Key Responsibilities and Required Skills for Unit Dispatcher

🎯 Role Definition

A Unit Dispatcher coordinates the deployment and movement of public safety and transport units (ambulance, fire, police, non-emergency transport) through real-time call-taking, CAD management, radio communications, and resource allocation. The Unit Dispatcher maintains situational awareness, prioritizes incidents, provides pre-arrival instructions when required, documents activity in records management systems (RMS/CAD), and acts as the communications hub between field responders, supervisors, partner agencies, hospitals, and the public. This role requires calm decision-making under pressure, excellent communication skills, and proficiency with emergency dispatch systems, policies, and multi-channel communications.

📈 Career Progression

Typical Career Path

Entry Point From:

911 Call Taker / Emergency Communications Telecommunicator
Emergency Medical Technician (EMT) or Paramedic moving into communications
Police communications clerk or administrative support in public safety

Advancement To:

Senior Dispatcher / Lead Dispatcher
Dispatch Supervisor / Shift Supervisor
Emergency Communications Manager / Operations Manager

Lateral Moves:

CAD / RMS Specialist or Analyst
Training Officer / Quality Assurance Analyst
Communications Systems Technician (radio/CAD/telephony)

Core Responsibilities

Primary Functions

Receive, triage, prioritize, and document emergency and non-emergency calls using multi-line phone systems and Computer-Aided Dispatch (CAD); apply standardized protocols (e.g., EMD/ProQA) to determine call severity and required response.
Dispatch appropriate units (ambulance, fire apparatus, police patrol, transport vehicles) using CAD, AVL/GPS, and radio systems; ensure optimal unit selection based on proximity, capability, and current assignments to maximize response efficiency.
Maintain continuous radio and data communications with field units, update unit statuses (en route, on scene, transport, available), and reassign resources dynamically in response to changing incident conditions and mutual aid requests.
Provide pre-arrival medical, fire safety, or law enforcement instructions to callers when trained (Emergency Medical Dispatch protocols), delivering clear, measured directions (CPR, bleeding control, evacuation) while simultaneously dispatching units.
Monitor multiple simultaneous incidents, balancing workload, preventing resource conflicts, and escalating critical situations to supervisors or incident command as needed.
Use mapping, GIS, and CAD overlays to identify incident locations, hazards, optimal routing, and staging areas; advise units on access issues, road closures, and scene safety considerations.
Enter accurate, complete incident data into CAD/RMS including call notes, unit movements, patient demographics, times (dispatch, en route, on scene, cleared), and disposition codes to ensure legal, operational, and billing integrity.
Coordinate interagency responses (fire, EMS, police, public works, hospitals) and mutual aid agreements, facilitating cross-jurisdictional communication and ensuring proper unit integration into incident operations.
Track and manage critical resources such as specialized response teams, air-medical requests, hazmat assets, and heavy rescue units; notify supervisors of resource shortages or prolonged commitments.
Initiate notifications and page volunteer or on-call personnel using mass notification systems, tone alerting, and automated paging; confirm responses and redistribute tasks to maintain adequate coverage.
Conduct radio discipline, maintain clear and concise transmissions, and enforce agency communication protocols and phonetic standards to reduce misunderstandings during critical events.
Monitor alarm systems, telemetry, CAD alerts, and automated incident feeds; initiate immediate verification, dispatch, and escalation for confirmed alarms (fire/sprinkler/medical alert systems).
Coordinate patient destination decisions with hospitals, considering bed availability, specialty care needs, and trauma/ stroke/ STEMI center designations; notify receiving facilities of incoming patients and ETA.
Maintain continuity and handoff protocols for shift changes, documenting open incidents, pending tasks, and resource allocations to incoming dispatch personnel.
Support incident command during large-scale events by establishing clear communication channels, maintaining unit assignment lists, and updating incident logs and timelines for after-action reports.
Implement and enforce compliance with legal, regulatory, and privacy standards (HIPAA, CJIS, local ordinances) during call handling, data entry, and information sharing with partner agencies.
Conduct quality assurance by reviewing recorded calls and radio transmissions for accuracy, compliance with protocols, and customer service standards; prepare corrective feedback and training recommendations for staff improvement.
Troubleshoot and report technical issues with CAD, radio consoles, telephony, and recording systems; coordinate with IT and communications vendors to restore services and maintain redundancy.
Participate in planning and execution of emergency preparedness exercises, drills, and simulations (active shooter, mass casualty, natural disaster), documenting lessons learned and updating dispatch procedures.
Respond to complex or sensitive incidents (child/elder abuse, mental health crises, multi-victim scenes) with discretion and adherence to agency policies; escalate to supervisors or specialized teams when required.
Maintain inventory of communications equipment, supplies, and backup power systems; perform routine checks and coordinate repairs or replacements to ensure mission-critical readiness.
Document post-incident information for billing, legal subpoenas, or internal investigations; compile data and contribute to after-action reviews and performance metrics reporting.
Provide community-facing communications support during public information campaigns or emergency operations centers (EOC), coordinating messaging with PIOs and leadership as necessary.

