Communications Specialist

Life Flight Network•Honolulu, HI

19h•$29 - $35

About The Position

The Communications Specialist receives, coordinates, and follows through to completion all requests for assistance involving Life Flight Network (LFN), using established protocols and procedures while providing exemplary customer service. The role communicates professionally and succinctly with sending and receiving facilities and transfer centers, LFN medical staff, 911 centers, and other members of the EMS community. The position evaluates and prioritizes emergency and routine service requests, gathers and relays information, provides accurate service ETAs, and coordinates appropriate helicopter, ground ambulance, and fixed-wing resources. The specialist documents service requests, operates communications and support equipment, uses mapping resources, and maintains familiarity with LFN service areas. The role also supports departmental training, meetings, continuous quality improvement, operational goals, and an organized, professional communications-center work area.

Requirements

High school diploma or equivalent.
Strong customer service skills.
Knowledge of medical terminology.
Proficiency with two-way radios.
Skill using multi-line phone systems.
Ability to respond quickly and prioritize duties in a rapidly changing environment while maintaining a professional demeanor.
Excellent written and verbal interpersonal communication skills, primarily via email and phone.
Basic map-reading skills.
Intermediate knowledge of Microsoft Office and general computer skills.
IAMTCS certificate required within one year from date of hire.
Ability to take a flight request and dispatch independently within 30 days of hire.
Ability to remain on duty until relief is briefed and ready to begin the shift.

Nice To Haves

Two years of experience in police, fire, or medical emergency dispatch preferred.
Previous air medical dispatch experience strongly preferred.
Emergency Medical Technician qualification is a plus.

Responsibilities

Receive, evaluate, prioritize, coordinate, and follow through on emergency and routine service requests.
Answer multiple telephone lines promptly, screen calls during periods of high activity, and maintain professional customer service.
Gather and relay information for standbys and activations of helicopters, ground ambulances, and fixed-wing services, including notifying appropriate units during the initial call.
Provide customers with an accurate ETA during the initial phone call and within 60 seconds of receiving the call.
Consider call locations, circumstances, and personnel activity when assigning the most appropriate unit.
Remain at the console while transports are in progress or teams are on standby, and stay on duty until relief is briefed and ready.
Record all aspects of service requests accurately and completely in dispatch software or on appropriate forms, and know where resource materials are stored.
Operate communications-center radio and telephone equipment, support equipment, and mapping resources; maintain equipment and report or troubleshoot malfunctions as appropriate.
Maintain familiarity with LFN service areas and bases, regional trauma systems, mass-casualty procedures, FCC radio regulations, confidentiality requirements, and LFN press-release policies.
Work cooperatively with supporting agencies and coworkers, including understanding the Medical Resource Hospital’s role in the Portland Metro area trauma system.
Attend department meetings, review meeting minutes, assist with employee policy and procedure education, support staff trainers, and participate in continuous quality improvement and business improvement activities.
Clean and sanitize the work area and equipment for shift relief, keep the area clear of non-business items, and file resource materials after use.
Demonstrate LFN’s mission, values, and goals and recognize the communications center’s role as customers’ first contact with the organization.