Dispatcher, Customer Service​/HelpDesk

Hourly Wage: $19.75/hr-$22.50/hr

The primary job responsibilities of the Dispatcher are to receive telephone calls requesting medical assistance and/or transportation from residences, public service agencies and/or medical facilities. The dispatcher receives and prioritizes all incoming calls, dispatches medical unit(s) to the scene, operates radio communication equipment, monitors field operations, and performs other related tasks and duties as assigned. They also make phone calls to update, add to, inform, and facilitate Falck USA customers.

• Receive and prioritize all incoming telephone calls and effectively channel emergency and non‑emergency calls to appropriate personnel.
• Efficiently dispatch vehicles to emergency and non‑emergency calls in a timely manner.
• Make accurate, moment‑to‑moment decisions regarding the dispatch of emergency and non‑emergency vehicles.
• Effectively triage all incoming requests for service according to the Criteria Based Dispatch (CBD) for individual counties; training will be provided.
• Obtain required information from parties requesting medical transport as set forth by the communications manager.
• Maintain professional telecommunications contact with field units and other agencies, using paging, cell phones, landlines, and radios; troubleshoot mechanical/equipment problems and contact lead dispatcher, communication supervisor, or manager as appropriate.
• Participate in training programs; complete Level I training within the timeline set by the communications manager, and complete Level II training upon reaching Level I competency.
• Prepare and complete reports stating progress, problems, and statistics for review by appropriate managers and supervisors.
• Perform basic data entry and demonstrate ability to learn new computer programs and perform advanced data entry.

• Attend all communication meetings.
• Assist with providing information for investigations of incidents as required.
• Perform other job‑related duties as assigned by Communications Supervisor or Communications Manager.

• Strong interpersonal and communication skills with the ability to work effectively with a diverse range of individuals, teams, managers, supervisors, and external customers.
• Computer competency, including proficiency with Microsoft Suite and an understanding of database programs.
• Typing 40 wpm (minimum).
• Consistently deliver outstanding customer service to all internal and external customers.
• Highly dependable and able to meet internal deadlines consistently.
• Strong organization skills and attentiveness to detail.
• Flexible and adaptable, willing and able to adjust to rapidly changing priorities.
• Ability to work independently as well as in groups; maintain a professional manner and appearance at all times.
• One to two years of EMS and/or dispatch related experience and/or training preferred.
• Knowledge of CAD system and related software recommended.
• Knowledge of the Metro area preferred.
• EMD (Emergency Medical Dispatcher) certification obtained within the designated time period.
• Ability to distinguish color differences on the CAD system.
• Function in a high‑stress environment with rapid workload changes.
• No hearing impairment that would interfere with telephone or radio use.
• Mature, courteous, and decisive nature to provide maximum customer service under stressful conditions.

• High school diploma or general education degree (GED).
• EMD certification preferred.

The employee must regularly stand, walk, sit, use hands, reach, climb, stoop, kneel, crawl, talk, hear, taste, or smell. They must regularly lift and/or move up to 15 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

• Occasionally memorization, critical judgment, problem solving.
• Frequently simple and complex math skills, reasoning, reading, interpreting, and corresponding in written communication.
• Constantly logic, ethical judgment, active listening, decision making, effective written and verbal communication.