Dispatcher

Position Summary / General Scope

The Emergency Medical Dispatcher (EMD) serves as the initial point of contact for 911 medical emergencies, gathering critical information, dispatching ambulances, and providing pre-arrival instructions.

Key Responsibilities

• Answering and processing emergency and non-emergency calls, rapidly assessing medical emergencies.
• Rapidly gather relevant information and dispatch appropriate non-emergency and emergency medical transportation.
• Provide crucial, step-by-step medical instructions to callers while responders are en route.
• Review available resources and communicate expected arrival times with healthcare facilities.
• Maintain communication and expectations with healthcare facilities.
• Monitor field personnel locations, track status, and manage logistics using GPS and CAD systems.
• Maintain accurate, real-time records of calls and incident times.
• Multitask data entry at a rate of 20-30 words per minute with active listening during call processing.
• Maintain knowledge of and comply with all company policies, procedures, and guidelines.

Requirements

• Day, Evening, Overnight, Weekends and Holidays may be required.
• Ability to meet essential duties and physical, mental, and sensory requirements of the position at all times.
• Satisfactory background check and MA CORI (Criminal Offender Record Information), verification required annually.

Physical, Mental and Sensory Requirements

• Ability to hear various frequencies, distinguish sounds, and work in an environment with consistent background noise.
• Consistent close eye work and clear vision for screens, color/depth perception, and peripheral vision for data analysis and monitoring.
• Clear, concise verbal communication, potentially shouting or speaking loudly over noise, and active listening.
• Fine finger dexterity, repetitive wrist motion regarding computers and dispatch terminal work for prolonged time periods.
• (fingering, pushing, pulling).
• Ability to sit, stand, and alternate positions for extended periods of time.
• Exerting light force up to 10-25 lbs. for tasks like lifting, carrying, pushing/pulling.
• Ability to work in an environment with constant phone/radio calls, interruptions, urgent/emergency situations, and emotionally charged callers.
• Strong multitasking, problem-solving, attention to detail, memory, and emotional stability in stressful environments.