1. Policies And Procedures
  2. Night Dispatch Instruction

Night Dispatch Instruction

Night Dispatch Instruction



  1. The main purpose of the Instruction 

  2. Basic rules for Night Dispatch Team

  3. Job description process

  4. Stress cases for Night Dispatcher

  5. Night Dispatcher duties



  1. The main purpose of the Instruction

The main purpose of the Instruction is to set up basic rules for Night Dispatcher, to describe the job description process and also possible stress cases during Night Dispatching. The Instruction identifies as well the Tools box and powers for Night Dispatcher. 


  1. Basic rules for Night Dispatch Team

  1. Customer service. Night Dispatchers must be polite with every part during the shift – by phone, by email, other channels of communication.


  1. Communication by email and phone must be restrained and only in essence.


  1. Every time when picking up the phone the Night Dispatcher must introduce himself: “Night Dispatch Vista Trans, [Night Dispatcher Name] is speaking, how can I help you?“


  1. Do not hang up when the other person still needs your help.


  1. Organization: Always check with your shift teammate you shift the day before. If you can’t come to work - inform Myroslav and Marian and resolve the issue with your shift teammate. Not acceptable – absence during your shift without informing your teammate for whatever reason. In case you really have a very respectful reason for not being at your shift, you MUST inform your teammate in advance and ask to cover your shift.  If you have some issues with electricity or internet and you know it’s more than for 15 minutes - always have a charged laptop, another sim card to connect or card with enough internet GB to be done you shift. Please have everything set on your phone: Google Sheets, Gmail, Samsara, Vonage.


  1. You should know the nearest places with the internet, like gas stations, hotels or places with wi-fi. Just to come and make a call to teammates. Your phone must be set in any modes as you wish, but teammates must reach you in case of emergency. If your teammates do not answer, you should Inform Alex Smurov, Vitalii Miziuk, Austin Horrin, Iren Oben, Marian Stakh, Pavel Gnatiyk, and try to reach the next shift teammate.



  1. Please note, in case Night Dispatcher does not follow up this Instruction, the following rule takes effect: 1st warning, 2nd warning, dismissal. 


  1. Job description process

3.1. In the beginning of your shift:

  1. Check-in in Helix

  2. Check the Night dispatch spreadsheet and set Samsara UPS and FedEx. If you see missed places with driver’s information please call immediately to Alex Smurov (ext 114), Vlad Moskalyk (ext. 115).

  3. Check Afterhours Reefer Spreadsheet

  4. Check Reefer Loads List Day to Day 2022-23

  5. Check BD Freight spreadsheet

  6. Check Syfan Lanes GM – Jeremy - not needed anymore

  7. Check Night Dispatch Overflow VTF 

  8. Check Amazon Relay 

  9. Check Telegram chat with SYFAN

  10. Check updates from Customs clearance division, email from Serhii Pasaman, Border Connect, Customs Clearance Overview 2022 & 2023. In case you have any questions please call asap 416 642 6526 Ext 301

  11. Mark read all messages older than 1 day. Check all email and find if there are any unanswered messages.



  1. Main working process:


  1. Night Dispatchers must make sure about on time pick up / delivery.

  2. To check ETA for delivery once an hour. 

  3. Priority on loads and updates (in decreasing order): UPS, FedEx, Amazon,  Meijer, CJ, Lineage, Meijer, Syfan. UPS and FedEx are especially crucial and timely sensitive. Then - regular brokers (Coyote, RXO, UberFreight etc).

  4. To get needed documents from the drivers. 

  5. To provide updates to the load brokers. Once you get an email from the load broker you must reply immediately like “Got it, checking. Will provide an update soon”. Please note, you have maximum of 15 minutes to provide an update. In case the issues cannot be solved during the Night Shift, you must inform the load broker that the Daily Dispatch Team will reach the load broker with the decision. 

