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Dispatcher SOP

This Standard Operating Procedure (SOP) is for a Hull Seals Specalized Role. In order to become a Dispatcher, one must first become a standard Hull Seal and pass all Hull Seal trainings. This document is a supporting addition to the Hull Seal SOP, and is not superior to that document.

Dispatchers SOP, Guidance and Procedures Glossary

Hull_Seals_Patch_V2.png
Revision 7

    What
  1. is

    this Document?

    The Dispatcher SOP is designed to be the ultimate guide for one of the core roles in the Hull Seals - The Dispatcher. Dispatchers are those Seals who run and operate the logistics of every rescue. They are those who watch from afar as the Seals carry out the repair, keeping everyone on the same page. This document is meant to unify the framework by which Dispatchers operate, and to keep the procedures and processes uniform across all Dispatchers.

    Guidance for Dispatchers 

  2. Dispatchers Process Walkthrough

  3. Unusual Cases Guidance

  4. Change Notes





































Guidance for Dispatchers

Dispatch is there to gather and supply information, guide the client and mechanicsSeals, and make the repair operation smooth.as smooth as possible. This should allow the mechanicsSeals to travel to their target with minimal interruptioninterruption, and the client to focus on one voice for guidance. 

Anyone can try their hand at Dispatching, however, if you become overwhelmedoverwhelmed, recogniserecognize it and put a request in the #DW2-Fleet-Mechanicsgeneral channel for someone to take over. If you enjoy Dispatching, consider being officially trained for the role.

Dispatch will determine what EmergencyCode Levelthe call is, announce it to the channelchannel, and determine which of the nearest Mechanic(Seal(s) will be dispatched. Dispatch should keep the situation calm,calm and communicate clearlyall andaspects stopof anythe overzealousnesscase (keep things as professional as possible). clearly.

Dispatchers have Fleet MechanicSeal Command Authority and are responsible for the care and response of the Fleet MechanicsSeals to emergencies.calls. We are here to provide the best outcome for the client, and if anything is preventing that you have the authority to act. For exampleexample, you can tell people to stop un-necessaryunnecessary chatter in the channel or re-direct them to the appropriate chat channel.

Be nice,nice lotsat all times. Lots of playersCMDRs are new and a bit lost. If we can help we should do so unless it’s really busy. For example, flipped SRVs: we can always send a mechanic to go help out with issues like that. Let’s be a helpful bunch if we can!

If multiple Dispatchers are online and available for response, the first responding dispatcher to establish communication with the Client will provide direct assistance.

When actively DispatchingDispatching, you should identify yourself as dispatchdispatch, ideally with [Dispatch] at the start of your discordchat name. You should also assign yourself the rankroles of Active Mechanic Dispatch in the channel #dw2-roles using the commandappropriate command, currently ?rank Active Mechanic Dispatch. 

Discord Specific Note: When communicating with the client/mechanicsClient/Seals always use the @name to ping them and focus their attention. If the client is close to a star (emergency drop) or planet-side you should request that they do a hop in super-cruise before slowing and dropping out. This will be obvious if the Mechanics report they are dropping several light-seconds away from the clients beacon. All clients should be requested to lower cargo scoop or landing gear and bring their vessel to a full stop to prevent any accidental collisions with responding mechanics.

It is not required to always have a dispatch active. When there are no cases you can simply stand-down without having someone to hand-over to.

For XB1 repairsrepairs, both the clientClient and mechanicSeal need to send and accept friend requests,requests. With this method, there may be some delay. 

If the client/mechanic have issues please see the link to the Fuel Rats Knowledge Base in the Additional Information document.

Dispatchers should not be dispatching and conducting repair operations simultaneously. Focus on doing one well rather than trying to multi-task! Don’t text and fly!

