Sample Dispatcher Interview Questions and Answers

Dispatchers respond to a wide range of emergencies from debilitating falls to violent crimes. The typical day for dispatchers can be fast paced, as they handle multiple calls, record calls, calm panicked callers, dispatch emergency personnel, and offer life-saving advice. Police dispatchers handle both emergency and non-emergency calls and coordinate a response from law enforcement while 911 dispatchers handle all types of emergency calls and connect callers with the right police, fire, and medical services. Dispatcher jobs aren't always easy. Potential employers will ask tough dispatcher interview questions to ensure that they're hiring the right people for the job.

You may encounter some basic interview questions about your strengths and weaknesses, career goals, and why you should be hired. But it's important to be prepared to answer questions specific to dispatcher jobs. We've compiled a list of common dispatcher interview questions and sample answers you can refer to when you're preparing for your interview.

Dispatcher Interview Questions

1. Why Do You Want to Work as a 911 Dispatcher?
2. How Do You Imagine the Typical Workday of a Dispatcher?
3. How Well Do You Handle Multiple Tasks or Work Under Pressure?
4. How Would You Help a Caller Who Was Panicking?
5. What Would You Do If You Received a Call From an Unresponsive Caller?
6. What Skills and Qualities Make a Good Dispatcher?

Question #1: Why Do You Want to Work as a 911 Dispatcher?

When you apply to be a dispatcher, interview questions about how enthusiastic you are about your work and why you want that job are to be expected. After all, a job as a dispatcher can be rewarding but also emotionally difficult. Following these steps can help you devise a strong answer:

• Think about how your skills match the job.
• Discuss what you like about the job.
• Explain what value you would bring to the job.

How You Could Answer

"One of the biggest reasons I want to work as a 911 dispatcher is because I get satisfaction from helping those in need. This job combines my desire for meaningful work with my technical skills. I have several years of experience working in a call center, so I understand how to use switchboard technology, handle multiple calls, and address the needs of callers. I'm also empathetic, patient, a good listener, and an effective communicator and pride myself on my ability to remain calm under pressure."

Question #2: How Do You Imagine the Typical Workday of a Dispatcher?

Employers often prefer candidates who know what to expect at a dispatcher job and need only minimal training. Here's how you can prepare for 911 and police dispatcher interview questions that ask about your knowledge of the job:

• Study the day-to-day duties of a dispatcher.
• Familiarize yourself with the communications equipment dispatchers use.
• Be aware of the challenges dispatchers face on the job.

How You Could Answer

"From what I've learned, the day-to-day duties of a dispatcher include receiving and answering calls, recording calls, addressing emergency and non-emergency situations, prioritizing calls, and dispatching orders to emergency personnel. Dispatchers use dispatch systems to prioritize calls, record calls, identify caller and responder locations, and dispatch the correct personnel. I understand that this can be a fast-paced and challenging work environment, but I'm willing to meet those challenges."

Question #3: How Well Do You Handle Multiple Tasks or Work Under Pressure?

A dispatcher job can get hectic at times. Employers want to know if you're able to work under pressure without dropping the ball. Show them that you have what it takes to deal with stressful situations. Be sure to factor the following into your answer:

• How you prioritize tasks.
• Strategies you use to work efficiently under pressure.
• An example of a time when you had to complete multiple tasks under pressure.

How You Could Answer

"When I worked at a call center, things would get very hectic at times. Our peak calling times were usually late afternoon. Any other tasks I had throughout the day would have to be set aside so I could focus exclusively on addressing customers' needs. When I received multiple calls at the same time, I would first redirect callers to the right department. Then, I would ask any callers that I could help about their concerns and place them on a brief hold while devising a solution. At my last job, I worked at a call center for an online retailer. There was a defect in a coffee maker sold on the site that resulted in an endless stream of customer complaints. I took each of the calls in the order they were received and explained the situation to the customers. I also assured them that they would receive either a refund or a product replacement once the defect was fixed."

Question #4: How Would You Help a Caller Who Was Panicking?

As a 911 dispatcher, you'll often encounter callers who are in a panic. Employers will gauge your ability to remain calm, provide clear steps, and handle an emergency situation as quickly and efficiently as possible with pointed 911 dispatcher interview questions. Here's what you should discuss:

• How you would initially address a panicking caller.
• What steps you would take to address the emergency.

How You Could Answer

"When addressing a caller who is in a state of panic, I think it's very important to be empathetic and aware of words that could upset them or create further anxiety. I would start by calmly asking them to state their emergency. I would then ask them to briefly describe what is happening, so I can dispatch the right emergency personnel and give them the necessary information, so they know what to expect upon arrival. I would provide calming and helpful advice to the caller while waiting for emergency personnel to arrive."

Question #5: What Would You Do If You Received a Call From an Unresponsive Caller?

In some instances, a 911 caller won't be able to communicate their emergency to you. When interviewing as a 911 operator, interview questions regarding these unresponsive callers will come up. It's critical that you know how to answer these types of scenario-based dispatcher interview questions to be considered for the job. Here are some helpful tips:

• Think about a time when you had an unresponsive caller at a previous job. What did you do?
• If you have dispatcher experience, but never had an unresponsive caller, what were you trained to do?
• If you have never worked as a dispatcher, think about what you might do.

How You Could Answer

"When I think of an unresponsive caller, I usually think of someone who is suffering from a medical event such as cardiac arrest. The caller can't communicate the situation over the phone but needs urgent help. There are other cases where a caller may need to stay silent due to domestic violence or home invasion. If the call is coming from a landline, I would dispatch the police to the exact location. Otherwise, I would dispatch the police to the area where a cellphone call is picked up by nearby towers."

Question #6: What Skills and Qualities Make a Good Dispatcher?

Think about the skills and qualities you mentioned on your resume. Which ones could you use in this job? These are the soft and hard skills you should include when answering:

• Industry-specific skills such as the ability to operate communications equipment, respond to calls, and transfer calls.
• Soft skills such as the ability to multitask, use good judgment, communicate, and manage time.
• People skills such as good listening and empathy.

How You Could Answer

"To me, a good dispatcher is someone who understands how to utilize computer-aided dispatch systems to handle emergency and non-emergency situations. A dispatcher must also record, transfer, and receive calls. Aside from the basic dispatching skills, dispatchers should have the ability to handle multiple calls and tasks, communicate effectively, manage their time, and use good judgment. Additionally, the ability to listen, absorb information, and have empathy for callers is crucial for this job."

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