Guide
Dispatch Basics Without a Dispatcher: Job Statuses That Work
Use 5 statuses only: Scheduled, On the way, On-site, Complete, Follow-up needed. Write a one-line definition for each. Set a rule: update status when it changes, not at end of day. Store status in one place (shared board, sheet, or app) so you're not digging through texts. When you're ready for software, look for a simple status board that shows all jobs at a glance, status updates from the field (mobile), and status history per job.
For small teams where the owner handles dispatch and updates are in texts or in people's heads.
Next: Roll out the 5 statuses and the update rule for one week; then check if job status updates are clear and consistent.
The situation
You need to know where each job stands—who’s on the way, who’s on-site, who’s done—but updates are in texts or in people’s heads. Without clear statuses in one place, you can’t see what needs attention or answer a customer’s “where’s my tech?”
You don’t need a full-time dispatcher to fix this. You need a small set of statuses and a rule that everyone updates when something changes. Use 5 statuses only (Scheduled, On the way, On-site, Complete, Follow-up needed), store status in one place, and set a rule: update when it changes, not at end of day. Review status at a set time each morning so everyone starts the day aligned.
What usually causes confusion
- Too many status options that overlap—no one agrees when to use “In progress” vs “On-site.”
- Status updates live in texts or verbal check-ins, not in one place you can look at.
- No clear rule for when to update—so some techs update in real time, others at end of day.
- Status doesn’t tie to the job record, so the office can’t see history or follow up.
Quick fixes you can try this week
- Use 5 statuses only: Scheduled, On the way, On-site, Complete, Follow-up needed. Write a one-line definition for each.
- Set a rule: update status when it changes, not at end of day. The owner (or whoever runs the board) should see it in real time.
- Store status in one place—a shared board, sheet, or app—so you’re not digging through texts.
- Review status at a set time each morning so everyone starts the day aligned.
If you're ready: what to look for
- Simple status board that shows all jobs at a glance so you know who’s where.
- Status updates from the field (mobile) so techs don’t have to call in.
- Status history per job so you can see when things changed and why.
Mistakes to avoid
- Creating too many status options—keep it to 5–7 so the team actually uses them.
- Letting status depend on memory or verbal updates—it has to live in one visible place.
- Not training the team on when to use each status—otherwise everyone does it differently.
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Copy-paste scripts and checklists for this pain: