Instructions for emergency dispatch service dispatcher

People of different professions work in housing and communal services, all of them are united by one goal of creating a life in coziness and comfort for consumers. Of particular importance is the position of dispatcher, which is necessary to create a connection between clients or individual specialists. The dispatch service employee responds to deteriorating quality of services and other problems that arise with clients in order to offer the best way out of the current situation.

Features of work

A representative of the emergency dispatch service (ADS) manages the work process; the timely completion of assigned tasks depends on proper regulation. The specificity of the profession is direct subordination to the head of the organization, who is responsible for the appointment and dismissal of dispatchers.

The position of dispatcher is occupied by people with special education and experience in housing and communal services for more than a year.

The specialist fully complies with the job description of the housing and communal services manager, which describes all duties and methods of implementation. The work requires the fulfillment of the following obligations:

communication between consumers and housing and communal services workers;
maintaining information about the entrusted area up to date;
quality control;
preparation of documentation, filling out forms.

The dispatcher is responsible for compliance with the requirements of the job description. This document is created by the head of the HR department; all provisions comply with Russian legislation, the Labor Code of the Russian Federation and regulations governing the activities of the organization.

Main goals

The main tasks of the dispatcher of the unified integrated duty and dispatch service are:

2.1. Reception and immediate communication of signals to bring the local government and civil defense to the highest degree of readiness, timely communication of the relevant signals to the head of the municipal district administration.

2.2. Organization of collection, processing and exchange of information about accidents, incidents, fires, crises and emergencies, notification of emergencies and coordination of the actions of the duty dispatch service, constant readiness forces, emergency rescue units during emergency response.

2.3. Generalization and analysis of information about emergencies, forecasting the scale of their development and consequences.

2.4. Keeping records of incidents, crises and emergencies occurring in the area, the progress of work to eliminate them, summarizing the current operational situation and submitting established reports and reports.

2.5. [Other tasks].

Contents of the instructions

The housing and communal services manager receives instructions consisting of the following elements:

general provisions (requirements for a job applicant and features of its execution);
rights;
responsibilities;
responsibility (describing the consequences of improper performance of duties).

Before being hired, the dispatcher must have experience working in housing and communal services or another similar organization providing utility services. This is required for the precise performance of duties (time and quality are equally important). High-level knowledge will not help you correctly navigate a difficult situation if you have no idea about the operating features of this system.

To perform his duties, the dispatcher has the following knowledge:

repair technology;
the specifics of the territory in which the work is carried out;
the procedure for providing customers with all types of public services;
methods of transmitting information about emerging problems to repair teams in a short period of time;
ways to inform the population about preventive shutdowns of communications;
features of drawing up documents and transferring them to the archive according to established templates;
safety precautions for employees in different types of work.

Failure to comply with instructions or improper performance of duties results in liability to the management company in the form of deprivation of position or compensation for damage caused.

Responsibility arises for false information to the public, incorrect instructions for craftsmen, violations of laws and job descriptions, damage to equipment and various tools due to incorrect instructions. The ADS instructions clearly spell out all the consequences for errors and violations.

Rights and obligations

In order for the dispatcher to perform maintenance correctly, he is granted certain rights. The employee has the right to participate in the discussion of plans and calendar events on which his work depends. Conditions are created for the dispatcher in which he can perform his duties. He must dispose of the necessary property and demand repairs to the equipment used. The rights include making proposals to improve the level of services.

The manager of the management company has the following responsibilities:

answering calls from the organization’s clients and providing them with reliable information;
consideration of applications by telephone and in writing about accidents that have occurred;
maintaining a journal in the prescribed form in which all customer complaints and requests are recorded;
transfer of information about complaints to the service that verifies this data;
transfer of information to employees who notify the population about preventive shutdowns and
the timing of operations to repair and restore water supply, gas supply, electricity supply, etc.;
informing the person from management responsible for implementation about the work;
control over the timing and quality of repair and preventive operations.

