Dispatcher Job Description Guide 2025: Duties & Templates

If you need 24/7 coverage without missed ETAs, a Dispatcher owns call triage, routing, and live tracking. They help field teams arrive on time and keep customers informed.

Use this dispatcher job description to post quickly, align on expectations, and hire confidently across service, transportation, delivery, and emergency operations.

Quick definition: What does a Dispatcher do?

If you’re losing time to missed calls or inefficient routes, a Dispatcher is your real-time control center. They coordinate people, vehicles, and information so work keeps moving.

They intake calls, prioritize urgency, assign and track jobs, and keep drivers, technicians, and customers updated. Tools include radio, phone, and computer systems.

In practice, dispatchers balance schedule density, traffic, compliance (e.g., Hours of Service), and service-level agreements. They document every step.

A strong dispatcher reduces response time, improves on-time performance, and cuts costly re-dispatches. If you need predictable ETAs and fewer escalations, this role makes it happen.

Highlights:

Call intake and prioritization (emergency and non-emergency)
Routing, scheduling, and live GPS/telematics tracking
Multi-channel communication (radio, phone, messaging, CAD/TMS)
Documentation, compliance, and post-incident reporting
Customer updates, ETA management, and SLA adherence

Customizable Dispatcher Job Description Template (Copy/Paste)

Job brief

If tight schedules, live updates, and clear communication are critical to your operation, our Dispatcher will be your hub for call triage, routing, and real-time tracking.

You’ll support field teams and customers by prioritizing requests, assigning resources, and monitoring progress through our dispatch systems. Success looks like accurate ETAs, on-time arrivals, and documented communications that stand up to audits.

Familiarity with GPS/telematics, scheduling tools, and professional phone etiquette is essential. If you’re calm under pressure and love coordinating moving parts, we’d like to meet you.

Key responsibilities

Answer incoming calls, emails, and system tickets; assess priority and service level
Dispatch drivers/technicians/units based on location, skills, capacity, and compliance
Build and adjust schedules; optimize routes for time, cost, and customer commitments
Monitor live progress via GPS/telematics; update ETAs and re-route as needed
Communicate clearly via radio/phone/messaging; document all actions and outcomes
Coordinate with operations, warehouse/parts, and customer service to resolve issues
Log incidents, delays, and exceptions; escalate per policy and notify stakeholders
Maintain accurate records in CAD/TMS/CMMS/ERP; ensure data quality for reporting
Track KPIs (on-time %, average response time, re-dispatch rate) and support improvements

Requirements and qualifications

Experience in dispatch, scheduling, call center, logistics, or field service preferred
Proficiency with dispatch/routing or scheduling software (e.g., CAD, TMS, WFM, CMMS)
Solid typing/data entry (35–50+ WPM) with high accuracy; strong multitasking
Working knowledge of geography/coverage area; map/GPS literacy
High school diploma or equivalent; associate degree a plus
For transportation roles: knowledge of DOT/FMCSA rules and Hours of Service
For 911/emergency roles: ability to meet background and security requirements
Willingness to work shifts, including nights/weekends/holidays as needed

Skills and competencies

Calm decision-making under pressure; clear, professional communication
Prioritization and judgment; balances urgency, SLA, and safety
Customer service mindset; de-escalation and expectation management
Tech fluency across multiple windows/systems; meticulous documentation
Collaboration with drivers/technicians, supervisors, and customer teams
Continuous improvement orientation; uses data to adjust plans

Schedule and working conditions

If your operation runs around the clock, this role may require rotating shifts, nights, weekends, holidays, and on-call coverage. Many dispatch centers use 8-, 10-, or 12-hour shifts with predictable rotations to maintain coverage.

Remote or hybrid dispatch is possible with secure VPN, softphone/ACD access, and clear redundancy plans. Sensitive environments (e.g., 911) may require on-site work and supervised systems.

Expect extended time at a workstation, high call volume, and time-sensitive decision-making.

Compensation and benefits language

We offer a competitive dispatcher salary based on experience, certifications, shift, and location. Benefits and potential performance incentives may apply.

Include your pay range to improve applicant quality and meet transparency laws where applicable. Typical packages include health/dental/vision, paid time off, retirement plan, paid training, shift differentials for nights/weekends, and overtime eligibility as applicable.

