Have you ever wondered what goes on behind the scenes at Medstar? We all know our drivers are the key players, the lifeblood of the company. But what about the dispatchers? Often misunderstood, their job is both challenging and crucial. To shed light on their daily tasks, challenges, and experiences, we spoke with Sheena, Dispatch Manager, and her team. Are you ready to hear their stories and delve into their journey? Read on!

Dispatchers' Daily Routines

A dispatcher's daily tasks typically begin with compiling a driver list upon arrival, followed by monitoring schedules throughout the day to ensure punctuality and promptly address any delays or incidents. They also handle trip reassignments and schedule adjustments as needed, prioritize hospital discharges, and coordinate will calls, striving for prompt client pickups within 30 minutes to an hour, depending on the service being used. Additionally, they address driver inquiries, assist clients, and manage crises such as accidents or incidents, ensuring adherence to protocols and documentation. Furthermore, they oversee on-call scheduling, prepare detailed handoffs for the next shift, and conclude their day with a recap. Amidst these duties, they also assist in entering future dated fax trips.

The Challenges in the Life of a Dispatcher 

Dispatchers feel that their biggest challenge is maintaining composure during times of high stress. When accidents or incidents occur, dispatch must act swiftly and efficiently to assist the driver while managing 40-50 other drivers. This leads to the second challenge they raised: multitasking. The need to juggle multiple tasks can place significant pressure on dispatchers, especially when several drivers require immediate assistance simultaneously.

Common Misconceptions 

The MOST common misconception is that Dispatchers are sitting at a comfy desk all day, just waiting for texts to come in while they wait around. However, this could not be farther from the truth. The call center is a highly stressful environment, with calls coming in and dispatchers constantly reviewing trips and answering driver texts. At peak times, dispatchers receive anywhere from 15 to 25 messages simultaneously, so it might take them a moment to get caught up, as once they get one text sent out, five more come in. Dispatchers are responsible for keeping constant communication with ALL drivers at ALL times.

Memorable Experiences and Success Stories 

Dispatch Manager Sheena recalls two unforgettable incidents that highlight the unpredictability and resilience required in her role.

"The first situation was when I was closing; I wasn't even a main dispatcher yet. A former Spokane driver, Joel Bloom, called me in the evening and informed me that as he was walking a client to their door, someone got into his van and took off in it!! He was informed to call the police (which he did), and about 15 or so minutes later, he called me again to inform me he found his van a few blocks down running with keys in it. It was such a bizarre experience for both of us, but I was glad that the van was recovered quickly. 

The second situation was a couple of years ago, at least. A West Side driver called me in absolute tears and panic. During her downtime, she decided to check on a veteran we transport since he lived alone in a rural area and had no one around. When she arrived, there was no answer at the door or any movement inside, so she grew more concerned. As she went around the side of the house and peered through a window, she found the veteran deceased in his home. The driver was in immediate shock and was at a loss for what to do. I had to talk her through calling the police so someone could be dispatched to retrieve the body. I did my best to use soft tones and calm the driver down enough to drive herself back to the yard to drop her vehicle off for the day and head home. She had to take a few days off for mental health reasons, and we made sure to check in with her and see how she was during that time. It broke my heart to hear a driver over the phone so distraught, and the best I could do was console her to the best of my ability over the phone."

Sheena's Message to Dispatchers and Drivers

To our drivers: I hope you are all having a wonderful year and week thus far. I wanted to show my appreciation to every one of you. I would like to start with the drivers. You all make up the lifeblood of the company. Without you all, we would be unable to make client trips and appointments on time and grow/flourish the way we have and will continue to do so. Drivers are our eyes and ears in the field and the first point of contact with our clients. It takes a special kind of individual to handle our clients with the care and sentiment that you do. We truly value your contribution to the company and our mission statement. Drivers keep us going; without you, there would be no dispatchers.

To our dispatchers: You all are just as essential as our fellow drivers. You help keep the drivers on schedule, move problematic trips if needed or possible, ensure we are there to guide them through crises and ensure you are a reliable source of first contact. Your daily tasks and job duties may seem daunting sometimes, and the stress can become extreme. However, I watch you work to the best of your ability to ensure the drivers are adequately supported and strive for smooth operations daily.

Drivers and dispatchers are essential parts of our daily operations, and we all appreciate the dedication and hard work that each of you brings to the table when you show up for your shift. We value your thoughts and opinions, contrary to popular belief. Your feedback, ideas, and opinions help open further avenues and possibilities for the company, whether that be changes you think could contribute to a healthier, more productive workplace or minor changes such as ideas on how to better GOIN' or any other software we use. We genuinely enjoy hearing from you as we are all a team and strive for excellence and growth in our positions.

I hope you all continue to have a wonderful year here at Medstar, and I look forward to working closer with more of our drivers, especially on the West side.

Indeed, the essence of Medstar's successful operation lies in the dedication and resilience of its drivers, dispatchers and all the other staff working behind the scenes. These individuals not only ensure the smooth execution of transportation services but also embody Medstar's commitment to care and efficiency. Their daily efforts, facing high-stress situations with grace and multitasking with precision, highlight the critical role they play in Medstar's mission. 

Here's to the unsung heroes who keep Medstar moving forward, demonstrating that their work is not just about operations but about making a real difference in people’s lives one trip at a time.