Dispatcher

CATALDO AMBULANCE BUSINESS TRUST•Holyoke, MA

20d•$23 - $30

About The Position

The Emergency Medical Dispatcher (EMD) is the first point of contact for 911 medical emergencies. The dispatcher gathers critical information, assesses response needs, dispatches ambulances, and provides callers with pre-arrival instructions. The role handles communications, call entry, and dispatch for emergency and non-emergency medical transportation requests within a 911 Emergency Communications Call Center. In addition to operating as a 911 telecommunicator, the dispatcher liaises between healthcare facilities and the medical transportation team. This includes communicating resource availability and expected arrival times, scheduling non-emergency medical transportation, and keeping facilities informed when timelines or arrival expectations change.

Requirements

High school diploma or GED equivalent.
EMD Certification.
CPR Certification.
911 Certification.
Telecommunicator Certification.
Minimal medical training or telecommunications experience, or at least one year of experience as an EMS or Public Safety Dispatcher.
Excellent verbal communication and the ability to communicate effectively in writing and understand and carry out verbal and written instructions.
Ability to speak clearly and concisely and provide detailed information under stressful circumstances.
Ability to record, transmit, and report information accurately.
Analytical skills to gather and interpret data.
Ability to exercise sound judgment and discretion.
Ability to work in a fast-paced environment, multitask, and work independently and within a team.
Ability to meet the essential duties and physical, mental, and sensory requirements of the position.
Ability to hear various frequencies, distinguish sounds, and work with consistent background noise.
Clear vision for screens, including color and depth perception and peripheral vision for data analysis and monitoring.
Clear verbal communication, active listening, and ability to speak loudly over noise when needed.
Fine finger dexterity and ability to perform repetitive wrist motions for prolonged computer and dispatch-terminal work.
Ability to sit, stand, and alternate positions for extended periods.
Ability to exert light force of up to 10–25 lbs. for lifting, carrying, pushing, and pulling tasks.
Ability to work amid constant phone and radio calls, interruptions, urgent or emergency situations, and emotionally charged callers.
Strong multitasking, problem-solving, attention to detail, memory, and emotional stability in stressful environments.
Comply with UDS drug screening at any and all times.
Satisfactory background check and annual verification of MA CORI (Criminal Offender Record Information).
Day, evening, overnight, weekend, and holiday work may be required.

Nice To Haves

Experience with computer systems, including web-based applications and some Microsoft Office applications.
Knowledge of medical terminology.

Responsibilities

Answer and process emergency and non-emergency calls, rapidly assessing the nature and location of medical emergencies.
Rapidly gather relevant information.
Dispatch appropriate emergency and non-emergency medical transportation resources, including ALS, BLS, and Wheelchair Van resources.
Provide callers with step-by-step medical instructions while responders are en route.
Review available resources and communicate expected arrival times with healthcare facilities.
Maintain communication and expectations with healthcare facilities.
Monitor field personnel locations, track status, and manage logistics using GPS and CAD systems.
Maintain accurate, real-time records of calls and incident times.
Multitask data entry at 20–30 words per minute while actively listening during call processing.
Maintain knowledge of and comply with company policies, procedures, and guidelines.
Maintain a reliable attendance record.
Complete other duties as requested and assigned.