calls
• record information as required by the agency (for example, mileage)
• co-ordinate services
• prepare reports and other documentation as required.

Taxi dispatchers send taxi cabs in response to calls for service. They take requests for cabs, inform drivers by radio or telephone, and log the calls and addresses given to each driver.

Tow truck dispatchers take calls from vehicle owners for emergency service. They record information such as the name of the caller, type of problem, vehicle location and description, and relay the information to tow truck drivers.

Utility company dispatchers receive requests for services related to gas, water, telephone or electricity. They take emergency reports from the public, obtain relevant information and dispatch a work crew (or other appropriate agencies if necessary).

Emergency services dispatchers who work in the communications departments of ambulance, fire or police services:

• take calls via telephone or alarm systems
• make decisions regarding the relative priorities of emergencies
• contact field personnel
• keep in touch with personnel being dispatched to send further information
• answer questions and ensure the safety of the unit and caller
• provide instructions to the callers as required
• co-ordinate services from other agencies
• relay information to hospital emergency rooms
• participate in quality assurance processes.

Emergency service call takers are telephone operators who receive emergency calls for assistance. The information they receive is relayed to dispatchers of appropriate emergency services.

Dispatchers usually work shifts, sometimes 12 hour shifts, that often include nights, holidays and weekends. They sometimes work longer to complete calls or wait for relief workers.

This work requires sitting for long periods of time. It can be stressful when dealing with emergency situations or with routine work punctuated by very busy periods.

Other working conditions vary depending on the type of employer. Dispatchers may work in small offices with simple telephone systems and poor lighting, or large offices with high levels of technology including vehicle tracking, computerized systems and ergonomically designed work stations.

Dispatchers need the following characteristics:

• excellent communication skills
• ability to work in a highly demanding and highly stressful environment
• good eyesight, hearing, manual co-ordination and dexterity
• the ability to listen to incoming requests for service and dispatch services at the same time (multi-tasking skills)
• a good memory for details and procedures
• good judgment and decision making skills
• the ability to work well in a team environment
• the flexibility required to deal with the unexpected
• ability to transition between periods of low activity and periods of intense activity
• the ability to remain calm during busy periods and emergency situations
• the ability to adapt to changes in technology and work environment.

They should enjoy taking a methodical approach to their work, operating communications equipment and talking to people.

Below-average occupational growth is expected in Alberta for 2016 to 2020. Job openings are a result of employment turnover and newly created positions.

Dispatchers may be employed by:

• taxi companies
• delivery and courier services
• utility companies
• trucking companies
• police, fire or health departments
• emergency service agencies.

Experienced dispatchers employed in larger organizations may advance to supervisory positions. However, in general, advancement opportunities are limited.

Dispatchers are part of the larger 2011 National Occupational Classification 1475: Dispatchers and radio operators. In Alberta, 77% of people employed in this classification work in the following industries:

• Transportation and Warehousing (PDF)
• Public Administration (PDF)
• Mining and Oil and Gas Extraction (PDF)
• Business, Building and Other Support Services (PDF)
• Manufacturing (PDF)

The employment outlook in this occupation will be influenced by a wide variety of factors including:

• trends and events affecting overall employment (especially in the industries listed above)
• location in Alberta
• employment turnover (work opportunities generated by people leaving existing positions)
• occupational growth (work opportunities resulting from the creation of new positions that never existed before)
• size of the occupation.

Over 4,300 Albertans are employed in the Dispatchers and radio operators occupational group. This group is expected to have a below-average annual growth of 1.4% from 2016 to 2020. As a result, 60 new positions are forecast to be created each year, in addition to job openings created by employment turnover. Note: As dispatchers form only a part of this larger occupational group, only some of these newly created positions will be for dispatchers.

Employment turnover is expected to increase as members of the baby boom generation retire over the next few years.

Careers in Transportation website: www.transpocity.ca

International Academies of Emergency Dispatch website: www.emergencydispatch.org

For more information on career planning, education and jobs, visit the Alberta Learning Information Service (ALIS) website, call the Alberta Career Information Hotline toll-free at 1-800-661-3753 or 780-422-4266 in Edmonton, or visit an Alberta Works Centre near you.