Job: Dispatcher

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Title Dispatcher
Salary TBD
Job Information

***Applications will not be accepted without a resume***

SUMMARY

The Dispatcher performs specialized duties involving dispatching of shuttle, paratransit, and ambulance units. The position requires the employee to operate two-way radio, telephones, teletypes and computer terminals daily. Phone work includes handling complaints and service requests and providing accurate and timely transmittal of information and messages that frequently involve emergency and non-emergency situations. Employee also types reports, logs correspondence and case files and other clerical duties assigned. This position may involve shift work with the possibility of swing shifts and working some holidays. Days off vary according to scheduling. Dispatchers are subject to call-back obligations and at times shifts may be extended without prior notice.

MINIMUM QUALIFICATIONS

  1. High School Diploma or GED
  2. Adult and Child CPR (Professional Rescuer)
  3. Certification as an EMT or higher (First Responders will be considered)
  4. Typing skills with at least 20 accurate wpm minimum with working knowledge of personal computers
  5. State of Pennsylvania Drivers License
  6. EVOC
  7. EMD or equivalent within one year of hire
  8. Must be able to work rotating shifts and weekends
  9. ***Experience preferred***

 

COMPETENCIES

To perform the job successfully, an individual must demonstrate the following competencies.

  • Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
  • Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
  • Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Meets commitments.
  • Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
  • 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.
  • Change Management – Develops workable implementation plans; Communicates changes effectively.
  • Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
  • Business Acumen – Understands implications of decisions.
  • Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values.
  • Strategic Thinking – Develops strategies to achieve organizational goals; Adapts strategy to changing conditions.
  • Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
  •  Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently.
  •  Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
  • Quantity – Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
  • Safety and Security – Observes safety and security procedures; Uses equipment and materials properly.
  • Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.

 

KNOWLEDGE, SKILLS AND ABILITY

  • Ability to remain calm and effective under heavy workloads and in emergency situations. Exercise good judgment in emergency situations, Determine priorities of emergencies, and Obtain and act on information quickly and accurately in emergency situations. 
  • Knowledge of methods and techniques for providing dispatch services.
  • Knowledge of local area EMS, paratransit, and public safety structure.
  • Knowledge of local, Federal and State insurance billing and regulatory guidelines for transportation services.
  • Demonstrated ability to use a Computer Aided Dispatch System
  • Demonstrated ability to read English and understand medical terminology.
  • Demonstrated ability to write reports, business correspondence, and complete forms.
  • Demonstrated ability to establish and maintain positive working relationships with co-workers, superiors, customers and other public service agency personnel.
  • Demonstrated ability to effectively present information and respond to questions regarding patient care, company operations and other customer service issues.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provides services in accordance with company policies, procedures, protocols, guidelines, directives and standards.
  • Maintains working knowledge and proficiency of standards of care specific to the employee’s level of certification
  • Responds to all assigned calls in an appropriate, safe and efficient manner
  • Complete required documentation, obtain appropriate signatures and submit documentation as required for each assigned call at the end of each assigned shift.
  • Maintains a thorough working knowledge of local geography and the ability to read map, street, and grid books.
  • Maintains familiarity with specialized equipment used by the service
  • Complete all station duties and maintain dispatch quarters in neat and serviceable conditions.
  • Performs all of the above functions in accordance with established financial and operational plans and goals pertaining to cost effectiveness and efficient management.
  • Prompt and regular attendance at work.
  • Abides by all HIPAA requirements.
  • Attends required staff and educational meetings.
  • Attends continuing medical education (CME) and refresher training programs as required by employers, medical control, licensing or certifying agencies.
  • Performs other duties as assigned.

 

POTENTIAL DUTIES AND RESPONSIBILITIES

  • Performs in the field as ambulance attendant /driver or paratransit/shuttle driver as needed (high volume, call-outs, etc.)
  • Data entry, call processing and/or clerical assistance.
  • Public/private education and/or marketing.

 

PHYSICAL REQUIREMENTS

  • Must be able to work all shifts of a 24-hour day operation and be available for emergency call-in overtime.
  • Employee must be able to pass a spelling test and a hearing/comprehension test prior to employment.
  • Employee must be able to work under stressful conditions and sit and observe a computer display screen for long periods of time.
  • Must have hearing and visual acuity suitable for performance of the essential job functions, and must be able to speak the English language coherently.
  • Must acquire the ability to hear and react to multiple simultaneous sound and visual sources throughout the entire Job Description.
  • The employee is regularly required to use hands and fingers, handle, or feel; reach with hands and arms; and talk or hear.
  • The employee frequently is required to stand and walk.
  • The employee is occasionally required to sit; climb or balance; stoop, kneel, or crouch.
  • The employee must frequently lift and/or move up to 200 pounds and occasionally lift and/or move in excess of 300 pounds (with assistance in some instances).
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
  • Pass random drug or other screening.
  • Free of physical aliment which may impair consciousness or cognitive ability.

 

WORKING ENVIRONMENT

Due to the nature of this industry working conditions employee may be exposed to inclement weather, potential hazardous conditions, diseases and other illnesses. Frequent interruptions, work pressure and irregularities in work schedule are expected. Employee is continuously faced with a number of projects considered to be high priority. Employee is subject to continually changing deadlines and overtime. While performing the duties of this job, the employee is occasionally required to travel and attend both regular and unscheduled meetings/inservices, some of which take place outside of regular working hours.

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