Job Title: Dispatcher (I or Associate)
Reports To: Dispatch Lead/Supervisor
Department: EMS & Fire – Dispatch
Employment Status: Full-Time (Non-Exempt)
The Dispatcher functions primarily as a call-taker telecommunicator and is responsible for receiving, recording and effectively managing requests for ambulance assistance/transport from various sources (emergencies & non-emergencies). The Dispatcher will also offer pre-arrival instructions as indicated by the caller and protocols. The Dispatcher will also be communicating with EMS Field personnel and other Public Safety agencies. Those communication may include dispatching of incidents, relaying information, providing updates on patient/crew situations, etc. via phone/radio/computer.
Essential Duties and Responsibilities:
- Understands and adequately implements the concepts of Emergency Medical Dispatch as published in Principles of Emergency Medical Dispatch (and as customized by AMR) as a minimum standard of care.
- Allocates EMS resources properly as the need arises by application of appropriate decision-making rules and approved protocols.
- Receives and responds to emergency and non-emergency calls including enhanced 911, and non-emergency calls from the hospitals, nursing homes, dialysis centers, other medical facilities, the public, and other agencies via telephone and radio systems and computer-aided dispatch (CAD) systems.
- Processes and evaluates information received, prioritizes calls and dispatches required units and/or agencies.
- Monitors and coordinates EMS unit activity and assignments via radio frequencies.
- Maintains status and locations of multiple ambulance units.
- Utilizes technology such as computers, radio systems, telephones, fax machines and other communication equipment.
- Creates and maintains automated or manual logs of communications activity.
- Enters and maintains files.
- Maintains appropriate patient confidentiality of information created or encountered in the performance of assigned duties according to HIPAA.
- Responsible and accountable for completeness and accuracy of paperwork related to his/her position prior to completion of shift.
- Responsible for accurate and complete data entry for the shift. This will also include State Run Report data entry as assigned.
- Responsible for generating applicable reports and checking for accuracy.
- Assists in locating scene of incidents and selecting the safest, fastest route to such scene using all available locator aids.
- Relays instructions from supervisors, messages and emergency information.
- Maintains a current working knowledge of all company policies, procedures, rules, regulations, and memorandums.
- Follows established parameters/formats in receiving requests for service.
- Responsible for knowledge and use of equipment, including but not limited to the computer, printers, 911 equipment, recording devices, radio/paging system, telephones, and other equipment as assigned by superiors.
- Adhere to all company policies and procedures.
- Adherence to and compliance with information systems security is everyone’s responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems.
Non-Essential Duties and Responsibilities:
- Perform other duties as assigned.
- Must be at least 18 years old.
- High school diploma or equivalent (GED).
- Background (including Education and MVR) compliant with Company policy.
- Current CPR Certification (Preferred)
- Current EMD or equivalent (Preferred), or ability to obtain one within the first year of employment.
- Must have minimal medical training or telecommunications experience or, have at least one (1) years’ experience as an EMS or public safety dispatcher.
Knowledge and Skills:
- Skilled in reading and writing English.
- Skilled in reading and interpreting maps & GPS to determine locations and directions.
- Ability to think clearly and act quickly in emergencies.
- Ability to communicate clearly on the radio and telephone (oral communications).
- Ability to record, transmit, and report information accurately (written communications).
- Ability to efficiently utilize all equipment assigned to him/her.
- Ability to manage multiple tasks simultaneously.
- Possess good typing skills with speed and accuracy necessary to efficiently process emergency and nonemergency calls.
- Knowledge/ability to understand basic computer/radio/phone applications.
- Knowledge of Emergency Medical Dispatch procedures.
- Knowledge of medical terminology.
- Teamwork, professionalism and customer service.