Dispatcher/Call Taker

Description:

Position Summary

The Dispatcher/Call Taker is a non-supervisory member of the operations division, subordinate to and directly accountable to the Operations Manager. The Call Taker may also take direction from the Chief Executive Officer, Vice President, and other supervisors.

Call Takers are responsible for helping facilitate all aspects of ambulance transportation provided by TJ Fallon Transport.

An individual in this position must value honesty and accountability, be highly dependable, self-motivated, approachable, and able to work with a great deal of independence. The following list describes the essential duties of the position:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide professional, courteous service while receiving incoming calls from facilities, the public, or other public safety entities requesting emergency and non-emergency assistance; maintain control of the call; and ask appropriate questions to obtain the information needed to determine the appropriate response and priority.
• Dispatch appropriate units based on acuity level, availability, and location, or provide required information while maintaining radio contact with and monitoring the status of all field units.
• Prioritize requests for and dispatch appropriate resources for non-emergency transports based on customer relationship.
• Maintain accurate records and logs of all incidents, including the incident address, times, type of response, unit number, EMT names, patient name, and disposition.
• Maintain awareness of all field units’ status and location and assist in coordinating the activities of all field units.
• Monitor multiple public safety radio frequencies, hospital diversions and video surveillance screens; operate a variety of communications equipment, including radio consoles, paging systems, telephones, computer-aided dispatch systems and multiple computer programs/systems.
• Communicate with other public safety agencies, hospitals, public works departments, support services and any other entity as needed to request or forward necessary information.
• Send, receive, enter, update, and disseminate information by computer, telephone, cellular telephone, facsimile, or other methods.
• Interact with visitors in person and by phone; receive, process, and record requests and complaints; and route individuals to the appropriate personnel.
• Manually activate interior and exterior doors from the dispatch office.
• Test and inspect equipment as required.

Ability to:

• Remain calm and effective under heavy workloads and in emergent/non-emergent situations.
• Exercise good judgment in ALL situations.
• Determine priorities of emergencies.
• Obtain and act on information quickly and accurately in emergency situations.
• Work evenings, nights, weekends, and holidays to maintain 24-hour coverage of the emergency dispatch system.
• Comprehend and make inferences from written materials such as operations manuals.
• Learn job-related material through oral instruction, observation, and reading to effectively perform job duties. This learning takes place in an on-the-job training setting.
• Learn facility locations, street locations, station locations, and geography of the areas served.
• Learn to operate communications equipment (multi-button telephones, base radios, and computer terminals).

Credential and Training Maintenance

The employee is responsible for maintaining all credentials required for the assigned dispatcher/call taker role and promptly notifying TJ Fallon of any expiration, restriction, suspension, or other change affecting eligibility to perform the role. The employee must complete required company and OEMS-related training and competency documentation within assigned timeframes.

Requirements:

QUALIFICATIONS: Education and/or Experience

• One-year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
• Emergency Medical Dispatch (EMD) certification is preferred.
• Ability to read, write, speak, and understand English sufficiently to safely perform the essential functions of the position and complete required documentation; reasonable accommodations will be considered as required by law.
• Ability to successfully complete TJ Fallon orientation, field training and equipment competency requirements.