Dispatcher duties and entry requirements
Fire and Emergency Dispatchers help everyone, from distressed members of the public to the responding team who need the right information. But it’s not a role for everyone.
What are the duties of a Dispatcher?
Working in one of our three Communications Centres in Auckland, Wellington, or Christchurch, you’ll be using radio and telephone, computerised mapping systems and our computer-aided dispatch systems to:
- interface between the public and our fire crews
- allocate the right resources to events
- maintain contact with the responding teams as the event progresses
- support fire crews and specialist response teams, by providing information and allocating additional resources where required
- monitor the status of our fire appliances and ensure there are enough resources available to respond to further emergencies
- collect operational information about the event to help us report on our performance, such as response times
- liaise with other services like Police, Ambulance and utilities, for events as required.
What does it take to be a Dispatcher?
It’s essential that we can respond to emergencies at any time, every day of the year. That’s why Dispatchers work to a structured roster of four days on (two-12 hour shifts and two-12 hour nights), and four days off.
The primary skills and qualities of a Dispatcher include:
- selfless dedication to helping the community
- a high-level of computer literacy (typing speed of 45 words per minute or more at 100% accuracy)
- excellent attention to detail and strong self-management
- the ability to multitask under pressure, with a high-level of accuracy
- the ability to work cooperatively and constructively in a team
- exceptional communication skills and the ability to build rapport with a wide range of people
- resilience in the face of traumatic situations
- a calm, logical approach to problem-solving
- ideally, previous experience in a communications centre or similar customer service role, with a strong customer focus and can-do approach.
One role, many skills
As the point of contact between the public, our fire crews, and other emergency services, you’ll need exceptional communication, problem-solving and multitasking skills.
In a matter of moments, you’ll be sharing information across different platforms, making decisions and planning the best response. You’ll need to think fast, type fast, know your way around the New Zealand landscape and remain calm, whatever the event brings.
Communication is critical
In the space of just 90 seconds, you’ll be communicating with a wide range of people with very different needs.
You’ll speak to members of the public who could be injured, distressed or intoxicated. You’ll liaise with our fire crews and other emergency services who need fast, accurate information as the event unfolds. You’ll need to make sure the incoming shift has all the information they need.
You’ll communicate widely within the organisation to help us maintain our standards and meet our goals. Whether you’re speaking over the phone, on the radio or face-to-face, our ability to function relies on your ability to build rapport and communicate effectively.
Next-level multitasking
Being a Dispatcher and a 111 Call Taker means doing many things at once - and doing them all like a total professional. Your ability to do multiple jobs at once enables the rest of the team to do theirs.
The moment a call comes in, you could be switching between the telephone, our Computer Aided Dispatch system, your team in the Communications Centre and radio communications with fire crews.
You also need to be on the ball with our database and the software we use. Not only that, you need to know the landscape and even the conditions on the road.