25 Security Dispatcher Interview Questions and Answers

Emergency dispatchers are the 911 operators of the security world. They are the first point of contact for people who need help and the ones who determine the level of response that is needed. Security dispatchers work in a variety of settings, including hospitals, schools, businesses, and government buildings.

Dispatchers are often the first people to learn about emergencies and the last people to talk to the victims. They need to be able to handle stressful situations and communicate effectively with other emergency responders. Because of the critical nature of the job, many dispatchers go through extensive training.

If you’re looking to become a security dispatcher, you’ll likely need to go through a job interview. In this interview, you’ll likely be asked questions about your experience, your ability to handle stress, and your knowledge of emergency procedures. To help you prepare, we’ve put together a list of common security dispatcher interview questions and answers.

1. Are you comfortable working in a high-pressure environment?

Security dispatchers often work in a high-pressure environment. They need to be able to handle stressful situations and make quick decisions under pressure. Employers ask this question to see if you are capable of working in such an environment. In your answer, explain that you have experience working in a high-pressure environment. Explain how you can use your skills to help the security team succeed.

Example: “Absolutely. I have extensive experience working in high-pressure environments as a Security Dispatcher. In my current role, I am responsible for responding to emergency situations and making sure that all security protocols are followed. This requires me to stay calm under pressure and make quick decisions while remaining aware of the situation at hand. I’m confident in my ability to handle any stressful situation that may arise on the job. On top of this, I’m also highly organized and detail-oriented, which allows me to prioritize tasks efficiently and effectively.”

2. What are some of the most important qualities for a successful security dispatcher?

This question can help the interviewer determine if you have the skills and abilities to succeed in this role. Security dispatchers need to be organized, detail-oriented and able to multitask. They also need excellent communication skills and problem-solving abilities. When answering this question, make sure to mention a few qualities that you possess and how they can benefit your work as a security dispatcher.

Example: “As a security dispatcher, it is important to possess certain qualities in order to be successful. First and foremost, I believe that having excellent communication skills is essential for any security dispatcher. This includes being able to effectively communicate with both colleagues and customers in order to ensure that all parties are on the same page. In addition, strong organizational skills are also necessary in order to keep track of multiple tasks at once. Being able to prioritize tasks while staying organized is key to success as a security dispatcher.

Furthermore, I believe that having an eye for detail is also very important. Security dispatchers must pay attention to even the smallest details in order to prevent potential issues from arising. Finally, I think that having a good understanding of technology is also beneficial. Knowing how to use various software programs and systems can help streamline processes and make the job easier.”

3. How would you handle multiple emergency calls at once?

Security dispatchers often have to handle multiple calls at once. Employers ask this question to see if you can multitask and prioritize your work effectively. In your answer, explain how you would manage the situation and ensure that all of the calls are handled in a timely manner.

Example: “I understand the importance of responding to multiple emergency calls at once. In my experience as a Security Dispatcher, I have developed strategies for managing multiple emergency calls efficiently and effectively.

My first priority is always safety. I make sure that all emergency calls are prioritized based on their urgency, so that those in immediate danger receive help first. To ensure that no call goes unanswered, I use an organized system to keep track of each call and its status. This helps me stay focused and respond quickly to any changes or updates.

Additionally, I am able to remain calm under pressure and think clearly when faced with difficult situations. I communicate regularly with security personnel to provide them with necessary information and instructions. Finally, I document all calls and follow up with appropriate authorities to ensure that every situation is handled properly.”

4. What is your experience with dispatching emergency services?

This question can help the interviewer determine your experience with dispatching emergency services and how you handled those situations. Use examples from previous work to highlight your skills, abilities and knowledge in this area.

Example: “I have extensive experience dispatching emergency services. I have worked in the security industry for over 10 years, and during that time I have been responsible for dispatching police, fire, and medical personnel to various locations. During my tenure, I have developed a strong understanding of the protocols and procedures related to dispatching emergency services. I am familiar with local laws and regulations regarding emergency response, and I understand how to prioritize calls based on their urgency. I also have experience using computer-aided dispatch systems, which allows me to quickly locate and contact the appropriate personnel when needed. Furthermore, I am adept at multitasking and remain calm under pressure, both of which are essential qualities for a successful Security Dispatcher.”

5. Provide an example of a time when you had to use your critical thinking skills to resolve a difficult situation.

Critical thinking is an important skill for security dispatchers to have. Employers ask this question to see if you can use your critical thinking skills in a way that benefits their company. When answering this question, think of a time when you used your critical thinking skills to solve a problem or challenge. Explain how you solved the issue and what the outcome was.

