Emergency Communications Dispatcher

Summary Receives and dispatches emergency and routine calls for ambulance services by performing the following duties.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Answers or forwards nonemergency requests for assistance.

Contacts field providers to verify assignment locations, monitors dispatched units and, when necessary, serves as a liaison with callers.

Coordinates emergency requests, relaying instructions to closest and most suitable units available.

Enters information into computer-aided dispatch system.

Enters, updates, and retrieves information from a variety of computer systems.

Inputs vital information into the Computer Aided Dispatch (CAD) System.

Monitors and operates specialized telecommunications equipment including Mobile Display Terminal (MDT), and paging system, to dispatch ambulances and other necessary resources.

Operates the TTD equipment to communicate with the hearing impaired.

Operates the voice over internet protocol telephone console to receive incoming calls and requests for service.

Operates two-way radio and/or other communications equipment to dispatch ambulance personnel and equipment and to relay instructions or information to remote units.

Participates in continuing education activities as a student, instructor, and proctor.

Participates in Quality Improvement activities including audits, peer review and data collection activities.

Questions callers to determine location and seriousness of emergency and response needed.

Questions the calling party, regarding the needs of the sick or injured person, in order to determine the most appropriate resource(s) to respond to the request.

Records all activity regarding a transport into the CAD System.

Relays information between hospital staff and field providers at scenes or in ambulances.

Scans the computer screen, and operates the GPS equipment, to determine the most appropriate ambulance to send.

Serves as a company representative promoting positive customer relationships.

Tests communications and alarm equipment and backup systems to ensure serviceability.

Transmits and receives messages between divisions of own company and other agencies.

Supervisory Responsibilities This job has no supervisory responsibilities.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

Continuous Learning
- Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

Job Knowledge
- Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.

Use of Technology
- Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.

Problem Solving
- Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Customer Service
- Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Communications
- Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Cooperation
- Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

Oral Communication
- Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Teamwork
- Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Written Communication
- Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Team Leadership
- Fosters team cooperation; supports group problem solving; ensures progress toward goals.

Quality Management
- Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

Conflict Resolution
- Encourages open communications; confronts difficult…