I have my emergency dispatch certification but havent found work yet. In my region we are using a standardized protocol system that is essentially a flow chart of essential information.

You have progressive questions to find out what happened, what is the injury, etc. One very important part of dispatch is maintaining "control" of the call, people can be panicked and its your job to get the information that is needed. As soon as you start answering there questions instead the call is destabalized.

That being said many departments especially in the states do not used standardized systems, most places in the states dispatch isnt even a seperate occupation its grunt work. So you get lots of examples of how NOT to do dispatch properly.