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People across the United States rely on Dispatchers for information, assistance, and even their health and safety in emergencies. As Dispatcher, your ability to respond to these situations is an important part of what makes any company or public organization operational and successful.
With that in mind, it’s no wonder potential employers are always looking for capable and qualified candidates.
While applying to a new Dispatcher position is exciting, you’ll want to be on your A-game for your interview. After all, the hiring manager will want to ensure that you can handle high-pressure situations and remember any important information you need to know when dealing with clients.
Therefore, it’s important that you go into your interview fully prepared to answer any related questions they might throw your way.
Fortunately, because hiring managers often ask similar questions and look for similar answers, the samples in this article can help you strategize for your interview.
Key Takeaways:
Dispatcher candidates should highlight their communication and problem-solving skills while in the interviewer.
Interviewers should ask dispatcher behavioral interview questions to get an understanding of how the candidate handles different situations.
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With those tips in mind, here are 15 common Dispatcher questions and recommended sample answers. Keep in mind that when you’re answering questions, you should try to personalize them as much as possible.
Tell me about yourself
Employer's intent: This is a common interview question that is often asked at the start of the interview. It's often just an icebreaker question to get to know you a little better. Your answer should highlight your relevant skills and qualifications.
Example Answer:
I have five years of working in a fast paced dispatching environment where I developed strong skills in handling emergency calls, coordinating resources, and ensuring the safety and well being of others. In my previous roles, I always demonstrated the ability to remain calm and composed under pressure.
I am excited about the opportunity to bring my skills, experience, and passion for heling others to help contribute to the success of your team as a dispatcher.
Why do you want to be a 911 dispatcher?
Employer's intent: The interviewer wants to understand your motives and reasoning behind being a dispatcher. It can be a stressful and demanding position. Your answer should convey your passion and understanding of the challenges of being a 911 dispatcher.
Example Answer:
I want to be a dispatcher because I have a deep desire to make a positive impact and help others in need. Being a 911 dispatcher allows me to contribute to the safety and well being of individuals.
Why should we hire you?
Employer's intent: The interviewer is looking to see how you sell yourself. Your answer should highlight your relevant experience, technical skills, and communication abilities.
Example Answer:
I have five years of experience working as a dispatcher where I successfully handled emergency calls and prioritized incidents. I am highly proficient in using computer-aided dispatch systems, mapping software, and radio communication tools.
I'm passionate about making a positive impact in emergency situations and heling those in need. I believe with my track record, technical proficiency, and passion for helping others, I would make a valuable contribution to your team.
What are your strengths and weaknesses?
Employer's intent: The interviewer asks this type of question to see how self-aware you are and if you are able to be honest about your weaknesses. Your answer should showcase your strengths while also showing your willingness to improve and grow with your weaknesses.
Example Answer:
My greatest strength is staying calm and composed under pressure. I am able to handle high-stress situations and make quick decisions while also maintaining clear and effective communication.
My weakness would be being overly critical of my own work. Since attention to detail is critical to this role, I am conscious of maintaining a balance and avoiding unnecessary delays or excessive time spent on any non-critical tasks.
How do you work under pressure?
Employer’s intent: Dealing with several important and potentially frantic phone calls all at once can be incredibly stressful and overwhelming. For that reason, the hiring manager will want to ensure that you can handle high-stress situations. Try to combine a real-life example of your stress management while also focusing on what strategies you use to cope with pressure.
Example Answer:
I actually find that I’m able to hone my focus more and achieve positive results when I’m handling high-pressure situations. For instance, I’ve handled hundreds of emergency calls, from home invasions to traffic incidents. In these situations, I know that I need to keep a level head and follow protocols to achieve the best results.
Where do you see yourself in five years?
Employer's intent: They are trying to get an understanding of what your long term goals are. They also want to see if those goals include the company.
