The director’s perspective
PTSI’s training for school bus dispatchers covers communication skills, the dispatcher’s impact on staff morale, emergency management, day-to-day tasks and stress management.
Peter Lawrence, director of transportation for Fairport (N.Y.) Central School District, encourages his dispatchers to attend the state association’s winter workshop to take part in specialized dispatcher training sessions. He also endorses PTSI’s training course as a resource for training dispatchers.
Any training program for dispatchers should include a focus on dealing with stress and not losing one’s cool, he says. Dispatchers also need to have a thorough knowledge of how to look up information on a computerized routing system, as well as field trip procedures, including assigning trips and covering runs. “It is usually the finer details of trip assignments that have the potential to cause a driver to want to grieve a decision made regarding an assignment,” he says. “The labor agreement is an area that should be discussed, and the dispatchers should have intimate knowledge of the contract and its provisions.”
One pitfall to avoid, Lawrence says, is letting a dispatcher’s friendships with drivers get in the way of his or her duties, especially if the dispatcher is a former driver. “A potential stumbling block is not separating themselves from their former circle of friends,” he explains. “It is important for any vidual in a management role to act and be perceived as fair and impartial.”
Lawrence says dispatchers must also not allow drivers and other staff to hang out in the dispatch office. “This takes away productivity, and the dispatcher can lose track of an important call if he or she is distracted by another person,” he says.
Being level-headed and a good listener are essential skills for dispatchers, Lawrence says. Even if they are under a lot of pressure, as dispatchers usually are, they need to pay close attention to communications from drivers. “Effective dispatchers can tell a lot about a driver’s state of mind in the tone of their voice,” he says. “You can tell when a serious situation like an accident has occurred or they have been shaken by some event on the road.
“Another important skill is the ability to bite one’s own tongue,” Lawrence says, “to refrain from making comments that may be deserved when a really stupid or inappropriate question is asked over the air.” Dispatchers are responsible for setting the tone as transportation professionals, monitoring drivers’ use of the radio and correcting them for using the radio improperly, he explains.
The Fairport transportation department tries to avoid using codes in radio conversations, preferring straightforward communication. “Most law enforcement and emergency responders recommend avoiding codes, as most people forget them if not used on a daily basis,” Lawrence says. “We only have three codes: Code 7, which means suspicion of a weapon, Code 9, actual knowledge of a weapon, and Code Blue, which means a medical emergency and all radio transmissions should cease until the emergency is addressed.”
Team shares experience
Transportation Director Pam McDonald, Transportation Supervisor Ellen Johnson and dispatchers Sharon Breland, Liz Garrison, Mike McCool and Sharon Rhyne calculated that they have worked at Orange (Calif.) Unified School District (USD) for 149 years, collectively. As the upper management team for the transportation department, they work together daily. “We’re like brothers and sisters,” Johnson says.
The four dispatchers at the district have all previously worked as drivers, either at Orange USD or elsewhere. Is it necessary to have a background as a driver? “I think we’re all pretty adamant about that,” says Garrison, who specializes in field trip dispatching.
“I’ve worked at the charter companies, and some of the people that are working in the office have never driven,” McCool says. “They think you can get anywhere in no time.”
“It’s also about pupil management,” Rhyne says. “If they’ve never been in a bus before, how can you tell someone how to deal with pupil management?”
In terms of training, McDonald says dispatchers at Orange generally learn each other to help relieve the stress of the job and blow off steam. “We all get in our little moods and we all have to be heard from somebody,” Johnson says. “And we cry.”
Johnson and McDonald also keep two-way radios at their desks to monitor fleet activity and listen for any problems. “Pam and I will hear their stress because we know them so well we can pick up their tone of voice, and we’ll go, ‘OK, time to break a dispatcher and have someone else sit there for a while,’” Johnson says.
“When the phone’s ringing, the two-way radio’s going, parents are complaining and the driver’s wanting your attention at the window, you have to multitask all those at one time and you have to decide which one’s more important,” McDonald says.
Dispatcher Dos and Don’ts
These tips are offered by Mary Jane Bocanegra, a dispatcher for First Student in Savannah, Ga. “By following these rules and other company guidelines, you can know that your job was done to the best of your abilities,” she says.
• Always greet drivers.
• Know your drivers.
• Have a good relationship with supervisors.
• Be able to multitask. This includes answering the radio, phones, etc.
• Be helpful with providing directions for drivers.
• Be sure to always document accidents and incidents.
• Have the ability to remain calm under pressure. Many people rely on you to assist them or provide them information.
• Be knowledgeable of routes to assist drivers.
• Never show frustration while dispatching on the radio. Be respectful of all drivers who are in need of assistance.
• Never use your radio for personal use. (This goes for both drivers and dispatchers.)