Dispatch Board Rules: Buffers, Buckets, Tiers, and a Rescue Slot (with 10‑Minute Huddle)

Choose either AM/PM or three time buckets. Post them on the board and in your booking script.

• Option A (simple): AM (8–12) and PM (12–4).
• Option B (busy metros): 8–11, 10–1, 1–4. Keep overlap minimal. Tool notes:
• ServiceTitan: Define bookable appointment windows in Adaptive Capacity (Settings > Capacity Planning [Adaptive Capacity] > Appointment windows).
• Jobber: Settings > Work Settings > Appointments > Arrival window (company default); override on a job when needed.
• Housecall Pro: Settings (gear) > Booking > General > Arrival Window (set default length); override per job/estimate when scheduling.

Split your service area into 2–5 zones (by ZIP clusters). Assign each tech a home zone for first‑call priority. Book into the bucket that keeps the day within the same or adjacent zones. Tool notes:

• ServiceTitan: Settings > Zones (create by ZIP/city); filter the Dispatch Board by Zone when booking/dispatching.
• Jobber: No native “zones.” Add a custom property tag like Zone: North/South/East/West and use the map + tags to group routes.
• Housecall Pro: Settings > Service Area (draw/add zones); use the Service Area and map when scheduling.

Adopt a standard between‑stop buffer so small overruns don’t cascade.

• Urban/dense: 15–30 minutes.
• Suburban/rural: 20–40 minutes. Enforcement:
• ServiceTitan: Set Minimum Booking Lead Time so CSRs can’t book into windows that are nearly over (Adaptive Capacity > Minimum booking lead time). If needed, widen default job durations slightly to include travel.
• Jobber: Keep the default arrival window realistic; use New Schedule’s suggested time slots to avoid long cross‑town jumps. Don’t stack end‑of‑bucket jobs back‑to‑back across zones.
• Housecall Pro: Use Optimize by Drive Time daily; avoid closing a bucket with a far‑away job if your buffer would be blown.

Tag every job as Short / Standard / Long and tie each tier to an arrival window size:

• Short (diagnostic, tune‑ups, simple fixes): 2‑hour window
• Standard (typical repair, replacement quotes): 3‑hour window
• Long (complex diagnosis, install‑adjacent, multi‑system): 4‑hour window Tool notes:
• ServiceTitan: Set estimated durations on Job Types; make bookable windows reflect tiers in Adaptive Capacity.
• Jobber: Use Job Templates with preset visit durations (Short/Standard/Long) and match the arrival window you communicate.
• Housecall Pro: Use job types/templates with expected duration; set the per‑job arrival window accordingly when scheduling.

Decide once, then systemize:

• Short: A/C no‑cool diagnostic, disposals, single‑circuit trips, garage‑door lube/tune.
• Standard: Capacitor + coil clean, faucet replacement, opener install, pest initial.
• Long: Heat‑exchanger/evap coil diagnostic, sewer camera + jet, multi‑panel work. Tool notes:
• ServiceTitan: Admin > Job Types (set default duration and skills/tags per type). Adaptive Capacity will hide windows a tech isn’t eligible for.
• Jobber: Build three Job Templates with default duration/line items; train CSRs to pick the template, not free‑type.
• Housecall Pro: Use job types + saved services; set duration defaults so windows match the tier.

Block a mid‑afternoon slot (60–90 min) that you only use for urgent, high‑value calls, warranty/recalls threatening tomorrow, or saves that keep an install on track. Name it clearly: “Rescue — Crew A.” Tool notes:

• ServiceTitan: On the Daily/Weekly Dispatch Board, add a Non‑Job Event for each tech/crew at the chosen time (title it “Rescue”).
• Jobber: Add an Event on each assigned tech calendar for the block.
• Housecall Pro: Schedule an Event to hold the block on each tech.

Write a hard rule: CSRs can’t use the rescue slot without dispatcher approval. If it’s unused by 2:00 pm, the dispatcher may release it to the waitlist. Tool notes:

• ServiceTitan: If you use Scheduling Pro, add a simple booking rule to steer online bookings away from the rescue block; otherwise the Non‑Job Event hold prevents selection.
• Jobber / Housecall Pro: The Event hold prevents normal booking. If you release it, delete/shorten the Event and call the top waitlisted job.

Always book with drive time visible and let the system suggest the least‑drive option.

• ServiceTitan: Use Get Adaptive Availability when booking; Dispatch Pro can assist with constraints/skills.
• Jobber: On the New Schedule, use Suggested time slots and the map to keep routes tight; re‑order visits if the day looks jagged.
• Housecall Pro: Click Optimize by Drive Time each morning (and after same‑day adds) to reduce zig‑zags.

Post this by the phones:

1. Confirm zone from address; pick the nearest bucket first.
2. Tag job Short/Standard/Long from the cheat list; set the matching window.
3. Check drive‑time buffer: don’t book if it lands inside the last [BUFFER] minutes of a bucket.
4. Offer paid 1‑hour ‘express’ only when capacity allows; otherwise stick to standard windows.
5. Rescue slot is dispatcher‑release only.

Timebox to 10 minutes, at the board, standing.

• Yesterday: Where did gaps/overruns hit? Any window misses?
• Today: Confirm each crew’s rescue slot and first two calls by zone.
• Constraints: Tech PTO/parts runs/training; weather; installs spilling.
• Risks: Which calls are at risk of sliding? What’s Plan B?
• Close: One change to today’s routes/windows; one reminder for CSRs.

Choose a starting profile, then adjust Fridays based on actuals.

• 4‑truck HVAC/PL shop (metro): Buckets 8–11 / 10–1 / 1–4; Buffer 20–30 min; Rescue 2:30–4:00.
• 2‑crew garage door (suburban): Buckets AM (8–12) / PM (12–4); Buffer 20–30 min; Rescue 1:30–3:00. Measure: window hits %, overtime minutes, completions/crew‑day, and rescue‑slot utilization.