A Dispatcher answers emergency calls and relays information from callers to the appropriate police, fire or ambulance staff. Speaks calmly with callers to get the information needed for emergency personnel. Keeps detailed records of calls and responses.
Last-Mile / Residential Delivery Experience This is an active dispatch position responsible for overseeing high-volume residential last-mile delivery routes. The dispatcher must remain engaged throughout the shift, continuously monitoring route performance, communicating with drivers, and identifying potential problems before they become escalations. Dispatcher Role & Purpose The Dispatcher serves as the central point of communication and operational control between our drivers, dispatch team, management, and customer. This is not a position where the dispatcher waits for a driver or customer to report a problem. The dispatcher is expected to actively monitor operations, recognize issues early, and take action to keep routes moving toward successful same-day completion. The dispatcher must coordinate whenever a driver requires direction, approval, assistance, or intervention and ensure that unresolved issues are escalated appropriately. Primary Responsibilities Actively monitor all routes throughout the shift , including route progress, stop completion, delays, extended periods of inactivity, and estimated completion times. Identify delayed, stalled, or at-risk routes early enough to take corrective action. Prioritize issues based on their potential impact on same-day route completion and customer service . Maintain consistent communication with drivers and remain attentive and responsive to urgent calls and messages. Contact drivers proactively when route activity or performance indicates a potential issue rather than waiting for the driver to reach out. Coordinate driver support, route recovery, rescues, or other operational intervention when necessary. Keep driver assignments, route statuses, attendance information, and operational notes accurate and current throughout the shift . Record important driver interactions, instructions, incidents, escalations, and outcomes. Escalate significant operational concerns to management promptly and provide clear information about the issue and actions already taken. Maintain awareness of the entire operation , not simply individual driver requests as they arise. Primary Goal The primary goal of the Dispatcher is to maintain real-time visibility and control of active delivery operations so that problems are identified and addressed before they jeopardize route completion. A successful dispatcher should be able to answer at any point during the shift: Where are our drivers? Which routes are on pace? Which routes are falling behind? What issues require immediate attention? And what action is being taken to resolve them?
