B777 Undifferentiated or Other Model
Dispatch Dispatcher
Communication Breakdown
Deviation / Discrepancy - Procedural Hazardous Material Violation; Deviation / Discrepancy - Procedural Published Material / Policy
Flight Crew Became Reoriented; Flight Crew Overcame Equipment Problem
Human Factors
While crew was preparing for departure in the aircraft; an ACARS was sent from Captain to Dispatch notifying that there was dry ice in the lower forward compartment and this was not reflected on the release. I was not notified by the ramp agent that there was any dry ice on the aircraft. I calculated the required overburn and forwarded the information to the crew via ACARS. I phoned Ramp Agent to inform that I was not notified of any dry ice in the lower compartment of this 777 aircraft. The response was [the] agent not aware that Dispatch should be notified of dry ice in the lower compartments. Agent assumed a very defensive tone and I terminated the call. I explained the situation briefly to Flight Coordination. The response was that agent was never aware of any requirement to inform Dispatch in this situation also. My concern is that these two ramp agents are relatively senior company ramp agents and neither one claims to be aware of this essential procedure.  The cause was two senior ZZZ ramp agents claim to be completely unaware of an essential procedure to notify Dispatch in the event there is dry ice in the lower compartments of a 777 aircraft. I suggest remedial training for any or all ZZZ ramp agents to familiarize them with their required function in this instance.
Air Carrier Dispatcher reported a communications breakdown between Dispatch and Ramp personnel regarding Dispatch notification of DG handling.