Night Time Communications Specialist (Dispatcher)

About the role

The Night Time Communications Specialist (Dispatcher) at EMS Unlimited is responsible for maintaining superior customer service through multiple communication channels, managing and triaging multiple requests for service, directing ambulance responses and transports, and interacting with field units professionally.

Responsibilities

• Maintain a superior level of customer service through multiple mediums of communication such as phone, radio and text.
• Manage and triage multiple requests for service.
• Direct ambulance responses and transports.
• Monitor weather and road conditions.
• Input data into multiple platforms.
• Input and coordinate team schedules.
• Perform all duties and functions of the Communications Center.
• Answer incoming administrative and non-emergency telephone lines in a courteous and professional manner.
• Receive incoming calls, promptly ascertain proper levels of response, and allocate resources to match dynamic system demands.
• Triage calls and enter accurate data into the dispatch computer.
• Interact with field units professionally over the phone and radio using proper etiquette and utilizing excellent customer service skills.
• Monitor all radio traffic while simultaneously listening in the room for pre-alerts to incoming calls, pre-alerting units, and putting units promptly on the scene to maintain system compliance.
• Give appropriate routing to units when needed.
• Identify and report field performance concerns to the Operations Manager.
• Control radio traffic, dispatches waiting calls within 30 seconds.
• Manages System Status Plan and utilizes available units promptly to maintain the plan.
• Maintains accurate status of field units.
• Demonstrates working knowledge of CAD codes and functions.
• Demonstrates knowledge of policies and procedures of the Communications Center.
• Assists with routine upkeep of the Communication Center.
• Provides pertinent and necessary information to responding crew, such as necessary supports, cross streets, nature of the call, etc.
• Investigates and reports all time exceptions.
• Updates system as the trip progresses, adding mileage, diversions, problems encountered, etc.
• Completes and submits daily status reports, including response time exceptions, response compliance, and unusual incidents, i.e. complaints, accidents, injuries, call-offs, etc.
• Communicate activities of the shift to ensure a smooth transition between shifts and to increase awareness of problems and concerns as they arise.
• Track all turned-down trips on the appropriate form.
• Advise appropriate management when the supply of daily forms is running low.
• Maintain a clear work area.
• Adapt procedures accordingly following equipment or system failure.
• Document all crew changes and times crews go out of service on the daily crew roster, and update crews and/or units in a computer.

Requirements

• EMLD certification preferred (will be a requirement after hiring).
• Background in basic medical terminology preferred.
• Strong communication skills.
• General working knowledge of computers and technology systems.
• Able to complete all physical requirements of the job with or without a reasonable accommodation.
• High school diploma or GED.
• Able to prioritize multiple tasks; able to work independently and as a team member.
• Able to employ discretion and confidentiality in sensitive areas.
• Able to read, interpret, and follow instructions in memos, letters, and various documents.
• Thorough geographic knowledge of service areas.
• Effective written and oral communications skills.
• Effective interpersonal skills.
• Ability to read, write, and speak English fluently.
• Correct English usage, spelling, grammar, and punctuation.
• Speak clearly and concisely in an understandable voice via radio, telephone, and in person.
• Must be able to pass a drug test and pass a criminal and civil court record check.