  6. If a broker is asking for updates by phone please use Helix > TMS -> Loads -> search by load broker number.

  7. If you have a load in the system, please ask the load broker what kind of updates they need.

  8. CI//CO time (90% requests) - Open Samsara: Overview, driver truck number to searching, set date and find location and give updates. 

  9. If load not in the system:

1. Double check load number
2. Ask Brokers company name
3. Ask name of dispatcher
4. Truck and trailer numbers
5. Pickup and Delivery location
6. Dates of Delivery location
7. Direct phone to contact the same person.

  1. Searching the load:
        1. Helix -> Dispatcher Board -> CTRL+F and enter information.

2. If dispatcher in USA you may call him and text message to Vonage
3. If the dispatcher is in other countries - text message. If it early morning - call in Vonage
4. But firstly - try to find a driver on this load.

5. If there is no luck, ask Vitalii Miziuk (UPS, Meijer, Lineage, Sysco), Alex Smurov, Vladyslav Moskalyuk, Pavel Gnatyuk.


  1. Before leave:


  1. Create a report and call your next shift teammate and tell all cases.

  2. Text report to Viber chat and write Email with all notes

  3. Check - out from Helix. 

  1. Stress cases for Night Dispatcher


  1. In case Trailer or Truck is stolen, Night Dispatcher must send an email to  Safety Main safety@vistatrans.com, James Dix james.dix@vistatrans.com, FLEET fleet@vistatrans.com, Dispatch Group dispatch@vistatrans.com. 


  1. In case truck or Trailer is broken down, Night Dispatcher must inform immediately Roadside Assistance roadside@vistatrans.com, phone # 773 904 0023 Ext 401 or cell # 630-461-28-57, copy: After hours dispatch afterhoursdispatch@vistatrans.com, Dispatch Group dispatch@vistatrans.com. After 10-15 mins, the Night Dispatcher must get an eta for repairs from the Roadside Team. The Night Dispatcher must inform the load broker about the issue with Truck or Trailer. When Truck must go to the Dealer or wait till the morning to be fixed. The Night Dispatcher should inform the load broker about recovery.  


  1. In case of accident on the road, Night Dispatcher must inform immediately by email Roadside Assistance roadside@vistatrans.com, Safety Main safety@vistatrans.com, James Dix james.dix@vistatrans.com, FLEET fleet@vistatrans.com, Dispatch Group dispatch@vistatrans.com, After hours dispatch afterhoursdispatch@vistatrans.com, Claims At Vista claims@vistatrans.com. Night Dispatcher must inform the load broker about an accident with a Truck or Trailer. Please follow a chart below and see if Post Accident Drug and Alcohol Test required. If so, you have 8 hours to locate a Medical Examination Facility. In case of issues with finding facilities or transportation for drivers to these facilities please reach out to someone from Management (Safety/Fleet/Operation) in order to get advice.


  1. If you missed to Check In or Check Out, please send email to hr.ssc@vistatrans.com, copy Margarita Sivova, Marian Stakh. 


  1. If you have any technical issues please make a Screenshot, describe the issue and send email to Vista Trans USA Help Desk help@vistatrans.com, copy: Marian Stakh.

  2. Driver is unreachable and must go back on the road.

    1. Open Dispatcher Board -> CTRL+F -> truck number and check his phone number -> Call

    2. Open Samsara -> Overview -> truck number and check phone number in Samsara.

    3. You can always call the Off duty Team Driver when On duty driver is not available.

    4. Open Google maps and find all places 24/7 near him, like Gas stations, Hotels, shops. Kindly ask somebody to go and check him.

    5. Open Samsara and check his moves from some time ago. If no moves, and need to find him urgently - Call the Police: and ask for a wellness check. In this case please check in Google municipal police phone «CITY», not 911! Before the call need to get maximum information about this case, like Truck and trailer units’ number, location, driver’s phone #. 


