Full Time 1St/2Nd Shift , Weekend, And Holiday Dispatcher

Position Reports To: Dispatch Director
Position Supervises: No direct or indirect reports
Working Environment: Dispatch Center/Office
Physical/Mental: Must be able to maintain physical condition appropriate to assigned duties/responsibilities which involve sitting for extended periods of time and operating assigned equipment (computer, radios, Lytx and other communications equipment). This includes hand and finger dexterity; ability to communicate clearly; ability to read and write. Work is performed in office environment with artificial lighting; noise levels that may cause distractions; limited opportunity for physical movement. Must be able to remain alert & responsive under low lighting and extremely demanding conditions, while wearing a headset and observing computer display screen for long, uninterrupted periods of time, with infrequent breaks.
FLSA Status: Non-Exempt
GENERAL DEFINITION
This is a specialized position performing multi-channel emergency radio and communications work for the Tri-County Ambulance, Service Dispatch Center. The Dispatcher is responsible for receiving and prioritizing emergency and non-emergency telephone calls. This work involves evaluating incoming calls to determine appropriate level of EMS assistance required, dispatching units, and transmitting information and messages upon request according to established procedures. This position monitors Ambulance units in the field, retrieves and enters computer data, operates radio communication, and other related communications equipment. Work is performed under the general direction of a supervisor who is available for immediate consultation on any situation. Shift work is required.
ESSENTIAL JOB FUNCTIONS AND EXAMPLES OF WORK

• Interacts with callers requesting emergency/non-emergency response or service from the community. Uses established protocols and the computer-aided dispatch system to evaluate the situation and take the appropriate actions. Retrieves information from callers and transmits information to Ambulance service personnel.
• Monitors and maintains the location and status of Ambulance units in the field.
• Operates various automated and/or communications equipment including computer assisted CAD and Lytx; enters and retrieves data.
• Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
• May assist in training new dispatch personnel.
• Maintains a positive customer service attitude at all times with the public, user agency members, co-workers and supervisors.
• Performs general office support assignments. Prepares various forms of documentation including reports and logs.
• Inspects equipment at beginning of each shift to ensure proper operation; reports malfunctions or problems.
• May be required to be on-call and/or remain on duty after shift-end.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES, LICENSES AND CERTIFICATIONS
Knowledge:

• General knowledge of cities and locations of highways and main streets
• Strong knowledge of the principles, practices and techniques of emergency dispatch.
• Thorough knowledge of computer-aided dispatch systems with technical knowledge of two-way radio systems.

Skills and Abilities:

• Strong communication skills with the ability to express ideas clearly and concisely in written and verbal formats.
• Demonstrated interpersonal skills in order to establish and maintain effective working relationships with co-workers, the general public and hospital discharge staff members.
• Ability to exercise judgment under pressure.
• Ability to deal with sensitive information in a discreet and professional manner while maintaining confidentiality.
• Ability to multi-task efficiently in a fast-paced, stressful environment.
• Ability to operate radio, telephone and computer systems under routine, emergency and high stress conditions, in a confined work area for long periods of time.
• Ability to operate standard office machines (photocopier, calculator, etc.).
• Ability to lift 25-50 pounds, occasionally.

MINIMUM EDUCATION AND EXPERIENCE

• Must be at least 18 years of age with a high school diploma or GED. Post-high school education at a technical or college level is helpful.
• Requires experience in a Customer Service related position, with multi-tasking and self-motivation skills a must.