Dispatch roles require constant coordination, fast decisions, and clear communication across technicians, customers, and internal teams. The 2026 Dispatch Forum in Chicago focused on improving how teams handle those responsibilities in real time.

Over two days, members worked through communication styles, scheduling challenges, field productivity, and the day-to-day realities of dispatch.

Day 1: Communication and Self-Awareness

Day one featured a session with Lisa Withers focused on managing people, pressure, and relationships in real time.

Members learned how different personality styles affect communication, decision-making, and behavior under stress. Using the DiSC framework, they identified their own tendencies and discussed how those show up in daily interactions.

Exercises focused on:

• Understanding how others prefer to communicate
• Recognizing how behavior changes under pressure
• Adjusting communication based on the situation

One activity highlighted how assumptions and lack of information can impact outcomes. Members worked through a scenario with limited communication and saw how quickly misalignment can occur.

The session also introduced the concept of the “whirlwind,” which represents the urgent work that fills most of the day. Members discussed how spending all of their time on urgent tasks can lead to more mistakes, less planning, and higher stress.

Day 2: Real-World Application

Day two focused on applying those concepts to daily work.

Members worked through table discussions and exercises based on real dispatch scenarios. Topics included prioritizing service calls, managing technician schedules, and handling competing demands with limited resources.

One exercise asked each group to build out a full day of dispatch with multiple variables, including technician availability, emergency calls, and planned work. Groups discussed what information they needed, how they made decisions, and what they would adjust.

A consistent theme was the importance of asking the right questions early. Dispatchers need clear information to determine urgency, assign the right technician, and manage expectations.

Field Productivity and PM Execution

The group spent time on areas where dispatch has a direct impact on performance.

Field productivity discussions focused on matching technician skill sets to the right work, managing schedules efficiently, and understanding customer priorities.

Preventative maintenance was another key topic. Members shared how they are staying on track with PM work and improving completion rates. Examples included:

• Dedicated agreement teams
• Real-time reporting tools
• Capacity planning and scheduling processes

Several companies shared how they are tracking PM progress and holding teams accountable to completion timelines.

Technology and AI in Dispatch

Members discussed how they are managing increasing technology demands, including software transitions and client-required systems.

The conversation focused on how to adapt to new tools while maintaining efficiency. Members also shared how they are using AI in small ways, including:

• Translating technician notes
• Improving clarity in communication
• Assisting with scope development

The focus remained on practical use cases that support daily work.

Stress, Personal Maintenance, and Team Support

Dispatch roles come with consistent pressure. Members identified common stressors such as workload, scheduling challenges, communication breakdowns, and customer expectations.

The group discussed the idea of “personal PM,” which refers to routines that help maintain performance and prevent burnout. Examples included stepping away from the desk, managing time outside of work, and maintaining consistent habits.

The discussion also covered how teams recognize contributions and support each other. Members shared how they acknowledge effort, celebrate wins, and maintain connection across their teams.

“The best part of the Dispatch Forum was learning from peers how they do different types of things in their operations,” said Shermaine Auguste (Brooks Building Solutions).

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If you’re a mechanical contractor looking for a peer group that brings real value, real sharing, and real relationships, learn more about becoming a Synergy member.