System Status Controller (Dispatch)

Crisis Center of Tampa Bay•Tampa, FL

19d•Onsite

About The Position

The System Status Controller receives and processes requests for emergency and non-emergency ambulance and medical transportation services, maintaining system status control and dispatching appropriate resources. The role provides customer service, information and referrals, and intake functions for Crisis Center services. It supports dispatch operations for ALS, BLS, psychiatric, and mental health transportation services, including directing resources during major or mass-casualty incidents. The position reports to the Communications Supervisor, or to the Operations Manager in the supervisor’s absence. The role requires professional communication with clients, the public, emergency services personnel, and internal and external stakeholders; adherence to agency policies and procedures; and participation in quality improvement. The employee must attend continuing education and maintain current EMD certification throughout employment. This position works rotating A/B shifts, including weekends and holidays, in an indoor office setting. The employee may be recalled during a declared disaster or emergency. The job requires extended sitting, keyboard use, and adequate vision, hearing, and speech for dispatch and emergency communications.

Requirements

High school diploma or General Education Degree (GED).
Obtain Florida EMD, ICS 100, ICS 200, ICS 700, and Baker Act training within one year of hire.
Become a certified Emergency Medical Dispatcher within the first year of employment and maintain current EMD certification throughout employment.
Microsoft Office experience.
Computer skills and the ability to multitask in a fast-paced environment using both a telephone and computer.
Ability to speak in an unencumbered manner, identified as a bona fide occupational qualification for this position.
Knowledge of Florida Chapters 394 and 401 and Florida Administrative Code 10D-66.
Knowledge of the Baker Act as it relates to TransCare.
Knowledge of EMS radio systems and codes, computer systems, basic software programs, supervisory principles and practices, trauma transport protocol, and the Florida statewide run report.
Ability to understand and apply applicable policies and procedures.
Ability to determine work priorities and ensure proper completion of assignments.
Ability to communicate effectively verbally and in writing.
Ability to use problem-solving techniques and work independently.
Ability to work effectively in a fast-paced environment, multitask, and establish and maintain effective working relationships.
Skill in operating word-processing software on a personal computer.
Good hand-eye coordination and arm, hand, and finger dexterity, including the visual acuity needed to use a keyboard.
Ability to sit for long periods.
Correctable vision sufficient for reading gauges, fine print, and figures associated with emergency medical care, and color acuity to distinguish relevant colors.
Sufficient hearing to obtain information from emergency response entities and others and to provide emergency care and treatment in active, distracting environments.
Ability to speak and enunciate clearly and audibly in loud, stressful, and distracting environments.

Nice To Haves

Experience in customer service and/or dispatch.

Responsibilities

Receive and process requests for emergency and non-emergency ambulance services.
Process requests for ALS, BLS, and psychiatric services as appropriate.
Enter requests into the CAD system and select and dispatch the appropriate unit or units.
Maintain accurate system status control and apply the System Status Plan to daily operations.
Evaluate efficient and effective utilization of system unit hours.
Collect and report operational metrics as required.
Provide information and referrals to community members and perform intake functions for Crisis Center services.
Conduct intake evaluations by phone and in person as program needs determine.
Direct resources during major or mass-casualty incidents.
Respond to law enforcement requests to dispatch mental health transportation resources.
Communicate professionally with clients, public service personnel, internal and external team members, and other stakeholders.
Provide exceptional customer service to internal and external customers.
Participate in the performance quality improvement process and use data to improve services and outcomes.
Attend required continuing education courses and maintain current EMD certification.
Maintain a neat and professional appearance and adhere to Standard Operating Procedures and the Crisis Center Policy Manual.
Maintain positive and professional working relationships within the agency, community, and EMS system.
Maintain prompt and regular attendance and perform other required duties.