EMS Dispatcher

Yale New Haven Health•North Haven, CT

About The Position

The Dispatcher obtains the information needed for service requests and dispatches appropriate personnel according to response protocols. The role processes requests for assistance from field crews and facilitates information flow between administrative staff and field personnel. Dispatchers follow established procedures for caller interrogation, information gathering, Emergency Medical Dispatching, call triage, radio communications, and customer service. They enter service request data into the Computer Aided Dispatch system, use the system status plan to manage field-unit locations and deployment, and provide responding units with assistance and routing instructions. The role also supports crew safety, protects Personal Health Information in accordance with HIPAA, maintains communications-center equipment, and participates in quality improvement, meetings, and training.

Requirements

High school diploma or GED.
Demonstrated knowledge of local geography.
Ability to obtain and maintain Emergency Medical Dispatch (EMD) certification.

Nice To Haves

Bachelor of Science or Bachelor of Arts degree in communications or a related field.
Two years of EMS field experience or one year of EMS communications experience.
Current certification as a Connecticut EMT.

Responsibilities

Display professional and courteous conduct and appearance.
Protect Personal Health Information in accordance with HIPAA regulations.
Demonstrate sensitivity to community and cultural norms.
Follow radio communication policies and terminology; monitor and promptly answer radios to support crew safety, communicating calmly, clearly, and professionally.
Answer incoming phone lines and process information accurately, promptly, and courteously.
Follow established policies for caller interrogation, information gathering, Emergency Medical Dispatching, call triage, and customer service.
Maintain knowledge of area landmarks and geography, including metropolitan areas, counties, fire districts, hospitals, and extended care facilities.
Understand and maintain communications-center equipment and report major malfunctions to a supervisor or manager.
Participate in quality improvement activities and help maintain customer service standards and departmental performance levels.
Support corporation and department policies, procedures, objectives, quality improvement, and safety standards.
Monitor and document response-time exceptions and lost unit minutes; report non-compliance with response-time standards to the on-duty Communications Supervisor.
Enter service request data accurately and completely into the Computer Aided Dispatch system.
Maintain positive, professional, and service-oriented interactions with customers, visitors, and coworkers, and maintain a calm atmosphere in the communications center.
Use the system status plan to manage field-unit locations and movement, maintain appropriate response levels and unit deployment, recommend system enhancements, and provide responding units with assistance and routing instructions.
Attend scheduled department meetings and training sessions.
Adhere to company policies and procedures.