Communication Specialist - Finger Lakes Ambulance

GW Lisk is only assisting with the advertisement for this position. All hiring decisions are made by Finger Lakes Ambulance 

Receives requests for emergency and non-emergency Emergency Medical Service by radio, telephone and other means. Questions callers to elicit necessary information to determine location, nature, and reason for request. Determines appropriate resource response and relays information needed by responders. Coordinates with other Public Safety Answering Points (PSAPs) for appropriate response of other emergency and non-emergency agencies. Maintains contact with field responders and assigns appropriate resources to requests for service. Uses PC based systems to track all calls for service and resource responses. Manages equipment sign in and out logs. Relays critical and non-critical information and other requests to operations and management personnel.

Purpose:

Igniting passion for providing Emergency Medical Services by empowering our employees to meet the challenges ahead.

Essential Duties and Responsibilities include the following:

1. Receive emergency and non-emergency requests for service via telephone, radio, MAS website, or other means, and accurately records required information in all appropriate data systems
   1. Accurately dispatches field units for requests for service by radio, telephone, and data transmission while using closed-loop communication techniques to confirm understanding by crews
   2. Ensuring all transfer requests have completed paperwork, as appropriate
   3. Assigns appropriate FLA resource(s) to requests for service
   4. Assist crews in acquiring most efficient travel directions
   5. Immediately input and update of information into the Computer Aided Dispatch (CAD) system
2. Maintains strict confidentiality in compliance with HIPAA standards
3. Answer routine incoming calls and route to the appropriate personnel; maintaining confidentiality to ensure information is shared on a need-to-know basis
4. Continually monitoring the location of crews using AVL Mapping system; conduct status check, as required
5. Handles all interactions with fellow staff, clients, patients, and community members in a constructive way that fosters goodwill while promoting the core values of Finger Lakes Ambulance
6. Continuously communicate with other Public Safety Access Points (PSAPs) as required by company guidelines and procedures ensuring appropriate resource response is relayed to other PSAPs
7. Advise On-Duty Supervisor of unusual events and occurrences in a timely manner
8. Dispenses and Receives equipment, as appropriate
9. Completion and submission of required shift reports to ensure communication
10. Complete daily housekeeping duties to include, sweeping/mopping/sanitization of Communication center to ensure a clean and clutter free workspace
11. Continually scan environment for potential safety hazards to ensure the safety of staff and patients; inform supervisor of potential risks immediately
12. Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must frequently lift and/or move 25 pounds. The employee must be able to remain in sitting or standing position/confined area for long periods of time. The employee will often spend several hours staring at a computer screen. The employee will frequently use PC keyboard, mouse, touchscreen, and VOIP phone system.

Education/Experience:

• High school diploma or general education degree (GED)
• Experience in emergency or non-emergency call center is preferred
• EMD Certification within 1 year of hire

Special Skills:

• Emergency Medical Dispatch Training
• Ability to manage high stress situations, utilizing positive Interpersonal Skills
• Ability to speak clearly and concisely while using phone, radio, etc.
• National Incident Management System 100, 200, 700, and 800
• Prioritization in problem solving
• Keyboarding Proficiency
• American Heart Association Healthcare Professional’s Basic Life Support (or equivalent) within the past 2 years

Language Ability:

Ability to read and interpret documents such as medical protocols, transportation orders, safety rules, operating instructions, maintenance instructions, and procedure manuals in the English language. Ability to write routine reports and correspondence in the English language. Ability to speak effectively before groups of customers or employees of organization in the English language. Ability to speak and understand the English language clearly through radio and telephone communications.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to interpret maps, radio transmissions, and other audio and visual data received from a number of simultaneous sources. While performing the duties of this job, the employee is regularly required to multi-task by using hands while talking or listening to others.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Office 365, dispatching software, electronic patient charting and cloud-based applications.

Equipment:

This may include but is not limited to:

• PC based Computer with multiple monitors
• Copier, printer, fax machines
• Integrated control console for radios and telephones
• Telephones (VOIP, analog, and cellular)
• Multi-height work console
  

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee must be able to remain in one place for long periods of time. The noise level is typically quiet. The workspace is inside a communications office.

Compensation: $20.00 per hour