Description and characteristics of the profession

In Russia, air traffic management is a whole complex process that ensures the interaction of control centers that are part of the EU ATM structure (which stands for Unified Air Traffic Management System). The airspace is divided into areas of responsibility of control towers and classes, and depending on the type of tasks performed, they are distinguished separately:

planning centers working to make more efficient use of airspace from the time a flight plan is issued to its closure;
air traffic controllers' stations involved in direct traffic control from the moment the engine is started until taxiing to the parking lot at the destination airfield.

In accordance with the flight planning area, three types of EC ATM units are distinguished: Main Center (GC), Zonal Center (ZC) and District Center (RC). In each of them, according to zoning, they collect and process submitted (FPL) and recurring (RPL) flight plans, control the planning process of both scheduled and non-scheduled flights in Russian airspace and on international airlines (IC), forecast airspace needs and etc. There are also control centers for local airlines and flight information centers.

The separation of air traffic stages also implies the separation of control centers throughout the flight. The dispatcher's workplace at the airport is the control center tower. This is a room located at an altitude of several tens of meters with huge windows, equipped with computers, monitors displaying air and meteorological conditions, a signal board, radio engineering means of navigation and communication, charting tables, table-sign indicators, binoculars, and finally, a comfortable durable chair.

The dispatch “crew” consists of a radar control air traffic controller, who controls the aircraft, and an assistant, a procedural control controller, who deals with approvals. In the hall, literally and figuratively, the senior air traffic controller (shift supervisor) and the flight director stand behind him.

The peculiarity of working as an air traffic controller is that at any moment an extreme situation may arise in which a decision must be made as quickly and clearly as if the usual schedule was followed. But anything can happen: the plane’s radar system or even its engine may fail, fog may fall on the runway, etc. Sometimes, due to deteriorating conditions, the strip is not visible either to the naked eye or through binoculars. In this case, there are well-established procedures for coordination using instruments and runway lights, but tension increases at such moments. As one experienced air traffic controller admitted in an interview: “For us, any situation is normal.” However, in aviation there is such a thing as an “aircraft incident”. The decision to declare an “alarm” or “distress” stage (for example, failure to extend the landing gear during landing) is made by the flight director.

Before starting a shift, an air traffic controller undergoes a mandatory medical examination. The working day lasts, as a rule, seven hours with a break of at least 20 minutes every two hours. A break is necessary to relieve tension, which grows and accumulates very quickly at the console, increasing the risk of error, so fatigue is unacceptable.

Since the profession of an air traffic controller is associated with a constant high psycho-emotional load, it gives the right to an early pension.

Hiring and beginning of duties

Before being appointed to a position and starting work, the dispatcher undergoes the necessary instructions and makes sure that the conditions correspond to the possibility of fulfilling the designated obligations. Hygiene requirements are observed at work; smoking and eating in the workplace are not allowed. This can distract from the situation when you need to emergency shut off the water or electricity supply to prevent dangerous consequences.

Working as a dispatcher requires concentration; this employee becomes an example of responsibility for the rest of the company's employees. He must quickly respond to emergency situations, advise end users, fill out paperwork based on samples, and control the work process. Proper organization of work and resistance to stress are required to accurately perform duties.

The dispatcher profession has always been very important and for this reason specialists in this field have always been in demand.

There are several types of work as a dispatcher and each type has its own characteristics.

In this article, we will tell you in detail about this profession, and also present to your attention a sample job description for a dispatcher of a housing and communal services management company.

Read more: Why does the customer carry out prequalification selection?

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Salary most often depends on the employee. Especially in the field of sales of goods and services.

Therefore, there is no clear answer to the question of how much a call center operator earns. On average, a newbie will earn from 18 to 25 thousand rubles, an experienced worker from forty to eighty thousand, sometimes higher (it all depends on the area and on what the salary is calculated for).

In fact, different companies accrue money according to different criteria. Somewhere the number of received calls is counted (i.e. the more, the better). Somewhere they don’t particularly monitor the quantity and are more interested in additional sales (again, the more additional sales the operator makes, the better). Well, somewhere they simply count how many calls turned into an application.

It is very important to have the skills of a good salesperson. For example, a customer may call to find out if a certain product is in stock

There are two options for the development of events:

Either you say, sorry no and the conversation with the client ends;
Or say that there is no such product, but there is a similar one and it’s on sale right now. In this case, the client is more likely to make a purchase, although he originally came for another product.