Example Answer:
In five years I hope to be a subject matter expert in dispatch operations. To do this, I plan to seek out opportunities to expand my knowledge and skills in emergency protocols, technology advancements, and best practices in the industry.
I also hope to take on more responsibilities and leadership roles such as mentoring new dispatchers or leading training programs. I hope to continue making an impact and contribution to this company as much as possible.
Are you familiar with dispatching equipment?
Employer’s intent: To gauge your understanding of the field, so they can see if you’re a qualified candidate. Explain what you know to the best of your ability without rambling too much.
Example Answer:
I have five years of experience working at a Dispatch Console where I utilized our ServiceTitan dispatch software to receive calls, operate a radio system, and monitor data. We also regularly update our systems, so I have no problem learning and adapting to changes with my equipment.
If you were unable to understand someone you were on the phone with, how would you respond to the situation?
Employer’s intent: In the case of an emergency, callers may be screaming, crying, or unable to articulate properly. Therefore, employers want to ensure that you can resolve a phone call, even when the caller is difficult to understand. The best way to answer this question is to provide an example of a time you dealt with this in the past.
Example Answer:
Initially, I would request that the caller slow down and reassure them that I was there to help. In the event of an emergency, I’d ask them questions about their name and current location so I can regain their focus and resolve the situation as quickly as possible.
For example, I once received a call where a woman was panicked and crying. While I couldn’t understand her at first, I followed the steps mentioned and got her to disclose her location as fast as possible. Being able to radio office her location right away potentially saved her child’s life, as the child had experienced a serious allergic reaction to a new food.
In the event of an emergency phone call, what would be your response?
Employer’s intent: To test if you know the proper protocols for dealing with emergency situations, simply give a step-by-step example of how you would respond.
Example Answer:
First and foremost, I would ask the caller what their emergency was, and if necessary, attempt to de-escalate the situation. After receiving more information, I would request their name and location.
If possible, I would keep the caller on the line and continue asking them questions while help is on the way in order to collect as much crucial information as possible, monitor the situation, and keep the individual calm.
Tell me about a time you dealt with a stressful phone call. How did you resolve the situation?
Employer’s intent: To assess your ability to resolve and de-escalate. This is a behavioral interview question, so give an example you’ve pulled from your previous experience.
Example Answer:
One time I received a call from an individual who’d been in a traffic accident. He frantically explained that his wife was unconscious and that there were others on site who had been injured. I asked him for his name and location, as well as if he could give me any details about the others who’d been injured.
Immediately after, I informed the police and the hospital, who arrived on the scene as quickly as possible. Though the situation was extremely nerve-wracking, I followed protocols, and everyone on the scene received treatment as quickly as possible. No one died that day.
How do you stay organized when you’re dealing with multiple important tasks?
Employer’s intent: To assess your prioritization skills when dealing with multiple calls or any other important situations. Provide an example of your ability to multitask and act decisively when necessary.
Example Answer:
I believe prioritization is an important part of my work, especially when dealing with multiple important tasks at once.
For instance, if I was receiving a phone call from a gentleman who was angry about local kids trespassing on his land while also receiving a call from the victim of an armed robbery, I would ask the first caller for their information, and then ask that they be put on hold while I deal with the robbery situation first, which has a higher risk of danger. While I would ensure to dispatch officers to both locations, I would prioritize communicating with the victim of the robbery, so I could ensure they weren’t in danger anymore and collect valuable information about the assailant.
Tell me about a time you had to act decisively without the presence of your supervisor.
Employer’s intent: To gauge your leadership and decision-making skills. After all, in a job that regularly deals with addressing potentially dangerous situations, it’s important that you have an understanding of how to respond to those situations on your own.
Example Answer:
During the absence of my supervisor, I received a call from a home phone that seemed muffled and nearly incomprehensible. The call ended with the sound of stomping and an indescribable scream. Though I lacked any information, I quickly tracked the location of the home phone and dispatched two officers to the location.
