Dispatcher - 911

WLRC Inc•Milford Mill, MD

About The Position

Under the supervision of the Medical Communications Center Leadership, the 911 Dispatcher is responsible for managing emergency communications radios and coordinating responses to ensure the safety and well-being of the communities. The Dispatcher monitors facility chats, which involves overseeing communication channels for our facility partners to coordinate transports and share updates. This role is also responsible for monitoring weather and traffic conditions and updating the Communication Center team and road crews. The 911 Dispatcher requires excellent communication skills, the ability to multitask under pressure, and a strong sense of duty and empathy.

Requirements

High School Diploma or GED equivalent.
Must be 18 years old or older at time of hire
Current NREMT certification.
Ability to prioritize decisions based upon multiple criteria and identifiable standards of policies and procedures.
Maintain compliance with HIPAA, state EMS regulations, and company policies.
Maintain confidentiality and demonstrate professionalism in all communications.
Ability to sit for a long period of time and view computer monitors for extended periods of time.
Ability to work in a busy, high-stress environment and be able to think and react quickly and effectively to tense situations.
Ability to operate telephone and other specialized computer communication equipment.
Ability to speak clearly and concisely and communicate effectively / accurately
Ability to follow written and oral instructions.
Ability to recall details from numerous informational resources.
Ability to work rotating shifts, including nights, weekends, and holidays to support 24/7 operations.
Maintain punctuality and reliable attendance as essential job functions.
Ability to sit and remain stationary for prolonged periods of time, standing as needed
Must be able to bend, reach, or move within assigned work location as job duties require
Ability to view computer monitors and other technology screens for extended periods (more than 8 hours)
Occasionally lift or move up to 25 lbs.
Ability to pass a pre-employment drug test
Ability to pass a pre-employment background check
Ability to read, speak, and write English
Proficient in general computer literacy.
Work in a highly structured environment where all communications are recorded and or documented and reviewed as public record

Nice To Haves

Excellent customer service
Knowledge of medical terminology
Ability to remain calm under pressure
Previous dispatching experience

Responsibilities

Efficiently manage and operate 911 radio systems to receive, dispatch and update emergency calls promptly based on crew and PSAP feedback in real time.
Utilize established facility chats and transport brokerage platforms to communicate and collaborate with team members and facilities, ensuring seamless information flow and coordination, both internally and externally.
Ensure constant accurate Hierarchies across all local zones for ambulances, update, verify and modify as appropriate.
Stay informed of current weather and traffic conditions to provide accurate information to emergency responders and/or fellow communications staff members and adjust dispatching as necessary.
Document and manage quotes related to dispatch operations, including but not limited to long distance transports, private pay requests and standby assignments, ensuring accurate billing and documentation.
Operate computer-aided dispatch (CAD) system with sufficient speed and accuracy to document field activity and create calls for service within response criteria guidelines
Must keep current with the knowledge of the EMS services available in the area, their capabilities, limitations, locations and accessibility
Understand the symbiotic relationship between 911 and IFT’s in the zones being dispatched
Provider accurate ETAs for ambulances providing a mix of 911 and IFT coverage, to allow for best possible ETAs within customers’ contractual requirements
Dispatch and track all IFT’s in the Zone’s that run a combination 911 IFT Ambulances, ensuring accurate Realtime timestamps and vehicle location using a variety of tools available