Night-Shift Dispatcher II

Superior Mobile Health•San Antonio, TX

1d•Onsite

About The Position

This is a Full-time, Non-Exempt position with the Dispatch Department Night Shift 7pm-7am. (2-2-3 / Rotating Sundays) schedule - The Dispatcher evaluates incoming calls to determine the appropriate level of EMS assistance required, dispatching units, and transmitting information and messages upon request and/or according to established procedures KEY RESPONSIBILITIES Operate the Computer-Aided Dispatch (CAD) system to monitor, coordinate, and document the movement and status of EMS units across all service areas. Answer incoming emergency and non-emergency calls, extract vital caller information, and determine service needs based on protocols and judgment. Dispatch units quickly and effectively, prioritizing calls based on acuity, proximity, and resource availability. Maintain constant awareness of active calls, unit status, and system resources to make informed dispatch decisions and adjustments in real time. Communicate clearly and professionally with EMS crews, healthcare facilities, and partner agencies to coordinate transport and care logistics. Provide callers with appropriate pre-arrival guidance and customer service, escalating critical situations as necessary. Accurately document call details, time logs, and communications within CAD and dispatch logs. Uphold confidentiality of patient and company data in accordance with HIPAA and organizational policy. Support team coordination by assisting with schedule conflicts, coverage gaps, and operational rerouting as needed. Participate in ongoing training and development to maintain proficiency in systems, policies, and emergency response standards. Perform additional duties as assigned.

Requirements

No prior experience required
High school diploma or GED.
Calm Under Pressure – Maintains clarity, speed, and composure in high-stakes, time-sensitive situations.
Multi-Tasking Mastery – Juggles multiple calls, units, systems, and decisions without dropping the ball.
Critical Thinking – Quickly assesses situations, applies protocols, and adapts response to real-world variables.
Clear Communication – Delivers accurate, timely information across diverse audiences via phone, radio, and digital platforms.
Technical Fluency – Navigates CAD, GPS, and communication systems efficiently with high data accuracy.
Geographic Awareness – Understands regional layouts, facilities, and traffic patterns to improve routing and response.
Team Orientation – Collaborates with dispatchers, supervisors, and field staff to ensure smooth shift operations.
Professional Integrity – Protects sensitive information and upholds standards of conduct and accountability.

Nice To Haves

1+ years of prior dispatch or customer service Experience in EMS, fire, or law enforcement dispatching
EMT certification
Spanish fluency

Responsibilities

Operate the Computer-Aided Dispatch (CAD) system to monitor, coordinate, and document the movement and status of EMS units across all service areas.
Answer incoming emergency and non-emergency calls, extract vital caller information, and determine service needs based on protocols and judgment.
Dispatch units quickly and effectively, prioritizing calls based on acuity, proximity, and resource availability.
Maintain constant awareness of active calls, unit status, and system resources to make informed dispatch decisions and adjustments in real time.
Communicate clearly and professionally with EMS crews, healthcare facilities, and partner agencies to coordinate transport and care logistics.
Provide callers with appropriate pre-arrival guidance and customer service, escalating critical situations as necessary.
Accurately document call details, time logs, and communications within CAD and dispatch logs.
Uphold confidentiality of patient and company data in accordance with HIPAA and organizational policy.
Support team coordination by assisting with schedule conflicts, coverage gaps, and operational rerouting as needed.
Participate in ongoing training and development to maintain proficiency in systems, policies, and emergency response standards.
Perform additional duties as assigned.