EMS Dispatcher I

About the role

The EMS Dispatcher I is responsible for efficiently handling incoming emergency and non-emergency calls, accurately entering and validating information in the Computer-Aided Dispatch (CAD) system, and supporting the overall dispatch workflow. This role focuses on high-quality call intake, data accuracy, and seamless coordination with field crews and higher-level dispatchers.

All new hires are required to complete a three-week onsite training program.

Responsibilities

• Answer incoming emergency and non-emergency calls with professionalism, urgency, and strong situational awareness.
• Quickly gather critical information from callers and portal submissions (location, nature of call, patient details, scene safety, etc.).
• Accurately enter, verify, and update all call data into the CAD system.
• Review, edit, and validate call information submitted through portals or hospital interfaces.
• Proactively communicate with internal teams to resolve missing or unclear details.
• Maintain strict confidentiality of patient and company information in compliance with HIPAA and organizational policies.
• Collaborate effectively with Dispatchers II, Shift Supervisors, and field crews to ensure timely response coordination.
• Support the dispatch team with complex call intake or clerical tasks as needed.
• Stay current on company procedures, protocols, regional geography, and CAD best practices.
• Perform other duties as assigned to support efficient dispatch center operations.

Qualifications

Experience: 2+ years of dispatch experience strongly preferred (EMS, fire, police, or high-volume medical dispatch).

Education: High school diploma or GED required. Associate degree or dispatch-related certification (e.g., EMD, ETC, or equivalent) is a plus.

Core Competencies

• Attention to Detail – Exceptional accuracy in data entry and error detection under pressure.
• Customer Communication – Professional, empathetic, and clear communication with callers in stressful situations.
• Multitasking & Prioritization – Effectively manages multiple calls, data entry, and follow-ups simultaneously.
• Team Collaboration – Strong team player who supports Dispatchers II and supervisors.
• Confidentiality – Handles sensitive information with the highest level of discretion.
• Adaptability – Thrives in a dynamic, fast-changing environment.
• Technical Fluency – Proficient with CAD systems and dispatch-related software.

Preferred Qualifications

• Previous EMS, 911, or emergency medical dispatch experience.
• Familiarity with San Antonio and surrounding regional geography.
• Bilingual (English/Spanish) highly preferred.