Dispatchers

Seals Processcan, Walkthrough

however,
  1.  Dispatchers will report todo the #dw2-fleet-mechanicsdispatching channel as active and assign themselves the role “Active Mechanic Dispatch”. Role can be assigned in #bots-rank-and-other by using the command ?rank Active Mechanic Dispatch
  2.  When pinged by DWEBot Dispatcher will enter #Repair-Requests channel and initiate communications with Client.
  3.  Dispatcher will request the following information from the client: o On Emergency Oxygen or not,themselves, if sono requestdispatch Clientis Logout and await further instruction. <- The bot command will ask if the client has canopy or not o Platform (PC/XB1/PS4) o In Game Name o Location (current system) o Current Hull Percentage o Ship Model available.
  4.  Announce Emergency Level and request Mechanics call their jumps, whilst doing so ask for additional information such as location within the system, fuel levels etc.
  5.  Determine the nearest responding mechanic(s) and assign them to the case.
  6.  Request client bring their vessel out of SuperCruise, come to a full stop, and deploy Landing Gear to ensure Mechanics safety during repair operations.
  7.  Request client add assigned Mechanic(s) to friends list and assist client as needed in this procedure.
  8.  Wait for confirmation from mechanics that friend request have been received, prompt client as needed but remember they may not be familiar with the process.
  9.  Instruct client to send Wing Invite to responding mechanic(s) and provide assistance to client as needed in this procedure. As above wait for mechanics to confirm.
  10.  Instruct client to enable Wing Beacon and provide assistance to client as needed in this procedure.
  11.  Dispatcher will confirm Mechanic has established communications with Client and will provide assistance to Mechanic / Client as needed until receiving report of successful repair.
  12.  Dispatch will request Mechanic to complete Repair Log Entry at notification of successful repair completion. The !clear command can be used to send automatic request with Google Form Link to be posted by the DWEBot. To disable Mechanic Dispatch Pings by bot, re-enter the command in #bot-rank-and-other ?rank Active Mechanic Dispatch to leave the role and stop pings.











Unusual Cases Guidance

Long Range Repair

Repairs

Long Long-distance repairs (Over 15,000Ly from the DW2nearest currentSeal), location),are not uncommon for Seals. Our galaxy is a big place. These repairs may be undertakenundertaken, by mechanics if those mechanics are willing,but do not putforce pressureany Seal to take on anyonethe Repair. Another good rule of thumb is to attendassign these.no Wemore arethan primarilythree Mechanics to a DW2 organisation at present so there is no requirement to help anyone not with the fleet. Additionally limit the number of mechanics on these cases to 3 maximumcase except for Code BlackBlacks.

events.
Suspicious Cases

It is the unfortunate fact that there are CMDRs out in the galaxy who delight in messing with or disrupting the emergency services the Seals provide. As such, measures can be taken to combat suspicious repairs.

IfDispatchers can, at their discretion, verify a Client by asking for any of the repairfollowing:

is
    behind
  • Confirm their current instance (Open, Solo, PG)
  • Confirm their CMDR Name and compare against other tools (EDSM, etc)
  • Confirm their current location via Friend Requests
  • Request a screenshot showing the fleetcurrent considerlocation directingas themwell toas the Fuelcurrent Ratsgame asdate theyand havetime
    • rats
in the bubble the could complete the rescue. Similarly with near-Colonia cases.

If theresponses repairare isnot aheadsatisfactory, considercontact askinga the client to head towards the fleet for meet-up or stay in the local area until the fleet approaches. Moderator.

Client goes silent

Silent

If the client stops responding to pingspings, wait a short while,while. sometimesSometimes they are looking up how to do thingsthings, or are struggling in-game. If this occurs after receiving of a Friend Request (FR+), then check with the mechanicsSeals to ensure no in-game comms are ongoing. If after a few5 minutes nothing occursoccurs, request one mechanicSeal onlyto send messages in-game to ask if they can go and check the chat channel.game. If another 5 minutes pass with no feedbackfeedback, the case can be aborted and everyone stood down. This case is considered in limbo so no paperwork.paperwork needs to be filed.

If the case remains unanswered after a substantial amount of time, the case may be closed, but no paperwork will be filed.

Close to a Star/Planet/Object Navlock Repairs

When a client is close to a stellar objectobject, navlock will be unsuccessful and will drop mechanics oftenSeals several lightsecondsLs away from the client. WhenGenerally, advisedasking the Client to move is possible, but in Code Red cases moving the client away might not be an option. If this is the case, get a senior seal who is comfortable doing a Tactical Faceplant, and have them go to the client.

