Driving schedule: Dispatching and prioritizing emergencies
How to prioritize when multiple calls come in at the same time
§Step 1: Assess severity and danger
- 01Is there danger to people (personal injury, fire, dangerous placement)? – highest priority, involve emergency services if necessary.
- 02Is the vehicle in a dangerous place (motorway, curve, hilltop with poor visibility)?
- 03Are there children, elderly, or other vulnerable persons involved?
§Step 2: Assess scope of task
| Type of task | Typical time consumption | Priority for multiple calls |
|---|---|---|
| Simple jump-start/wheel change | 10-20 minutter | Can often wait a short time |
| Troubleshooting with uncertain cause | 20-40 minutter | Medium |
| Recovery from dangerous location (e.g. motorway) | 30-60+ minutter | High — move the vehicle away from danger as quickly as possible |
| Electric car suspected of battery damage | Varying, requires extra precautions | High — requires special handling |
§Step 3: Communicate wait time honestly
- 01Give the customer a realistic estimate of waiting time — rather be honest than optimistic.
- 02Update the customer if the waiting time changes during the process.
- 03Briefly explain why another task might come first (e.g. a person in danger).
§Step 4: Keep shift control updated
- 01Report status continuously so new calls can be distributed correctly.
- 02Let the responsible party know if a task shows it will take significantly longer than expected.
- 03Ask for assistance from a colleague if multiple critical tasks arise at once.