Call Taker

Definition:

Under the direction of the Dispatch Supervisor, a Dispatch Call Taker will be responsible for the answering of the phones in the dispatch center, receiving requests for runs from facilities and complaints from individuals. They will accurately and efficiently input all information necessary for the successful completion of all phases of the patient transport. Additionally, the Dispatch Call Taker will be required to take caller information and determine the nature of the run request (emergent and non-emergent) per company protocol. The Dispatch Call Taker may at times be asked to broadcast orders to crews regarding runs, emergencies, and general information. This would include operation of radios, telephones, or computer equipment to relay information or orders to proper individuals or members of management.


Reports To:

• Dispatch Supervisor or Communications Director as appropriate for all operational activities.

Specific Duties:

• Demonstrates complete knowledge, understanding and compliance of company policies and
• procedures.
• Ensures that Computer Aided Dispatch computer console, phone system, radio system and all
• equipment is ready for use at the beginning of each shift.
• Ensures security of buildings, Dispatch Center and all other company property.
• Performs daily inspections of their work area and of the Dispatch Center for cleanliness. Then
• performs the appropriate housekeeping duties to ensure their work area is clean, free from clutter and
• sanitary always.

• Is knowledgeable as to local geography to include location of hospitals, public venues as well as local streets and highway systems.

• Responds to all calls for service promptly and accurately answering incoming phone calls for service
• per Emergency Medical Dispatch and company procedure as required.
• Utilizes appropriate Emergency Medical Dispatch and company procedure to accurately determine the
• exact nature of each call giving pre arrival instructions to callers per appropriate emergency medical
• dispatch and company procedure.
• Obtains complete intake information from all callers and inputs all required call data information
• received correctly into Computer Aided Dispatch system during the call.
• Acts always in the best interests of high-quality patient care, in the best interest of the patient, and in
• such a manner to reflect credibly on the company and the professional reputation of the Dispatcher.
• Acts always with the safety of field crews he/she is dispatching in mind, as well as the safety of the
• patient, other EMS personnel, bystanders, and any other public safety personnel present at scene.
• Always maintains security and privacy of all company and patient information in accordance HIPPA
• and all other local, state and federal regulations.
• Accepts responsibility for recertification as an EMD and for other required licenses and certifications
• as required by company, local, regional, and state policies, regulations, or laws.
• Reports to assigned shifts on time, properly groomed in uniform and on time unless the proper
• notification has been made. Remains on-duty and in proper uniform until properly relieved.
• At all times sets an example of professionalism and leadership for others to follow. Places patient care
• excellence and safety above all else.
• Performs other duties as directed by management.

Salary range: $37,000 -$42,000

Minimum Requirements:

• Must possess a high degree of personal integrity and responsibility.
• Currently licensed, certified or registered by the appropriate state agencies or willing to be licensed.
• Currently certified in Emergency Medical Dispatch by MPDS or other appropriate organization or
• willing to be licensed.
• Must have the ability to work effectively with minimal supervision, using good judgment.
• Must have the ability to work in a fast paced, hectic, high-pressure environment.
• Must have the ability to simultaneously manage multiple activities without error.
• Must have superior spatial orientation ability in order to be able to read and interpret maps.
• Must have good computer skills.
• Must have the ability to work efficiently and interact in a constructive and professional manner
• with other employees, public safety personnel and medical staff.
• Must have the ability to interact effectively and professionally with patients, customers, clients, family
• members, bystanders, and the general public in such a manner as to reflect positively on the company.
• Must demonstrate a level of skill and ability consistent with the provision of quality customer care.
• Previous or current certification as Emergency Medical Technician a plus.

Physical Requirements:

• The ability to reach, push and pull.
• The ability to sit for long periods of time.
• The ability to use phones and radios to communicate with callers, crews and other staff
• The ability to use mouse or keyboard to input data into computer over long periods of time.
• The ability to view graphic and text data on multiple computer screens for long periods of times