Dispatcher - Change this value to a strong SEO phrase

Position Objective

Under direct supervision, trains for and participates in duties and related responsibilities of an emergency and/or hazardous nature in fire suppression and emergency operations. Operates within the parameters of Company policies, procedures, and practices, with special emphasis on the Company Occupational Safety and Health Program, to functionally participate in all emergency response and training services in order to achieve the mission of RTFC.

Duties and Responsibilities

Must be able to perform all duties of a dispatcher and additional duties as assigned.

  1. Monitor personnel or equipment locations and utilization to coordinate service and schedules.
  2. Schedule or dispatch workers, work crews, equipment, or service vehicles to appropriate locations, according to customer requests, specifications, or needs, using radios, telephones, computers and pagers as appropriate.
  3. Monitor all communications within specifically assigned territories.
  4. Relay work orders, messages, or information to or from work crews, supervisors, or field inspectors, using telephones, radios, computers and pagers as necessary.
  5. Confer with customers or supervising personnel to address questions, problems, or requests for service or equipment.
  6. Prepare daily work and run schedules and reports.
  7. Record and maintain files or records of customer requests, work or services performed, charges, expenses, inventory, or other dispatch information.
  8. Determine types or amounts of equipment, vehicles, materials, or personnel required, according to work orders or specifications.
  9. Advise personnel about traffic problems, such as construction areas, accidents, congestion, weather conditions, or other hazards, and provide routing alternatives.

Required Knowledge, Skills, & Abilities

The ideal dispatcher must possess the following KSA’s:

Knowledge Of:
    1. Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
    2. English Language — Ability to understand and communicate understandably using the English language in routine and emergency environments.
    3. Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
    4. Public Safety and Security — Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions. Must be familiar with equipment capacity and be able to comprehend and evaluate emergency response terminology.
    5. Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, transcription, and other office procedures and terminology.
    6. Law and Government — Knowledge of laws and ordinances relating to emergency response.
    7. Active Learning — Ability to learn and understand RTFC apparatus, specialty equipment and foam. Also recognize names and locations of all RTFC member and non-member companies. Maintain active knowledge of command personnel and firefighter qualifications.
    8. Geography — Knowledge of client facility layout and access points, and limits on any assigned route (e.g., overhead clearance, weight restrictions, turning limits, etc.)
Ability To:
    1. Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences in English.
    2. Oral Expression — The ability to communicate information and ideas in English so others will understand.
    3. Speech Clarity — The ability to speak clearly so others can understand you.
    4. Speech Recognition — The ability to identify and understand the speech of another person.
    5. Near Vision — The ability to see details at close range (within a few feet of the observer, e.g., desktop environment).
    6. Problem Sensitivity — The ability to recognize and anticipate manpower or equipment problems, or tell when something is wrong or is likely to go wrong, and timely communicating such matters with appropriate recommendations within scope of responsibilities. Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
    7. Written Expression — The ability to communicate information and ideas in written English so others will understand.
    8. Selective Attention — The ability to concentrate on a task over a period of time without being distracted.
    9. Written Comprehension — The ability to read and understand information and ideas presented in written English.
    10. Stress management – Able to perform all required duties in both routine and emergency scenarios in situations where failure may result in personal injury or property damage.
Skill In:
  1. Active Listening/processing — Giving full attention to what other people are saying, and processing communications in time critical scenarios; understanding the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  2. Speaking — Talking to others in English to convey information effectively, in routine and emergency situations.
  3. Coordination — Adjusting actions in relation to others’ actions.
  4. Monitoring — Monitoring/Assessing manpower and equipment needs and availability to anticipate and respond to emergency and routine requests.
  5. Reading Comprehension — Understanding English written sentences and paragraphs in work related documents.
  6. Time Management — Managing one’s own time and the time of others.
  7. Writing — Communicating effectively in English writing as appropriate for the needs of the audience or report requirements.
  8. Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  9. Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

Minimum Education and Experience

High school diploma or general education degree (GED); or one to two years related experience and/or training; or equivalent combination of education or experience.

  1. Candidate must pass a pre-employment physical examination, background check, and drug screen.
  2. Must be willing and able to work rotating shifts.
  3. Must participate in and complete on-going training courses as required or requested.
  4. Maintenance of good attendance is a condition of employment.

Working Conditions and Hazards

Work Environment:
Work is performed primarily in a standard office environment, but may involve exposure to moderate noise levels from high-speed computer printers and other peripherals.
Tools and Technology:
  • Interactive Voice Recognition Equipment (IVR) — Dispatch Servers
  • Special Purpose Telephones — Multi-line Telephone Systems
  • Two Way Radios — Mobile Radios
  • Customer relationship management CRM Software — Command Alkon COMMAND concrete; Digital Gateway E-Automate
  • Database user interface and query software — Database software; Sky Scheduler software
  • Expert system software — Computer aided dispatching (CAD) auto routing software
  • Pager system
Physical Demands:
While performing the duties of this job, the employee is frequently required to sit, talk, and hear.  The employee is required to walk briskly; use hand to finger motions; handle or feel objects, tools, or controls; and reach with hands and arms both above the head and below the feet.  The employee is often required to lift objects from a standing, crouching or lying position whose weight may exceed his / her own.

The employee must occasionally lift and/or carry objects in excess of 10 pounds with frequent lifting and/or carrying of objects weighing 25 pounds or more.  

Orientation Period

An orientation period of one (1) year is required during which time performance will be carefully evaluated. Status to the position will only be granted if all requirements have been met and work performance is determined to be satisfactory.

The above statements are intended to describe the general nature and level of work being performed by the person assigned to this position.  They are not intended to be an exhaustive list of responsibilities, duties and skills required.  This job description does not constitute and employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and the job requirements change.