EMS Dispatcher I

Job Description

Job Description

About Metro Ambulance

At Metro Ambulance , our people are at the heart of everything we do. We are proud to provide compassionate, reliable, and patient-centered care to every individual we serve — and we know that exceptional care starts with a strong, supported team.

We strive to be the employer of choice in the EMS industry, offering clear career pathways, professional development, and a team-driven environment. The Dispatcher Level 1 role is the first step in our Dispatch Career Path, designed to build skills and experience for advancement into higher-level dispatch and supervisory positions.

Position Summary

The Dispatcher Level 1 (Call Taker) plays an essential role in coordinating safe, efficient, and timely medical transportation. Working within Metro’s Communications Center, this position manages incoming transport requests, processes calls, and supports dispatch operations through precise communication, scheduling, and customer service.

Dispatcher I team members collaborate closely with field crews, healthcare partners, and other dispatch personnel to ensure seamless operations and patient-focused service.

Key Responsibilities

• Receive, prioritize, and process emergency and non-emergency transport requests using Metro’s Computer-Aided Dispatch (CAD) and communication systems.

• Coordinate with Dispatcher II and field crews to assign trips, monitor vehicle status, and ensure on-time performance.

• Communicate professionally and clearly with patients, healthcare staff, and Metro team members to confirm details and resolve scheduling challenges.

• Maintain situational awareness of all active units, tracking movements and updating dispatch screens accordingly.

• Assist with data entry, trip verification, and documentation in accordance with company policies and regulatory requirements.

• Demonstrate customer service excellence through empathy, patience, and professional communication.

• Collaborate with fellow dispatchers, drivers, and leadership to ensure safety, efficiency, and high-quality service delivery.

• Participate in training, cross-coverage, and skills development to advance within the Dispatch Career Path.

Qualifications

• High School Diploma or GED required

• Customer service or dispatch/call center experience preferred

• Basic Telecommunicator (BTC) or Emergency Medical Dispatcher (EMD) certification preferred (Metro will support certification for qualified candidates)

• Strong communication and multitasking skills; ability to manage multiple systems and conversations simultaneously

• Proficiency with computers, data entry, and call documentation

• Ability to remain calm and professional in a fast-paced environment

• Reliable attendance and a strong commitment to teamwork

Why Metro Ambulance

• Career Growth Path: Dispatcher I → Dispatcher II → Dispatch Supervisor

• Comprehensive Benefits:

  • Health, Dental, Vision, and Life Insurance

  • Paid Time Off (PTO)

  • 401(k) Retirement Plan

  • Tuition Reimbursement and Paid Training

  • Weekly Direct Deposit

  • Flexible Scheduling

Our Hiring Process

1. Application review by our HR team

2. Preliminary screening

3. Onsite interview with Dispatch Leadership

4. Conditional offer, followed by:

   • Background check, drug screen, and fingerprinting

5. Orientation and onboarding — welcome to the Metro team!

Equal Opportunity Statement

Metro Ambulance is an Equal Opportunity Employer . We celebrate diversity and are committed to creating an inclusive environment for all employees. Reasonable accommodations are available for qualified individuals with disabilities throughout the hiring process and employment.