Dispatcher

Pafford EMS•Hope, AR

1d•$13 - $15•Onsite

About The Position

911 Telecommunicator/ Emergency Call Taker Pafford EMS is accepting applications for entry level call takers at our state of the art, Hope, Arkansas 911 communications center. The 15 position communications center processes 911 and non-emergency requests for Emergency Medical Services from our coverage area which spans multiple states. The center provides dispatch and support services to the fleet of Pafford EMS ground and air ambulances on a 24 hour basis, 365 days per year. Applicants must be professional, mature, team oriented, and customer service driven. Pafford EMS will provide all necessary training for entry level applicants. This is truly an exciting job opportunity, where no two days are the same and the staff enjoys the ability to help others in their greatest time of need. Entry Level Position- paid training and certifications provided to applicants who meet the minimum requirements outlined in the job summary. Salary Range: $13.00 to $15.00 Hourly Reports to: Director of Communications Answer 9-1-1, emergency and non-emergency calls from the public, hospitals/ health care providers and from other public safety agencies. Monitor multiple computer screens, while efficiently gathering, prioritizing, and documenting caller information. Provide callers with the appropriate pre-arrival instructions in accordance with protocol and procedure and dispatch emergency medical (EMS) services to the caller. All Telecommunicators may be assigned to perform various duties for an entire shift on a rotating schedule, as necessary for the operation of the communications center. Operate Computer Aided Dispatch (CAD), two-way radio, and other sophisticated communications equipment systems. Perform related duties as assigned. Examples of Work Performed: Receive, prioritize, and often handle multiple, simultaneous emergency and administrative phone calls for assistance, such as but not limited to, car accidents, medical emergencies, hospital transfers, and requests for air medical evacuation. Process requests for emergency and non-emergency ambulance service, that often require referring to or memorizing detailed reference materials and standard operating procedures, including databases, maps, telephone listings, and other resources. Identify, through appropriate and timely questioning of the caller, the nature of the problem. Summarize the critical information for public safety first responders in the computer aided dispatch system using correct grammar, spelling, and punctuation, and refer and classify calls for assistance according to the level of response required, as outlined in the policy and procedure guidelines. Access and operate computer data bases and search websites as necessary. Provide administrative support to the corporate office, such as referring callers to the patient accounts department and administrative offices. Receive and transmit information effectively by radio and telephone. Receive requests by radio, phone, electronic format or fax from law enforcement, fire/medical personnel, and other public safety agencies to, access, enter, retrieve and disseminate information; prioritize and effectively relay information in proper format to requesting agency. Contact outside public service agencies as requested and relay information as required.

Requirements

High school graduation or equivalent.
Two years of work or volunteer experience, where public contact via telephone, computer use and data entry were part of the responsibilities; or a college degree can substitute for the two years of work experience.
Ability to perform oriented tasks efficiently and accurately in a fast paced, high stress environment.
Ability to listen, speak and write articulately clearly and interact with the public, a diverse workgroup, and emergency staff without confusion.
Ability to identify basic risks and liability implications.
Ability to refer common patient care issues to supervisory authority.
Ability to gain an understanding of the current telecommunications organizational structure, policies, procedures, programs, practices, terminology and services.
Ability to maintain files.
Ability to accurately keyboard at 30 wpm with 80 percent accuracy.
Ability to concentrate and evaluate information when handling angry, difficult, hysterical or uncooperative callers.
Ability to effectively listen with communication equipment.
Ability to work all shifts including holidays, weekends and mandatory overtime in order to handle the constant workload of the emergency communications center.
Ability to communicate respectfully and effectively.
Ability to participate in effective teamwork by being self motivated, accepting of assignments and by completing assignments within agreed upon deadlines.
Ability to identify problems and collect, summarize and relay information.
Ability to summarize key individual characteristics and enter the information into the database, (while using correct grammar, spelling and punctuation) for use by co-workers and pre-hospital care staff.
Ability to demonstrate leadership qualities such as adaptability, flexibility, dependability, punctuality and accountability through quick, effective responses to change.
Ability to effectively monitor own progress and reassess, change or adjust priorities.
Ability to remain calm in stressful situations and assist other staff to appropriately handle stressful situations.
Ability to demonstrate an ongoing commitment to customer service by paying attention to details while handling multiple calls in a high stress, fast paced environment.

Nice To Haves

Work experience preferably in a customer service or public relations environment and the ability to speak and understand English for effective communication with callers.
Ability to speak a foreign language is a bonus.
An outgoing, positive personality and professional work ethic is essential.
The desire and willingness to be part of a team.

Responsibilities

Answer 9-1-1, emergency and non-emergency calls from the public, hospitals/ health care providers and from other public safety agencies.
Monitor multiple computer screens, while efficiently gathering, prioritizing, and documenting caller information.
Provide callers with the appropriate pre-arrival instructions in accordance with protocol and procedure and dispatch emergency medical (EMS) services to the caller.
All Telecommunicators may be assigned to perform various duties for an entire shift on a rotating schedule, as necessary for the operation of the communications center.
Operate Computer Aided Dispatch (CAD), two-way radio, and other sophisticated communications equipment systems.
Perform related duties as assigned.
Receive, prioritize, and often handle multiple, simultaneous emergency and administrative phone calls for assistance, such as but not limited to, car accidents, medical emergencies, hospital transfers, and requests for air medical evacuation.
Process requests for emergency and non-emergency ambulance service, that often require referring to or memorizing detailed reference materials and standard operating procedures, including databases, maps, telephone listings, and other resources.
Identify, through appropriate and timely questioning of the caller, the nature of the problem.
Summarize the critical information for public safety first responders in the computer aided dispatch system using correct grammar, spelling, and punctuation, and refer and classify calls for assistance according to the level of response required, as outlined in the policy and procedure guidelines.
Access and operate computer data bases and search websites as necessary.
Provide administrative support to the corporate office, such as referring callers to the patient accounts department and administrative offices.
Receive and transmit information effectively by radio and telephone.
Receive requests by radio, phone, electronic format or fax from law enforcement, fire/medical personnel, and other public safety agencies to, access, enter, retrieve and disseminate information; prioritize and effectively relay information in proper format to requesting agency.
Contact outside public service agencies as requested and relay information as required.