What makes a good dispatcher?

R

retrodx

Well-Known Member
I saw some discussion about experience and mastering this profession.

It got me thinking about what makes a good dispatcher. There’s plenty of different techniques, like data-driven decision making to shooting from the hip.

Stress management and staying in control during IROP is a must, but just part of the equation. What else is there?
 
One thing that gets vastly overlooked and something I have taken much appreciation to is coworkers who come into the office, willing to work (having worked with people who call in regularly on irops days), and someone who if they find an error or mess up that they correct it and move alone..

To many times I have seen someone know someone missed an alt or something and not fix it or tell that person. The little errors and things you let go like these allows the FAA to come and be nosey. If you see a missed alt, just correct it if it’s on your desk, and if it’s on someone else’s let that person know and go from there. No one to broadcast it to the office.
 
I’ll,play.

1. realizing you don’t know “Everything!” when you have a question be humble and ask. None of us have read every ICAO manual, every AIP,, or every AC.

2. Realizing stressing out on things beyond your control is counter productive . And diverting a flight to an alternate isn’t the death nail. If ATC throws a GS at you… Fine. The plane goes late. Life goes on. a plane diverts… fine. Life goes on.

3. Never stop learning. It’s a constantly changing environment. What we did in 2002 isn’t what we do in 2022. It’s ok. Change happens.

4. When you get turned over a • desk, tell the person who turned it over to you. Or don’t accept it. Don’t spend the next 8 hours hbitching about it. You took the • sandwich.

5. Realize not every captain is equal. Some aren’t as good as others. You may have to help them find the answers. It’s ok, oh every dispatcher is equal either

5a. When asked questions. Answer with confidence that you’re right even when you may be wrong! If you turn out.To be wrong…. ASAP!

6. After particularly bad days at a small carrier I first worked for, when I was re-analyzing my decisions, my manger would just repond ” No one died today. It was a good day in the airline business!” The may be late, but they are alive. Perspective is important.
 
Flagship_dxer said:
What makes a good dispatcher? A dispatcher who buys donuts, cookies, pizza, cake or any type of food for the rest of the work group. A close second are early arrivals at turnover time.
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I need to up my pizza game. Valid point on early arrivals, that’s up there with not screwing over your relief.
 
A good dispatcher rarely falls behind, fuels properly for the mission, gives a passdown they want to receive, is receptive to information but knows what is not applicable and can shut that out, and is quick to offer help when it is requested and theyre able. They don't pretend to know everything. Finally when its just a normal day, you have no problem sitting next to them because theyre not annoying.
 
Wearing headphones doesn't mean you're quiet.

Stop chewing so loudly, and don't talk with your mouth full.

(Oh -- Lot of folks already mentioned food. I'll add coffee to this.)
 
As someone who leaves for DX school in a couple weeks and plans on entering the job market soon after, thank you so much for this thread! It's advice like this that will help me be the best DX I can be. Interesting how much overlap is in terms of expectations; I worked as a CSA Supervisor/Ops Supervisor, whenever I non-revved anywhere, it was customary to bring back coffee/some snacks from my destination--ask questions and just overall not be an annoying person. This is great info!
 
Communicate everything that goes into your flight planning decision process via remarks on the release if you have the capability, even if it’s ops normal with no turbulence – say there's no turbulence. It instills confidence from the pilot that you've checked your "stuff," keeps your phone from ringing for a brief or explanation, and explains to management why you carried extra fuel (if applicable).

Think steps ahead as it relates to the operation and downline flights. Consider MELs which may have a downline affect. Communicate fuel on board to the next dispatcher if you get a ship swap or land with a lot of gas that may be too much for the next flight. If there’s an inflight fault which might result in a deferral for the next flight, pass that on. Consider every “surprise” situation you’ve been in and think of how anything you do may be similar or may affect others.

Notice the first two have a common theme: Communicate!

Think of the most realistic worst-case scenarios and plan for it. Reroutes, missed approaches due to strong surface winds, enroute weather… and, if you’ve been dealing with New York and DC Centers this week, plan for the most unrealistic worst-case scenario :p

Take time on your drive home and think about what went right and what could be improved upon. Reflect. It will help you remember next time. You’ll see some things again you’ve run into before.

Get involved with any special projects or assignments that come up relating to dispatch in the office. It’s extra knowledge guaranteed and will help you become more independent and understand the processes better. Plus, they look great on a resumé.

Have some confidence in your colleagues and ask questions when unsure but remember your greatest relationship on any given work day is with the Captain. Have empathy and consider how you or someone you care about were in their position.

Be professionally assertive and confident with the Captain– it also builds trust. Don’t succumb to pressure to do anything that you and the Captain may feel uneasy about. Consider, of course, that further information or suggestions from the management or senior leaders around you may change your mind if properly explained and fully understood. Still don’t feel comfortable? Get up from your chair and invite them to sit down and put their name on the release. Extremely rare circumstance, but be armed with that possibility – it is insurance to know that you are not being forced into no other option.

Bring up any potential confusion to management on processes, procedures, and manual wording that you run across which could be further clarified to help others who may run into something that is unclear. If it’s unclear to you, it may also be to someone else.
 
* Understand WHY the airplane is doing what its doing when you have a problem. Not enough people really understand systems a lot in this job. This will help you immensely when it comes to finding a solution.

* Don't treat fuel as the fix for EVERY problem. There are some people that think giving the crew 30+ minutes of extra gas is OK and it "gives them options"- don't put the jet into the situation where you will NEED the gas in the first place.

* EVERY remark that you put on the release is one less phone call.

* Finally... If you don't know... ASK. there is nothing worse than listening to a co-worker trying to justify their case when they are talking out of their ass because they don't know what they are talking about.


AND GET YOUR BUTT TO WORK ON TIME.
 
Show up on time ready to strap in and exercise the privileges afforded to you by 121.533. If you’re early you’re on time,if you’re on time you’re late. If you’re going to be late you better come bearing donuts or some other confectionery items. Buying the office comp check pizza.


Sent from my iPhone using Tapatalk Pro
 
McCrosky said:
And diverting a flight to an alternate isn’t the death nail. The plane goes late. Life goes on. a plane diverts… fine. Life goes on.
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Yet some managers on duty make it feel like A) You killed the airline performance statistics by diverting and B) question the decision to divert along with why not try again or why could they not hold for infinity down to bingo fuel.

QXSOUP said:
* EVERY remark that you put on the release is one less phone call.
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Thats if the crew even gets around to looking at that during the pre flight briefing.


But for the purposes of the thread the best advice I can give is like our pilots stay ahead of the airplane we should stay ahead of our desks. Work ahead, that way the next phone call you get wont lead you to fall behind.
 
azmedic said:
Show up on time ready to strap in and exercise the privileges afforded to you by 121.533. If you’re early you’re on time,if you’re on time you’re late. If you’re going to be late you better come bearing donuts or some other confectionery items. Buying the office comp check pizza.
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I have to disagree with the “if you’re early you’re on time, if you’re on time you’re late” sentiment. If I’m on time, I’m on time. If I’m early, be appreciative and don’t expect it every day. Companies vary, but where I work, we don’t get paid any extra for our “turnover time” although 15 minutes before your shift ends is the standard. I have one co-worker who regularly shows up super early because he likes to grab some tea and chat before he starts his workday. A couple of morning shift dispatchers were complaining about him not taking the desk as soon as he walked in the door, so he stopped taking over from them until a quarter till (instead of at half past, as he had been doing.)

I have been known to buy donuts if I’m running late, though. As we have a place that sells them downstairs, I usually wait until I have taken the desk over before going to get them.
 
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