Suggested phrasing:

Pay: “Compensation range: $XX–$YY/hour (non-exempt), plus shift differentials and overtime as applicable.”
Benefits: “Medical, dental, vision; PTO; 401(k); paid training/certifications; equipment stipend for approved remote work.”

Duties and responsibilities (explained)

Call intake, triage, and prioritization

If calls pile up, you need a clear triage model to prevent bottlenecks and missed SLAs. Dispatchers classify requests by urgency, safety risk, customer tier, and time commitments, then queue and assign accordingly.

For example, emergency calls or safety-critical repairs jump to the front. Warranty jobs may follow standard windows. Low-risk inquiries can be scheduled next day.

Use simple rules in your posting to make expectations concrete:

“Prioritize safety-critical and time-sensitive calls.”
“Escalate per SOP within 2 minutes.”

Clear triage criteria set the tone for faster response and fewer escalations.

Routing, scheduling, and live tracking

When routes are inefficient, costs rise and satisfaction drops. Dispatchers optimize assignments to hit ETAs at the lowest operational cost.

They consider geography, skills, parts availability, traffic, and compliance (e.g., drive time/HOS). Then they monitor live GPS/telematics to keep plans accurate.

A good posting names the tools (TMS, GPS, ELD) and outputs:

“Own route optimization for 20–40 jobs/day.”
“Maintain 95% on-time arrival with <5% re-dispatch.”

Make your must-haves explicit to attract candidates who can execute on day one.

Communication: radio, phone, computer systems

If messages are unclear, teams double back and customers escalate. Dispatchers set the tone with crisp, repeat-back communication.

They use radio protocols, softphone/ACD, SMS, and in-app chat. They also log all material updates in CAD/TMS/CMMS.

Include specifics in your posting:

“Provide ETA updates every 30–60 minutes during delays.”
“Use approved scripts.”
“Document all changes in the work order within 2 minutes.”

Consistent, documented updates reduce callbacks and protect SLAs.

Documentation and compliance logging

Auditable records protect your operation and speed after-action reviews. Dispatchers capture timestamps, unit IDs, locations, instructions, and outcomes with consistent coding that feeds reports.

In regulated contexts, logs support DOT/FMCSA, CJIS, OSHA, or contract SLAs. Describe the standard:

“Maintain 100% of calls with disposition code and notes.”
“Ensure all jobs have start/complete timestamps and route trace.”

Good documentation also shortens training time for new hires.

Skills, tools, and certifications

Tools and systems: CAD, TMS, telematics/ELD, WFM, IVR/ACD, ERP/CMMS

If you want shorter ramp time, specify your stack and what’s required vs. trainable.

Common tools include:

CAD/911 and call handling: CAD platforms, ANI/ALI, computer softphones/ACD/IVR
Transportation: TMS/dispatch boards, ELD/HOS, telematics/GPS, load boards
Field service: FSM/WFM (scheduling/optimization), CMMS/ERP work orders, parts/warehouse
Messaging/records: email, SMS gateways, in-app chat, ticketing systems
Reporting: dashboards for on-time %, ASA/AHT, utilization, and exceptions

Mark must-haves (e.g., “1+ year with TMS/ELD required”) and nice-to-haves (“Willing to train on our WFM platform”). Clarity boosts applicant fit and reduces screening time.

Soft skills that predict success

If you’ve ever watched an excellent dispatcher in a storm, you know the differentiators are judgment and composure. Look for:

Prioritization under pressure; triage clarity
Clear, concise communication; active listening and repeat-back
Situational awareness and map/GPS intuition
Customer empathy; de-escalation and expectation setting
Data discipline; accurate, timely documentation
Team coordination; confident follow-through and escalation timing

Certifications by industry (e.g., IAED for 911; DOT/FMCSA context for trucking)

Credentials can speed training and support compliance:

Emergency/911: IAED EMD/EPD/EFD, APCO/NENA training, state POST standards, CJIS awareness
Trucking/transportation: DOT/FMCSA HOS knowledge, hazmat basics, defensive driving awareness (for dual roles); TWIC or air cargo security (as applicable)
Field services/utilities: OSHA 10 awareness, utility-specific clearances, confined space or lockout/tagout familiarity
General: CPR/First Aid (customer-facing), bilingual language proficiency where relevant

State and agency rules vary. List required vs. preferred clearly to reduce drop-off from qualified candidates.

