Dispatch Operations Specialist

Dispatch Operations Specialist

The Dispatch Operations Specialist serves as the shift-level owner of Lane 1: Dispatch & Flow within the MC3 Mobile Crisis Command Center. This role is responsible for the active dispatch queue from acceptance through completion, ensuring every dispatched mobile crisis response is assigned, monitored, documented, and successfully progressed to closure.

The Dispatch Operations Specialist is accountable for the operational movement of all dispatches during their shift. This role does not supervise staff, make clinical decisions, or manage the field readiness activities. Instead, the primary focus is ensuring that every individual in crisis receives a response that is timely, coordinated, trackable, and free of operational barriers.

Success in this role requires exceptional attention to detail, sound judgment, and the ability to manage multiple priorities simultaneously in a fast-paced environment. Every dispatch represents a person in need of crisis support; therefore, maintaining continuous awareness of dispatch activity and responding proactively to emerging issues is essential.

Lane 1 Mission: Ensure every dispatch progresses safely, efficiently, and without unnecessary delay from assignment through on-scene arrival and completion.

Essential Duties

• Continuously monitor the dispatch board throughout the shift, maintaining ownership of all active and pending dispatches
• Manage dispatches from acceptance through completion, including assignment, status tracking, and documentation in real time across CSP and BHL platforms
• Proactively identify dispatches that were not accepted within the 4-minute acceptance standard and immediately notify the Operations Command Supervisor (Lane 2) do not wait for the 4-minute mark to pass before flagging
• Communicate with Carelon via the CSP Platform per the 5-minute contract response time requirement and document all communications within the dispatch record
• Review all Level 4 dispatches to verify police coordination documentation has been entered before a team is permitted to be marked En Route
• Escalate dispatch-related concerns immediately to the Operations Command Supervisor (Lane 2), including system anomalies, assignment gaps, unresponsive responders, or workflow disruptions
• Monitor operational trends and identify potential bottlenecks, resource constraints, coverage gaps, and volume surges before they impact response performance

Transit Monitoring

• Monitor all field teams from the time they are marked En Route until they mark Arrived on scene by using the tracking and monitoring functions in the BHL platform
• Identify and investigate any dispatches where the estimated arrival time has passed without an Arrived status update
• Contact delayed team to verify:
• Current travel status
• Traffic or routing issues
• Address accuracy
• Safety concerns impacting response
• Updated estimated time of arrival
• Accurately document all transit delays and resolutions within the dispatch record
• Escalate delays, safety concerns, unresponsive teams, or potential response-time breaches to the Operations Command Supervisor (Lane 2) immediately

Unable to Assess (UTA) & Canceled Call Review

• Monitor completed dispatches for UTA and Canceled Call dispositions
• Immediately notify the Operations Command Supervisor (Lane 2) when a UTA or Canceled disposition is identified
• Document all disposition notifications, including the time identified, time escalated, and receiving party
• Maintain operational neutrality and refrain from making determinations regarding the clinical appropriateness of UTA or Canceled dispositions, which remains the responsibility of the Clinical Command Supervisor

Dispatch Quality & Documentation

• Enter all required dispatch timestamps accurately and in real time, including Accepted, En Route, Arrived, and Completed statuses
• Investigate and validate any missed timestamps before corrections are entered and notify the Operations Command Supervisor
• Ensure dispatch information remains accurate and synchronized across all records in CSP and BHL platforms same timestamps, same status, no platform discrepancies
• Maintain complete documentation of team contacts, GCAL communications, status updates, and operational escalations to Lane 2
• Support continuous improvement of dispatch reliability through proactive monitoring, issue identification, and real-time intervention

Success Measures

Success in this role is measured by:

• Dispatch Acceptance: =95% of dispatches accepted within 4 minutes the 4-minute standard is the primary performance metric for this role
• Dispatch Visibility: Zero unmonitored dispatches during assigned shifts every dispatch on the board is being actively tracked at all times
• Transit Monitoring: 100% of exceeded ETAs reviewed and teams contacted within 5 minutes
• UTA/Canceled Escalation: 100% of UTA and Canceled dispositions escalated to Lane 2 during the same shift, no exceptions
• Documentation Accuracy: Accurate, real-time timestamps with consistency across CSP and BHL platforms
• Level 4 Compliance: Zero En Route statuses entered without required police coordination documentation
• GCAL Communication Compliance: All required communications completed within contractual response requirements and documented appropriately

Requirements

Experience, Skills and Qualifications

• Strong attention to detail and ability to maintain sustained focus on dispatch monitoring across multiple simultaneous items for the full duration of each shift
• Demonstrated ability to manage multiple tasks and competing priorities simultaneously
• Strong technical aptitude with the ability to learn and utilize multiple software platforms concurrently, including CSP, BHL, Microsoft Teams, and Outlook
• Clear and concise written communication and documentation skills dispatch documentation and escalation notes must be accurate and legible
• Ability to prioritize and triage in real time multiple dispatches move simultaneously and competing priorities require quick, accurate judgment
• Dependable attendance, punctuality, and commitment to maintaining continuous dispatch coverage the shift starts on time and the board needs coverage from minute one; must be present and fully visible at computer during entire shift
• Strong problem-solving and critical-thinking abilities

Education & Credentials

• High School Diploma required; Associate degree required
• Preferred: Experience in dispatch operations, emergency communications, call center operations, healthcare scheduling, logistics coordination, or comparable operational role
• Preferred: Experience with CSP, BHL, or similar dispatch and case-management platforms
• Preferred: Familiarity with behavioral health, crisis response, or mobile crisis service delivery models
• Preferred: Experience working in a 24/7 operational environment
• Clinical license not required for this position

Travel Requirements

This position requires travel up to 10% of the time. Travel may be required by foot, rail, car, or plane.

Work Location & Schedule Requirements

In general, this is a remote position that will not require daily reporting to an office. However, you will be required to attend in-person meetings, assessments, or other community engagement events depending on business needs. Travel may be required by foot, rail, car, or plane. The company is headquartered in Atlanta, GA, therefore maintaining a working schedule of hours amenable to EST is required. All employees must be willing to work flexible schedules, including holidays, nights and weekends as dictated by business needs.

Physical Requirements

This position often operates in a remote, home-office environment with in-person, business and leadership meetings required as business needs present. The position routinely uses standard office equipment such as computers -- including virtual meeting software and various communications applications and telephones. Technical proficiency and the ability to perform computer work for 8+ hours a day is required.

This position also requires in-person mobile fieldwork, which may include responding to calls, quality reviews, participation in community engagement activities and leadership training, and meeting events. Travel is required via the employees' own personal vehicle, and BHL is not responsible for the cost of damages, maintenance, or repairs for vehicles used in the line of work. The ability to stand, walk, speak, and move freely (including navigating stairs and uneven pavement) is required. The ability to be outside for an entire workday, either day or night, is also a requirement. Driving in any condition, including traffic, day or night for the entirety of the workday may be required. Bending, lifting, and manipulating objects up to 25 lbs. may be occasionally required.