COMMUNICATIONS SPECIALIST

Job Title

Communications Specialist/Dispatcher


Location

Jacksonville, FL

Department

Office

Status

Non-Exempt / Hourly

Reports to

Communications Leadership Team

Position Summary

The Communications Specialist serves as a critical member of the Communications team and is responsible for receiving, coordinating, and dispatching emergency and non-emergency ambulance and transportation service requests. This position requires exceptional customer service, clear and professional communication, sound judgment, attention to detail, and the ability to remain calm and effective in a fast-paced environment. The Communications Specialist works closely with healthcare providers, facilities, field personnel, leadership, and other stakeholders to support timely, accurate, and efficient service delivery.

Essential Duties and Responsibilities

• Provide exceptional customer service during every interaction with healthcare providers, facilities, patients, field personnel, coworkers, and other customers, maintaining a courteous, helpful, and solutions-oriented approach.
• Monitor and respond promptly and professionally to telephone calls, radio traffic, emails, and other communications using established call-handling and information-management systems.
• Maintain a calm, professional demeanor during periods of high call volume, emergency situations, service disruptions, and other unusual or stressful events.
• Follow established protocols, procedures, and required formats when receiving and processing requests for service.
• Enter all requests for service accurately, completely, and timely into the Computer-Aided Dispatch (CAD) system.
• Review, schedule, prioritize, and assign transportation requests using approved procedures and operational protocols.
• Allocate available resources appropriately based on service needs, unit availability, operational priorities, and approved decision-making protocols.
• Document and communicate trip information accurately, including confirmations, patient or facility information, equipment needs, special instructions, and other relevant details.
• Monitor, update, and maintain awareness of the location, status, and movement of field units.
• Monitor and document unit response times and communicate delays or operational concerns as appropriate.
• Ensure all data entry and documentation associated with assigned responsibilities are complete and accurate before the end of each shift.
• Assist field units with routing and navigation information, when necessary, using available mapping and location resources.
• Relay supervisory instructions, operational messages, emergency information, and other critical communications accurately and promptly.
• Maintain current working knowledge of Company policies, procedures, General Orders, memoranda, and Communications Center protocols applicable to the position.
• Demonstrate proficiency in the operation of Communications Center equipment and systems, including communication consoles, radio systems, recording systems, telephony, and Computer-Aided Dispatch systems.
• Promptly report Communications Center equipment or system failures to the Communications Leadership Team through the appropriate reporting process.
• Protect confidential, operational, patient, and Company information and comply with applicable information systems security policies and procedures.
• Demonstrate integrity, professionalism, accountability, teamwork, and sound judgment in support of Excelsior Ambulance Service and departmental standards.
• Perform other duties and responsibilities as assigned.

Minimum Required Qualifications

• High school diploma or equivalent.
• Minimum of one (1) year of EMS or public safety dispatching experience, high-volume call center experience, or comparable telecommunications experience. Relevant medical or emergency communications experience is preferred.
• Ability to read, write, and communicate effectively in English.
• Ability to communicate clearly, professionally, and effectively by telephone, radio, email, and other communication platforms.
• Ability to accurately receive, record, transmit, and report detailed information.
• Demonstrated customer service skills and the ability to interact professionally with a diverse range of internal and external customers.
• Ability to manage multiple priorities simultaneously and make sound decisions in a fast-paced, high-stress environment.
• Proficient typing skills with the speed and accuracy necessary to efficiently process service requests and maintain accurate records.
• Experience using a two-way radio system.
• Basic proficiency with computers and common software applications, with the ability to learn specialized dispatch and communications systems.
• Ability to efficiently operate assigned Communications Center equipment and technology.

Core Competencies

• Customer Service Excellence
• Professional Communication
• Accuracy and Attention to Detail
• Composure Under Pressure
• Multitasking and Prioritization
• Sound Judgment and Problem Solving
• Teamwork and Collaboration
• Integrity and Accountability

Additional Expectations

The Communications Specialist is expected to maintain reliable attendance, follow established departmental and Company procedures, safeguard confidential information, and support the operational needs of a 24/7 emergency medical services environment. Duties, responsibilities, and schedules may vary based on operational needs.