Ski Patrol Dispatch

Boyne Resorts•Harbor Springs, MI

6d•Onsite

About The Position

The Highlands is looking for a Mountain Dispatcher, the team member works as part of a team that manages on-hill risk, executes mountain rescues, responds to medical emergencies, and provides a safe and welcoming environment to the public. Facilitates communication, resource management, recordkeeping, and data reporting for the team. Provides basic administration support such as document review, data entry, and filing in a fast-paced, multi-tasking environment. Exercises sound judgment while executing the functions of the position. Maintains accurate, complete, and legally defensible dispatch records and incident documentation.

Requirements

High school diploma or equivalent
Excellent verbal and written communication skills
Ability to remain calm and focused under pressure
Strong organizational skills and attention to detail
Proficient with computers and ability to learn dispatch software systems
Ability to multitask and prioritize in a fast-paced environment
Professional demeanor and strong customer service orientation
Availability to work weekends, holidays, and varying shifts

Nice To Haves

Experience working in a multi-tasking environment with telephones, radios, and computers
Experience working in the customer service or hospitality industry
Experience in healthcare, especially in emergency setting
Within the first 2 seasons, attains and maintains current Outdoor Emergency Care (OEC) certification (Required for non-essential functions)
Experience working as a Ski Patroller
Holds EMT, WFR, OEC certification or greater at time of hire.

Responsibilities

Facilitates emergency and non-emergency communications: Uses phones and radios to transmit and receive operational and emergency information, Handles and prioritizes multiple simultaneous communication demands, Switches between tasks quickly and effectively while maintaining composure, Relays information promptly and clearly to the First-Aid Room personnel or another team leader on duty, Requests and communicates with EMS and other outside agencies, Routes wrong-number callers to the correct destination
Obtains, verifies, and relays critical operational and emergency information accurately and promptly.
Prioritizes competing operational and emergency incidents using established department protocols.
Maintains situational awareness of ongoing mountain operations and emergency activities.
Completes dispatch records accurately, thoroughly, and in a timely manner.
Protect confidential medical, personnel, operational, and guest information consistent with department policies and applicable regulations.
Uses dispatch software, radio systems, Microsoft Office applications, and other department technology systems effectively.
Communicates professionally and effectively with guests, coworkers, vendors, and community members
Works to find answers to all guests’ questions
Requests assistance with difficult interactions
Works as an effective and professional part of a team; contributes positive and respectful energy to the group dynamic
Assists with daily paperwork for completeness
Reviews daily paperwork for completeness
Organizes and files daily paperwork
Runs pre-defined reports from the dispatch system
Constructs timelines and other additional documentation as needed
Ensures dispatch office is clean and well-stocked; assists with keeping the first-aid room clean and stocked
Ensures their own personal hygiene is maintained consistent with the medical and professional environment
Assists with minor administrative projects as directed
Recognizes the effects of critical incidents and cumulative stress on first responders, participates in open discussions following significant incidents, watches for signs of stress, burnout, or critical incident stress among coworkers, and helps connect team members with appropriate support resources.
Proactively participates in Continuous Quality Improvement efforts
Openly and honestly debriefs significant incidents in a group setting, sharing areas of success and ideas for possible improvements
Invites and receives feedback professionally
Reports safety and quality concerns immediately and discreetly
Develops and maintains a thorough knowledge of the mountain and other resort departments and operations
Knows the trail map and current trail status
Knows the location of all Patrol resources
Establishes and maintains cooperative working relationships with members of other departments and develops an understanding of their processes
Familiar with major buildings and structures was well as overall resort property layout
Strives to develop an understanding of the internal layout of all major buildings
Promptly report any department needs of issues to a team leader
Follows policies and procedures set within the Ski Patrol SOP’s Patrol Handbook, and the Highlands Team Member Handbook
Assists in guiding and teaching less-experienced staff in all the above