Example: “I recently had to use my critical thinking skills to resolve a difficult situation while working as a Security Dispatcher. I received an emergency call from one of our security officers who was responding to a disturbance at a local business. The officer reported that there were two individuals involved in the altercation and that they were both armed with weapons.

After assessing the situation, I quickly realized that this could potentially be a dangerous situation for everyone involved. I used my critical thinking skills to determine the best course of action by evaluating all of the available information. After considering all of the options, I decided to contact the police department and request additional assistance. Once the police arrived on scene, they were able to de-escalate the situation and safely remove the individuals from the premises.

This experience demonstrated my ability to think critically and make sound decisions under pressure. It also showed my commitment to ensuring the safety of our personnel and the public.”

6. If you could change anything about the way emergency services currently operate, what would it be?

This question is a way for the interviewer to assess your knowledge of current emergency services and how you would improve them. Your answer should show that you understand the current system and have ideas on how it could be improved.

Example: “If I could change anything about the way emergency services currently operate, it would be to improve communication between dispatchers and first responders. As a security dispatcher, I understand how important it is for both parties to have clear and timely communication in order to ensure an effective response. I believe that by implementing better technology and training protocols, we can create more efficient processes that will ultimately lead to faster responses and improved safety outcomes.

For example, I think introducing mobile applications or other digital tools that allow dispatchers to quickly share information with first responders would be beneficial. This would enable them to receive real-time updates on the situation as well as any relevant details they need to know before arriving at the scene. In addition, I also think providing additional training to dispatchers on how to effectively communicate with first responders during emergencies would help to ensure that everyone involved has the necessary information to respond appropriately.”

7. What would you do if you gave an officer incorrect information?

This question is a great way to test your problem-solving skills and ability to take responsibility for your actions. Security dispatchers are often in charge of giving officers information about their assignments, so it’s important that they’re able to do this accurately. In your answer, try to show the interviewer that you understand how important accuracy is when working as a security dispatcher.

Example: “If I gave an officer incorrect information, the first thing I would do is apologize for my mistake. I understand that as a security dispatcher it is my responsibility to provide accurate and timely information to officers in order to ensure their safety. After apologizing, I would immediately take steps to correct the error by double-checking any data or sources I used to make sure they were accurate. I would also communicate with the officer to explain what happened and how I am correcting the mistake. Finally, I would document the incident so that I can review it later and use it as a learning experience to help me prevent similar mistakes from happening in the future.”

8. How well do you know the layout of the area you’re responsible for covering?

Security dispatchers are responsible for knowing the layout of their area and being able to communicate that information to security officers. This question helps employers determine how familiar you are with the areas you’re covering, as well as your communication skills. In your answer, try to show that you have a good understanding of the area and can relay important details clearly.

Example: “I have extensive knowledge of the area I am responsible for covering. I have worked in this field for over 10 years and have become very familiar with the layout of the area. During my time as a Security Dispatcher, I have developed an understanding of the streets, buildings, and other areas that are important to monitor. I also keep up-to-date on any changes or updates to the area so that I can provide accurate information when needed.

In addition, I use mapping software to help me stay aware of the current layout of the area. This helps me quickly identify potential risks or threats and respond accordingly. I also take part in regular training sessions to ensure I remain knowledgeable about the area I’m responsible for monitoring.”

9. Do you have any experience using dispatch software?

This question can help interviewers learn about your experience with a specific type of software. If you have used dispatch software in the past, share what it was and how it helped you complete your job duties. If you haven’t worked with this kind of software before, you can still answer honestly by describing other types of software you’ve used to perform similar tasks.

Example: “Yes, I have extensive experience using dispatch software. In my current role as a Security Dispatcher, I use the latest version of our company’s proprietary software to monitor and respond to security incidents. I am well-versed in all aspects of the software, including creating incident reports, tracking response times, and updating records.

I also have experience with other types of dispatch software, such as CAD systems used by law enforcement agencies. I understand how these systems work, and I’m comfortable navigating their interfaces. My familiarity with different types of dispatch software makes me an ideal candidate for this position.”

10. When is it appropriate to transfer a call?

Security dispatchers often need to transfer calls to other security officers or departments. This question helps the interviewer determine your knowledge of when it’s appropriate to do so and how you would handle such a situation. Use examples from previous experience in which you transferred a call and what the results were.

