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.

• 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

• 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

• Monitor completed dispatches for Unable to Assess (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

• 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…