Dispatch Supervisor

Dispatch Supervisor

Phoenix, AZ 85021

Overview

Position Type Maricopa Ambulance Category Dispatch / Communications

Description

Under the supervision of the Director of Communications, the Dispatch Supervisor will oversee all dispatching personnel within the communications center.

The capacity of this position may include but may not be limited to receiving calls for transport to and from facilities or directing calls to appropriate management personnel who are best suited to handle the caller's issue, or any of the following, varied professional, administrative task.

The Dispatch Supervisor may broadcast assignments to transport crews, operate radio, telephone, or computer equipment to send and receive communications to crews and relay information or orders to members of management.

The Dispatch Supervisor may be called upon to function in the capacity of an EMT as set forth by company policies and protocols. It is possible that they may also be called upon to function in the capacity of Communications Manager, Dispatcher or Dispatch Call Taker to assure all company tasks are maintained and completed.

Reports To: Director of Communications 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 at all times.
• Maintains appropriate communications with company units, managers, support staff, receiving healthcare facilities and other agencies via radio, data link, pager or cell phone as required.
• Is knowledgeable as to local geography to include location of hospitals, public venues as well as local streets and highway systems.
• Deploys, tracks and moves units on an ongoing basis throughout the day per local System Status Posting Plans.
• 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 as required.
• Dispatches by radio, pager or mobile data terminal the most appropriate unit for each request for service.
• Obtains complete intake information from all callers and inputs all required call data information received correctly into Computer Aided Dispatch system the course of the call.
• Communicates and coordinates with Field Supervisors, Operations Managers and other management and support staff to ensure the proper number of fully equipped and staffed vehicles are available to fulfill local System Status Plan on a daily basis.
• Acts at all times 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 at all times 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.
• Provides appropriate pre-arrival instructions per appropriate emergency medical dispatch and company procedure.
• Maintains security and privacy of all company and patient information at all times in accordance HIPPA and all other local, state and federal regulations.
• Accepts responsibility for recertification as an EMD and for other required license's 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.
• Acts as a Communications Training Officer assisting in the evaluation, orientation, and training of new dispatch staff.
• Directs and leads dispatch staff in dealing with handling deployment of units, incoming calls and dispatching of units.
• Directs and leads dispatch staff in performing administrative tasks such as dealing with vehicle breakdowns, vehicle accidents, employee injuries, patient injuries, supply requests, general housekeeping activities, etc.
• Directs and leads dispatch staff with adherence to policies, procedures and contractual obligations.
• Assists senior managers by acting as a "first stop" for dispatch staff with questions, concerns or issues regarding pay, benefits, or other personnel issues.
• Assists Field Supervisors, Quality Improvement and Billing support staff in evaluation, training and follow up with field crews in protocol compliance and field documentation.
• Performs other duties as directed by management.

Qualifications

Minimum Requirements:

• All Dispatch Call Taker and Dispatcher requirements.
• Must have the ability to function as a leader evaluating, coaching, training and directing dispatch staff. Utilizing corrective action when necessary.

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.
• The ability to complete all job duties during any and all hours of the day and night.