Communications Specialist; Dispatcher

Company Overview

EMS Unlimited is an exciting, growing and professional provider of many EMS related services such as Wildland & Disaster Response, Special Event Medical, EMS Staffing, EMS Training and ambulance transport. We are seeking motivated and positive professionals who understand the importance of positivity, optimism, teamwork and continuous improvement. We pride ourselves on a sense of team and value those who are patient care focused, customer service driven and excited to represent our industry and organization in a professional manner.

EMS Unlimited is a Paramedic‑owned and operated organization that knows what you expect from an EMS job. We are seeking team members who are ready to help us achieve excellence and improve on every level.

Reports to:

Operations Director

Place of work: 11811 I Street, Omaha, NE

The EMS Unlimited Communications Specialist is at the forefront of serving our customers and must bring a consistent and exemplary degree of customer service to our hospital and transport team customers. This role requires a high degree of attention to detail, critical thinking, multi‑tasking and problem solving and above average computer and technology skills. This employee will answer inbound phone calls from hospitals, employees and others.

In addition, outbound phone calls to coordinate responses to service requests and manage asset deployments is part of the role. As a dispatcher you will maintain constant situational awareness of all company apparatus and manage their assignments in an online dispatch platform.

• Maintain a superior level of customer service through multiple mediums of communication such as phone, radio and text. (customers must hear your smile)
• Manage and triage multiple requests for service
• Direct ambulance responses and transports
• Monitor weather and road conditions
• Input data into multiple platforms
• Input and coordinate team schedules
• Performs all duties and functions of the Communications Center
• Demonstrates ability to type 35 words per minute
• Answers incoming administrative and non‑emergency telephone lines in a courteous and professional manner
• Receives incoming calls, promptly ascertains proper levels of response, and allocates resources to match dynamic system demands
• Triage calls and enters accurate data into the dispatch computer
• Enter all information in the appropriate fields of the CAD while paying special attention to business names, apartment names, apartment/suite number, gate codes, patient location, instructions to access the patient, and most importantly crew safety information
• Interact with field units professionally over the phone and radio using proper etiquette and utilizing excellent customer service skills
• Familiar with response policies of client facilities and the ability to interact with them professionally
• Monitor all radio traffic while simultaneously listening in the room for pre‑alerts to incoming calls, pre‑alerting units, and putting units promptly on the scene to maintain system compliance
• Constantly monitor the system ensuring units are en route to post moves in a timely fashion and making sure other units are within an acceptable distance from post
• Give appropriate routing to units when needed. Have knowledge of how to get this information
• Identify and report field performance concerns to the Operations Manager
• Maintain knowledge of current or updated policies and procedures
• Controls radio traffic, dispatches waiting calls within 30 seconds
• Familiarize yourself with various group pages and use them accordingly
• Manages System Status Plan and utilizes available units promptly to maintain the plan
• Maintains accurate status of field units
• Demonstrates working knowledge of CAD codes and functions
• Demonstrates knowledge of policies and procedures of the Communications Center
• Assists with routine upkeep of the Communication Center
• Provides pertinent and necessary information to responding crew, such as necessary supports, cross streets, nature of the call, etc.
• Investigates and reports all time exceptions
• Updates system as the trip progresses, adding mileage, diversions, problems encountered, etc.
• Completes…