Dispatching 101
This month's in-service is called "Dispatching 101." This month we are going to be looking at the basics of dispatching. We will be taking a quick glance at some of the basic skills and techniques that we learned when we first entered this profession. The topics that we will be covering in this segment are Call Taking 101, Calming Techniques, and Basic Radio Dispatching.
Some of you may be wondering why we would even want to go back to the basics. Maybe you have been in this profession for the past 5 or 10 or 15 years, or maybe longer, and you think you are way beyond the basics. Well, I would submit to you that anytime we feel we are too experienced to go back to the basics, that is the time when we most need to.
Why look at the basics? Well first of all, the basics work. They always have worked and they always will work. That is why you were taught them in the first place.
Reflecting back on the basics may jog your memory as to some of the techniques that you have used in the past, but have forgotten, and it would be beneficial for you to start using them again. Letís face it. The basics work and it can never hurt to go back and revisit the techniques that we first started with.
Call Taking 101
In this section we will be covering the dynamics of call taking. The fundamental reason for call taking is to receive information in order to provide the necessary services to the caller. No matter what type of agency you work for, one of the most important aspects of your job will be call taking. For this reason it is essential that you have excellent call-taking skills.
At times call taking can be very difficult. In many instances the information you need will be very difficult to retrieve because the caller is in an emotional state and not able or not willing to give you the information you need. Sometimes callers may not be able to give you all of the information you need because they just do not know. While in many instances you should be able to get all of the information you require, you need to remember that there will be times when you will have to go with the information you are able to get, even if it is limited.
Before we get to the mechanics of call taking there are several important points that you will always want to remember.
- Each incoming call should be answered immediately or as quickly as possible and treated as an emergency until you know otherwise.
- The call taker receiving an outside call is often the first link with the often frightened or indignant public. First impressions are extremely important in gaining and keeping control of an incoming call.
- Each call answered is an opportunity for call takers to be ambassadors for their department by providing professional assistance. A tactful and efficient call taker is most impressive to persons needing assistance.
- Call takers should refrain from giving any legal or medical advice over the telephone. Allow callers to take whatever steps they feel are necessary to protect themselves. It is not your responsibility to advise callers what to do to protect themselves.
- At no time should a call taker state or imply service delivery. Statements such as "We will get someone right out there" should not be made.
Now, let’s take a look at some basic guidelines you can follow that will help you become more proficient in this area.
When answering incoming calls for service it is important that you remember the 6 W’s. Who, What, When, Where, Why and Weapons, when warranted. Another thing to keep in the back of your mind as you are handling incoming calls is, "If I were en route to this call, what information would I like or need to have in order to handle it safely?" Although some may disagree with the order in which we should gather this information, what is most important is that we gather as much information as possible for the units responding to each call.
The first area that we are going to discuss is “Where.”
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