Example: “When it comes to transferring calls as a Security Dispatcher, I believe it is important to assess the situation and determine if it is appropriate. It is important to consider both the caller’s needs and the resources available at the time of the call. If the caller requires assistance that cannot be provided by the dispatcher, then it may be necessary to transfer the call to another department or agency. For example, if a caller is reporting a medical emergency, it would be appropriate to transfer the call to an ambulance service or hospital. On the other hand, if the caller is simply asking for general information, such as directions or business hours, it may not be necessary to transfer the call.”

11. We want to improve our response time. What changes would you make to how we dispatch calls?

Security dispatchers are responsible for ensuring that security officers respond to calls in a timely manner. Employers ask this question to see if you have any ideas on how they can improve their response time. In your answer, explain what steps you would take to ensure the company responds more quickly to calls.

Example: “I understand that response time is a key factor in successful security dispatching. To improve our response time, I would first focus on streamlining the dispatch process. This could include implementing an automated system to quickly and accurately assign calls to officers based on their location and availability. I would also ensure that all necessary information about the call is collected upfront so that officers have the information they need before responding. Finally, I would make sure that there is clear communication between dispatchers and officers throughout the entire process. This will help reduce confusion and allow for more efficient responses.”

12. Describe your process for handling calls from people who are experiencing a mental health emergency.

Security dispatchers often have to handle calls from people experiencing a mental health emergency. Employers ask this question to make sure you have the experience and training to handle these types of situations. In your answer, explain how you would respond to someone who is having a mental health crisis. Share what steps you would take to ensure they are safe while also ensuring that their actions do not put others in danger.

Example: “When handling calls from people who are experiencing a mental health emergency, I always prioritize the safety of both the caller and those around them. My first step is to assess the situation by asking questions about the caller’s current state of mind and any potential risks they may pose to themselves or others. Once I have an understanding of the situation, I will then take appropriate action such as dispatching security personnel, contacting local law enforcement, or providing resources for the caller to seek help.

I also make sure to remain calm and empathetic throughout the call in order to ensure that the caller feels comfortable and safe. I understand how difficult it can be for someone to reach out for help during a mental health crisis, so I strive to provide support and reassurance while helping them find the best course of action.”

13. What makes you stand out from other candidates for this position?

Employers ask this question to learn more about your qualifications and how you can contribute to their company. Before your interview, make a list of all the skills and experiences that qualify you for this role. Focus on what makes you unique from other candidates and highlight any transferable skills or certifications you have.

Example: “I believe my experience and knowledge make me stand out from other candidates for this position. I have been a Security Dispatcher for the past five years, during which time I have gained extensive knowledge of security protocols and procedures. My experience includes responding to emergency calls, dispatching officers to various locations, and providing support to law enforcement personnel. In addition, I am well-versed in all relevant laws and regulations related to security operations.

Furthermore, I possess strong communication skills and an ability to remain calm under pressure. During my career as a Security Dispatcher, I have had to handle many difficult situations with professionalism and poise. I also have excellent problem solving skills and can quickly assess and respond to any situation that arises. Finally, I am highly organized and detail-oriented, allowing me to effectively manage multiple tasks simultaneously.”

14. Which emergency services have you worked with in the past?

This question can help the interviewer determine if you have experience working with their company’s emergency services. If you don’t have any previous experience, you can talk about how you would handle a situation in which you had to work with an unfamiliar service.

Example: “I have worked with a variety of emergency services in the past. I have experience working with police departments, fire departments, and ambulance services. My primary role was to coordinate communication between these different agencies and ensure that all personnel were kept up-to-date on any relevant information. I also had responsibility for dispatching resources as needed, ensuring that they arrived at their destination quickly and safely.

In addition, I am familiar with many of the protocols and procedures used by these emergency services. This includes understanding when it is appropriate to call each service, how to prioritize calls, and how to effectively communicate with personnel on scene. I understand the importance of accuracy and efficiency when dealing with emergencies and take pride in my ability to provide quality service.”

15. What do you think is the most important aspect of customer service for a security dispatcher?

Customer service is an important part of any job, but it’s especially crucial for a security dispatcher. The interviewer will want to know that you understand the importance of customer service and how it can affect your ability to do your job well. In your answer, explain what you think is most important about providing good customer service and why it matters.

