Ski Patrol Dispatch

Overview:

The Highlands is looking for a Mountain Dispatcher, the team member works as part of a team that manages on-hill risk, executes mountain rescues, responds to medical emergencies, and provides a safe and welcoming environment to the public. Facilitates communication, resource management, recordkeeping, and data reporting for the team. Provides basic administration support such as document review, data entry, and filing in a fast-paced, multi-tasking environment. Exercises sound judgment while executing the functions of the position. Maintains accurate, complete, and legally defensible dispatch records and incident documentation.

Responsibilities:

• Facilitates emergency and non-emergency communications:
  • Uses phones and radios to transmit and receive operational and emergency information
  • Handles and prioritizes multiple simultaneous communication demands
  • Switches between tasks quickly and effectively while maintaining composure
  • Relays information promptly and clearly to the First-Aid Room personnel or another team leader on duty
  • Requests and communicates with EMS and other outside agencies
  • Routes wrong-number callers to the correct destination
• Obtains, verifies, and relays critical operational and emergency information accurately and promptly.
• Prioritizes competing operational and emergency incidents using established department protocols.
• Maintains situational awareness of ongoing mountain operations and emergency activities.
• Completes dispatch records accurately, thoroughly, and in a timely manner.
• Protect confidential medical, personnel, operational, and guest information consistent with department policies and applicable regulations.
• Uses dispatch software, radio systems, Microsoft Office applications, and other department technology systems effectively.
• Communicates professionally and effectively with guests, coworkers, vendors, and community members
  • Works to find answers to all guests’ questions
  • Requests assistance with difficult interactions
  • Works as an effective and professional part of a team; contributes positive and respectful energy to the group dynamic
• Assists with daily paperwork for completeness
  • Reviews daily paperwork for completeness
  • Organizes and files daily paperwork
  • Runs pre-defined reports from the dispatch system
  • Constructs timelines and other additional documentation as needed
• Ensures dispatch office is clean and well-stocked; assists with keeping the first-aid room clean and stocked
• Ensures their own personal hygiene is maintained consistent with the medical and professional environment
• Assists with minor administrative projects as directed
• Recognizes the effects of critical incidents and cumulative stress on first responders, participates in open discussions following significant incidents, watches for signs of stress, burnout, or critical incident stress among coworkers, and helps connect team members with appropriate support resources.
• Proactively participates in Continuous Quality Improvement efforts
  • Openly and honestly debriefs significant incidents in a group setting, sharing areas of success and ideas for possible improvements
  • Invites and receives feedback professionally
  • Reports safety and quality concerns immediately and discreetly
• Develops and maintains a thorough knowledge of the mountain and other resort departments and operations
  • Knows the trail map and current trail status
  • Knows the location of all Patrol resources
  • Establishes and maintains cooperative working relationships with members of other departments and develops an understanding of their processes
  • Familiar with major buildings and structures was well as overall resort property layout
  • Strives to develop an understanding of the internal layout of all major buildings
• Promptly report any department needs of issues to a team leader
• Follows policies and procedures set within the Ski Patrol SOP’s Patrol Handbook, and the Highlands Team Member Handbook
• Assists in guiding and teaching less-experienced staff in all the above

Qualifications:

Required:

• High school diploma or equivalent
• Excellent verbal and written communication skills
• Ability to remain calm and focused under pressure
• Strong organizational skills and attention to detail
• Proficient with computers and ability to learn dispatch software systems
• Ability to multitask and prioritize in a fast-paced environment
• Professional demeanor and strong customer service orientation
• Availability to work weekends, holidays, and varying shifts

Preferred:

• Experience working in a multi-tasking environment with telephones, radios, and computers
• Experience working in the customer service or hospitality industry
• Experience in healthcare, especially in emergency setting
• Within the first 2 seasons, attains and maintains current Outdoor Emergency Care (OEC) certification (Required for non-essential functions)
• Experience working in a multi-tasking environment with telephones, radios, and computers
• Experience working as a Ski Patroller
• Experience working in the customer service or hospitality industry
• Experience in healthcare, especially in emergency setting
• Holds EMT, WFR, OEC certification or greater at time of hire. Within the first 2 seasons, attains and maintains current Outdoor Emergency Care (OEC) certification (Required for non-essential functions)