911 Communications Dispatcher

Job Summary

The 911 Communications Dispatcher is responsible for the effective coordination, processing, and dispatching of emergency medical service (EMS) requests. This role serves as a critical point of contact, ensuring timely and appropriate response to emergency situations while maintaining the highest standards of operational efficiency and service excellence.

Key Responsibilities

• Coordinate daily with the Communications Supervisor to ensure all operational assignments and responsibilities are completed efficiently
• Demonstrate comprehensive knowledge of communications center operations, including the receipt, prioritization, processing, and dispatching of EMS calls
• Maintain continuous awareness of unit status to ensure all on-line vehicles and equipment are in an appropriate state of readiness
• Dispatch the closest and most appropriate EMS unit based on call priority and location
• Monitor field activity and ensure that responding units utilize the most efficient and appropriate routes
• Appropriately deploy specialized resources, including the Mobile Stroke Unit, Mobile Integrated Health (MIH), and Mobile Psychiatric Unit, as needed
• Provide clear, accurate, and professional communication with field personnel, internal staff, healthcare providers, and external partners
• Uphold accountability for delivering exceptional service and demonstrating responsiveness to co-workers, patients, clients, physicians, and vendors

Minimum Qualifications

• High school diploma or GED required
• One (1) year of experience in a high-performance EMS 911 communications call center OR Less than one (1) year of experience in a high-performance EMS 911 communications call center with a current Emergency Medical Dispatcher (EMD) Certification

Preferred Qualifications

• Experience with Computer-Aided Dispatch (CAD) systems, including Tri-Tech and VisiCad
• Emergency Telecommunicator Certification (ETC) and/or International Academy of Emergency Dispatch (IAED) Certification

Additional Requirements

• Basic Life Support (BLS) Certification required within thirty (30) days of hire

Core Competencies

These competencies reflect the values and behaviors expected of all Grady team members, regardless of role. They ensure that every employee contributes to safe, high-quality care, positive patient experience, and a collaborative work environment.

• Patient-Centered Care – Demonstrates a commitment to delivering safe, compassionate, and high-quality care that prioritizes the well-being and satisfaction of patients and their families.
• Integrity & Accountability – Acts ethically, maintains confidentiality, and accepts responsibility for actions, decisions, and outcomes.
• Collaboration & Teamwork – Builds positive relationships, works effectively across departments, and supports colleagues to achieve shared goals.
• Communication – Communicates clearly, respectfully, and effectively with patients, families, colleagues, and leadership.
• Respect & Inclusion – Creates an inclusive environment by valuing diversity, treating others with dignity, and ensuring equitable care and opportunities for all.
• Quality & Safety – Adheres to best practices, regulatory standards, and policies to ensure safe, reliable, and high-quality outcomes.
• Adaptability & Resilience – Responds effectively to change, remains flexible in dynamic situations, and demonstrates resilience under pressure.
• Continuous Improvement – Seeks opportunities to improve processes, skills, and outcomes through innovation, learning, and feedback.
• Leadership & Professionalism – Inspires, guides, and develops individuals and teams while modeling professionalism, fairness, and transparency.
• Employee Experience Focus – Champions a supportive and engaging employee journey that enables staff to thrive and, in turn, deliver exceptional patient care.

Benefits

• Health & Wellness: Medical, dental, vision, and prescription drug coverage.
• Financial Security: Retirement savings plans with employer contributions, life insurance, and disability coverage.
• Work-Life Balance: Paid time off, holidays, and family leave benefits.
• Career Growth: Tuition reimbursement, professional development programs, and opportunities for advancement.
• Employee Support: Employee Assistance Program (EAP), wellness initiatives, and discounts on services.

Grady's Total Rewards are designed to ensure our employees feel valued, supported, and empowered, both at work and beyond.

Why Join Grady?

Grady Health System is more than a hospital — we are a vital part of Atlanta and the surrounding communities. For over 125 years, Grady has been committed to providing exceptional care, advancing health equity, and making a difference in the lives of those we serve. When you join Grady, you become part of a team that values excellence, compassion, innovation, and collaboration. Here, every role matters. Whether you provide direct patient care, support our operations, or lead teams, you play an important part in fulfilling our mission. We offer opportunities to learn, grow, and build a meaningful career in an environment where your contributions are recognized and valued. At Grady, we don't just work, we make an impact.