As it turns out, there had been a home invasion, and my actions may have saved the lives of a mother and two daughters. Overall, through my experience, I know how to make the right calls and trust my judgement when I’m on a call.
How do you feel about being on the phone regularly?
Employer’s intent: To ensure that you’re comfortable and confident with your ability to take several phone calls throughout the day. Outline your experience handling a high volume of calls and your ability to stay focused despite the repetition.
Example Answer:
While the number of calls I received per day at my last job varied, I did have days where I handled upwards of 500 calls during my shift. With that in mind, I find that I’m extremely confident on the phone and am more than comfortable handling a high volume of calls.
How would you coach someone through a stressful situation over the phone?
Employer’s intent: To assess your empathy and de-escalation skills. If possible, provide an example of a time you successfully calmed someone down and resolved a difficult situation.
Example Answer:
While I would do my utmost to follow whatever protocols I’ve been provided with, I would also work to empathize with the caller, gather as much information as possible, and de-escalate the situation. For example, I once received a phone call from a woman who had been dealing with an unknown stalker.
When she answered the phone, she frantically reported that a man was in her yard. I informed her to lock her doors and asked her to disclose her name and location. She was panicked, but I stayed on the line and reassured her that help was on the way.
Although the man was gone once the police arrived, the questions I’d asked regarding his appearance led to the man’s arrest four days later.
How would you go about reassuring someone over the phone while also remaining objective?
Employer’s intent: To see if you know the appropriate way to communicate with distressed callers, as escalating the situation or asking the wrong questions can cause a whole plethora of problems. Describe how you would appropriately calm someone down.
Example Answer:
First and foremost, if the caller was extremely distressed, I would keep my voice level down and remain calm. Then, to empathize without breaking personal boundaries, I would treat their situation with importance and try to get them to focus on a particular task. This could be as simple as taking a few breaths.
Finally, while I wait for the police to arrive, I would continue to remind the person that I was there to help, and that assistance was on the way.
How would you respond to receiving an emergency call from a friend or family member?
Employer’s intent: To ensure that you know how to stay objective when taking calls regardless of who calls you, you need to respond the same way you would with anyone else.
Example Answer:
I would handle the call as I would handle any other and do my utmost to avoid an emotional reaction to the situation. Then, after I finished with the call, I would report the personal connection to my supervisor.
What would you do if you received a phone call and no one responded on the other end of the line?
Employer’s intent: To assess how well you understand protocols and your experience with a variety of emergency situations. Ensure you explain to the hiring manager that you would follow protocols like the 911 Silent Call Procedure.
Example Answer:
While silent phone calls could be anything from a misdial to a prank, I know the importance of not ruling out an emergency. In accordance with the 911 Silent Call Procedure, I would attempt to have the silent caller press certain buttons on their phone’s keypad to ascertain their location.
How do you prioritize important tasks or calls in the workplace?
Employer’s intent: When Dispatchers handle calls, they typically have to deal with multiple important tasks all at once. Ensure you explain to the employer that you have the essential prioritization skills needed to succeed in the workplace.
Example Answer:
I’ve handled everything from time-sensitive emergency calls to being flooded with several calls at once. If I were to be handling one of these situations, I would immediately respond to the most pressing emergencies first and ensure that I dispatched authorities as quickly as possible.
For instance, if I received a call regarding a traffic accident, I would first acquire the caller’s location and then immediately dispatch the police and even ambulances if needed.
Are you familiar with the criminal laws of this state?
Employer’s intent: Seeing as laws can vary per state, county or city, your employer will want to know that you understand the laws of the area you’ll be operating in. When you apply for the position, do some research on local laws.
Example Answer:
Oh yes, I’m very familiar with Massachusetts law. I once handled a call regarding an attack from a wolf-dog hybrid, which had been brought over from a new resident who’d previously lived in a different state.
As I was aware that hybrids of that nature are illegal in this state, I took action in accordance with the state’s laws and called the police and animal control to have the animal removed from the property.