Example: “The most important aspect of customer service for a security dispatcher is providing timely and accurate information. As a security dispatcher, it’s my job to ensure that all calls are responded to promptly and accurately. I understand the importance of responding quickly to emergency situations and ensuring that all relevant information is relayed in an efficient manner. It’s also essential to provide clear instructions on how to handle any situation that may arise. Finally, I believe that being able to remain calm and professional under pressure is key to providing excellent customer service as a security dispatcher.”

16. How often do you update your emergency response plan?

Security dispatchers need to be aware of any changes in their security protocols. Employers ask this question to make sure you are committed to keeping your knowledge up-to-date. In your answer, explain that you will regularly review the plan and update it as needed. Show the interviewer that you have a strong work ethic by mentioning how you value accuracy and attention to detail.

Example: “As a Security Dispatcher, I understand the importance of having an up-to-date emergency response plan. I make sure to update my emergency response plan at least once every quarter. This ensures that all employees are aware of the latest protocols and procedures in case of an emergency situation. I also review the plan with my team on a regular basis to ensure everyone is familiar with it. Furthermore, I always keep abreast of any new developments or changes in our industry so that I can incorporate them into our emergency response plan as needed.”

17. There is a bug in dispatch software that prevents you from seeing the location of an officer who has responded to a call. What do you do?

This question is an opportunity to show your problem-solving skills. You can answer this question by describing the steps you would take to fix the bug and how you would communicate with the officer while you were fixing it.

Example: “When faced with a bug in dispatch software, my first step is to troubleshoot the issue. I would start by checking the system logs and running diagnostics on the hardware and software components of the system. If these steps do not resolve the issue, I will contact the vendor for assistance.

If the vendor cannot provide an immediate solution, I will use alternative methods to locate the officer. This could include using radio communication or contacting other officers who may have seen the responding officer’s location. I am also familiar with manual tracking systems that can be used as a backup when technology fails.”

18. Describe a time when you had to make a difficult decision under pressure.

This question can help interviewers learn more about your problem-solving skills and ability to make quick decisions. When answering this question, it can be helpful to describe a specific situation where you had to make a decision quickly and how that choice helped the company or organization succeed.

Example: “When I worked as a security dispatcher at my previous job, we were understaffed one night due to illness. This meant there was only one person on call for all of our locations. One location called in with an emergency, so I had to decide whether to send someone from another location to cover or handle the issue myself. In the end, I decided to go to the location myself because I knew no one else could get there any faster than me. I arrived within five minutes of the call and handled the situation.”

Example: “I recently had to make a difficult decision under pressure while working as a Security Dispatcher. I was on duty when an alarm went off in one of the buildings we were responsible for monitoring. After assessing the situation, I determined that there was a potential security risk and needed to act quickly.

I weighed all of my options carefully before making a decision. I considered calling the police, but decided against it due to the high cost associated with such a response. Instead, I chose to contact the building manager and have them investigate the situation. This allowed us to save money and still ensure the safety of our clients.

The decision was difficult because I had to balance the need to protect our clients with the financial constraints of the company. In the end, I made the right call and the situation was resolved without any further incident. My experience has taught me how to think quickly and make decisions under pressure while keeping the best interests of the company in mind.”

19. What do you feel is the most important part of your job as a security dispatcher?

This question can help the interviewer understand what you value most in your work and how it impacts others. Your answer should reflect a commitment to customer service, problem-solving and teamwork.

Example: “As a security dispatcher, I believe the most important part of my job is to ensure that all calls for service are responded to in a timely and efficient manner. This means having an understanding of the protocols and procedures necessary to handle each situation appropriately. It also involves staying up-to-date on any changes or updates related to safety and security measures. Finally, it requires being able to effectively communicate with other dispatchers, officers, and supervisors in order to coordinate responses and provide accurate information. By taking these steps, I can help ensure that everyone involved remains safe and secure.”

20. How would you handle a situation if an officer needed help, but there were no other officers available?

This question can help the interviewer understand how you would handle a challenging situation and whether you have experience with it. Use your answer to highlight your problem-solving skills, ability to work independently and willingness to take on challenges.

Example: “If I were in a situation where an officer needed help and there were no other officers available, my first priority would be to ensure the safety of the officer. I would assess the situation and determine what resources I have at my disposal. Depending on the severity of the incident, I may contact local law enforcement or emergency services for assistance. If necessary, I could also use our security cameras to monitor the scene until additional help arrives.

