Dispatch Associate

Global Medical Response•Pleasant Hill, CA

About The Position

The Dispatch Associate (Associate Call Taker) receives and dispatches emergency and non-emergency calls to field units staffed by Emergency Medical Technicians and Paramedics, using a Computer Aided Dispatch (CAD) system. The role operates under the supervision of the Communications Supervisor and supports emergency medical services in Contra Costa County, California. The Dispatch Associate uses a system-status management system to monitor and control unit locations and movement, assess incoming calls, determine response levels, allocate resources, and enter information into CAD. The role also maintains radio communications, monitors response times and system performance, communicates operational demands to field employees, prepares reports about unusual incidents, and assists with collecting patient billing data. Periodically, the Associate rides a shift on an ALS ambulance, QRV, fire engine, paramedic engine, or ladder truck.

Requirements

High school diploma or GED.
At least 18 years of age.
At least six months of prior work experience involving phone and customer service duties.
CAD and data-entry experience.
Typing speed of at least 35 words per minute; a certificate dated within the past six months must be provided at the time of interview.
Effective oral, written, and interpersonal communication skills.

Nice To Haves

Two years of progressive experience within a high-profile EMS or Fire Dispatch system.
Current CPR and First Aid certification, or prior Paramedic or Emergency Medical Technician certification and experience.
Experience with the Intergraph Public Safety CAD system.
Experience using TRITECH.

Responsibilities

Receive emergency and non-emergency calls, determine appropriate response levels, allocate resources, and enter relevant information into the CAD system.
Use the system-status management computer system to monitor, update, and control the location and movement of units.
Dispatch units and maintain radio communications with BLS and ALS units.
Monitor and document unit response times.
Communicate professionally with employees, patients, facilities, customers, and public service agencies.
Complete and submit daily status reports regarding unusual incidents to the Communications Supervisor.
Monitor system performance and communicate system demands to field employees.
Adhere to company policies and procedures.
Assist in collecting data for patient billing purposes.
Periodically ride a shift on an ALS ambulance, QRV, fire engine, paramedic engine, or ladder truck.