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Dispatchers, Except Police, Fire, and Ambulance
SOC Code: 43-5032.00

Schedule and dispatch workers, work crews, equipment, or service vehicles for conveyance of materials, freight, or passengers, or for normal installation, service, or emergency repairs rendered outside the place of business. Duties may include using radio, telephone, or computer to transmit assignments and compiling statistics and reports on work progress.

Sample of reported job titles: Aircraft Dispatcher, City Dispatcher, Dispatch Manager, Dispatcher (Dispatch), Motor Coach Supervisor, Operations Dispatcher, Rail Operations Controller, School Bus Dispatcher, Train Dispatcher, Truck Dispatcher

Tasks

  • Monitor personnel or equipment locations and utilization to coordinate service and schedules.
  • Schedule or dispatch workers, work crews, equipment, or service vehicles to appropriate locations, according to customer requests, specifications, or needs, using radios or telephones.
  • Oversee all communications within specifically assigned territories.
  • Relay work orders, messages, or information to or from work crews, supervisors, or field inspectors, using telephones or two-way radios.
  • Confer with customers or supervising personnel to address questions, problems, or requests for service or equipment.
  • Prepare daily work and run schedules.
  • Record and maintain files or records of customer requests, work or services performed, charges, expenses, inventory, or other dispatch information.
  • Receive or prepare work orders.
  • Determine types or amounts of equipment, vehicles, materials, or personnel required, according to work orders or specifications.
  • Advise personnel about traffic problems, such as construction areas, accidents, congestion, weather conditions, or other hazards.
  • Arrange for necessary repairs to restore service and schedules.
  • Ensure timely and efficient movement of trains, according to train orders and schedules.
  • Order supplies or equipment and issue them to personnel.

Technology Skills

  • Aviation ground support software - Bornemann Associates Flight Plan; Sabre
  • Calendar and scheduling software - Scheduling software
  • Computer aided design CAD software
  • Customer relationship management CRM software - Command Alkon COMMANDconcrete; Digital Gateway e-automate
  • Data base reporting software - Locomotive distribution software
  • Data base user interface and query software - Database software; Microsoft Access ; Tangier Sky Scheduler View
  • Electronic mail software - Email software; Microsoft Outlook
  • Enterprise resource planning ERP software - SAP ; TMW PowerSuite
  • Expert system software - Computer aided dispatching auto routing software; Rail Traffic Track Warrant Control System
  • Helpdesk or call center software - Computer aided dispatch software
  • Internet browser software - Web browser software
  • Map creation software - ESRI ArcIMS; Geomechanical design analysis GDA software
  • Mobile location based services software - Dr. Dispatch; Global positioning system GPS software; Resource management software; Situation resource tracking software (see all 6 examples)
  • Office suite software - Microsoft Office
  • Operating system software - Microsoft Windows
  • Presentation software - Microsoft PowerPoint
  • Route navigation software - Routing software
  • Spreadsheet software - Microsoft Excel
  • Time accounting software - Kronos Workforce Timekeeper
  • Word processing software - Microsoft Word

Tools Used

  • Automatic call distributor ACD - Call management systems CMS
  • Desktop computers
  • Digital telephones - Voice over internet protocol VoIP systems
  • Interactive voice recognition equipment - Dispatch servers
  • Notebook computers - Mobile data terminal MDT equipment
  • Personal computers
  • Rail switching systems - Switch controls; Tower switching machines
  • Railway signaling systems - Centralized traffic control units; Signal controls
  • Special purpose telephones - Multi-line telephone systems; Personal banking chamber PBC telephones
  • Teletype input devices - Teletypewriters TTY
  • Touch screen monitors
  • Two way radios - Mobile radios
  • Vehicular global positioning system GPS - Job dispatch and vehicle tracking systems

Knowledge

  • 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.
  • Transportation - Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.
  • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • 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.
  • 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.
  • Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • Law and Government - Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.
  • Geography - Knowledge of principles and methods for describing the features of land, sea, and air masses, including their physical characteristics, locations, interrelationships, and distribution of plant, animal, and human life.
  • Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
  • Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

Skills

  • Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Speaking - Talking to others to convey information effectively.
  • Coordination - Adjusting actions in relation to others' actions.
  • Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
  • Time Management - Managing one's own time and the time of others.
  • Service Orientation - Actively looking for ways to help people.
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
  • Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
  • Negotiation - Bringing others together and trying to reconcile differences.
  • Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.