Dispatcher specializations: choose and tailor your template

Service/Field Dispatcher (HVAC, utilities, telecom)

If you manage technicians and work orders, emphasize skill-based assignment and parts coordination.

Responsibilities: schedule and route technicians; confirm parts/tools; manage access windows; communicate ETAs; update work orders; coordinate returns/rework; capture customer confirmations
Requirements: FSM/WFM and CMMS experience; basic parts/warehouse literacy; ability to read service notes; strong customer communication
Optional add-ons: industry-specific safety awareness (lockout/tagout), utility permits, bilingual skills

Trucking/Transportation Dispatcher

If you move freight or people, compliance and time windows rule the day.

Responsibilities: plan loads/routes; assign drivers within HOS; monitor ELD/telematics; book backhauls; manage dock appointments; update customers/brokers; handle exceptions
Requirements: TMS/ELD proficiency; DOT/FMCSA HOS knowledge; familiarity with load boards, rate confirmations, and detention
Optional add-ons: hazmat awareness, temperature-controlled or oversized load experience

Emergency/911 Communications Dispatcher

If seconds matter, your posting must describe protocols and resilience.

Responsibilities: answer emergency/non-emergency calls; triage via EMD/EPD/EFD; dispatch units; provide pre-arrival instructions; log in CAD; coordinate multi-agency responses; follow evidence and privacy procedures
Requirements: background screening; ability to meet CJIS and local mandates; CAD proficiency; shift work; stress tolerance
Optional add-ons: IAED/APCO certifications, bilingual, crisis intervention training

Fleet/Delivery Dispatcher

If on-time delivery drives margins, focus on route density and customer updates.

Responsibilities: build dense routes; monitor GPS; manage exceptions; coordinate with warehouse/staging; send proactive ETA notifications; hit delivery SLAs; track returns
Requirements: routing software; telematics; customer communication; records accuracy
Optional add-ons: e-commerce platform familiarity, photo/scan POD workflows

Rail/Aviation Operations Dispatcher (overview)

If you coordinate rail movements or airside operations, safety and regulation lead.

Responsibilities: authorize movements; manage slots/clearances; coordinate with tower/yards; document incidents; maintain compliance logs
Requirements: industry certifications/clearances; regulated communication protocols; system proficiency
Optional add-ons: FRA/FAA rule familiarity, advanced radio procedures

Experience levels and career path

Dispatcher I, II, Senior, Lead — scope and expectations

If you plan to scale, define leveling so pay and expectations track with complexity. Clear levels help candidates self-select and give managers a framework for growth and performance.

Dispatcher I (Entry): handles standard calls and simple routes with close supervision; focuses on documentation accuracy and learning tools
Dispatcher II (Mid): manages higher volume, complex prioritization, and basic analytics; mentors juniors; owns a region/shift
Senior Dispatcher: leads complex incidents, cross-team coordination, and continuous improvement projects; sets standards and SOPs
Lead/Coordinator/Supervisor: supervises people, schedules, and performance; partners with operations on capacity and KPIs

Reporting lines and cross-functional partners

Clarity on org fit improves hiring and retention. Dispatchers typically report to Operations, Transportation, or Customer Service leadership.

Daily coordination spans drivers/technicians, warehouse/parts, call center, and safety/compliance. Note escalation paths (e.g., to Duty Manager after 15 minutes of delay) and how dispatch collaborates on after-action reviews.

Spell out who owns decisions during incidents to prevent ambiguity.

KPIs and performance metrics to include

Example KPIs with definitions (ASA, AHT, on-time %, ETA accuracy, re-dispatch rate)

If you want accountability, post metrics and measure them consistently.

Average Speed of Answer (ASA): average time to answer inbound calls; target varies (e.g., 20–30s emergency; 30–60s service)
Average Handle Time (AHT): average time to resolve a call/ticket; balance speed with quality
On-time arrival %: jobs delivered within SLA window; many aim for 90–95%+
ETA accuracy: % of jobs arriving within ±X minutes of promised time (e.g., ±10 min)
Re-dispatch rate: % of jobs requiring a second dispatch; lower is better (root cause: parts, skills, routing)
First-contact resolution (where applicable): % of issues resolved without a second contact/visit
Schedule adherence/utilization: adherence to planned coverage; productive time ratio

How to write metrics into your job ad

Metrics attract outcome-focused candidates and reduce ambiguity. Examples:

“Maintain 90%+ on-time arrival and <5% re-dispatch by optimizing routes and confirming readiness.”
“Answer inbound calls within 45 seconds on average and document every interaction in the system.”
“Keep ETA variance within ±10 minutes through live tracking and proactive customer updates.”