By the way, selling skills are not required everywhere. But if you want to work for a percentage of sales, you can’t do without it.

Well, as a bonus, I’ll say that the employer fully pays for the employees’ mobile communications.

Additionally: In general, I can’t say that this is a “dream job,” but it can be used as an intermediate point.

The only thing is that I would not recommend you to stay for a long time as a call center operator - it is really tiring and takes quite a lot of time.

Better master one of the popular remote professions - there you will earn more money and have fewer problems.

What kind of position is this?

Such an employee receives his salary for the fact that he is, as a rule, involved in managing and regulating the work process.
Such a person belongs to the category of specialists and reports directly to the head of the organization.

This position can be obtained by a citizen who has the appropriate education and work experience in the housing and communal services sector for at least 1 year.

Only the head of the company in which he works can appoint an employee to this position, as well as relieve him of his duties.

During the work process, the dispatcher must act in accordance with the charter adopted by the organization, the rules that regulate labor protection , internal labor regulations and safety precautions.

He must also strictly follow the job description. If situations arise when the dispatcher is absent for some reason, his work duties must be performed by a person who is appointed in a certain order.

By taking the place of his colleague, this citizen receives all his rights and takes on certain responsibilities.

Best Universities to Study

Rights, duties and responsibilities of the director of a management company in the housing and communal services sector

The most prestigious universities for obtaining specialized education include:

St. Petersburg State University of Civil Aviation.
Moscow State Technical University of Civil Aviation.
MAI – Moscow Aviation Institute.
South Ural State University (Chelyabinsk).

However, education does not end after graduation. The dispatcher needs to undergo advanced training every 3 years and, depending on the class, confirm a valid air traffic controller certificate every 1-3 years: the third class is confirmed annually, the second – once every 2 years, the first – once every 3 years.

Job description of housing and communal services manager

The job description of a management company dispatcher includes the responsibility to accept requests for various troubleshooting actions.

He must record them in a special journal.

Such requests come from duty officers who deal with issues related to the organization’s property complexes and residents.

The dispatcher must convey information regarding the need for repair measures to the person who holds the position of emergency service foreman or mechanics on duty.

Electricians working in operational areas should also receive information from this specialist. The direct responsibilities of the housing and communal services dispatcher include receiving a report from the emergency service master.

In addition to the foreman, such a document must be provided by workers on duty. The report must contain information about the work performed.

In addition, the housing and communal services dispatcher on duty undertakes to monitor all movements of the emergency service team.

Further, a specialist of this type undertakes to inform managers every morning at 9:00 about how many applications for work have been received and how much work has been completed for a given period of time.

Another job description for a dispatcher of the housing and communal services emergency dispatch service includes receiving and registering applications from specialists for the installation of bins intended for storing waste.

He must also carry out access control in the building where the organization’s management is located. According to the job description of the senior housing and communal services manager, he undertakes to ensure a smooth work process throughout the entire organization .

He must ensure that all production standards are met according to schedule.

The direct responsibilities of the senior dispatcher include maintaining full utilization of all production capacities of the organization.

As part of this, he can use any resources under his control.

Thus, it should contribute to the rational unloading of work equipment, increasing the shift ratio, and organizing appropriate conditions for the comfortable work of all employees of the company.

He must be involved in organizing planning of operational and production type, productive work of employees under his subordination.

The job description of the operator of the housing and communal services dispatch service includes operational type control. You need to control the progress of work and other types of core activities that the organization is focused on.

It is also his direct responsibility to prevent similar situations. If circumstances require it, then he has the power to involve various support services that exist in the organization in solving the problem.

He undertakes to control the work of the departments available in the organization.

