Acute Rescue hires Communiation Specialists with a calm demeanor in a crisis, and a heart for helping others. Everyone in our Communications Center has a role to play in providing great customer service for a broad cross-section of clients, so you will get to use your excellent communication and interpersonal skills, as well as accuracy in this demanding role. After your probationary period, you may qualify for our robust Benefits package. Best of all, you’ll have the chance to leave every day knowing you’ve helped others as part of a caring staff.
Acute Rescue’s Communication Center is a point of contact for emergency and non-emergency calls for EMS and non-medical transportation services. You will receive transport request calls, send and schedule appropriate responses, dispatches emergency responders/units, maintain status and awareness of unit locations; monitor message traffic and relays information as required. Our Communication Specialists receive and relay information regarding incidents and other activities to appropriate agencies and staff.
The ideal candidate must primarily be an excellent communicator and able to remain calm and composed, especially in emergency situations. You must be able to multi-task as well as take appropriate action with little supervision.
The goal is to enable different parties to operate effectively by ensuring the accurate and timely transmission of information.
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Receive emergency and non-emergency calls for EMS and non-medical transports, and record significant information
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Address problems and requests by transmitting information or providing solutions
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Receive and dispatch orders for transport
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Prioritize calls according to urgency and importance
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Use radio, phone and computer to send crews, vehicles or other field units to appropriate locations
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Monitor the route and status of field units to coordinate and prioritize their activity
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Provide field units with information about orders, traffic, obstacles and requirements
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Enter data into computer system and maintain logs and records of calls, activities and other information
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Determines nature and location of emergency or requested service, determines priority, dispatches emergency responders/units as necessary in accordance with established department policies and procedures.
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Proven experience as dispatcher or relevant position
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Tech-savvy with knowledge of relevant methods, including CAD
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Accurate and quick typing speed with experience in data entry
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Knowledge of procedures and guidelines for emergency situations
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Proficient in English (oral and written)
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Outstanding organizational and multitasking abilities
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Active listener with excellent communication skills, both verbal and written
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Sound judgement and critical thinking
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Strong verbal transcription abilities
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Inherent curiosity and desire to learn independently
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Understanding and ability to use business arithmetic for generating quotes
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Familiarity with mapping, geographic features and directional information for regions Acute Rescue operates in.
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Call screening techniques and phone etiquette.
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Standard office practices and procedures, including records management.
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Communicating effectively in oral and written forms.
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Represents Acute Rescue with dignity, integrity, and a spirit of cooperation in all relationships with staff and the public.
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Working under pressure, exercising good judgment and making sound and timely decisions in emergency and non-emergency situations.
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Effectively listening to, communicating with, and eliciting information from upset, emotional or irate individuals, and accurately recording the information in the CAD software.
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Dealing successfully with a variety of individuals from various socioeconomic, ethnic and cultural backgrounds, in person and over the telephone.
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Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
- This position has been designated safety sensitive and therefore the incumbent is subject to random drug testing
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High school diploma or approximate equivalent (additional relevant certifications or education is a plus)
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18 years of age or older.
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Work is typically performed in 12 and 24 hour shifts per week
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Mobility to work in a typical office setting and use standard office equipment
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Stamina to remain seated for extended periods of time
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Strength to lift and carry up to 20 pounds
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Vision to read printed materials and a computer screen,
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Hearing and speech to communicate in person, over the telephone and over the radio.
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Work is performed in a high call volume emergency dispatch environment, where there is limited opportunity for physical movement and the Communications Specialist must remain alert and responsive while observing computer display screen for uninterrupted periods of time; may be subject to extended work periods without relief, periods of high call volume, and stressful situations.
CORE COMPETENCIES:
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Safe. We are absolute in our belief that ART employees operate with safety in the forefront of their daily operations.
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Efficient. We are focused on outcomes that are smart and responsible by making the best use of your resources to maximize overall productivity and achieve sustainable profitability as a high performing organization.
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Quality. We are committed to ensuring excellent organizational performance which produces sustainable and reliable outcomes.
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Service. We are dedicated to the service of our customers, our communities and each other.
BEHAVIORAL COMPETENCIES:
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Drive & Energy – The ability to maintain a fast pace and continue to produce during exhausting circumstances.
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Functional & Technical Expertise – Allows the individual to add organizational value through unique expertise and serve as a resource to the organization within his/her area of expertise
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High Standards – Sets the stage for continuous improvements, the adoption of best practices and ultimately influences organizational standards.
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Initiative – Takes a proactive approach and takes action without being prompted.
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Integrity – Acts ethically and honestly and applies those standards of behavior to daily work activities.
DISCLAIMER:
To perform this job successfully, an individual must be able to perform the essential functions satisfactorily with or without reasonable accommodation. The above statements are intended to describe the general nature and level of work being assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of individuals in the job. This job description is not an employment agreement and/or an expressed or implied employment contract. Management has the exclusive right to alter this job description at any time without notice.
