Question 1

What does a dispatch officer do?

Accepted Answer

A dispatch officer coordinates the movement of goods and vehicles, managing driver schedules, planning delivery routes, tracking shipments and ensuring timely dispatches. They serve as the central communication hub between drivers, warehouse staff, customers and management. Under the Storage Services and Wholesale Award (MA000084), dispatch officers are typically classified at Grade 3-4 depending on responsibilities.

Question 2

What award covers dispatch officers in Australia?

Accepted Answer

Dispatch officer positions are typically covered by the Storage Services and Wholesale Award 2020 (MA000084). This award applies to employees in storage, distribution and wholesale operations. Always verify which award applies to your specific business and operations.

Question 3

What classification level should I use for a dispatch officer?

Accepted Answer

Under the Storage Services and Wholesale Award, dispatch officers typically fall under Grade 3-4 depending on the complexity of operations, number of vehicles coordinated, level of autonomy and decision-making authority. Senior dispatch officers with additional responsibilities may be classified higher. Check the award for specific classification descriptors.

Question 4

Should I include pay rates in a dispatch officer job description?

Accepted Answer

While not legally required, including indicative pay rates helps attract suitable candidates and sets clear expectations. You can reference the applicable award rate or use phrases like 'Award rates apply' or 'Competitive salary based on experience.' Check the current Storage Services and Wholesale Award rates for guidance.

Question 5

What qualifications do dispatch officers need?

Accepted Answer

Dispatch officer roles typically require strong organisational skills, computer literacy, excellent communication abilities and problem-solving skills. While formal qualifications are not always mandatory, a Certificate III in Logistics or Transport & Distribution is highly desirable. Previous experience in dispatch, transport coordination or logistics operations is valuable.

Question 6

Do dispatch officers need any certificates?

Accepted Answer

No specific certificates are legally required for dispatch officers. However, a forklift licence can be beneficial if the role involves occasional warehouse duties. Certifications in transport management systems (TMS), route optimisation software or logistics qualifications enhance applications. Some businesses may require a working with children check if coordinating school bus services.

Question 7

What experience should I look for in a dispatch officer?

Accepted Answer

Look for candidates with previous experience in dispatch, logistics coordination, transport operations or warehouse management. Strong computer skills including experience with transport management systems, route planning software or fleet tracking platforms are highly valuable. Customer service experience and the ability to work under pressure are essential.

Question 8

Can I promote warehouse staff to dispatch officer roles?

Accepted Answer

Yes, promoting experienced warehouse or transport staff is common and effective. Look for team members who demonstrate strong organisational skills, attention to detail, good communication, computer literacy and understanding of operations. Provide training on dispatch systems, route planning and customer communication before they start the role.

Question 9

Should I hire casual or permanent dispatch officers?

Accepted Answer

Dispatch officer roles work best as permanent positions due to the responsibility level, system knowledge required and need for operational continuity. However, having trained relief officers on casual contracts provides coverage for leave and sick days. See our guide on casual vs permanent employment trends.

Question 10

What penalty rates apply to dispatch officers?

Accepted Answer

Under the Storage Services and Wholesale Award, penalty rates apply for: Saturdays, Sundays, public holidays, afternoon shifts and night shifts. Dispatch officers may work varied shifts to cover early morning dispatches or late afternoon returns. Casual employees receive a 25% loading instead of leave entitlements. Use award interpretation software to calculate rates accurately.

Question 11

What are the minimum shift lengths for dispatch officers?

Accepted Answer

Under the Storage Services and Wholesale Award, minimum shift lengths apply based on employment type. However, dispatch officer roles typically involve standard shift lengths (7.6 or 8 hours) aligned with operational hours. Early starts are common to coordinate morning dispatches. Check the award for specific requirements.

Question 12

What should I include in a dispatch officer employment contract?

Accepted Answer

Key elements include: position title and classification level, employment type, salary or hourly rate, applicable award, reporting structure, scope of responsibilities, work location, shift patterns and hours, on-call requirements if applicable, KPIs related to dispatch efficiency and any system access requirements. Use our digital employment contracts to simplify this process.

Question 13

How far in advance must I provide rosters to dispatch officers?

Accepted Answer

Under the Storage Services and Wholesale Award, rosters must typically be provided at least 7 days in advance. Changes within this period require employee agreement unless due to unforeseen circumstances. Using rostering software helps support compliance and gives dispatch officers visibility of their work schedule.

Question 14

What are typical shift patterns for dispatch officers?

Accepted Answer

Dispatch officer shift patterns depend on operational needs. Common patterns include early morning starts (5-6am) to coordinate first dispatches, day shifts aligned with business hours, or afternoon shifts for late deliveries and returns. Some operations require weekend coverage for time-sensitive deliveries. Split shifts are less common but may occur in 24/7 operations.

Question 15

What breaks are dispatch officers entitled to?

Accepted Answer

Under the Storage Services and Wholesale Award, employees are entitled to meal breaks and rest breaks based on shift length. Dispatch officers need clear backup arrangements during breaks to ensure operational continuity. Use break planning tools to support compliance while maintaining dispatch coverage.

Question 16

How do I manage dispatch officer availability and time off?

Accepted Answer

Dispatch is a critical function requiring consistent coverage. Build your roster with backup officers or cross-trained staff who can cover absences. Use rostering software to track leave requests, manage availability and ensure adequate coverage. Consider training warehouse supervisors or transport coordinators as backup dispatch officers.

Dispatch officer job description