When you look at the job description of a Distribution Dispatch Center (DDC) employee it reads in part - “responsible for continual monitoring, coordination and operation of all the company’s distribution electrical facilities.” While accurate, their role is so much more – especially when it comes to keeping customers and I&M employees safe.

Here are ten interesting facts you need to know about the DDC and its dedicated employees.

1. The dispatchers, coordinators, engineers and leadership operate in shifts 24 hours a day, 7 days a week to monitor the constant flow of power. The DDC serves as the nerve center of I&M’s electrical grid. Employees work with a computer that supports up to 8 monitors that offer detailed looks at the electrical infrastructure supplying power to customers in Indiana and Michigan.
2. When a customer reports a power outage through I&M’s mobile app or by calling our 24/7 Customer Operations Center, that report is sent to the DDC to determine if it’s part of a larger outage. From there, a DDC dispatcher will route a restoration team to the outage.
3. DDC dispatchers are responsible for “switching,” which is the process used to isolate equipment so work, such as maintenance, replacement or construction, can be performed safely with minimal interruption to service. All switching jobs must be authorized by DDC personnel before work can begin. A complicated job can include as many as 100 steps in the switching order.
4. I&M is installing and using advanced technology to reduce power outages and outage duration times for customers. DDC employees often see the benefits of equipment like smart meters, which automatically notify them of a customer outage, and self-healing technology that automatically re-routes power to restore customers if an outage occurs. I&M’s DDC has also been a leader in testing innovative technology and management systems for AEP.
5. A lot of the DDCs applications are being upgraded and changed to new applications, such as Automatic Distribution Management System (ADMS) – which will give dispatchers a one-stop shop to viewing the distribution system in real-time. This will give the DDC better insight to the system for safer and reliable restoration.
6. During a storm, the DDC is full of activity with employees answering calls. To help with the restoration effort, dispatchers often work longer shifts. Dispatchers play a significant role in directing crews to areas where repair work will restore customers. They monitor maps and make frequent updates, so customers know restoration status and crews aren’t assigned to an outage that’s already been fixed. Dispatchers also stay connected with police and fire dispatchers who call in hazards – like downed power lines.
7. Not only does the DDC support and handle restoration for I&M, but the dispatchers have the capability and training to help support the other 6 OPCOs during storms. Recently with storms in our sister companies Public Service of Oklahoma (PSO) and Appalachian Power Company (APCO), I&M DDC dispatchers were able to function as support personnel or take unaffected areas to allow for quicker restoration.
8. DDC employees are dedicated to giving back in a variety of ways. Including partnering with Fort Wayne’s Blessing in a Backpack this past holiday season. Employees stuffed bags with socks, snacks and handwritten cards telling the young recipients how important they are. DDC staff also prepared more than 100 bags filled with snacks and drinks to welcome guests at the Northeast Indiana YWCA.
9. DDC roles are highly specialized, and advancement is primarily sourced from within. This structure fosters deep institutional knowledge and strong team cohesion. Becoming a Dispatcher 1 or Coordinator requires a structured progression from Dispatcher 5, involving a minimum of six years of training and experience. This ensures that only the most skilled and knowledgeable personnel oversee the most complex responsibilities.
10. The DDC team consists of Trouble Dispatchers, Energy Control Dispatchers, shift leads/coordinators, area coordinators, engineers, a project manager, supervisors and one manager. Entry level Trouble Dispatches are hired with a bachelor’s degree in any field, or associate degree in electrical or electronic technology. Once hired into an entry level position, it takes four to six months of training prior to working independently.

Do you have skills in engineering, technical trades, finance, customer care, or in something that doesn't fit neatly under a label? We've got a place for you at AEP, where we work together to build America's electric energy future. To learn more about careers at I&M and AEP, click here.