Dispatcher

In Canada, the federal government groups and organizes occupations based on a National Occupational Classification (NOC) system. This alis occupation may not reflect the entire NOC group it is part of. Data for the NOC group can apply across multiple occupations.

The NOC system is updated every 5 years to reflect changes in the labour market. Government forms and labour market data may group and refer to an occupation differently, depending on the system used. Here is how this occupation has been classified over time:

• 2006 NOC: Dispatchers (1475.1) 
• 2006 NOC-S: Dispatchers and Radio Operators (B575) 
• 2011 NOC: Dispatchers (1525) 

Dispatchers’ duties vary. In general, they:

• answer telephone calls asking for service
• obtain and input information into a computer system
• prioritize calls for service and coordinate responses to calls
• use scripted questions to evaluate calls for service and provide related instructions or directions
• dispatch workers according to written schedules, work orders, priorities, or protocols
• monitor cameras, radios, and alarms
• keep track of field workers’ workloads, locations, and safety
• process and send out information by radio or computer to field workers
• prepare daily work schedules and activities
• prepare documents such as accident reports and complaint forms
• tell workers about traffic problems, weather conditions, and other hazards
• keep records and logs about calls, and record other information, such as mileage.

Taxi dispatchers send taxicabs 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, where the vehicle is and what it looks like. They give the information to tow truck drivers.

Utility company dispatchers take calls for gas, water, telephone or electric services. They take emergency reports from the public and send workers to resolve problems.

Emergency services dispatchers might work for protective, industrial, medical, fire or police services. They:

• take phone calls and calls from alarm systems
• answer questions and give instructions to callers
• decide what is the most important part of an emergency
• direct calls to the appropriate emergency service, co-ordinate other agencies and relay information to hospitals
• contact and keep in touch with field workers
• make sure workers and callers are safe
• take part in quality assurance processes
• understand and work within an Incident Command System.

Emergency service call takers receive emergency calls for help. They pass the caller or the information to a dispatcher at the correct emergency service.

Dispatchers usually work shifts of up to 12 hours. Shift work includes nights, weekends and holidays. Sometimes dispatchers are required to stay longer to complete calls or wait for relief workers. This is a 24/7/365 position.

Dispatchers have to sit for long periods of time. Emergency situations can be stressful. Work hours can include sudden busy and demanding times as well as periods of low activity. It is critical to remain alert.

Other working conditions vary depending on the employer. Dispatchers may work in small offices with poor lighting and simple telephone systems. Some may work in large offices with advanced computer systems, vehicle tracking systems, and ergonomically designed workstations.

Dispatchers need to possess:

• excellent communication skills
• excellent computer skills and the ability to work with a variety of communication equipment
• the ability to remain calm in emergencies and work well in a highly demanding and stressful setting
• good eyesight, hearing, and dexterity
• the ability to multitask, for example, listening to calls and sending out responders at the same time
• a good memory for details
• good judgment and decision-making skills
• the ability to work well on a team
• the ability to transition between periods of low and high activity
• the ability to adapt to changes in technology and work setting
• strong organizational skills, memory for procedures, and attention to detail.

They should enjoy:

• taking a step-by-step approach to their work
• operating communications equipment
• talking to people.

Dispatchers may work for:

• taxi companies
• delivery and courier services
• utility companies
• protective services
• trucking companies
• health departments
• emergency service agencies, like police, fire and medical
• alarm companies
• industrial sites.

Experienced dispatchers 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 [pdf] in this occupation will be influenced by a wide variety of factors including:

• trends and events that affect overall employment (especially in the industries listed above)
• location in Alberta
• employment turnover (work opportunities that come up when people leave existing positions)
• occupational growth (work opportunities that come up when new positions are created)
• size of the occupation.

In Alberta, the B575: Dispatchers and Radio Operators occupational group is expected to have a below-average annual growth of 1.4% from 2016 to 2020. In addition to job openings created by employment turnover, 60 new positions are forecasted to be created within this occupational group each year.

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 call the Alberta Supports Contact Centre toll-free at 1-877-644-9992 or 780-644-9992 in Edmonton, or visit an Alberta Supports Centre near you.