Secondary Functions

Assist with onboarding and training new dispatchers, delivering classroom and on-the-job coaching on CAD, radio procedures, EMD protocols, and stress management techniques.
Support a QA/QI program by sampling calls, identifying trends, drafting policy updates, and tracking compliance with KPIs such as response time and call-answer benchmarks.
Prepare and distribute operational reports, shift logs, performance dashboards, and call-volume analyses to supervisors and stakeholders for resource planning.
Participate in policy and procedure updates, recommending improvements to dispatch workflows, mutual aid agreements, and technology integrations.
Serve as liaison to IT, radio shop, and vendors during system upgrades, testing, and cutover events, ensuring minimal operational disruption.
Coordinate non-emergency transport scheduling, cancellations, and confirmations while optimizing routing and patient consideration requirements.
Maintain situational awareness boards and incident mapping for supervisory staff and emergency management personnel during planned events and major incidents.
Facilitate cross-training opportunities with EMS, fire, and police departments to improve interoperability and shared understanding of field operations.
Provide input to staffing models, assist with overtime coordination, and recommend scheduling changes to maintain adequate coverage during peak demand.
Participate in community outreach and education events (CPR awareness, emergency preparedness) representing the dispatch center and promoting public safety initiatives.

Required Skills & Competencies

Hard Skills (Technical)

Proficient in Computer-Aided Dispatch (CAD) systems (experience with Tyler, Spillman, TriTech, Tritech Inform, Motorola, CentralSquare, or similar).
Strong radio communications skills with familiarity operating multi-channel VHF/UHF/P25 radios and console systems.
Experience with Emergency Medical Dispatch (EMD) protocols and software (e.g., ProQA) and ability to deliver pre-arrival instructions.
Knowledge of Automatic Vehicle Location (AVL), GPS mapping, GIS layers, and shortest-route determination in CAD.
Typing speed and accuracy under pressure (recommended 40+ WPM) and high-volume data entry skills.
Familiarity with Records Management Systems (RMS), incident reporting, and export of CAD data for analysis.
Understanding of incident command systems (ICS/NIMS) and ability to maintain structured incident logs and unit assignment rosters.
Proficient with multi-line telephone systems, 911 telephone equipment, and enhanced 911 (E9-1-1) features.
Working knowledge of HIPAA, CJIS and local privacy/security requirements for handling sensitive information.
Competent with Microsoft Office (Excel for basic analytics, Word, Outlook) and experience generating operational reports and dashboards.
Ability to operate and troubleshoot recording systems, mass notification/paging platforms, and alarm verification tools.
Experience coordinating interagency communications and mutual aid protocols, including hospital notification procedures (STEMI/TRAUMA/STROKE routing).

Soft Skills

Exceptional verbal and written communication; conveys critical information clearly and concisely to callers and field personnel.
Strong multitasking and prioritization skills; comfortable managing multiple calls and radio channels simultaneously.
Calm, decisive problem-solving under high stress with demonstrated situational awareness and sound judgment.
Empathy and de-escalation skills when interacting with distressed, frightened, or agitated callers.
Team-oriented with ability to coordinate across shifts and work collaboratively with supervisors and partner agencies.
Attention to detail and strong organizational skills to maintain accurate logs, timelines, and records.
Adaptability and resilience; ability to pivot quickly during major incidents or system outages.
Conflict resolution and interpersonal skills to manage disputes and provide constructive feedback.
Time management and ability to meet performance metrics and response-time targets.
Continuous learner mindset; open to training, protocol updates, and technology adoption.

Education & Experience

Educational Background

Minimum Education:

High school diploma or GED required.

Preferred Education:

Associate degree in Emergency Management, Criminal Justice, Public Safety, Communications, or related field preferred.
Certifications such as Emergency Medical Dispatcher (EMD), CPR, APCO/NENA telecommunicator certifications a plus.

Relevant Fields of Study:

Emergency Management
Criminal Justice / Public Safety
Communications / Information Systems
Health Sciences (for EMS-focused centers)
Fire Science

Experience Requirements

Typical Experience Range: 1–5 years of dispatch or call-taking experience; entry-level candidates may be considered with strong multi-tasking and communication skills plus relevant training.

Preferred:

2–4+ years of experience as a 911/EMS/Fire/Police dispatcher or in a high-volume communications center.
Demonstrated proficiency with CAD systems, radio consoles, and EMD protocols.
Previous experience in multi-jurisdictional or multi-agency environments and on-call/mass-casualty event participation.
Certifications: EMD/ProQA, NIMS/ICS (100/200), APCO Telecommunicator or equivalent preferred.