Dispatcher

Position Summary:
The primary job responsibilities of the Dispatcher are to receive and prioritize incoming calls requesting medical assistance and/or transportation from residences, public service agencies and/or medical facilities, and dispatch the appropriate Falck unit(s) to the scene in response to the requests for assistance. He/she will operate communications equipment to monitor field operations of EMS units and personnel, and make phone calls to update and inform Falck customers.
Essential Functions:
The Dispatcher may be assigned one or more duties. These duties include, but are not limited to, the following:
+ Receive, prioritize, and triage all incoming telephone calls.
+ Demonstrate the ability to effectively channel emergency and non-emergency calls to appropriate personnel.
+ Efficiently post and dispatch vehicles to emergency and non-emergency calls in a timely manner.
+ Demonstrate the ability to make accurate moment to moment decisions in regard to the dispatching of emergency and non-emergency vehicles.
+ Obtain required information from party requesting medical transport (as set forth by Management).
+ Maintain professional telecommunication contact with field units and other agencies comprising the emergency service network to communicate activities of personnel, enlist services of other protective agencies, or provide alternative directions to on scene personnel.
+ Demonstrate ability to effectively use paging system, Nextel?s, cell phones and land lines, and all portable or mounted radios; troubleshoots problems mechanical / equipment problems and contacts Management as appropriate.
+ Able to effectively communicate with all customers, staff and management.
+ Maintain appropriate Quality Assurance/Quality Improvement score.
+ Manage time and organize work with minimal direction
+ Adhere to all Falck Aurora policies and protocols.
+ Participate in training programs as required.
+ Prepare and complete reports stating progress, problems and statistics for review by appropriate managers and supervisors.
+ Perform basic data entry; demonstrate ability to learn new computer programs and perform some advanced data entry.
Additional Duties:
The Dispatcher may be assigned one of more additional duties. These duties include, but are not limited to, the following:
+ Attend all communication meetings.
+ Assist with providing information for investigations of incidents as required.
+ Perform other job related duties as assigned by Management.
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, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The individual in this position must possess the following qualifications:
+ Must be at least 18 years of age.
+ Typing 40 wpm (minimum).
+ Strong interpersonal and communication skills with an ability to work effectively with a diverse range of individuals, teams, managers, supervisors, and external customers. Excellent ability to communicate and work cohesively across Department lines.
+ Must have computer competency including proficiency with Microsoft Suite, and understanding of database programs.
+ Must have the ability to consistently deliver outstanding customer service to all internal and external customers.
+ Highly dependable and ability to meet internal deadlines consistently.
+ Strong organization skills and attentiveness to detail.
+ Flexible and adaptable, willing and able to adjust to rapidly changing priorities.
+ Must have the ability to work independently as well as in groups.
+ Ability to maintain a professional manner and appearance at all times.
+ One to two years of EMS and/or dispatch related experience and/or training preferred.
+ Knowledge of CAD system and range of software recommended.
+ Knowledge of Falck area and the outlining counties preferred.
+ EMD (Emergency Medical Dispatcher) obtained within specified time period determined by Planning Manager.
+ Be able to function in a high stress environment where the work goes from minimal to overload within moments.
+ Must have a mature, courteous, and decisive nature in order to provide maximum customer service under stressful conditions.
Education Requirements:
The individual in this position must possess the following education requirements:
+ High school diploma or general education degree (GED).
+ EMD Certification preferred
Physical Requirements:
The physical demands described here are representative of those that must be met by the individual to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee must regularly lift and/ or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee must have the ability to distinguish color differences as the CAD computer uses multiple colors to distinguish the status of ambulances, and not have a non-correctable deficiency in normal vision. The employee must not have any hearing impairment that would interfere with using a normal telephone and/or working a radio channel simultaneously.
Occasionally: Must have the ability to lift, carry and balance up to 15 pounds.
Frequently: Good manual dexterity, typing wpm 40, with the ability to perform all tasks related to the position of Dispatcher.
Constantly: Ability to sit and stand for extended periods of time, possess hand-eye-foot coordination and color recognition. Ability to hear and understand spoken words via telephone and radio and in person.
Cognitive/Psychosocial Requirements:
The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Occasionally: Memorization, critical judgment, problem solving.
Frequently: Simple and complex mathematic skills, reasoning, ability to read, interpret and correspond in various written communication formats.
Constantly: Logic, ethical judgment and reasoning, active listening skills, decision making, ability to communicate effectively in written and verbal formats.
Clinical Requirements:
N/A
Equipment Operated:
The individual in this position must be familiar with using the following equipment to perform the essential functions of this job.
Occasionally: Fax machine, copy machine, hole-punch, calculator, laminator, scanner, voice recording system, cell phone
Frequently: Printer, telephone, clock.
Constantly: Computer, radio.
Working Conditions:
The working environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel approximately 0% of time.
Environmental Conditions:
While performing the duties of this job, the employee occasionally works near moving mechanical parts and is occasionally exposed to risk of electrical shock.
The noise level in the work environment is moderate to loud.
The statements in this document are intended to describe the general nature and level of work performed by individuals assigned to the classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. This document in no way constitutes a contract of employment. Falck Aurora reserves the right to modify job descriptions, policies or any other procedural documents at any time, for any reason without prior notice.
Falck USA is an Equal Opportunity / Affirmative Action Employer. It is Falck USA?s policy to provide equal opportunity to all qualified applicants for employment, and not to discriminate on the basis of age, citizenship, color, disability, genetic information, military or veteran status, national origin, race, religion, sex, or any class protected by law. 6d900a026b644aefafcd758d55af9eda

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