Dispatchers work in a wide array of situations. Some receive and transmit emergency calls from the public requesting assistance and coordinate the dispatching of the appropriate service provider. Others, like those in transportation, coordinate arrivals and departures of shipments so that specific time schedules are kept.
Police, fire, and ambulance dispatchers, also called public safety dispatchers, are usually the first people the public talks to when they call for emergency assistance. Dispatchers receive these calls in a variety of settings; they may work in a police station, a fire station, a hospital, or a centralized city communications center. In many cities, 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 a call, dispatchers carefully question the caller to determine the type, seriousness, and location of the emergency. They then quickly decide on the kind and number of units needed, locate the closest and most suitable ones available, and send them to the scene of the emergency. They keep in touch with the units until the emergency has been handled, in case further instructions are needed. When appropriate, they 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 not only keep in close touch with the dispatched units but also with the caller. They often 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. (The work of emergency medical technicians is described elsewhere in the Handbook.)
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 into truckloads for specific destinations, assign drivers and trucks, make up routes and pickup and delivery schedules, and provide other information. Bus dispatchers make sure that local and long distance buses stay on schedule. They handle all problems that may disrupt service and dispatch orders to restore service and schedules. Train dispatchers are responsible for the timely movement of trains according to train orders and schedules. 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 problem to a nearby gas station or a tow truck service and see to it that the emergency road service is completed. Gas and water service dispatchers monitor gas lines and water mains and send out service trucks and crews to take care of emergencies. Other dispatchers coordinate deliveries, service calls, and related activities for a variety of firms.
The computerization of the workplace has aided dispatchers.
Regardless of where they work, all dispatchers keep records, logs, and schedules of the calls they receive and the action they take. They may type and file cards on each call and then prepare detailed reports on all activities occurring during their shift. Those who work with a computer-aided dispatch system make the appropriate entries and corrections into the computer as they occur, and then print a log or report at the end of their shift.
Many police, ambulance, taxicab, and tow truck dispatchers work as part of a two-person team. One person usually receives incoming calls while the other dispatches and follows up on them. This is commonplace in large communications centers or companies.
Dispatchers held about 222,000 jobs in 1992. 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 bus lines; telephone, electric, and gas utility companies; wholesale and retail establishments; 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.
Overall employment of dispatchers is expected to grow about as fast as the average for all occupations through the year 2005 due to the growing need for the various services that dispatchers provide. Most job openings will result from the need to replace those who transfer to other occupations or leave the labor force.
Employment of police, fire, and ambulance dispatchers is expected to grow about as fast as the average for all occupations. Their employment is concentrated in State and local government, an industry sector which is expected to experience average growth. Increasingly intense competition among government functions for available resources should limit the ability of many growing communities to keep pace with rapidly growing emergency services needs.
Although population growth and economic expansion are expected to increase overall employment of other dispatchers not involved in public safety, not all specialties will be affected in the same way.
Computerization is making inroads into all areas of dispatching, increasing productivity and dampening employment growth somewhat. However, computer-aided dispatch systems are very expensive, making them affordable only to relatively large establishments, and slowing growth of dispatchers using computers.
Other occupations that involve directing and controlling the movement of vehicles, freight, and personnel, as well as information and message distribution, are airline-radio operators, airline dispatchers, air traffic controllers, radio and television transmitter operators, telephone operators, customer service representatives, and transportation agents.
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Reprinted with Permission of U. S. Department of Labor