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Dispatcher

Job Overview

The Dispatcher is a key communications point for the company's security function. Answering and addressing all incoming phone calls and monitoring cameras and access control systems helps ensure secure operations. The dispatcher tracks all company vehicles and equipment on the road as well as all security officers in the field. Duties include scheduling of employees and ensuring that all shifts are covered. 

Organizational Impact

The organization impact of a dispatcher job can be significant. Dispatchers are responsible for coordinating and managing the movement of people, vehicles, and equipment within an organization. They play a critical role in ensuring that operations run smoothly and efficiently.

Some of the key impacts of a dispatcher job on an organization include:

1. Improved efficiency: Dispatchers help to ensure that resources are allocated effectively and that tasks are completed in a timely manner. This can lead to improved productivity and efficiency across the organization.

2. Enhanced customer service: Dispatchers are often the first point of contact for customers, and they play a key role in ensuring that customer needs are met. By providing timely and accurate information, dispatchers can help to improve customer satisfaction and loyalty.

3. Increased safety: Dispatchers are responsible for ensuring that vehicles and equipment are properly maintained and operated safely. This can help to reduce the risk of accidents and injuries, which can have a significant impact on an organization's reputation and bottom line.

4. Better communication: Dispatchers are responsible for communicating with a wide range of stakeholders, including employees, customers, and vendors. By maintaining clear and effective communication channels, dispatchers can help to improve collaboration and teamwork within the organization.

Overall, the impact of a dispatcher job on an organization can be significant, and it is an important role that requires strong organizational and communication skills.

Key Systems

- Computer-aided dispatch (CAD) system

- Global positioning system (GPS)

- Two-way radio communication system

- Traffic monitoring system

- Incident management system


Inputs

- Customer requests and inquiries

- Availability of drivers and vehicles

- Traffic and weather conditions

- Delivery schedules and deadlines

- Communication with other departments (e.g. sales, operations)


Outputs

- Dispatched vehicles to designated locations

- Communicated with drivers and customers via phone and email

- Maintained accurate records of dispatch activities

- Monitored traffic and weather conditions to adjust routes as needed

- Provided exceptional customer service to ensure satisfaction and repeat business


Activities

  • Processes calls requesting assistance and dispatches security officers utilizing the two-way radio system; monitors assignments and locations of all Security staff on an assigned shift, prioritizing and tracking all Security Calls
  • Conducts security response and patrol functions and responds to emergency situations when security officers are not present.
  • Monitors security, fire, and other alarm systems at on-site facility, notifying officers of alarms received. Provides alarm system monitoring.
  • Monitors systems to detect criminal activity, dispatches officers when suspicious activity is noted, and documents all observations and unusual incidents. Utilizes the video management software application to retrieve recorded video for use as evidence.
  • Coordinates emergency and non-emergency response to criminal, medical, or fire related incidents.
  • Maintain time sheets, and other logs and records as required for effective operations; signs outs keys/access cards, and ensures proper documentation.
  • Performs clerical duties including typing, data entry, filing, telephone answering, generating statistical reports from computer databases, maintaining and updating operational manuals and performs audits.
  • Gathers pertinent information regarding security related incidents and relays it appropriately; writes reports related to Security Incidents as needed.
  • Effectively operate telephone, fax and email communications.
  • Notifies Security Supervisors or Shift Managers of any pertinent conditions as needed
  • Notifies EMS, Local Law Enforcement as appropriate and/or as directed by Security Management
  • Sends notifications as appropriate for high profile type security situations
  • Identifies potential safety hazards and reports same to the appropriate individual, for proper resolution
  • Acts as a first responder during emergency situations, and coordinates solutions to same; informs outside agencies at the direction of Security Management of any unusual or suspicious situations

Recommended Items

  • Standard operating procedures for dispatching emergency services
  • Guidelines for communicating with first responders and other stakeholders
  • Protocols for handling sensitive information and maintaining confidentiality
  • Training materials for using dispatch software and equipment
  • Performance metrics and evaluation criteria for dispatchers

Content Examples

  • Dispatch logs
  • Delivery schedules
  • Driver assignments
  • Route maps
  • Customer delivery confirmations

Sample Event-Driven Tasks

- Dispatching emergency services to a location in response to a 911 call

- Assigning drivers to pick up and deliver packages based on customer requests

- Coordinating with tow truck companies to remove vehicles from accident scenes

- Sending repair technicians to fix broken equipment at a customer's location

- Alerting maintenance crews to clear debris from a roadway after a storm or accident.


Sample Scheduled Tasks

- Assigning drivers to specific routes and deliveries for the day

- Monitoring the progress of drivers and adjusting schedules as needed

- Communicating with customers to confirm delivery times and addresses

- Coordinating with maintenance staff to ensure vehicles are in good working condition

- Updating records and reports on delivery times, driver performance, and customer feedback.


Sample Infill Tasks

- Assigning drivers to specific routes and deliveries

- Monitoring the progress of deliveries and communicating with drivers to ensure timely completion

- Updating delivery schedules and routes based on changes in customer needs or traffic conditions

- Coordinating with other departments, such as customer service and warehouse, to ensure smooth operations

- Responding to customer inquiries and complaints regarding delivery status or issues with their orders.


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