Role Overview
The Locates Dispatcher serves as the central point of coordination for all 811 / One Call utility locate requests. This role is critical to ensuring project readiness, regulatory compliance, and safe operations by managing ticket intake, coordinating field locators, tracking deadlines, and maintaining clear communication with all stakeholders.
Key Responsibilities
811 Ticket Management
- Monitor and process incoming 811 / One Call tickets (standard, emergency, short-notice, and re-marks)
- Review ticket details to ensure accuracy, scope clarity, and compliance with response timelines
- Prioritize tickets based on urgency, regulatory deadlines, and field team capacity
Dispatch & Coordination
- Assign tickets to field locators based on territory, availability, and skill set
- Provide clear instructions, maps, and job details to field teams
- Communicate proactively with contractors and project teams regarding ticket status, delays, or updates
- Handle urgent and emergency dispatch requests in real time
Tracking & Compliance
- Track all active tickets to ensure completion within state-mandated deadlines
- Maintain accurate logs of ticket status, completion times, and resource allocation
- Ensure all completed work is properly documented (including photos and site markings)
- Close tickets accurately in both internal systems and 811 portals
Documentation & Systems
- Update internal systems, CRMs, and tracking tools with real-time information
- Maintain organized records of tickets, maps, and communications
- Process re-mark requests and coordinate updates with field teams
- Support reporting requirements for operations and compliance
Communication & Support
- Act as the main point of contact for contractors, project managers, and internal teams
- Communicate delays, conflicts, or changes clearly and promptly
- Escalate critical issues such as incorrect locates, access issues, or incomplete information
- Assist field teams with ticket clarification, coordination, and map interpretation
Required Technical Experience (Flexible but Mandatory Category)
Candidates must have experience with 811 systems or equivalent platforms, such as:
Utility Ticketing / Damage Prevention Platforms
- KorTerra
- PelicanCorp
- Exactix
- OneCallAccess
- Stake Center
GIS / Mapping Tools (valuable complement)
- ArcGIS
- QGIS
- Google Earth (advanced use)
- AutoCAD / Civil 3D
Dispatch / Field Service Systems
- ServiceTitan
- Jobber
- Housecall Pro
- FieldEdge
- Internal telecom or construction dispatch systems
Experience using any of these tools is considered relevant and required
Experience must be within telecom or construction industries
Preferred Experience
- Background in utility locating, dispatch operations, or OSP (Outside Plant)
- Knowledge of state dig laws and 811 regulations
- Experience supporting field technicians or construction crews
- Familiarity with telecom infrastructure
Work Environment
- Fast-paced, high-volume coordination role
- Requires constant communication via phone, email, and dispatch platforms
- Ability to handle urgent requests and make decisions under pressure
- Flexibility to support occasional after-hours or emergency requests
Skills:
- 1–2 years of experience in dispatch, utilities, telecom, or construction environments
- Experience working with 811 ticketing systems or similar platforms (required)
- Strong ability to manage multiple tasks in a fast-paced environment
- Experience reading and interpreting maps, blueprints, or GIS data
- Basic knowledge of underground utilities (fiber, power, gas, water, etc.)
- Strong communication and coordination skills
- High attention to detail and accuracy
