Dispatcher - EMS

Position Summary / General Scope:

Emergency Medical Dispatcher (EMD) acts as the vital first point of contact for 911 medical emergencies, gathering critical information, determining response levels, and dispatching ambulances while providing pre-arrival instructions to callers. They are responsible for effective communications, call entry, and dispatching for all 911 emergency and non-emergency medical transportation requests. Operating within our 911 Emergency Communications Call Center, this unique telecommunicator position will not only act as a 911 operator, but also as a liaison between healthcare facilities and our medical transportation team to effectively communicate available resources and expected arrival times, schedule non-emergency medical transportation, and ensure timelines are being met or new arrival expectations are set.

Key Responsibilities

• Answering and processing emergency and non-emergency calls, rapidly assessing the nature and location of medical emergencies.

• Rapidly gather relevant information

• Dispatch appropriate non-emergency and emergency medical transportation including ALS, BLS, and Wheelchair Van resources

• Provides crucial, step by step medical instructions to callers while responders are en route.

• Review available resources and communicate expected arrival times with healthcare facilities

• Maintain communication and expectations with healthcare facilities

• Monitors field personnel locations, track status, and manage logistics using GPS and CAD systems.

• Maintains accurate, real time records of calls and incident times.

• Multitask data entry 20-30 words per minute with active listening during call processing.

• Maintains knowledge of and complies with all company policies, procedures, and guidelines at all times.

• Must maintain a reliable attendance record

• Completes other duties as requested and assigned

Education:

• High school diploma or GED equivalent.

Licensure, Certification, Registration:

• EMD Certification

• CPR Certification

• 911 Certification

• Telecommunicator Certification

Experience:

• Must have minimal medical training or telecommunications experience, or at least one year of experience as an EMS or Public Safety Dispatcher.

• Experience with computer systems required, including web-based applications and some Microsoft Office applications preferred.

Knowledge, Skills and Abilities:

• Excellent verbal communication, communicates effectively, both verbally and in writing; ability to understand and carry out verbal and written instructions.

• Ability to speak clearly and concisely, providing detailed information under stressful circumstances.

• Ability to record, transmit and report information accurately.

• Analytical skills to gather and interpret data

• Ability to exercise sound judgment and discretion at all times

• Knowledge of medical terminology preferred, not required.

• Ability to work in fast-paced environment and multi-task

• Ability to work well independently and within a team setting

Requirements:

• Day, Evening, Overnight, Weekends and Holidays may be required.

• Ability to meet the essential duties and physical, mental and sensory requirements of the position at all times.

• Comply with UDS drug screening at any and all times

• Satisfactory background check and MA CORI (Criminal Offender Record Information), verification required annually.

Physical, Mental and Sensory Requirements

• Ability to hear various frequencies, distinguish sounds and work in environment with consistent background noise.

• Consistent close eye work and clear vision for screens, color/depth perception, and peripheral vision for data analysis and monitoring.

• Clear, concise verbal communication, potentially shouting or speaking loudly over noise, and active listening.

• Fine finger dexterity, repetitive wrist motion regarding computers and dispatch terminal work for prolonged time periods. (fingering, pushing, pulling).

• Ability to sit, stand and alternate positions for extended periods of time.

• Exerting light force up to 10-25 lbs. for tasks like lifting, carrying, pushing/pulling.

• Ability to work in environment with constant phone/radio calls, interruptions, urgent/emergency situations, and emotionally charged callers.

• Strong multitasking, problem-solving, attention to detail, memory, and emotional stability in stressful environments