Tie each metric to a behavior (e.g., confirmation calls, route checks) so expectations are clear.

Scheduling and coverage models

Shift patterns (8/10/12-hr), on-call, weekends/holidays

If coverage is spotty, standardize your model and list it up front. Common patterns include 5x8s (Mon–Fri), 4x10s, or 3x12s with rotating weekends.

Twenty-four-seven centers often run 12-hour shifts with 2–2–3 rotations or 4-on/4-off. On-call coverage supports after-hours emergencies with defined response windows (e.g., 15 minutes to answer; 30 minutes to dispatch).

Spell out expectations, differentials, and rotation cadence to reduce surprises.

Simple staffing formulas to estimate headcount

If you’re unsure how many dispatchers you need, start with volume and coverage.

As a rough guide: forecast peak concurrent calls/jobs, multiply by average handling time, and apply an occupancy target (e.g., 80–85%) across your shift hours. For 24/7 operations, multiply required posts by 1.4–1.6 to cover time off, training, and attrition (shrinkage).

Validate against service targets (ASA/on-time %) and adjust for seasonality.

Compensation and salary considerations

Factors that influence pay (industry, shift, geo, certifications)

If you want to compete, post a range tailored to your market and demands. Pay varies by:

Industry complexity (911 and hazmat often pay more)
Shift type (nights/weekends/holidays typically add differentials)
Geography and COL; union or public-sector pay scales
System complexity and certifications (e.g., IAED, advanced TMS/ELD, bilingual)

Benchmark with local postings and reputable salary surveys. Revisit ranges annually.

Benefits and differentials (nights/weekends/on-call)

If you operate off-hours, incentivize it clearly. Common offerings include:

Shift differentials for evenings/nights/weekends (e.g., +$1–$3/hr)
On-call stipends plus call-out pay minimums
Overtime eligibility (non-exempt) and clear pre-approval rules
Paid training/certifications and equipment stipends for approved remote work
Wellness, EAP, and stress management resources in high-intensity environments

Legal and compliance notes (employer checklist)

EEO/ADA statements and bias-free language

Inclusive, compliant postings widen your pool and reduce risk. Suggested boilerplate:

“We are an Equal Opportunity Employer and consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.”
“We provide reasonable accommodations to individuals with disabilities throughout the application and employment process.”

Use bias-free language. Replace “young and energetic” with “able to perform essential functions with or without reasonable accommodation,” and avoid gendered terms or unnecessary physical demands.

DOT/FMCSA, CJIS, background checks, and privacy wording

Use lawful, minimal, job-related phrasing:

Transportation: “Role may require knowledge of DOT/FMCSA Hours of Service. Offer contingent on motor vehicle record review consistent with applicable law and role requirements.”
911/emergency: “Employment may require passing background screening consistent with CJIS and local/state standards.”
General: “Offers may be conditioned on lawful background checks and, where applicable, drug screening consistent with federal/state law. We respect candidate privacy and only collect information necessary for employment purposes.”

Avoid blanket or overly broad statements. Follow local ban-the-box, pay transparency, and privacy laws.

Hiring and assessment toolkit

Work-sample tasks and scenario prompts

If you want to predict performance, simulate the job.

Prioritization drill: give 6 mixed-priority calls; ask for dispatch order and rationale
Routing task: assign 8 jobs to 3 techs on a map, hitting 2 time windows and 1 parts constraint
ETA communication: craft a customer update for a 45-minute delay with a new ETA and next steps
Incident escalation: decide when/whom to escalate after a missed check-in with a driver

Score on clarity, judgment, time, and documentation.

Typing/data-entry and multitasking tests

High accuracy at speed reduces errors and callbacks. Test:

Typing speed/accuracy (goal 35–50+ WPM with minimal errors)
Multi-window data entry (CAD/TMS + notes + map)
Listening while documenting (play a recorded call; capture key facts in real time)
Radio protocol: brief repeat-back and code usage (where applicable)

30/60/90-day onboarding plan outline

Structure ramp to hit KPIs fast.

