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Liberty Ambulance Ambulance Dispatcher in Downey, California

DESCRIPTION

Personnel in this position are responsible for properly deploying and monitoring the status and locations of all on-duty units. These individuals must use approved System Status Management techniques which ensures the efficient and appropriate use of those resources. Controllers serve as the first contact with callers and, therefore, will often be called upon to calm and direct the actions of laypersons, prior to the arrival of EMS personnel. Controllers must have intricate knowledge of the service area to ensure the deployment of appropriate units and to provide direction to ambulance personnel. Due to the job being time-sensitive, applicants must possess the innate ability to multitask, while maintaining a high level of accuracy.

REQUIREMENTS

Minimum Qualifications:

  • To set up an interview call Recruitment Coordinator Celeste at (562) 208-4365

  • High school diploma or GED

  • Maintain, on file, one of the following current and valid certifications : California State EMT, NAED EMD, or NAED ETC

  • Ability to prioritize multiple tasks; ability to work independently and as a team member.

  • Ability to employ discretion and confidentiality in sensitive areas.

  • Ability to read, interpret, and follow instructions in memos, letters, and various documents.

  • Regular and predictable attendance.

  • Thorough geographic knowledge of service areas.

  • Effective written and oral communication skills.

  • Effective interpersonal skills.

  • Ability to read, write, and speak English fluently.

  • Correct English usage, spelling, grammar, and punctuation.

  • Radio communication skills.

  • Speak clearly and concisely in an understandable voice via radio, telephone, and in person.

  • Must be able to pass a drug test and pass a criminal and civil court record check.

  • ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Performs all duties and functions of the Communications Center.

  • Demonstrates ability to type 35 words per minute.

  • Answers incoming administrative, non-emergency, and emergency telephone lines in a courteous and professional manner.

  • Receives incoming calls, promptly ascertains proper levels of response, and allocates resources to match dynamic system demands.

  • Enter all information in the appropriate fields of the CAD while paying special attention to business names, apartment names, apartment/suite number, gate codes, patient location, instructions to access the patient, and most importantly crew safety information

  • Familiar with response policies of client cities and the ability to interact with them professionally.

  • Monitor all radio traffic while simultaneously listening in the room for pre-alerts to incoming calls, pre-alerting units, and putting units promptly on the scene to maintain system compliance.

  • Give appropriate routing to units when needed. Have knowledge of how to get this information.

  • Identify and report field performance concerns to the Operations Manager.

  • Maintain knowledge of current or updated policies and procedures.

  • Manages System Status Plan and utilizes available units promptly to maintain the plan.

  • Demonstrates working knowledge of CAD codes and functions.

  • Demonstrates knowledge of policies and procedures of the Communications Center.

  • Assists with routine maintenance of the Communication Center.

  • Provides pertinent and necessary info. to responding crew, such as necessary supports, cross streets, nature of the call, etc.

  • Investigates and reports all-time exceptions.

  • Updates system as the trip progresses, adding mileage, diversions, problems encountered, etc.

  • Completes and submits daily status reports, including response time exceptions, response compliance, and unusual incidents, i.e. complaints, accidents, injuries, call-offs, etc.

  • Assists with the training of new Controllers and Call Takers as directed by the Lead Controller and/or Communications Center Supervisor.

  • Demonstrates thorough geographic knowledge of all company service areas.

  • Dispatches Code 3 calls within 30 seconds.

  • Communicates activities of the shift to ensure a smooth transition between shifts and to increase awareness of problems and concerns as they arise.

  • Follow procedures accordingly following equipment or system failure.

  • Log in daily report book patients known to be in the hospital, having passed away (remove from on-going scheduled trips), and any other pertinent information. Read daily prior to the start of a shift for any new items since the last shift worked.

  • Document all crew changes and times crews go out of service on the day sheet, and update crews and/or units on the computer.

  • Performs other related tasks and duties as assigned.

  • Communications Center is staffed 24 / 7. May be necessary to work day, evening, weekend, holiday shifts, and may be called back or held over to maintain staffing levels. Controller/dispatcher is to be clocked in, in their seat at the workstation, ready to take over at the appointed start time for their shift.

  • Must have the ability to perform the essential functions of this position with or without reasonable accommodations.

STRESS FACTORS:

  • Occasionally: Fatigue

  • Frequently: Intense tasks

  • Constantly: Repetitive tasks, high-pressure, high call volume, life, and death.

WORK ENVIRONMENT:

  • Occasionally: Periods of high stress

  • Constantly: Works with and around others, face-to-face and verbal contact with others, shift work, extended day, inside, temperature changes, noise, and electrical equipment.

MENTAL REQUIREMENTS:

  • Occasionally: Complex writing

  • Frequently: Complex reading, clerical

  • Constantly: Simple reading and writing, memorization, analyzing, perception/computation, problem-solving, simple math skills, judgment, erasing, and decision-making.

PHYSICAL REQUIREMENTS - Typically involve, but are not limited to:

Hearing and Speaking:

  • Hear, understand and respond to verbal information in person, by phone, and by radio, including difficult to understand callers, and over background noise

  • Speak clearly and concisely in English

  • Hear, understand and respond using radio transmitters and receivers, radio consoles, telephone/radio headsets, multi-line telephone systems, and complex communications equipment

Seeing and Reading:

  • See, read, and understand written information and instructions in all forms, including handwritten, hard copy, or electronic communications formats

  • See and use all related communications equipment including radio transmitters and receivers, radio consoles, telephones/radio headsets, multi-line telephone systems, computer consoles, and data communications terminals

  • See color differentiation as necessary to distinguish color variations on maps, computer screens, and radio consoles

Mental Acuity and alertness:

  • Understand, respond to, and apply complex concepts, information, and instructions including policies, procedures, laws, and regulations

  • Engage in frequent interpersonal interactions that are stressful or sensitive in nature

  • Handle difficult interpersonal interactions and complaints with tact and diplomacy

  • Manage and accomplish multiple priorities and diverse responsibilities with a high level of accuracy

  • Think quickly, calmly, and clearly in emergency situations and apply judgment, discretion, and initiative in accomplishing work

  • Work under pressure, exercise good judgment and make sound decisions in emergency situations

  • Maintain composure, alertness, and concentration while working for extended periods of time

Manual dexterity and typing:

  • Extensive use of computers, keyboards, office equipment, and similar specialized technical and electronic equipment commonly found in communication centers

  • Performing multiple tasks requiring manual dexterity at the same time

  • Write legibly

Physical dexterity:

  • Sit for extended periods of time; stand or walk as necessary

  • Sit for extended periods of time particularly during high-stress situations

  • Stretch, reach, or lift objects or materials that may be up to 10 pounds in weight

Reasonable accommodations may be made where possible to enable individuals with disabilities to perform the essential functions.

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