Dispatcher

About the role

Emergency Medical Dispatcher (EMD) acts as the vital first point of contact for 911 medical emergencies, gathering critical information, determining response levels, and dispatching ambulances while providing pre-arrival instructions to callers. They are responsible for effective communications, call entry, and dispatching for all 911 emergency and non-emergency medical transportation requests. Operating within our 911 Emergency Communications Call Center, this unique telecommunicator position will not only act as a 911 operator, but also as a liaison between healthcare facilities and our medical transportation team to effectively communicate available resources and expected arrival times, schedule non-emergency medical transportation, and ensure timelines are being met or new arrival expectations are set.

Responsibilities

• Answering and processing emergency and non-emergency calls, rapidly assessing the nature and location of medical emergencies
• Rapidly gather relevant information
• Dispatch appropriate non-emergency and emergency medical transportation including ALS, BLS, and Wheelchair Van resources
• Provides 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
• Monitors field personnel locations, track status, and manage logistics using GPS and CAD systems
• Maintains accurate, real time records of calls and incident times
• Multitask data entry 20-30 words per minute with active listening during call processing
• Maintains knowledge of and complies with all company policies, procedures, and guidelines at all times
• Must maintain a reliable attendance record
• Completes other duties as requested and assigned

Qualifications

Education

• High school diploma or GED equivalent

Licensure, Certification, Registration

• EMD Certification
• CPR Certification
• 911 Certification
• Telecommunicator Certification

Experience

• Must have minimal medical training or telecommunications experience, or at least one year of experience as an EMS or Public Safety Dispatcher
• Experience with computer systems required, including web-based applications and some Microsoft Office applications preferred

Skills

• Excellent verbal communication, communicates effectively, both verbally and in writing; ability to understand and carry out verbal and written instructions
• Ability to speak clearly and concisely, providing detailed information under stressful circumstances
• Ability to record, transmit and report information accurately
• Analytical skills to gather and interpret data
• Ability to exercise sound judgment and discretion at all times
• Knowledge of medical terminology preferred, not required
• Ability to work in fast-paced environment and multi-task
• Ability to work well independently and within a team setting

Requirements

• Comply with UDS drug screening at any and all times
• Satisfactory background check and MA CORI (Criminal Offender Record Information), verification required annually
• Ability to meet the essential duties and physical, mental and sensory requirements of the position at all times

Physical, Mental and Sensory Requirements

• Ability to hear various frequencies, distinguish sounds and work in 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 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

Schedule

Day, Evening, Overnight, Weekends and Holidays may be required.