The Tactical Faceplant is a procedure devised by the Fuel Rats. From their Confluence:

Tactical Face Plants (The act of intentionally slamming into an Exclusion Zone to reach a client) are required for Code Red rescues where the client has lost the ability to power their ship while too close to a star or planet. We provide the optional TFP training specifically for these incidents. TFP training is not standard drill material because in 98% of cases, people who drop out inside Exclusion Zones still have fuel enough to perform a Supercruise Hop and get themselves out of the situation. Thus, TFPs are not SOP for non-CR rescues.

The reasons for this bycan mechanicsbe instructsummarized simply; it's less risky. For both the client, the rat, and for the outcome of the case. Faceplanting, be it tactical or not, is a risk to the player's ship, both client and rats. It is also a gamble, since you might very well end up well out of reach of the client, even with a carefully planned TFP. When the client can get out of the Exclusion Zone, we get them out of the Exclusion Zone first. Then we fuel them.

The bottom line: Tactical Face Plants are for Code Red rescues. It should not be attempted simply as an 'expedient' way of getting to the client. Non-CR TFPs are at the discretion of the dispatcher, when the actual situation requires it. (Client unable to understand instructions to SCHop, or otherwise unable to do so, for instance.)

Note: If the client did not hit the body's Exclusion Zone, TFP will not work. Instead, the seal has to perform a manual drop without targeting the beacon on the client's position.

Fuel Requests

Speaking of Fuel Rats, this is their domain. All fuel repairs should, as matter of course, be referred to the Fuel Rats. If there are no Fuel Rats in range, and a Seal is closer, it may be better to send a Seal. This, however, is an extreme rarity due to the fact of the sheer number of Rats online at any given time.

If a CMDR needs both Fuel and Repairs, on all but Code Blacks send the Client to the Rats first. However, on Code Blacks how to approach the repair is at the discretion of the Dispatcher.

Client gave Wrong Information

If the Seal and Client cannot find each other in the social menu, ask the client to selectverify his IGN as well as his platform.

If the closestwing in-systemrequest objectisn’t theypossible, areask closethe to,Seal(s) aimto awayverify fromthe itgame mode of the Client. If the Client is in the wrong game mode, have them log out to the main menu and spoollog into the correct game mode.

If the beacon doesn’t show up supercruise.even Askafter toggling it, the system is most likely wrong. Request your Seal to confirm the system and reroute them to travelthe acorrect good 25 seconds away and then slow and drop out + lower landing gear. system.

OpenNote: ModeVerifying Requeststhese things may also be done during the Seals travel, to ensure a smooth operation.

High-G Repairs

If the Client is on a High-G planet, your Seal(s) need to be trained in High G approaches. Be sure to inform your seals about the risks involved, proper procedures, or danger of losing the ship on a bad approach.

 If aClient clientis comeslanded, have them remain landed! Wait until the Seal(s) are in an instance with nothe accessClient on the surface of the planet, then tell the Client to theliftoff officialto Distantan Worldsaltitude Privateof Groups1000m. orA Mobiususual PGs weliftoff will asklikely result in the death of the client, so tell them to joinhold athe privateventral groupthrusters madeuntil bythey onereach the requested altitude. DON’T retract the landing gear, it will absorb some of the mechanics. Open simply doesn't afford any protections and we don't want to put anyone at risk by creating a peer-pressure or competitive reason to enter open for a repair operation. In these cases clear communication is vital: damage.

1)A Firstclient choosecan areach mechanic,the checkaltitude theyrequired arewith okonly toventral createthrusters. a PG and ask them to do so.

2) Then tellInstruct the client to getnot repairsuse forward, reverse, or downward thrusters under any circumstances. It is important that the Client remains vigilant once they willreach needthe 1000m point, to joinensure they do not fall back to the mechanicsplanet PGsurface. asThe we don’t operate in Open Mode. ThisClient should benever donerelease afterthe FR+.vertical thrusters until ready to engage supercruise.

3) AtAfter the samerepair timeis requestcomplete all(RC+), other mechanics onguide the caseClient to joina thatsuccessful PG.

FSD

high 4)wake, Beforeif proceedingpossible, to wing requests check that all mechanics andfrom the clientplanet. are inHave the PGSeal(s) and in the correct game-mode.

5) Continue as per normal SOP.

Note: There is one exception where there is only one mechanic and client where both are happy proceeding in open. However, we highly advise PGsearch for alla repairs.suitable jump target.

