What does a Dispatcher do?

Dispatchers work in shipping or emergency service industries, providing guidance and important information to callers. They often act as the first point of contact for emergency or non-emergency calls and direct callers to different departments or personally retrieve the information.

Dispatcher job responsibilities directly impact the overall efficiency of daily operations and aid in resource management as they coordinate and assign routes and prioritize calls for work teams within an organization.

Dispatcher skills and qualifications

Some skills and qualifications you may want to list in your Dispatcher job description include:

• Communication skills to deliver clear instructions and relay information in a fast-paced environment
• Clerical and organizational skills to keep track of schedules, routes and personnel
• Familiarity with multi-line control phone systems, two-way radios and other equipment for internal and external communications
• Interview and problem-solving skills to gather information from callers, identify problems and find solutions
• Decision-making and critical thinking skills to prioritize calls appropriately
• Multitasking skills to communicate with callers and work crews while carrying out other tasks, such as data entry
• Computer skills to use database, email, enterprise resource planning, GPS or scheduling software programs
• Ability to remain stationary throughout a shift

Dispatcher experience requirements

Because Dispatchers often receive on-the-job training, prior experience may not be necessary to succeed in the role. However, previous work history involving customer care in a fast-paced environment, such as a Call Center Representative or Customer Service Representative, may help prepare candidates to complete Dispatcher job responsibilities.

Dispatcher education and training requirements

Dispatchers generally have no formal education requirements, and training for the role usually occurs on the job. Dispatchers for emergency services may need to complete specialized training.

Some employers prioritize candidates who hold certifications. Often, these certifications are relevant to a specific industry. For example, the International Academies of Emergency Dispatch (IAED) offers numerous certifications for Emergency Services Dispatchers, while the National Dispatch and Freight Certification Association (NDFCA) certifies Dispatchers working in the trucking, freight and logistics industries.

Job description samples for similar positions

If the position you’re recruiting for doesn’t completely match this Dispatcher job description, consider reviewing these related job titles:

• Air Traffic Controller
• Call Center Representative
• Logistics Coordinator

Dispatcher job description FAQs

What qualities make for a good Dispatcher?

Remaining calm under pressure is an important trait for Dispatchers because their work may involve responding to unexpected emergencies. Due to the fast-paced nature of their work environment, Dispatchers typically benefit from emotional resilience and adaptability. People who enjoy helping others and solving problems may succeed in a Dispatcher role.

Do Dispatcher responsibilities vary in different settings?

Dispatcher job responsibilities can vary. For example, Emergency Services dispatchers may relay instructions related to personal safety or first aid to callers and comfort them until help arrives. Dispatchers in other industries may have responsibilities related to work order preparation and customer billing.

What’s the difference between a Dispatcher and a Scheduler?

Schedulers field calls, set future appointments for clients and develop work schedules for teams based on these appointments. Dispatchers are responsible for sending work crews or First Responders to locations based on calls. They generally don’t create work schedules for shifts.