A dispatcher's shift handover checklist

Most dispatch problems that "came out of nowhere" were known by someone on the previous shift. A short, consistent handover fixes that. Use this checklist at every change of shift.

The checklist

1. Trucks still on the road, with their last known location and ETA.
2. Any breakdowns, accidents or delays, and who is handling them.
3. Loads waiting for a vehicle, and the promised pickup time.
4. Customer complaints that are open, with the promised callback time.
5. Drivers who are off sick or near their driving-hour limits.
6. Warehouse or dock issues, such as a blocked bay or a late unloading.
7. Payments or documents a driver is waiting for.
8. Calls that were missed and not yet returned.
9. Anything promised to a customer during the shift.
10. One line on what the next shift should do first.

Make it stick

Post the handover in the same place every time. With GT Connect team messaging (beta), a #dispatch channel works well: the outgoing dispatcher posts the checklist, and the incoming dispatcher replies to confirm. If something needs discussion, start a quick call from the channel.