  1. In case the driver is not able to find a fuel station, the Night Dispatcher must help and find the nearest and most convenient fuel station for him. When a driver forgot to check a fuel level in the truck before the trip or missed the fuel station, the Night Dispatcher must inform about that in the report. 


  1. When there is a wrong appt time in the system, the data is not in the spreadsheet for reefers load or contracted lane, Night Dispatcher should check: 

4.8.1. Email chains

4.8.2. Previous loads have the same lanes to see at least approximate PU and del times.

4.8.3. To check with driver if he has info about new appt time 


  1. When a driver is refusing to keep rolling due to missing payments, other issues, the Night Dispatcher should convince the driver that everything will be resolved after 7 am. The Night Dispatcher must do everything possible to force the driver to keep rolling. Also, Night Dispatcher, must inform about this incident with the driver in the report.   


  1. How to do a recovery? To look for all available trucks in the area in a 150+ miles radius and check their HOS and possibility to make a delivery on time first. Once the Night Dispatcher has 1-2 options that can work, he just needs to call and text the drivers to wake them up and ask them to make a recovery. In case the driver doesn't want to cooperate, the Night Dispatcher must explain how important this load is for the company and that we need to make it ASAP. In this case, the Night Dispatcher can promise the bonus for the driver. Once the driver confirms he can do a recovery, the Night Dispatcher should send the addresses to the recovery driver and update the broker with ETA for the recovery truck to arrive. Once the recovery truck arrives, the Night Dispatcher must  send an email one more time with ETA to deliver and keep them updated. In case we don't have an option for recovery, Night Dispatcher must inform the load broker and ask about the recovery from their side.


  1. Load sold to a brokerage (UPS contracted lane).  Can we make a recovery with our truck? - Yes, but it needs to be discussed and agreed with the carrier on that load. 

  2. When the driver tells he will make a recovery on a contracted lane and turns off the phone after that or not responding, the Night Dispatcher has to do the following - look for other recovery options, report that driver to Business Development and HR the next morning.

  3. Load sold by brokerage, no macropoint tracking, trailer not tracking, Driver not responding. How to give an update on contracted lanes? - Try to reach out to the following people before sending any updates to UPS - Taras Tkachuk, Clark Draven, Vitalii Miziuk.

  4. When  a driver doesn't have HOS on the contracted lane and log support refuses to fix it (in case there is no recovery truck in the area), Night Dispatcher should find other available trucks in this area - UPS loads have high priority and we can pull drivers from other loads if needed for the recovery (but that’s only if no other options are available.


  1. Night Dispatcher duties


  1. Every time after being loaded, all drivers must get a Certified Scale Ticket (CAT Scale) and send a picture of that scale ticket to the dispatcher. 


  1. Dispatchers must ensure that drivers have legal gross weight and per axle weight. 


  1. If a driver refuses to get a Certified Scale Ticket, the dispatcher must report that issue to management immediately. 


  1. After the first "fail to send scale ticket to the dispatcher" occurrence driver will get Written Warning, Second Occurrence - $300 fine, Third Occurrence - $500 fine, Fourth - Termination. 


  1. If an Overweight Event Happened at the Weigh Station and dispatcher fails to report driver negligence to management - $500 fine to the dispatcher.  


  1. In case the load is not contracted and the Trailer was dropped at the delivery, Night Dispatcher must inform Fleet and Dispatch about that, by sending email to fleet@vistatrans.com and dispatch@vistatrans.com.

  2. When a driver’s behavior is not good, for example the driver uses foul language, screaming, Night Dispatcher has an option to write a Complaint on the driver, by sending email to Pavel Gnatyuk pavel.gnatyuk@vistatrans.com, HR Main hr@vistatrans.com,  Maria Tulba maria.t@vistatrans.com, copy: Marian Stakh marian.s@vistatrans.com, After hours dispatch afterhoursdispatch@vistatrans.c om.   




Oleksandr Kalinin

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