Emergency Communications Dispatcher

SummaryReceives and dispatches emergency and routine calls for ambulance services by performing the following duties.Essential Duties and Responsibilities include the following. Other duties may be assigned.Answers or forwards nonemergency requests for assistance.Contacts field providers to verify assignment locations, monitors dispatched units and, when necessary, serves as a liaison with callers.Coordinates emergency requests, relaying instructions to closest and most suitable units available.Enters information into computer-aided dispatch system.Enters, updates, and retrieves information from a variety of computer systems.Inputs vital information into the Computer Aided Dispatch (CAD) System.Monitors and operates specialized telecommunications equipment including Mobile Display Terminal (MDT), and paging system, to dispatch ambulances and other necessary resources.Operates the TTD equipment to communicate with the hearing impaired.Operates the voice over internet protocol telephone console to receive incoming calls and requests for service.Operates two-way radio and/or other communications equipment to dispatch ambulance personnel and equipment and to relay instructions or information to remote units.Participates in continuing education activities as a student, instructor, and proctor.Participates in Quality Improvement activities including audits, peer review and data collection activities.Questions callers to determine location and seriousness of emergency and response needed.Questions the calling party, regarding the needs of the sick or injured person, in order to determine the most appropriate resource(s) to respond to the request.Records all activity regarding a transport into the CAD System.Relays information between hospital staff and field providers at scenes or in ambulances.Scans the computer screen, and operates the GPS equipment, to determine the most appropriate ambulance to send.Serves as a company representative promoting positive customer relationships.Tests communications and alarm equipment and backup systems to ensure serviceability.Transmits and receives messages between divisions of own company and other agencies.Supervisory ResponsibilitiesThis job has no supervisory responsibilities.CompetenciesTo perform the job successfully, an individual should demonstrate the following competencies:Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.Team Leadership - Fosters team cooperation; supports group problem solving; ensures progress toward goals.Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.Diversity - Promotes a harassment-free environment.Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; supports affirmative action and respects diversity.Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.Personal Appearance - Dresses appropriately for position; keeps self well groomed.Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan.Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; asks for and offers help when needed.Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; organizes or schedules other people and their tasks.Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Education and/or Experience - High school diploma or general education degree (GED); and one (1) or more years of verifiable recent and continuing experience as a Emergency Communications Dispatcher or Emergency Medical Technician - Driver.Language Skills - Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.Mathematical Skills - Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.Reasoning Ability - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.Computer Skills - To perform this job successfully, an individual should have knowledge of Zoll Rescue Net Database software; Internet software; Spreadsheet software; Word Processing software and ESO ePro Scheduler Payroll systems.Certificates, Licenses, Registrations - Current State of CA EMT Certificate or EMD Certificate or ETC Certificate; Current Basic Cardiac Life Support Provider’s Certificate; and ICS Training (levels 100 and 700).Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually quiet. #J-18808-Ljbffr Emergency-Ambulance-Service,-Inc.