Weeks 4-6: Dispatch & Scheduling Training

Overview

Weeks 4–6 add dispatch board management to the office staff member's responsibilities. Effective dispatch is one of the most critical functions in the office — it directly affects technician efficiency, customer experience, and daily revenue.

What Dispatch Involves at Spartan

• Reviewing the dispatch board at start of day and throughout the day
• Assigning jobs to technicians based on location, skill set, and capacity
• Communicating schedule changes to technicians via ServiceTitan
• Monitoring job progress — following up with techs who are overdue or have not updated status
• Managing same-day additions and emergency calls (slotting them into the schedule)
• Coordinating with the lead CSR on scheduling conflicts

Dispatch Board Standards

• All jobs must have a confirmed technician assigned before 7:00 AM each day
• Tech status updates reviewed every 60 minutes throughout the day
• Jobs without a tech update after 2 hours must be called in on
• End-of-day: dispatch board reviewed and next-day schedule confirmed

Tech Communication Standards

• New jobs communicated to techs via ServiceTitan mobile (primary)
• Phone call for same-day emergencies or schedule changes
• Never text a tech about a job — use ServiceTitan only (for documentation)

Common Dispatch Decisions

| Situation | Action |

|-----------|--------|

| Tech running late on a job | Notify next customer via ServiceTitan; update window |

| Tech requests a call-off | Operations Manager approves; dispatcher re-assigns jobs |

| Emergency call comes in | Slot into nearest available tech's route; notify customer |

| Tech finishes early | Check dispatch board for unassigned jobs; assign additional job |

Training Structure

• Week 4: Shadow DSR or lead dispatcher on dispatch decisions
• Week 5: Handle dispatch independently with supervisor available
• Week 6: Full dispatch responsibility with DSR checking in at noon

Related SOPs

• Dispatch Board SOP (Phase 3)
• Multi-Day Coordination SOP (Phase 3)
• Weeks 6-8: Independent Operations