EMS Dispatcher

Company Purpose

To positively impact healthcare outcomes for our community through education and innovation by skilled and empowered employees 

POSITION OVERVIEW

The Dispatcher is responsible to handle and triage inbound calls for service, evaluate the nature of the request, and dispatch appropriate resources according to the standard operating procedures, consistent documenting of calls based on Monroe Ambulance standards. This position demands a high degree of situational awareness. The dispatcher is critical to the safety of our employees and patients and must maintain regular communication with crews to monitor safety. This position requires cooperation between the dispatcher and the operations team on vehicle movement throughout the shift. The dispatcher is responsible for capturing all required data points, which is critically important to the successful management of the business. 

Duties & Responsibilities

Patient Care

• Respond to incoming calls within defined documentation standards and protocols for department. 
• Appropriate units are dispatched that align with care needs of call promptly. 
• Reassure patients, family members, and customers. 
• Ensures positive interactions with patients, family, members, and customers. 
• Communicates changes in patient medical conditions prior to arriving on scene. 

Safety 

• Conduct themselves with a safety-oriented focus for self, customers, and teammates. 
• Advise crews of potential hazards that may impact crew safety. 
• Regularly communicate with crews through the shift and throughout a response and dispatching additional resources when needed. 
• Monitor the status of the fleet to ensure crew safety – i.e., calling for police and/or fire department assistance. 
• Clean and sanitize workstation at the beginning and/or end of shift. 
• Ability to wear personal protective equipment (N95 mask) when necessary. 

Team

• Act in strict accordance with Monroe Ambulance’s Code of Conduct to ensure a positive work environment – positive interaction every time. 
• Alert CISM team of stressful events. 
• Monitors schedule of the crews to ensure they are given appropriate breaks and proactively ensure crews are returning on time whenever possible.  
• Identifies opportunities for improvement: operations, turnaround times, streamlining of work processes.  
• Operate in a transparent manner with all co-workers and management staff.  

Documentation

• Will thoroughly and accurately document each call for service in accordance with the standard operating procedure. 
• Will submit completion exception reports with supporting information. 
• Monitors chart completion and that key data points are completed appropriately.  

EDUCATION & EXPERIENCE

• Possess a high school diploma or equivalent GED certificate.  
• One-year certificate from college or technical school, or three to six months of related experience and/or training, or equivalent education and experience.  
• Must be able to pass the Emergency Medical Dispatch (EMD) program within 6 months of hire and maintain certification during employment.  
• Successfully completes required training programs in Hazmat, MCI Management (NIMS 100 & 700) prior to completion of classroom orientation. 
• Emergency Medical Technician (EMT) training is desirable 
• Emergency Medical Dispatcher (EMD) preferred 

Requirements

• Active listener with excellent communication skills to collaborate with others under any type of condition. 
• Ability to multitask with different, and sometimes conflicting, events happening at the same time. 
• Good computer/typing skills for dispatching duties. 
• Understand and follow both oral and written instructions promptly and accurately. 
• Possess the skills to maintain a high degree of situational awareness. 
• Ability to process information quickly.  
• Ability to evaluate incoming calls to interpret the nature and urgency of the call. 
• Ability to remain calm and effective under heavy workloads and in emergency situations. 
• Learn street locations, station locations, and geography of the areas served. 

Physical Demands

While performing the duties of this job, the employee will sit for extended periods of time, frequently required to stand, and walk. The employee must frequently speak and hear clearly and occasionally withstand higher than average levels of noise. The employee frequently performs tasks with manual dexterity (i.e., use of fingers, hands, and arms); reach with hands and arms. The employee will rarely climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to twenty-five (25) pounds. Specific vision abilities required by this job include close, color vision, peripheral vision, depth perception, and the ability to adjust focus. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable the individuals with disabilities to perform the essential functions. The work environment is frequently hectic with quick turnaround times and deadlines. The noise level in the work environment is usually moderate.  

 The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel in this position. Employees may perform other related duties as assigned to meet the organization's ongoing needs. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. 

 Monroe Ambulance is committed to equal employment opportunities for all employees and applicants for employment. Monroe Ambulance prohibits discrimination against employees and applicants in all aspects of employment including but not limited to recruitment, hiring, compensation, promotion, training, leaves of absence, benefits, termination, employer-sponsored activities, social and recreational programs, and recognition. Monroe Ambulance prohibits discrimination against all legally protected classes including age, color, creed, disability, domestic violence victim status, gender expression, gender identity, genetic predisposition, marital status, military status, national origin, parental status, political affiliation, pregnancy-related condition, prior arrest/conviction record, race, religion, reproduction health choices, sex, sexual orientation, or other non-merit-based factors.