Dispatcher, Customer Service​/HelpDesk

• As a member of the communications staff, the dispatcher will respond to emergency and non-emergency calls for ambulance and transportation services.
• This person assigns and routes transportation requests and can provide clear communication in all situations to ensure quality support and care to our customers.
• Dispatchers will proficiently monitor and respond to calls and emails using established call handling and information management systems delivering excellent customer support to providers, facilities, and fellow coworkers.
• Demonstrates a calm, professional demeanor during periods of high volume or unusual events during all communications.
• Follows established parameters/formats in receiving requests for service.
• Input data accurately and completely into the Computer Aided Dispatch system for all requests for service.
• Use appropriate methods to review, schedule, and assign transportation requests.
• Allocates resources properly as the need arises by application of appropriate decision-making and approved protocols.
• Effectively document and communicate trip data including confirmations and equipment needs.
• Monitor, update, and control the location and movement of field units.
• Monitor and document response times of units.
• Responsible and accountable for completeness and accuracy of data entry related to their position prior to completion of shift.
• When necessary, assist responding units with routing instructions utilizing all map resources.
• Relays instructions from supervisors, messages, and emergency information.
• Maintains a current working knowledge of all company policies, procedures, General Orders, and memorandums.
• Demonstrate efficient operations and extensive knowledge of all equipment including but not limited to communication consoles, radio system, recording system, and Trauma Soft.
• Report failure of Communication Center equipment to the Director of Communications in a timely and appropriate manner.
• Acts with integrity, honesty, and skill to promote the departmental mission and values of Excelsior.
• Perform all other duties as assigned.
• Adherence to and compliance with information systems security is everyone’s responsibility.

• High school diploma or equivalent.
• Must have minimal medical training or telecommunications experience or have at least one year's experience as an EMS or public safety dispatcher.
• Skilled in reading and writing English.
• Ability to communicate clearly on the radio and telephone.
• Ability to record, transmit, and report information accurately.
• Ability to efficiently utilize all assigned equipment.
• Ability to manage multiple tasks simultaneously.
• Ability to multitask and function under high stress situations.
• Possess good typing skills with the speed and accuracy necessary to efficiently process service requests.
• Ability to understand basic computer applications.

Demonstrates proficiency in emergency and non-emergency call handling, data entry accuracy, and effective communication under pressure. Possesses strong multitasking abilities and a thorough understanding of dispatch protocols and equipment.

• Emergency Call Handling
• Data Entry Accuracy
• Communication Skills
• Multitasking Under Stress
• Computer Aided Dispatch System

• Data Entry
• Emergency Dispatching
• Typing Skills
• Information Management
• Resource Allocation

• Clear Communication
• Calm Demeanor
• Integrity
• Professionalism
• Decision-Making

• EMS Dispatcher
• Public Safety Dispatcher
• Service Requests
• Response Times
• Information Systems Security

• Communication Consoles
• Radio System
• Recording System
• Trauma Soft
• Call Handling Systems