What inspired you to pursue a career as a Dispatcher?
Employer’s intent: To understand your motivation for applying to the job, try to highlight your interest in helping others, or desire to work in a high-pressure environment.
Example Answer:
While I’ve always been well-spoken on the phone, I’m mainly inspired by my desire to help others. As a highly empathetic person, I find that my work as a dispatcher is highly fulfilling.
How familiar are you with the operation and use of computer-aided dispatch (CAD) systems? Can you provide an example of a situation where you successfully utilized a CAD system to efficiently dispatch resources?
Can you explain the process you follow to prioritize emergency calls and non-emergency calls? How do you ensure that the appropriate resources are dispatched in a timely manner?
In a high-stress situation, how do you maintain composure and effectively communicate with callers and emergency responders? Can you provide an example of a time when you demonstrated strong communication skills during a challenging incident?
How do you handle situations where conflicting information is provided by multiple callers during an emergency? Can you describe a specific incident where you successfully resolved conflicting information to dispatch appropriate resources?
What steps do you take to ensure accurate and complete documentation of all calls and dispatch activities? How do you maintain confidentiality and ensure sensitive information is protected?
Can you explain your understanding of geographical mapping systems and how you utilize them to assist in accurate location identification and resource dispatch?
How do you handle situations when emergency responders request additional information or assistance while on-site? Can you share an example of how you effectively coordinated with emergency personnel to provide the required support?
Have you worked with radio communication systems, such as two-way radios or police scanners, in a dispatching capacity? How do you ensure effective and efficient communication with field units using these systems?
How do you stay informed about current emergency protocols, local regulations, and policies that affect dispatch operations? Can you provide an example of a situation where you applied this knowledge to make a critical dispatch decision?
Can you describe a time when you had to handle multiple incoming emergency calls simultaneously? How did you manage the situation and ensure that each call received the necessary attention and dispatch action?
Considering the fact that being a Dispatcher requires you to react effectively and appropriately to various situations, you’ll assuredly be asked a few behavioral interview questions. These questions will likely entail the hiring manager inquiring that you “tell them about a time when…” or “describe a time where…” kind of question.
Behavioral interview questions show how you reacted to a previous situation, and the hiring manager asks them because he or she wants to understand how you might react in the future.
Given that, you’ll want to be prepared with a story about a time you effectively managed whatever situation you’re asked about; maybe you have experience communicating with panicked individuals, dealing with multiple emergencies at once, or addressing a complicated situation over the phone.
Regardless of the example you choose, take the time to prepare your answer before you go into your interview. Remember, focus on how your actions contributed to achieving positive and effective results, and pinpoint a few traits that the hiring manager will be looking for.
Some of these traits include leadership, prioritization, decisiveness, objectivity, stress resistance, empathy, and focus.
As the Candidate:
Highlight your communication skills. Communication skills are important when in the dispatcher field. You should highlight your ability to communicate in high stress situations.
Bring your copies of certifications. Since the most common degree for a dispatcher is a high school diploma, be sure that you bring a copy of your Emergency Medical Dispatcher Certification to give to your interviewer.
Review technical skills. Be sure that you review your knowledge of CAD systems, mapping software, and radio communication systems commonly used in these roles. It's also important that you are familiar with the emergency protocols and call prioritization.
As the Interviewer:
Ask dispatcher behavioral interview questions. Behavioral interview questions allow you to assess how the candidate will respond in certain situations. Be sure that you listen to their answers for examples from their past experiences.
Focus on their skills. Focus on what skills they say they have. Really focus on the soft skills such as communication and multi-tasking, and empathy skills because those are important for the position. You should also focus on how they solve problems and handle stressful situations.
Ask for certifications. Ask for the certifications from the candidate. This should include the Emergency Medical Dispatcher Certification as well as any other classes or courses they have taken to help in their career.