The Emergency Communications Operator is responsible for receiving prioritizing and dispatching calls for emergency services via emergency and non-emergency phone lines; interrogating callers for pertinent details of event; entering accurate and concise data utilizing CAD system, alert tones, pagers, and radio notification. Ensures timely relay of information on the nature of the call, location information and additional instructions via radio directly to units responding, while simultaneously tracking responses, times, units status updates and notes. This person is also responsible to take transport request and seek pre-approved transport authorization for the transport request.
JOB DUTIES AND RESPONSIBILITIES:
- Provide telecommunications grounded in excellent customer service, providing service to both external and internal customers.
- Provides direction to SLETS staff members during the course of the day to ensure all emergency and non-emergency calls are handled in a timely manner.
- Schedule and dispatch patient transport crews, equipment, or services to appropriate locations according to customer requests, specifications, or needs, using radios or telephones
- Relay dispatch assignments, messages, and information to or from patient transport crews, and supervisory staff using telephones or two-way radios.
- Prepare daily work and run schedules.
- Monitor personnel and/or equipment locations and system utilization in order to coordinate service and schedules.
- Determine levels of service, amount of equipment, vehicles, materials, or personnel required to satisfy the request for service in a safe and efficient manner.
- Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for dispatch purposes.
- Monitor and operate a radio console.
- Record and maintain files of requests for service, missed call requests, and other system status information.
- Enter and modify information into local, state and national computer databases.
- Confer with customers and supervisory staff in order to address questions, problems, and requests for service or equipment.
- Maintain and understand jurisdictional boundaries, as well as thoroughfares, landmarks, public buildings and waterways within the response jurisdiction and facilities that are normally serviced or destination locations.
- Arrange for necessary repairs and appropriate allocation of assets in order to restore service and schedules.
- Maintain knowledge of rules, regulations, and procedures, including safety procedures for the purpose of assigning the appropriate response level to the service request. (Policies and procedures may refer to department policies and procedures related to emergency communications and disaster and special response plans.)
- Advise duty personnel and supervisory staff about traffic problems such as construction areas, accidents, congestion, weather conditions, and other hazards.
- Provide daily monitoring and status updates of tasks assigned to the patient transport crews to ensure that patient care documentation is received within the time standards as outlined by departmental and State Licensure Policy.
PHYSICAL AND SENSORY REQUIREMENTS:
Sitting 8 hours per day; 3 hours at a time. Stand up to 1 hour per day; 30 minutes at a time. Walk up to 2 hours per day; 20 minutes at a time. Continuously fingering and handling for data entry, typing, etc. and occasional twisting and turning. Occasionally lift up to 20 lbs. Occasionally carry up to 15 lbs. Frequently stoops, bends, or reaches above shoulder level to retrieve files. Must be able to perceive attributes of an object through touch. Must be able to hear as it relates to normal conversation. Must be able to see as it relates to general, near, far, color, peripheral vision and vision monotony.
EDUCATION:
High School diploma or equivalent required.
TRAINING AND EXPERIENCE:
Emergency Medical Dispatch certification (Preferred)
Successfully completed NIMS 100, 200, 700 and 800 on line training.
Obtain future additional card courses, certifications or other training requirements as dictated by the positional requirements.
Maintain certifications and requirements and continuing educational requirements as designated.
Experience in computer operations. Previous experience in health care/ambulance billing; radio communication skills; office skills including typing, filing, bookkeeping. Experience taking and recording minutes of meetings; excellent organizational skills; pleasant telephone manner. Ability to perform job with a minimum of direct supervision.
Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!
