Key Dispatch Knowledge

The role of a Dispatcher can be stressful, you could be managing up to 30 government employees all using 1 radio channel with incidents coming in every minute to be resourced. Although the difficulty you may face doing this role, it can be incredibly rewarding and government employees find it better when we're in service.

Key skills of a good Dispatcher

• Be calm - nobody likes a loud and stressed Dispatcher, it makes it awkward and uncomfortable for everyone and generally puts our team in a bad light. If people aren't calling up to attend incidents, leave it there, you can only ask. If there are on-going issues with certain officers, ask to speak to an on duty supervisor to escalate this. Likewise, people that are having issues with radio protocol, calmly remind them of what it is in text based or in person, if they continue, speak to a supervisor. Don't start having a shouting match over the radio trying to talk over them.

• Be assertive - there are times you will need to take control, especially when it is incredibly busy. If you need people to stop talking or calling up on the radio try saying "All callsigns standby unless urgent", if they have an urgent message to pass, let them. This will give you ample time to finish an incident, call or other admin tasks.

• Don't stress - as we've stated, if incidents can't be resourced so be it, as Dispatchers we can only try to resource every job that comes in. Potentially we'll just need to leave it open and try asking for officers in 10 minutes time. Don't let updating incidents and assigning units consume your role if you're by yourself. Sometimes it can be better to broadcast the information required and assign units once they've arrived rather than multitasking this or neglecting other bits.

Other useful tips

• Adjust your microphone to a good level, this way people won't shudder at the sound of your voice and will generally be more responsive and helpful to your requests.

• Don't interrupt people unless required, just wait for the end of their transmission, even if they have just interrupted you! It's just easier to let them carry on and then ask them to standby.

• Think before you speak, our communications need to be accurate and short, waffling on and stumbling over your words can make it difficult for our responders. 

• Encourage the use of Incident Radio ("N") when I'm assigning units to certain incidents I'll usually follow up with "Units attached to incident 343, you have all been assigned, please use incident radio unless you require anything on this channel" sometimes this may need to be politely reminded.

Radio Protocol

The following system is used when communicating on the government radio. It is designed to assist with accuracy, brevity and clarity when transmitting. As a Dispatcher, you will be required to use this system at all times. You will find that certain officers struggle with this system when on duty.

As of November 2021 when the Dispatch overhaul was released and the Unit radio was released, Officers can use unit radio (N) when assigned to the same incident to communicate with each other and it's highly encouraged to use unit radio instead of government radio when it comes to car pursuits and such. As a Dispatcher you can not talk or hear unit radio, only the government radio.

There will be times that Officers will not follow radio protocol. It is advised to inform a Supervisor on duty of the incident so they can correct it.

Example of Radio Protocol in use:

Codes and 10-Codes of the Paralake Police Department

Radio codes are genuinely optional as long as the message is clear and concise. The codes listed below are the only codes, which are authorized for use within the Paralake Police Department. Using other codes may confuse your colleagues and cause critical issues, therefore is a disciplinable offense. The exception to using other radio codes would be in government text-based radio as code meanings are automatically displayed.

Response Codes

Code 2: Low Priority, no lights or sirens Code 7: Meal Break

Code 3: High Priority, lights and sirens Code 8: Restroom Break

Code 4: No Further Assistance Required Code 9: Summer Uniform

Code 5: Steakout Code 10: TFU Pre Call-up

Code 6: Stay out of Area Code 11: TFU Call-up

Radio 10 Codes

10-0: Caution 10-29F: Subject Wanted, Felony

10-3: Stop Transmitting 10-29M: Subject Wanted, Misdemeanor

10-4: Message recieved, understood 10-29V: Vehicle Wanted

10-6: Busy 10-45A: Condition of Patient; good

10-7: Out of Service 10-45B: Condition of Patient; serious

10-8: In Service 10-45C: Condition of Patient; critical

10-9: Repeat Message 10-45D: Condition of Patient; dead

10-12: Standby (Stop) 10-66: Suspicious Person

10-15: Prisoner in Custody 10-71: Shooting

10-16: Pickup Prisoner 10-97: Arrived on scene

10-19: Return(ing) to Station 10-98: Available for assignment

10-20: Location 11-41: Ambulance Needed

10-23: Standby 11-95: Traffic Stop