Communication Specialists

Status: Open

County: Oklahoma

Department: Communications Center

Type: Non-exempt (hourly)

Pafford EMS is accepting applications for entry level Call Takers/Dispatchers for our Central Oklahoma Pafford Communications Center. This Communication Center will service Canadian and Oklahoma Counties. The communication center will process 911 and non-emergency requests for Emergency Medical Services. The center provides dispatch and support services to the fleet of Pafford

EMS ground on a 24 hour basis, 365 days per year. Applicants must be professional, mature, team oriented and customer service driven. Pafford

EMS will provide all necessary training for entry level applicants. This is truly an exciting job opportunity, where no two days are the same and the staff enjoys the ability to help others in their greatest time of need.

Entry Level Position - paid training and certifications provided to applicants who meet the minimum requirements outlined in the job summary.

Reports to: Communications Manager

• Education:
  
  High School Diploma or equivalent. EMT certified preferred
• Experience:
  
  Work or volunteer experience, where public contact via telephone, computer use and data entry were part of the responsibilities.

• Work experience preferably in a customer service or public relations environment and the ability to speak and understand English for effective communication with callers. Ability to speak a foreign language is a bonus.
• An outgoing, positive personality and professional work ethic is essential. The desire and willingness to be part of a team.
• Candidates who receive contingent employment offers will be required to pass, prior to the start of training, a criminal background check and drug screening test.

• Receive, prioritize, and often handle multiple, simultaneous emergency and administrative phone calls for assistance, such as but not limited to, car accidents, medical emergencies and hospital transfers.
• Process requests for emergency and non-emergency ambulance service, that often require referring to or memorizing detailed reference materials and standard operating procedures, including databases, maps, telephone listings, and other resources.
• Identify, through appropriate and timely questioning of the caller, the nature of the problem.
• Summarize the critical information for public safety first responders in the computer aided dispatch system using correct grammar, spelling, and punctuation, and refer and classify calls for assistance according to the level of response required, as outlined in the policy and procedure guidelines.
• Access and operate computer data bases and search websites as necessary.
• Provide administrative support to the corporate office, such as referring callers to the patient accounts department and administrative offices.
• Receive and transmit information effectively by radio and telephone.
• Receive requests by radio, phone, electronic format or fax from law enforcement, fire/medical personnel, and other public safety agencies to access, enter, retrieve and disseminate information; prioritize and effectively relay information in proper format to requesting agency. Contact outside public service agencies as requested and relay information as required.

Incumbents function in a stressful environment and work eight and twelve hour shifts during nights, weekends and holidays. Decisions must be made quickly with little margin of error and consequences are usually seen immediately. Work involves operation of multiple computer terminals, requiring doing several things at once, without getting confused or forgetting an important piece of information. Constant attention to the workstation and its communications equipment limits mobility, except for work breaks.

Telecommunicators must conduct themselves with a high degree of professionalism despite frequent contact with individuals who are distraught, angry and sometimes disrespectful. The content and nature of many calls is traumatic and disturbing. Work is carried out in a secured 9-1-1 emergency call center in a…