It is essential that dispatchers in 911 call centers are accurate, prompt, and coordinated, to ensure the public safety and maximize rapid responders' effectiveness. The dispatch manager must provide this coordination through effective supervision and ensure the smooth operation of the dispatch process. Additionally, the dispatch manager may need to liaise with the public and emergency departments (such as police and fire services). The dispatch manager is also tasked with personnel issues such as performance evaluation, scheduling, and training. Some employers may require the dispatch manager to prepare and manage departmental budgeting as well.
Dispatch Manager Tasks
Prepare departmental budget and track metrics related to time, requests, cost, and staffing.
Hire, train, mentor, and evaluate staff, including setting schedules and developing training programs.
Supervise and direct workers, materials, equipment, and service vehicles.
Communicate customer needs to work crews, monitor progress, and coordinate responses.