Fuel

Instancing Requests

Issues

If the client requires fuel thisSeal is not our responsibility. Send them to the Rats. If they need both fuel and repairs the rats go first, log the client out after they post their current system name and then re-direct them to the rats. Ask them to come back post- refuelling if they still require repairs. Mechanics may use this as an opportunityunable to get in system for swift repairs afterinto the ratssame instance as the Client, have doneboth of them restart their stuff,game. noteIf thethat Ratsdoesn’t mayhelp, have repair limpets and complete both tasks.of them jump to a nearby system.

Busy Times

When there are 3+three or more repairs ongoing and a new case comes in, or if there is a major event likesuch as a Code Black, you may decide to run any new cases in a separate channel. This decision should not be takenmade lightly.lightly, but you as Dispatcher have the authority to make that call.

When this occursoccurs, directand a new channel is conscripted, any new cases thereshould be directed there, and put a clear statement should be put in asking the chat being conscripted to cease.cease all conversations. For example, the following quote can be used.

For example:  --DISPATCH – 

This channel is now in use for a repair request, please cut any chatter until the repairs are closed. Thank you! you

Notes

The Fleet Services channel should not be used for repairs, this is no longer our channel to use. Once things are quieterquieter, and the channel can resume the chatterchatter, please post another statement to re-open chat. If people do not keep quiet after remindersreminders, please report this as an issue to the Fleet Mechanics OrganisersModerators with a timestamp so we can take a look.

 

ChangeDispatchers NotesProcess Walkthrough

 

Change

Notes for Rev 4.5 -> 6:

    1. Overhauled afterDispatchers will assign themselves the serverrole incident
      2. “Active
        Mechanic
      • Added: Page HeadersDispatch”.
      • Changed: HullWhen Sealspinged Heraldyby swappedan incoming case, the dispatcher will enter the repairs channel and initiate communications with Hullthe SealsClient.
        • Insignia
      •  The dispatcher will request the following information from the client:
        1. Is the client on Emergency Oxygen or Caustic damage? If so request Client Logout and await further instruction.
        2. Changed:Fuel Glossarystatus
        3. Removed:Platform Fleet(PC/XB1/PS4) Mechanics logo
    2. Game Mode
    3. Note:In-Game SeeName the
      4. Additional
    4. Location Information(current documentsystem) for
      5. instructions
    5. Current onHull how to use pre-set codes for dispatching.Percentage
    6. Note:Cause Seeof heredamage.
      1. All of this information can be requested by the bot with the !mechanic and !clientinfo commands.
  •  Announce Emergency Level and request Seals call their jumps. Whilst doing so, ask for additional information as required.
  •  Determine the nearest responding Seal(s) and assign them to the case.
  •  Request the client bring their vessel out of Supercruise, come to a Dispatcherfull Trackingstop, Documentand deploy Landing Gear to ensure the safety of all parties during repair operations. This can be done by using the !prep command.here
  •  Request the Client add the assigned Seal(s) to their friend's list, and assist the client as needed in this procedure. Bot-assisted commands can be done with the !pcfr, !xfr and !psfr commands.
  •  Wait for confirmation from the Seals that friend request has been received, and prompt the Client as needed. Remember, however, they may not be familiar with the process.
  •  Instruct the Client to send Wing Invites to responding Seal(s) and provide assistance to the Client as needed in this procedure. Bot-assisted commands can be done with !wing. As previously, wait for the Seals to confirm.
  •  Instruct the Client to enable Wing Beacon and provide assistance to the Client as needed in this procedure. Bot-assisted commands can be done with !beacon.
  •  Dispatch will request Seals to complete Repair Log Entry at the notification of successful repair completion. The !clear command can be used to send an automatic request with report form link to be posted.

    • To disable Mechanic Dispatch Pings, re-enter the command ?rank Active Mechanic Dispatch in #bot-rank-and-other to leave the role and stop pings.

    Useful Guides

    Over the course of the Seal's devleopment, several Dispatchers have developed their own scripts for repairs, not reliant on the bot to be online. It is good practice for Dispatchers to know how to dispatch manually, should the bots assisting repairs go offline.

    One such script, as developed by CMDR Rixxan, is attached to this page.

    Dispatch Guide (.txt)

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