Dispatcher

Dispatcher Job Description

The Dispatcher is the first point of contact for 911 systems, the public, hospital personnel, and employees. A successful Dispatcher must exercise sound judgment, proper radio/telephone etiquette, and multitask effectively. They must maintain patient confidentiality and comply with all policies, Medical Control Authorities, Patriot Ambulance Service, and state/federal law.

General Duties & Responsibilities

• Maintain readiness for all calls.
• Answer phones clearly, determine needs, and take appropriate action.
• Collect/prioritize medical information, dispatch crews, and record required times, mileage, and details.
• Use Emergency Medical Dispatch Card Sets to ask case entry/key questions, complete forms, and provide Post-Dispatch or Pre-Arrival Instructions when appropriate.
• Maintain confidentiality of all information.
• Accurately complete logs, forms, and CAD entries.
• Read and interpret maps; provide accurate crew directions.
• Understand address systems and municipal boundaries.
• Know and utilize resource materials provided.
• Wear approved uniform, attend mandatory meetings, and work all assigned shifts.
• Maintain dependable attendance.
• Perform duties courteously, professionally, and in compliance with FCC rules, Dispatch Handbook, and agency standards.

Essential Knowledge, Skills, and Abilities

• High School Diploma or GED required.
• Emergency Dispatcher experience preferred.
• NAEMD Certification (or ability to obtain).
• Michigan EMT-Basic license or higher preferred.
• Current AHA/ARC CPR Certification required.
• Maintain all licenses/certifications.
• Basic map-reading, math, computer, and communication skills required.
• Ability to process requests, interpret manuals/protocols, and effectively communicate directions/medical information to crews.
• Strong decision-making and multitasking under emergency conditions.
• Familiarity with Genesee, Lapeer, Tri-County, and Bay County policies, protocols, and medical/public safety facilities.
• Ability to manage emergent and non-emergent calls, interact effectively with agencies and the public, and organize multiple tasks.
• Must monitor multiple radio sources, retain and accurately relay information.
• Must achieve/maintain Emergency Medical Dispatch certification and be proficient with MPDS card sets.
• Ability to relay medical info to ER staff in case of HERN failure.

Physical Requirements

• Walking, standing, climbing stairs, sitting for extended periods.
• Use of hands/fingers, reaching, handling, talking, hearing, and vision required.
• Pre/post drug screening may be required.

HIPAA & Patient Privacy Responsibilities

• Protect patient information in accordance with company, state, and federal privacy laws.
• Access and share protected health information only as required for job duties.
• Report privacy concerns or violations without retaliation.
• Participate in privacy training and communicate policy information as required.

Qualifications Summary

• Dispatchers must maintain knowledge of communication devices, emergency medical practices, medical terminology, dispatch procedures, and radio operations.
• They must demonstrate professionalism, reliability, and the ability to prioritize safety, patient care, and crew support at all times.
• Dental
• Life Insurance
• Medical
• Retirement Savings
• Vision