A skilled dispatcher improves response times and significantly reduces costs by managing schedules efficiently. They are proactively tracking live guard locations and coordinating with emergency responders to ensure quick action when it counts most. 

Read on to learn:

• How dispatchers improve response times and cut down operational costs
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• Essential skills every security dispatcher should have
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• Security dispatcher job description template you can customize for your hiring needs

Let’s get started by discussing a security dispatcher’s role.

In our article, we’ll share a security dispatcher job description as well as key tips for similar positions. 
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The critical role of a security dispatcher

Fast response times can be the difference between a good security team and a great one. Security dispatchers act as the central command center, coordinating seamlessly between your guards, clients, and any emergencies that arise. 

In fact, recently, there’s been growing investment in security companies in the US, like Multnomah County, which signed a $40 million contract for armed and unarmed security at county facilities earlier this year. 

Here's why skilled dispatchers are essential for any security company owner:

• Lightning-fast response: Dispatchers are trained to size up situations quickly and send the closest and most qualified guard to the scene. This translates to minimized response times, preventing a security breach before it spirals out of control.
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• Slashing costs: A dispatcher can juggle multiple situations at once, eliminating the need for extra staff to answer calls or relay information simply. This translates to serious cost savings you can reinvest back into your business.
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• Happy clients: Clients value prompt responses and clear communication. Dispatchers are the first line of contact, ensuring your clients' concerns are addressed quickly and professionally.
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• Bird’s eye view: Dispatchers can monitor guard activity, spot suspicious activity on camera feeds, and coordinate with law enforcement when needed. This proactive approach keeps your clients a step ahead of security threats.

Note: Make sure your security dispatchers and guards excel by tracking their performance with the right KPIs. Check out our article for insights and improve your team’s efficiency with Belfry’s platform.
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Security guard dispatcher job description template

Coming up, we’ll share a dispatcher security job description template so you have a better idea of what’s expected of this type of position. Let’s take a closer look: 
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General security dispatcher job description

[Security Company] is seeking a highly motivated and detail-oriented individual to fill the important role of General Security Dispatcher. As the central hub of our communication network, you will play a vital role in ensuring the safety and security of our clients and their property.

Responsibilities:

Response and dispatch

• Answer incoming calls from clients, both emergency and non-emergency, professionally and courteously.
• Effectively assess the nature of each incident, gathering all relevant details.
• Utilize critical thinking skills to prioritize calls and dispatch the most qualified security guard to each location based on experience, skillset, and proximity.
• Maintain clear and concise communication with security personnel, providing them with detailed instructions and updates on the situation.

Incident management

• Meticulously log all security incidents, ensuring accurate and comprehensive documentation of the event, including caller information, nature of the incident, responding guard, and any relevant details.
• Monitor ongoing security situations and maintain clear communication with responding security personnel.
• When necessary, coordinate seamlessly with law enforcement agencies and emergency services, ensuring a swift and effective response.

Communication and teamwork

• Serve as the primary point of contact for security personnel in the field, providing updates and instructions and relaying any critical information.
• Maintain clear and professional communication with clients, addressing their concerns promptly and efficiently.
• Collaborate effectively with internal and external teams to ensure a unified approach to security operations.

Requirements:

• High school diploma or GED certificate.
• A minimum of 1 year of experience in a fast-paced dispatch environment or security operations is preferred.
• Proven ability to work effectively under pressure and prioritize multiple tasks simultaneously.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Strong analytical and problem-solving skills.
• Proficiency in computer applications, including security management software (a plus).
• A clean criminal background check is mandatory. Depending on company requirements, a valid driver's license may also be necessary.

We offer a competitive hourly wage, along with the opportunity to play a vital role in a growing security company. If you are a highly motivated person with a passion for safety and security, we encourage you to apply!

Note: Hiring a security dispatcher is one of many steps to learning how to launch, operate, and grow a security guard services firm. Having a solid business plan is also a must. We recommend reading our full guide on those topics in our blog. 
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Essential skills for security dispatchers

Security guards and security dispatchers need different skills to be successful. Guards excel at physical security and being a visible presence on-site. Dispatchers, on the other hand, work behind the scenes. This is usually at the security head office or control center.

