EMS Dispatcher

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

The Dispatcher is responsible for obtaining all information necessary for service requests and for dispatching appropriate personnel based on response protocols. They are also responsible for processing requests by field crews for assistance, and facilitating the flow of information between administrative staff and field personnel.

EEO/AA/Disability/Veteran

Responsibilities

• 1. At all times display professional and courteous conduct and appearance.
• 2. Diligent adherence to protection of Personal Health Information (PHI) in accordance with the Health Insurance Portability and Accountability Act (HIPAA) regulations.
• 3. Demonstrate sensitivity to community and cultural norms.
• 4. Follow established polices for radio communications and terminology. Monitor and immediately answer radios to ensure crew safety. Speak professionally in a calm, clear, monotone voice over the radio frequency at all times.
• 5. Answer incoming phone lines and processes the information in an accurate, timely, and courteous manner.
• 6. Follow established policies for caller interrogation, information gathering, Emergency Medical Dispatching, call triage, and customer service.
• 7. Demonstrate knowledge of area landmarks and geography including: all metropolitan areas, counties, fire districts, hospitals, and extended care facilities.
• 8. Understand and maintain equipment located in the communications center ensuring efficiency of operations.
• 9. Report major malfunctions to the supervisor or manager.
• 10. Participate in quality improvement activities; assists in maintaining compliance with all established customer service standards. Maintains performance levels consistent with departmental standards.
• 11. Support and uphold established corporation and department policies, procedures, objectives, quality improvement, and safety standards.
• 12. Monitor and document response time exceptions, and lost unit minutes. Report non-compliance with response time standards to the on-duty Communications Supervisor.
• 13. Enters data accurately and completely into the Computer Aided Dispatch system for all service requests.
• 14. Maintain positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers. Maintain a calm, non-emotional and professional atmosphere in the communications center at all times.
• 15. Utilize system status plan to control the location and movement of field units. Follow system status plan to ensure proper level of response and unit deployment. Make recommendations for system enhancement. Accurately provide assistance to responding units, with routing instructions as necessary.
• 16. Attend scheduled department meetings and training sessions.
• 17. Adhere to all company policies and procedures.

Qualifications

EDUCATION

High School diploma or GED. BS/BA degree in communications or related field preferred.

EXPERIENCE

Two years EMS field experience or One year EMS communications experience preferred.

LICENSURE

Current certification as a CT EMT preferred. Must have the ability to obtain and maintain certification in EMD.

SPECIAL SKILLS

Demonstrated knowledge of local geography.

EDUCATION

High School diploma or GED. BS/BA degree in communications or related field preferred.

EXPERIENCE

Two years EMS field experience or One year EMS communications experience preferred.

LICENSURE

Current certification as a CT EMT preferred. Must have the ability to obtain and maintain certification in EMD.

SPECIAL SKILLS

Demonstrated knowledge of local geography.

• 1. At all times display professional and courteous conduct and appearance.
• 2. Diligent adherence to protection of Personal Health Information (PHI) in accordance with the Health Insurance Portability and Accountability Act (HIPAA) regulations.
• 3. Demonstrate sensitivity to community and cultural norms.
• 4. Follow established polices for radio communications and terminology. Monitor and immediately answer radios to ensure crew safety. Speak professionally in a calm, clear, monotone voice over the radio frequency at all times.
• 5. Answer incoming phone lines and processes the information in an accurate, timely, and courteous manner.
• 6. Follow established policies for caller interrogation, information gathering, Emergency Medical Dispatching, call triage, and customer service.
• 7. Demonstrate knowledge of area landmarks and geography including: all metropolitan areas, counties, fire districts, hospitals, and extended care facilities.
• 8. Understand and maintain equipment located in the communications center ensuring efficiency of operations.
• 9. Report major malfunctions to the supervisor or manager.
• 10. Participate in quality improvement activities; assists in maintaining compliance with all established customer service standards. Maintains performance levels consistent with departmental standards.
• 11. Support and uphold established corporation and department policies, procedures, objectives, quality improvement, and safety standards.
• 12. Monitor and document response time exceptions, and lost unit minutes. Report non-compliance with response time standards to the on-duty Communications Supervisor.
• 13. Enters data accurately and completely into the Computer Aided Dispatch system for all service requests.
• 14. Maintain positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers. Maintain a calm, non-emotional and professional atmosphere in the communications center at all times.
• 15. Utilize system status plan to control the location and movement of field units. Follow system status plan to ensure proper level of response and unit deployment. Make recommendations for system enhancement. Accurately provide assistance to responding units, with routing instructions as necessary.
• 16. Attend scheduled department meetings and training sessions.
• 17. Adhere to all company policies and procedures.