System Status Controller PRN Part Time (PRN)

Richmond Ambulance Authority•Richmond, VA

1d•Onsite

About The Position

The System Status Controller (SSC) is responsible for real-time monitoring, coordination, and support of emergency medical service (EMS) communications. Under the direction of the Communications Lieutenant, the SSC facilitates effective and timely call triage, unit deployment, status tracking, and coordination with public safety agencies to ensure optimal EMS system performance. The role requires high-level multitasking, attention to detail, and strict adherence to Emergency Medical Dispatch (EMD) protocols based on International Academies of Emergency Dispatch (IAED) standards. This position functions as an integral part of the Communications team and collaborates with other personnel to ensure uninterrupted operational coverage. It may also serve as a training preceptor for new communications staff upon meeting internal qualification standards.

Requirements

High school diploma or GED
Certified EMT in the Commonwealth of Virginia (or higher) or ability to obtain within one year
Emergency Medical Dispatcher (EMD) certification (or obtain within 6 months)
CPR certification
Strong verbal communication and multitasking skills
Ability to work under pressure in a fast-paced environment
Basic computer and typing proficiency
Must maintain all required licenses and certifications as a condition of continued employment
Must adhere to agency confidentiality policies and ensure security of protected health information (PHI) in compliance with applicable federal and state laws
Comply with all legally mandated vaccinations and health screenings required for healthcare providers under federal, state, or local regulations

Nice To Haves

Prior EMS, public safety, or dispatch experience
Knowledge of CAD and radio communication systems
Familiarity with regional geography and healthcare infrastructure

Responsibilities

Answer emergency and non-emergency calls for service and determine appropriate response level
Receive and triage a variety of call types, including medical emergencies, interfacility transfers, and mutual aid requests
Apply MPDS (Medical Priority Dispatch System) protocols to assign priority codes and pre-arrival instructions based on IAED standards
Accurately enter and update data in the Computer Aided Dispatch (CAD) system
Maintain caller contact as necessary to ensure scene safety and information updates
Utilize agency-approved technology platforms including CAD, radio consoles, and voice recording systems to manage and document communications activity
Monitor and adjust ambulance deployment using System Status Management (SSM) principles
Assign and track emergency units based on availability, location, and acuity
Ensure all unit status changes (en route, on scene, clear) are updated promptly in the CAD system
Coordinate unit movements to maintain system readiness and coverage
Exercise sound judgment in deployment decisions within agency guidelines to prioritize life-threatening calls and maintain system balance
Monitor system efficiency and unit hour utilization (UHU) patterns and promptly notify the Communications Lieutenant of persistent inefficiencies, deployment imbalances, or operational delays
Initiate supervisory escalation in the event of protocol deviation, prolonged call processing, or system failure
Maintain open communication with Field Operations personnel to support real-time deployment decisions and scene-level situational updates
Communicate with law enforcement, fire, hospitals, and other partners to relay critical scene or patient information
Monitor regional communications channels (e.g., 800 MHz system)
Relay resource requests to supervisors and activate additional resources as needed
Maintain situational awareness of system threats including severe weather, high-volume events, communication outages, or hospital diversions, and report them promptly to the Communications Lieutenant
Document response exceptions and deviations from standard unit availability or coverage plans in accordance with agency protocols
Notify Communications Lieutenant and/or Field Supervisors of critical incidents, system threats, or service disruptions
Participate in high-incident response, special event coordination, and contingency plans
Assist with hospital status tracking, diversions, and ETA notifications
Log unit downtime and out-of-service events in accordance with agency documentation protocols to support operational performance analysis
Complete all shift documentation accurately and on time
Support communications quality assurance reviews as directed
Attend required continuing education and maintain EMD and CPR certifications