They rely on clear communication, critical thinking, and the ability to handle multiple tasks at once. As you explore the following essential skills, keep in mind that hiring a dispatcher requires a different approach than recruiting a security guard.

Let's break down the specific qualities that make dispatchers valuable assets to your security team. Let’s kick things off with crew scheduling:
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1. Crew scheduling

Role: Security dispatchers manage security guard schedules, considering both client needs and guard availability and qualifications to ensure optimal staffing.

Responsibilities:

Security dispatchers ensure you have the right guard in the right place at the right time.

• Matching skills and needs: Dispatchers ensure the right guard is assigned to the right job, considering their experience and client requirements.
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• Availability and preferences: Scheduling considers both guard availability and preferences (e.g., scheduling a guard closer to home for faster response times).
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• Leveraging technology: Dispatchers use security management software tools like Belfry to streamline and effectively schedule.
  
  This allows for quick adjustments, easy shift swaps, and clear visibility into guard availability — all crucial for real-time dispatch decisions.
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2. Communication

Role: Security dispatchers act as the central hub, coordinating communication and response between clients, security officers, security guards, and any intervention teams needed for emergencies. 

Responsibilities:

• Multi-channel communication: Security dispatchers manage calls and messages from security guards on the ground, clients reporting issues, and even emergency personnel during critical situations.
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• Information accuracy and speed: Dispatchers are trained to gather details from various sources, analyze them swiftly, and relay them clearly.
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• Mastering communication protocols: Security dispatchers need to understand and use law enforcement 10 codes, which are standardized codes used by police officers to convey specific situations or actions.
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3. Monitoring

Role: Security dispatchers keep watch on both the physical scene (via cameras and GPS) and guard activity data to identify threats and dispatch responders.

Responsibilities:

• Monitoring guard activity with GPS: Dispatchers use security software tools that have GPS tracking to monitor guard movement and patrol completion.
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• Real-time response to potential emergencies: Dispatchers actively monitor security camera footage to identify suspicious activity. They can then dispatch guards to investigate or alert law enforcement as needed.
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• Analyzing incident reports: Dispatchers regularly review incident reports and guard activity data to identify trends, like areas with higher incident rates or potential performance issues, like missed patrols.

Extra tip: Always remember the scope and reach of a security dispatcher’s responsibilities. For more on the topic, we’ve got an article on the dos and don’ts of security guards, in this particular case, in California. 
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4. Training responsibilities

Role: Dispatchers are required to train and equip new guards with the tools they need to succeed, along with company protocols and client requirements.

Responsibilities:

• Tool proficiency: Dispatchers train new guards on using the company's monitoring and scheduling software so they can track their assignments and communicate efficiently.
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• Patrol procedures: Dispatchers provide training on basic patrol procedures, including route navigation, security checks, and incident reporting.
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• Client-specific requirements: Different clients might have their protocols or specifications for guards. Dispatchers play a key role in communicating these expectations to new guards.
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Give your security dispatchers tools to succeed with Belfry

Once you’ve crafted the right security dispatcher job description, got applications in, and hired the best candidate, you need to give them the right tools to succeed. Doing so can make your operations run smoother and reduce the likelihood of security guard turnover from happening. 

At Belfry, we understand the dispatcher's critical role and our all-in-one platform is designed to empower them and maximize your security team's effectiveness.

Here's how Belfry empowers dispatchers and optimizes security operations:

• Effortless scheduling: Belfry's automated scheduling takes the burden off dispatchers. With features like suggested officer assignments, SMS confirmations, and industry-leading smart shift posting, 

Belfry ensures efficient guard deployment while minimizing scheduling conflicts. Unbilled OT forecasts help you proactively avoid unnecessary overtime costs.

• Real-time communication: Belfry keeps dispatchers connected to guards in the field instantly. Dispatchers can quickly assess situations, relay critical information, and manage emergencies efficiently, ensuring everyone is on the same page.
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• Enhanced situational awareness: Real-time GPS tracking shows guards' locations, allowing dispatchers to monitor activity and ensure adherence to safety protocols, even during off-hours.
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• Streamlined workflow: Our user-friendly platform simplifies guard tasks. Dispatchers can easily access reports, verify guard tours, and manage timesheets, freeing them to focus on critical dispatch duties.

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