Dispatcher-Call Taker

TITLE: Dispatch Call Taker

DEPARTMENT:Communications

EXEMPTION STATUS:Non-Exempt

SUPERVISED BY: Communications Supervisor

SUMMARY: The Call Taker is responsible for receiving and scheduling requests for emergency and non-emergency ambulance transportation from various sources, to include the establishment of effective communications with the person requesting transportation and eliciting information necessary for dispatching the most appropriate EMS response. The Call Taker will also be responsible for verifying that the patient meets medical necessity requirements for non-emergency ambulance transport as well as obtaining the necessary information to insure successful collection of transportation fees.

ESSENTIAL DUTIES AND RESPONSIBILTIES:

• Must be able to function at the level of a Dispatcher in the emergency call taking capacity.
• Understands and adequately implements the concepts of Emergency Medical Dispatch as published in Principles of Emergency Medical Dispatch as a minimum standard of care.
• Absolute knowledge of the EMS services/resources available in the service area, their capabilities, limitations, locations and accessibility.
• Responsible for coordinating the scheduling of non-emergency transports to insure the most efficient utilization of system resources.
• Responsible and accountable for completeness and accuracy of appropriate paperwork related to his/her shift prior to completion of shift.
• Responsible for accurate and complete data entry for the shift. Responsible for generating applicable reports and checking for accuracy.
• Maintains a current working knowledge of all company policies, procedures, rules, regulations, and memorandums.
• Assists in development and implementation of call-taking procedures and systems, especially those pertaining to medical necessity.
• Provides input for the development and implementation of the Ambulance Placement Strategy as it pertains to non emergency call load.
• Follows established parameters/formats in receiving requests for service.
• Responsible for knowledge and use of communication center relating to his or her duties as Non emergency Scheduler, including but not limited to the CAD system, personal computers, printers, 911 equipment, recording devices and telephones and fax machines.
• Participants in marketing and serves as liaison with medical facilities regarding medical necessity.

MINIMUM REQUIREMENTS:

• Obtain current Georgia Drivers license.
• Must successfully complete an accredited EMD training program within 24 months of assuming position.
• Must agree to remain in this position for a minimum of one year. An exception to this requirement would be a promotion.
• Must possess current CPR certification.

KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge in reading and writing English.
• Ability to communicate clearly on the telephone.
• Ability to function effectively in stressful situations.
• Working knowledge of Operations policies and procedures.
• Thorough knowledge of EMS and other public safety resources available in the area.
• General knowledge of Federal Communications Commission rules and regulations that apply to EMS and Public Safety/Special Emergency Services.
• Must possess excellent organizational skills.
• Ability to record, transmit, and report information accurately.
• Ability to establish priorities.
• Possess good typing skills.
• Ability to understand basic computer applications in the windows operating environment.
• Following training, ability to adequately implement concepts of EMD.

PHYSICAL REQUIREMENTS:

The employee is regularly required to use hands, fingers, and reach with hands and arms; must be able to talk or hear. The employee frequently is required to stand and walk. The employee is required to sit for extended periods; climb or balance; stoop, kneel, or crouch. The employee may often lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORKING ENVIRONMENT:

Open cubical type office environment, frequent interruptions, work pressure and irregularities in work schedule are expected. Employee is continuously faced with a number of projects considered to be high priority. Employee is subject to continually changing deadlines. While performing the duties of this job, the employee may occasionally be required to travel and attend both regular and unscheduled meetings, some of which take place outside of regular working hours.