I understand that communication is key in these types of situations so I would make sure to keep the officer updated with any information I receive from outside sources. I would also provide them with guidance on how to best handle the situation until help arrives. Finally, I would document all details related to the incident including the time it took for help to arrive and any actions taken by myself or the officer.”

21. In what ways do you stay informed about changes in the local area that could impact our dispatching operations?

Security is a dynamic field, and the interviewer wants to make sure you’re willing to keep up with changes in your community. Your answer should show that you are committed to staying informed about security issues in your area.

Example: “Staying informed about changes in the local area is an essential part of my job as a Security Dispatcher. I make sure to stay up-to-date on any new laws, regulations, or other developments that could impact our dispatching operations. To do this, I regularly read news articles and follow relevant social media accounts. I also attend seminars and conferences related to security and law enforcement topics. Finally, I keep in touch with colleagues in the industry who can provide me with valuable insights into current trends and developments. By staying informed, I am able to anticipate potential issues before they arise and take proactive steps to ensure our dispatching operations run smoothly.”

22. How do you ensure accuracy when entering data into dispatch software?

Security dispatchers often use dispatch software to enter information about security incidents. This question helps the interviewer evaluate your attention to detail and organizational skills. Use examples from past experience where you used specific methods or tools to ensure accuracy when entering data into a computer system.

Example: “When entering data into dispatch software, accuracy is of the utmost importance. To ensure accuracy, I always double-check my work and make sure that all information is entered correctly. I also take advantage of any available tools to help me verify the accuracy of the data I enter. For example, if there is an option to auto-fill fields or run a spell checker, I will use these features to ensure accuracy. Finally, I am very detail-oriented when it comes to data entry and I pay close attention to even the smallest details. This helps me catch any potential errors before they become a problem. By taking these steps, I can guarantee that the data I enter into the system is accurate and up-to-date.”

23. Explain how you prioritize calls based on severity and urgency.

Security dispatchers often have to prioritize calls based on severity and urgency. This question helps employers understand how you would handle this responsibility in their company. Use your answer to highlight your organizational skills, attention to detail and ability to make quick decisions under pressure.

Example: “As a Security Dispatcher, it is my responsibility to prioritize calls based on severity and urgency. To do this, I first assess the situation by asking questions such as what type of emergency is being reported, how many people are involved, and if there is an immediate threat to safety or property. After gathering all the necessary information, I assign each call a priority level ranging from low to high. Low priority calls include non-emergency requests for assistance while high priority calls involve life-threatening situations that require immediate attention. Once the priority has been determined, I dispatch the appropriate personnel and resources to handle the situation in a timely manner. Finally, I document all relevant details about the call in order to provide accurate records for future reference.”

24. If you encounter a situation where someone needs immediate assistance, but you are not sure which service should respond, how do you decide?

This question can help the interviewer determine how you make decisions in high-pressure situations. Use your answer to highlight your critical thinking and problem-solving skills.

Example: “When I encounter a situation where someone needs immediate assistance, my first priority is to determine the severity of the incident. This helps me decide which service should respond. If it is an emergency that requires medical attention, then I will contact 911 and provide them with all relevant information about the situation. If it is a non-emergency but still requires urgent assistance, such as a suspicious person or activity, then I will contact the local police department. Finally, if the situation does not require any kind of emergency response, then I will contact the appropriate security personnel for further instructions.

No matter what the situation is, I always prioritize safety and make sure that the right people are responding in a timely manner. My years of experience as a Security Dispatcher have taught me how to quickly assess a situation and take the necessary steps to ensure everyone’s safety.”

25. Describe a time when you had to provide emotional support to someone who was calling in distress.

Security dispatchers often have to provide emotional support to people who are in distress. This question helps the interviewer understand how you handle these situations and whether you can be empathetic toward others. In your answer, describe a specific situation where you helped someone through an emotionally challenging time.

Example: “I have had many opportunities to provide emotional support to people who were calling in distress. One of the most memorable experiences I had was when a woman called our security dispatch line because she was feeling unsafe and scared while walking home late at night.

When I answered her call, I immediately tried to reassure her that help was on its way and that she would be safe soon. I asked her questions about where she was located so that I could send an officer to her exact location as quickly as possible. During this time, I also kept talking to her, trying to keep her calm by asking her about her day and listening to her worries.

Once the police officers arrived, I stayed on the phone with her until they reached her safely. Afterward, I followed up with her to make sure she was okay and offered her additional resources if needed. This experience taught me the importance of providing emotional support to those in need and how it can truly make a difference in someone’s life.”