Complete: when all work on a Job is finished (gray)įor the most part, changing Job status results from actions being completed in the web application or mobile app.In Progress: when a Technician has indicated that they are en route or have started an Appointment (orange).Paused: when a Job is waiting for some reason before it is completed (yellow).Scheduled: when a Job has at least one Appointment scheduled (blue).Unscheduled: when a Job exists but there are no Appointments added (red).New Offers: when a third-party enterprise/brand sends you a job offer or a service request is submitted from the customer booking page (green).Jobs can have the following statuses in Dispatch which have color-coded borders and headers in the web application: However, by changing the status back to scheduled, appointments will again be active, and new appointments can be added as usual. When a job has the status of canceled, all appointments will be canceled. A completed appointment will allow the customer to receive a survey request asking for feedback. You were interrupted from the work for some reason (an emergency call).Īfter an appointment, you must mark it as complete! Why? This marks the appointment as completed in the internal system It allows you to move to the next job.The customer wasn't at the location when you arrived.When you are unable to complete the current appointment or need to complete the job at a later date or time. Marks the appointment internally as started, so that customers can’t say you didn’t show up to the appointment.Lets the customer know that you’re arrived.Its important to mark a job as started once you’re at an appointment, for two reasons: Updates the status of the appointment across your service provider’s system, so that technicians, dispatchers, and customers will all be in sync. Allows you to get directions to the appointment via GPS on your phone. Sends a text message to the customer, along with the technician’s estimated arrival time. Refers to whenever a job has an appointment that is either.Ĭorresponds to “On My Way” in the mobile app. These appointment details can be edited if needed. The appointment has been scheduled for a particular date and time, has been given a duration, and may or may not have been assigned to a specific technician. The job status of Scheduled indicates that an appointment has been scheduled for the job. The job has been accepted but yet to be scheduled by adding an Appointment. Telecommunicator Job ReclassificationĪs the duties of telecommunicators continue to evolve and expand, the National 911 Program works with the broader 911 community to reclassify the 911 Telecommunicator from “Office and Administrative Support” to a “Protective Service Occupation.” A four-part Public Safety Telecommunicator Reclassification toolkit helps PSAPs address the changes the Bureau of Labor Statistics needs to see to reclassify telecommunicators.To learn how to update your team's user profile roles, visit our help articleĪ new job that has been offered via a connected Account or a service request that was submitted from our customer booking page. PSAPs continue to struggle with staffing and classification issues, and the Program supports efforts to improve recruiting and retention at 911 centers for the thousands of telecommunicators working to serve their communities across the U.S. The National 911 Program supports the work of the 911 community to provide training strategies for telecommunicators and has previously convened a working group of 911 associations to develop recommended minimum training guidelines for telecommunicators. Managers and supervisors may also be certified as emergency number professionals (ENPs) or certified public-safety executives (CPEs). Some 911 professionals are certified as emergency medical dispatchers (EMDs), emergency fire dispatchers (EFDs) or emergency police dispatchers (EPDs). This varied governance produces a unique challenge for training telecommunicators, as each agency may have its own educational standards. Throughout the nation, 911 call centers or public safety answering points (PSAPs)-also called Emergency Communication Centers (ECCs)-are managed by a variety of local and state agencies. They may also provide instructions to the 911 caller, which in many cases is essential to stabilizing or saving a life. They begin the important work of obtaining essential information, remaining calm, calming others, and sending the appropriate responders to the right location. Public safety telecommunicators are often the first point of contact in an emergency.
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