Control over production-type transport, warehouses, as well as holding dispatch meetings is also an integral part of his responsibilities.

dispatch operator

GENERAL PROVISIONS
The operator of the dispatch service (dispatcher, operator) belongs to the category of specialists of the enterprise, is hired and dismissed upon the recommendation of the senior dispatcher, by order of the general director of the enterprise in accordance with the individual contract and the Labor Code of the Russian Federation;
The dispatch service operator reports directly to the general director of the enterprise, and also promptly reports to the senior service dispatcher;
The operator carries out round-the-clock work on the prompt transmission of information through the radio station “Alan”;
Maintains a dispatch log of orders, order sheets and other technical documentation, accounting and registration of violations of the operational work of the service. Reports received data on the progress of the service to the senior dispatcher or directly to the general director of the enterprise;
Assumes shifts according to the monthly schedule of the operator group;
When taking duty, the operator must check the condition of his workplace. All detected malfunctions must be immediately reported to the senior dispatcher or director. At the end of the shift, the operator must put his workplace in complete order;
In exceptional cases, leaving your workplace while on duty is possible only with the permission of the senior dispatcher or director;
The operator must be polite to subscribers and not argue with them.

EDUCATIONAL QUESTION REQUIREMENTS
Specialists who have a secondary specialized education and have undergone special on-the-job training are allowed to fill the position of dispatch service operator.

JOB RESPONSIBILITIES
The operator must know:

– communication systems used by the service and the basic rules for their operation;

– approved rules, instructions, manuals, tariffs;

– rules for conducting telephone conversations;

- safety regulations;

The operator must be able to:

– use communication means;

– immediately answer all telephone calls and calls from drivers;

– quickly transmit information using a radio station;

– organize the correct work of drivers, taking into account the priority and available

nuances in their work;

– accurately and legibly keep a shift log of orders and current statements;

To perform the functions assigned to him, the operator must:

– do not allow unauthorized persons into the control room;

– maintain confidentiality of information;

– follow instructions from management;

– observe the rules of competent communication, norms of official etiquette, official

subordination;

– ensure the safety of documents;

– monitor the availability of cars on the line.

– do not queue drivers who have not paid for orders on time;

– switch to another channel to transmit personal information;

– make all calls as “orders”, including personal ones. "Not by order"

Only personal trips of close relatives are included.

3.3.1. Prohibited:

– drinking alcoholic beverages and smoking in the control room;

– appearing at work while intoxicated;

– use drivers for personal purposes;

– create a conflict situation between service personnel.

Rights

The dispatch service operator has the right:

Contact the management of the organization for information on the preparation and maintenance of documentation;
Independently resolve issues related to unscheduled phone calls and visits from visitors;
Make proposals for the rational use of equipment and improved operation of the service.

Responsibility

The dispatch service operator is responsible for:

Maintaining confidentiality of information;
Preservation of property located in the control room premises;
Failure to use granted rights, violation of official subordination, poor quality and untimely performance of one’s duties;
Violation of labor regulations;
Illegal use of granted rights, as well as their use for personal purposes;
The occurrence of emergency situations due to his fault;
Timely and correct execution of the shift order book and statements.

THE JOB DESCRIPTION IS BASED ON:

– Qualification directory of positions, managers, specialists and employees. M, "Economics", 1989

– Documents on enterprise personnel, M.I. Basakov, 2000

Gene. director

Work every other day for women

Although this profession is not purely female, the fair sex can often be seen at the dispatcher’s console.

Naturally, no one will put a girl who recently came to this position on 24-hour duty.

For women, working as a dispatcher in housing and communal services in three days will require a little familiarization with this profession and acquiring certain professional skills that will only come with time.

As a rule, you can count on the first duty at the dispatcher's console only if you have at least one year of experience in this profession.

This unspoken rule exists not only because managers are worried about overwork that a young employee may experience.

Thus, management is primarily concerned about people who may need help.

Instructions for occupational safety for a dispatcher in housing and communal services

People who have undergone introductory instruction, a lecture on fire safety, and a training course in harmless work methods according to a program that takes at least 10 hours are allowed to perform work duties in this specialty.

Read more: Boundary plan for the redistribution of land plots

You also need to undergo training aimed at improving electrical safety.

People who do not have medical contraindications for performing direct duties are allowed to work.
During work, a specialist assigned to this position is required to attend repeated training aimed at improving labor safety. Such instruction should be carried out at least once every three months.
Unscheduled training must also be completed by an employee holding a similar position.
According to the order of the Ministry of Health, dispatchers are obliged to undergo a routine medical examination.
The dispatcher undertakes to comply with hygiene rules. He must also eat, smoke and rest only in specially designated areas. You should drink water from the installations that are created for this.
If an accident occurs, the dispatcher must be able to provide first aid to the injured people. At the same time, he must, without wasting a second, report problems to management in the person of a superior manager.