0–30 days: systems training (CAD/TMS/WFM), SOPs, shadowing, supervised calls; target 80% documentation accuracy
31–60 days: partial queue ownership; handle standard exceptions; aim for ASA/AHT targets with support
61–90 days: full shift coverage; contribute to route optimization and KPI reporting; propose one process improvement

FAQs

How do I decide between a Dispatcher, Scheduler, and Logistics Coordinator?
Schedulers build plans in advance. Dispatchers manage live changes, communications, and exceptions. Logistics Coordinators handle broader supply chain tasks (carriers, freight docs, cost).
If most of your pain is real-time coverage and ETAs, hire a Dispatcher. If it’s capacity planning, add a Scheduler. If it’s vendor/carrier management, consider a Logistics Coordinator.
Which dispatcher certifications are required vs. preferred?
911 often requires IAED/APCO/NENA-aligned training and CJIS compliance (required/mandated locally).
Trucking requires knowledge of DOT/FMCSA HOS (typically required knowledge, not a formal cert).
Field services rarely require certifications, but OSHA awareness and OEM training can be preferred.
List “required” only where regulated; otherwise mark “preferred.”
What KPIs should a Dispatcher own and how do I include them?
Include on-time %, ASA, AHT, ETA accuracy, and re-dispatch rate.
Example: “Maintain 90%+ on-time arrival, answer calls within 45 seconds on average, and keep re-dispatch under 5% through accurate triage and routing.”
Can dispatchers work remotely? What security applies?
Yes, many non-911 operations support remote/hybrid with secure VPN, softphone/ACD, SSO/MFA, and encrypted data policies.
911 and other sensitive roles may require on-site, CJIS-compliant environments. State security rules and customer contracts may dictate location and equipment controls.
How many dispatchers do I need for 24/7 coverage?
Estimate by volume and concurrency, then apply a 1.4–1.6 coverage multiplier for time off and training.
Validate with ASA/on-time targets and adjust for peak season and after-hours demand.
What lawful wording should I use for screenings?
Use job-related, jurisdiction-compliant phrasing: “Offer contingent on lawful background checks and, where applicable, drug screening consistent with federal/state law. For driving-related roles, we review motor vehicle records.”
Avoid blanket exclusions or medical inquiries.
How should I structure shift differentials and on-call pay?
Offer a fixed hourly premium for evenings/nights/weekends and a stipend for on-call windows with guaranteed minimum call-out pay.
State amounts and eligibility clearly in your posting.
What work-sample tasks predict success?
Time-boxed prioritization and routing scenarios, plus a live documentation/listening exercise, best mirror day-to-day demands.
Score on correctness, clarity, and time to decision.
How should a dispatcher job description change for small vs. enterprise operations?
Small teams need broader scopes (dispatch + scheduling + customer calls).
Enterprise teams benefit from specialization (separate intake, routing, and escalation roles) and deeper tool experience.
Tailor scope, tool depth, and metrics accordingly.
When should I hire in-house vs. use staffing/outsourced dispatch?
Hire in-house for proprietary workflows, security-sensitive data, or heavy cross-team coordination.
Consider outsourced/temporary coverage for overflow, seasonal peaks, or overnight shifts where process is standardized and data access can be securely partitioned.
What tools should I list and which are optional?
List your core systems (CAD/TMS/WFM/CMMS, telephony/ACD/IVR, telematics/ELD, ERP/ticketing) and mark “required” for must-have experience you cannot train quickly.
Everything else can be “preferred” if the candidate shows strong tech fluency.
What bias-free language can broaden my pool?
Use “We encourage candidates from all backgrounds to apply,” avoid physical requirements unless essential, and replace years-of-experience hard lines with skills/outcome statements (“Able to manage 30–40 daily jobs with accurate documentation”).

Related roles to consider (and when to hire them)

If your main gap is real-time incident handling and ETA management, a Dispatcher is the right first hire.

Add a Scheduler when forward planning, capacity models, and preventive maintenance windows need dedicated ownership.

Hire a Logistics Coordinator when carrier management, freight documentation, or cost control across lanes is the priority.

For quality and coaching in high-volume environments, a Call Center Supervisor can lift ASA/AHT and script adherence while dispatchers focus on routing and exceptions.