Lead Emergency Comm Specialist

Mercyhealth Wisconsin and Illinois•Rockton, IL

44d•$22 - $33

About The Position

ESSENTIAL DUTIES AND RESPONSIBILITIES Supervises, assigns, trains and evaluates employees in the performance of dispatching and emergency call taking duties; along with ECC Manager and EMS System Director handles personnel concerns of the ECC staff and may recommend discipline up to discharge. Resolves policy and procedures questions; ensures facility and equipment meet safety requirements and performs as required to complete the dispatching and emergency call taking functions. Develops, recommends, and implements programs, policies, and procedures as assigned. Maintains and supervises specialized programs and related records and paperwork such as resource, data management, and oversight of CAD and recording software access, training, and accountability, billing data, flight information. Works in conjunction with the ECC Manager and EMS System Director in departmental budget formation. Recommends resources and savings programs. Maintains and assures accuracy of records, tapes, reports, maps, dispatch, recording, and computer programs. Trains, assigns, evaluate and motivates assigned communication specialist. Involved in EMD and IDPH standard development and implementation especially as it relates to designation and communication specialist certifications (EMD, CPR, IDPH) Receives, investigates, and responds to complaints and inquiries from user agencies, internal and external customers following the vision and mission of Mercy Health System and its customer service standards. Monitors and documents performance of CAD system and other in house dispatching equipment and mechanical systems as well as specialized communications information technology and recommends improvements and upgrades. Functions as an on-call trouble shooting resource and has the capability to diagnosis issues and participates in their resolution. Develops, promotes, and maintains cooperative relationships with communications center staff, user agencies, and other agencies involved in the emergency communications center realm. Along with the ECC Manager and EMS System Director, provides guidance, assistance and resolution on technical, operational and program issues and participates and represents the ECC in regional, state, and local committees, task force, and educational offerings along with the ECC Manger. Oversees the formulation of the emergency communication centers staffing schedule with the ECC Manager, and is on call and in conjunction with the ECC Manager is responsible for solutions regarding variances that may occur as it relates to shift shortfalls or call ins. Also functions as an emergency communication specialist on scheduled shifts fulfilling all requirements of an emergency communication specialist as identified. CULTURE OF EXCELLENCE BEHAVIOR EXPECTATIONS To perform the job successfully, an individual should demonstrate the following behavior expectations: Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals. Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions. Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals. Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.

Requirements

High School Diploma or equivalent
Minimum 5 years’ experience in the emergency communication center environment or equivalent
Minimum 3 years’ experience in EMS, ECC Education or equivalent
Demonstrated technical expertise in CAD, recording, and dispatching software and hardware
Emergency Medical Dispatch (EMD) certification (IDPH)
Require a valid driver’s license (for a minimum of 12 months), a satisfactory driving record, and proof of automobile insurance equal or greater to that required by the state of Illinois
Passing the Driver’s License Check and/or Credit Check (for those positions requiring).
Passing the WI Caregiver Background Check and/or IL Health Care Workers Background Check
Must be able to follow written/oral instructions
Require strong organizational skills and strong, effective verbal and written communications skills
Require the ability to read and comprehend written and verbal instructions
Maintain quality customer service and basic PC skills/Windows software
Other duties include clerical filing, phones, and data entry
Work independently

Nice To Haves

Associate’s degree preferred
EMT-P preferred

Responsibilities

Supervises, assigns, trains and evaluates employees in the performance of dispatching and emergency call taking duties
Handles personnel concerns of the ECC staff and may recommend discipline up to discharge
Resolves policy and procedures questions
Ensures facility and equipment meet safety requirements and performs as required to complete the dispatching and emergency call taking functions
Develops, recommends, and implements programs, policies, and procedures as assigned
Maintains and supervises specialized programs and related records and paperwork such as resource, data management, and oversight of CAD and recording software access, training, and accountability, billing data, flight information
Works in conjunction with the ECC Manager and EMS System Director in departmental budget formation
Recommends resources and savings programs
Maintains and assures accuracy of records, tapes, reports, maps, dispatch, recording, and computer programs
Trains, assigns, evaluate and motivates assigned communication specialist
Involved in EMD and IDPH standard development and implementation especially as it relates to designation and communication specialist certifications (EMD, CPR, IDPH)
Receives, investigates, and responds to complaints and inquiries from user agencies, internal and external customers following the vision and mission of Mercy Health System and its customer service standards
Monitors and documents performance of CAD system and other in house dispatching equipment and mechanical systems as well as specialized communications information technology and recommends improvements and upgrades
Functions as an on-call trouble shooting resource and has the capability to diagnosis issues and participates in their resolution
Develops, promotes, and maintains cooperative relationships with communications center staff, user agencies, and other agencies involved in the emergency communications center realm
Provides guidance, assistance and resolution on technical, operational and program issues and participates and represents the ECC in regional, state, and local committees, task force, and educational offerings along with the ECC Manger
Oversees the formulation of the emergency communication centers staffing schedule with the ECC Manager, and is on call and in conjunction with the ECC Manager is responsible for solutions regarding variances that may occur as it relates to shift shortfalls or call ins
Functions as an emergency communication specialist on scheduled shifts fulfilling all requirements of an emergency communication specialist as identified
Responsibilities include interviewing, and training employees; planning, assigning, and directing work; addressing complaints and resolving problems; employee adherence to annual education and certification requirements.