Responsibilities

What should a housing and communal services manager know?

After a candidate for the position of dispatcher undergoes training, he must have the following knowledge:

Purpose, operating parameters, management techniques that are used to effectively work with the dispatch console. This also includes knowledge of the principles of operation of a dispatch-type control system.
The future specialist must thoroughly study the software that is used in the supervisory control system. Knowledge of how to use the program is also necessary.
He must have a good understanding of the purpose and interpretation of signals received by the devices located on the dispatcher's console.
The candidate also needs to carefully study the job responsibilities of a housing and communal services dispatcher, and the provisions on the dispatch service specified in the legislation.
He must have a good understanding of what equipment should be included in the control panel.
Knowledge of the method of accepting applications and recording negotiations is necessary.
The future dispatcher needs to study in detail the order in which requests for equipment malfunctions are received and recorded.
You need to know what a person holding the position of dispatcher should do in the event of an emergency situation.
Oddly enough, the housing and communal services dispatcher must have some knowledge of the basics of psychology in order to calmly calm a person who, for example, is stuck in an elevator.

If we are talking about a specialist with the fifth qualification level, then he must have the same knowledge as mentioned above.

However, there is something he must study further, namely:

Labor legislation of the Russian Federation.
Fundamentals of labor organization and some methods by which personnel management can be carried out.
The period during which qualification type certificates continue to be valid.
Rules on the basis of which personnel services and training centers operate properly.
The procedure in which certain documentation is prepared, on the basis of which training or verification of the professional competence of personnel is carried out.

Functions of a senior dispatcher

As mentioned above, the senior (or chief) dispatcher has a very large number of responsibilities.

It will be possible to talk about them all, so it’s worth highlighting only the most basic functions. These include:

work on organizing efficient production and release of products;
implementation of methodological management of all available operator and dispatch services;
organizing optimal conditions for improving the level of qualifications of employees;
ensuring safe and relatively comfortable work at the dispatcher headquarters;
timely control over the progress of production;
ensuring timely receipt of all necessary documentation;
summing up the results of work at headquarters, presenting them to superiors and much more.

Recommendations

When a person calls the control room, his voice is very rarely calm and friendly.

Much more often people call when serious problems arise.

Thus, they immediately begin to shout at the innocent dispatcher without noticing it themselves.

Citizens who work on the phone have to learn to calmly react to the storm of emotions that literally gushing from the opposite end of the line.

The first thing the dispatcher should do is reassure the caller.

It is for this purpose that a specialist needs knowledge of psychology. After the person in trouble has calmed down a little, you can begin to explain something to him .

This sequence will be very helpful in cases where the caller’s request cannot be fulfilled immediately or its fulfillment is impossible in principle. This tactic prevents the flow of unflattering statements addressed to the dispatcher and, as a result, the loss of several million nerve cells.

How to earn more - useful tips and tricks

To earn more, you should follow a few tips. All of them were obtained from experienced remote workers and can be useful for beginners.

Here are some of them:

Tip 1. Choose a high-margin niche

These areas include: banks, financial organizations, trading firms, real estate companies.

Here, as a rule, bonuses for results are much higher.

Tip 2. Upsell

If you are a sales operator, do not forget to offer something from an additional catalog in addition to the main product/service.

Tip 3. Reduce the number of violations

Study in detail the regulation on fines adopted by your employer. Identify those that may be relevant to you. Take them under special control. If you forget to send a message to the chat about the start of work on time, set a reminder on your phone. Problems with timely sending of reports - Google calendar with notifications can help you.

You can learn from a professional about the pros and cons of working as an operator by watching the video.

Wage level

The salary of a person holding such a position directly depends on the region in which he works.

At the same time, his qualifications and experience also play a role.

Thus, a person who is just starting to work will receive from 15,000 to 25,000 rubles . Over time, his salary will increase.

This will definitely happen when he receives higher qualifications and accumulates a certain amount of experience. More experienced dispatchers receive from 35,000 to 45,000 rubles.