Abilities

  • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
  • Speech Clarity - The ability to speak clearly so others can understand you.
  • Speech Recognition - The ability to identify and understand the speech of another person.
  • Near Vision - The ability to see details at close range (within a few feet of the observer).
  • Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
  • Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
  • Written Expression - The ability to communicate information and ideas in writing so others will understand.
  • Selective Attention - The ability to concentrate on a task over a period of time without being distracted.
  • Written Comprehension - The ability to read and understand information and ideas presented in writing.
  • Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
  • Category Flexibility - The ability to generate or use different sets of rules for combining or grouping things in different ways.
  • Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
  • Time Sharing - The ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources).

Interests

  • Interest code: CRE
    • Conventional - Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
    • Realistic - Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
    • Enterprising - Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.

Work Context

  • Telephone - 100% responded “Every day.”
  • Contact With Others - 88% responded “Constant contact with others.”
  • Spend Time Sitting - 83% responded “Continually or almost continually.”
  • Electronic Mail - 92% responded “Every day.”
  • Work With Work Group or Team - 63% responded “Extremely important.”
  • Face-to-Face Discussions - 70% responded “Every day.”
  • Deal With External Customers - 62% responded “Extremely important.”
  • Frequency of Decision Making - 77% responded “Every day.”
  • Importance of Being Exact or Accurate - 56% responded “Extremely important.”
  • Structured versus Unstructured Work - 47% responded “A lot of freedom.”
  • Responsibility for Outcomes and Results - 54% responded “Very high responsibility.”
  • Freedom to Make Decisions - 48% responded “A lot of freedom.”
  • Coordinate or Lead Others - 46% responded “Extremely important.”
  • Importance of Repeating Same Tasks - 45% responded “Extremely important.”
  • Indoors, Environmentally Controlled - 74% responded “Every day.”
  • Duration of Typical Work Week - 65% responded “More than 40 hours.”
  • Time Pressure - 53% responded “Every day.”
  • Impact of Decisions on Co-workers or Company Results - 53% responded “Very important results.”
  • Responsible for Others' Health and Safety - 51% responded “High responsibility.”
  • Letters and Memos - 40% responded “Every day.”
  • Frequency of Conflict Situations - 41% responded “Once a week or more but not every day.”
  • Deal With Unpleasant or Angry People - 29% responded “Once a week or more but not every day.”
  • Physical Proximity - 32% responded “Moderately close (at arm's length).”
  • Spend Time Making Repetitive Motions - 28% responded “Continually or almost continually.”
  • Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls - 48% responded “Continually or almost continually.”

Education

Percentage of RespondentsEducation Level Required
62%High school diploma or equivalent
11%Less than high school diploma
11%Associate's degree

Work Styles

  • Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  • Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
  • Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high stress situations.
  • Integrity - Job requires being honest and ethical.
  • Self Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
  • Independence - Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
  • Initiative - Job requires a willingness to take on responsibilities and challenges.
  • Adaptability/Flexibility - Job requires being open to change (positive or negative) and to considerable variety in the workplace.
  • Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction.
  • Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
  • Persistence - Job requires persistence in the face of obstacles.
  • Achievement/Effort - Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
  • Analytical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.
  • Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
  • Social Orientation - Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
  • Innovation - Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.

Work Values

  • Support - Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
  • Independence - Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
  • Working Conditions - Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.

Wages & Trends

  • Median wages (2017)
    • $18.65 hourly, $38,790 annual
  • Employment (2016)
    • 202,000 employees
  • Projected growth (2016-2026)
    • Little or no change (-1% to 1%)
  • Projected job openings (2016-2026)
    • 18,000

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