Call Taker - EMS Communications

CATALDO AMBULANCE BUSINESS TRUST•Malden, MA

3d•$23 - $30•Onsite

About The Position

The Call Taker is an entry level position in the Emergency Medical Dispatch and Communications Department. The Call Taker focuses on receiving and processing all non-emergency and emergency medical calls, rapidly gathering relevant information during call screening process, and providing pre-arrival instructions to a caller when applicable to assist in dispatching the appropriate level of EMS responders.

Requirements

High school diploma or GED equivalent.
EMD Certification
CPR Certification
911 Certification
Telecommunicator Certification
1 Year related experience in a customer service field/environment
Ability to meet the essential duties and physical, mental and sensory requirements of the position at all times.
Comply with UDS drug screening at any and all times
Satisfactory background check and MA CORI (Criminal Offender Record Information), verification required annually.
Ability to hear various frequencies, distinguish sounds and work in environment with consistent background noise.
Consistent close eye work and clear vision for screens, color/depth perception, and peripheral vision for data analysis and monitoring.
Clear, concise verbal communication, potentially shouting or speaking loudly over noise, and active listening.
Fine finger dexterity, repetitive wrist motion regarding computers and dispatch terminal work for prolonged time periods. (fingering, pushing, pulling).
Ability to sit, stand and alternate positions for extended periods of time.
Exerting light force up to 10-25 lbs. for tasks like lifting, carrying, pushing/pulling.
Ability to work in environment with constant phone/radio calls, interruptions, urgent/emergency situations, and emotionally charged callers.
Strong multitasking, problem-solving, attention to detail, memory, and emotional stability in stressful environments

Nice To Haves

1 Year related experience utilizing computer systems, including web-based applications and some Microsoft Office applications preferred.
Preferred telecommunication experience and prior medical terminology training.
Knowledge of medical terminology preferred, not required.

Responsibilities

Provide professional and courteous response while receiving incoming calls from the public, facility staff or other public safety entities requesting emergency and non-emergency assistance.
Determine the nature, severity and location of the medical emergency through structured questioning and obtain necessary information to determine the appropriate response and priority level.
Answer all incoming lines within the appropriate and required time periods and respond within the designated time frame.
Assist callers that have been placed on hold within the designated time period.
Utilize and maintain competency with CAD systems, properly documenting and maintaining information at all times.
Maintains accurate, real-time records of calls and incident times.
Communicate with other public safety agencies, hospitals, public works departments, support services and any other entity as needed to request or forward necessary information.
Ensure all PCRs are synced as required prior to crew departure.
Accurately completes repetitive patient and other non-emergent bookings.
Multitask data entry 30-40 words per minute with active listening during call processing.
Maintains knowledge of and complies with all company policies, procedures, and guidelines at all times.
Must maintain a reliable attendance record
Completes other duties as requested and assigned