Dispatcher II

Work Shift: Varied Shift (United States of America)

Scheduled Weekly

Hours:

0

Department: CAS Dispatch

The Dispatcher II position is responsible for taking incoming emergency and non‑emergency calls and dispatching to the appropriate vehicles to ensure the proper service and response time. The incumbent relays patient medical information to hospital or facility as appropriate and records all statistical information of the transport for reporting purposes.

• Receive, record and dispatch incoming emergency and non‑emergency calls from Police and Fire agencies, hospitals, nursing facilities and private individuals.
• Enter all statistical information in the CAS CAD system involving ambulance or NEV calls and vehicle status to be utilized for Monthly Management Reports.
• Provide the responding unit with appropriate information for patient, location and destination, routing instructions using knowledge of geographical area and mapping resources, and specify any special equipment required.
• Communicate any issues with the supervisor related to the staffing of all operational areas and maintain adequate deployment by reviewing daily deployment schedule, absence and tardy forms.
• Communicate through frequent telephone contact with Police, Fire, Hospital and Nursing Home personnel.
• Report to work 10 minutes prior to shift to assure smooth shift change and accurate car coverage.
• Maintain and update all dispatch logs as appropriate.
• Maintain appropriate coverage utilizing established system status plan as defined in the dispatch CAD system.
• Ensure timely dispatch of all calls to maintain customer needs.
• Communicate with on‑coming dispatchers to assure a smooth transition of responsibilities and have them acknowledge the same before the end of the shift.
• Monitor the route and status of units to coordinate and prioritize dispatching of units.
• Complete employee tardy/absent slips daily.
• Maintain confidentiality of all employee, corporate and patient records and information.
• Maintain a clean and safe work area.
• Exhibit excellent customer service skills and behaviors toward internal and external customers and coworkers, utilizing pride, proficiency and professionalism.
• Determine and assign the level of priority of the call and enter the data into a computer‑aided dispatch system for radio dispatch purposes.
• Monitor and operate a radio console and other computer equipment.
• Receive and respond to a variety of emergency, non‑emergency services and complaints.
• Ask questions to interpret, analyze and anticipate the caller’s situation to resolve problems, provide information, dispatch emergency services or refer callers to other agencies.

• High school diploma or equivalent.
• Minimum of 1 year experience as a dispatcher and one year in a customer service role.
• Valid driver’s license and clean driving record.
• Emergency Medical Dispatcher (EMD) Certification or obtain within 6 months.
• Basic EMT (EMT‑B) Certification or related experience (Completion of EMT‑Basic course & 2 Years’ Experience as a Dispatcher).
• Ability to prioritize situations and make decisions on the information received.
• Ability to handle multiple tasks; receive and communicate information to and from several sources at one time.
• Knowledge of computer operations and the ability to enter, retrieve and manipulate data.
• Knowledge of Basic Medical Terminology.
• Must be able to work under stressful situations.
• Ability to work independently with minimal supervision.
• Must read, comprehend, and follow written and verbal instructions.
• Must read and understand English.
• Good interpersonal and communication skills.
• Ability to assess situation needs and problem solve.

Genesis is committed to being an equal opportunity employer. Selection of applicants for employment is based only on qualifications and the requirements of a specific job.