Dispatch managers oversee personnel at an emergency call centre. When people call 911 in an emergency, the dispatch manager and other dispatch staff members answer the calls, find out what's wrong and direct police, ambulances and firefighters to the location. The ability to work under stress and intense situations is important in this role. Dispatch managers may develop schedules, supervise personnel and create work policies.
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Internal Job Duties
A dispatch manager oversees the dispatchers in a 911 call centre. These management duties include planning the work schedules and evaluating performance for dispatchers and dispatcher supervisors. There's often only one dispatch manager per call centre. The dispatch manager may be in charge of preparing that department's budget as well.
External Job Duties
In addition to managing the dispatch staff, a dispatch manager must also work with other departments and the public. These duties may include meeting with agencies that use the dispatch centre, such as a police department, to make sure the work is being performed satisfactorily. The dispatch manager may also need to meet with citizens who are concerned about emergency situations and safety, as well as with other affiliated agencies, such as state police or federal agencies.
Dispatch managers must review paperwork, call logs and recordings on a daily basis to make sure that dispatchers are responding to calls appropriately. They may need to answer the phone in the call centre and assign crews to go out to a call quickly.
Most agencies require that a dispatch manager have experience working in a dispatch centre, with a portion of those years spent as a supervisor. Although the amount of experience may vary from one agency to another, five years' experience as a dispatcher is often recommended. Dispatch managers must know how to use computer-assisted dispatch systems.
Dispatch managers across the United States reported earning between £23,710 and £38,433 in 2010, according to PayScale.com. Most of these workers who reported their salary had between five and 19 years of experience.
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