Dispatcher

Description

• receive, prioritize, coordinate and dispatch NORCAL Ambulance calls for service for ALS, BLS and CCT crews in a swift and proper manner using our Communications Center Dispatch Software. 
• Requests will be taken from: hospitals, clinics, medical assistance companies, flight teams or related entities.
• Dispatcher/Customer Service Agent will then coordinate the transportation request and send to the most appropriate unit based on: unit availability, unit location, travel time, etc. 
• He/she shall be responsible for: dispatching and call taking for NORCAL Ambulance crews to both the emergency and interfacility setting, including emergency and private callers. 
• The Dispatcher will operate tracking, radio or cell phone communication equipment to monitor the status of field personnel and units. 
• The dispatcher will perform other related tasks and duties as assigned by the departmental leadership.

The Dispatcher/Customer Service Agent may be assigned to one or more duties. These duties include, but are not limited to the following:

• Receive and prioritize all incoming requests for dispatch.
• Efficiently dispatch units to emergency and non-emergency calls in a timely manner.
• Demonstrate the ability to make accurate moment-to-moment decision making in regard to the dispatch of emergency and non-emergency vehicles.
• Effectively triage all incoming requests for service and sends the appropriate unit according to Northwest Ambulance policy and procedure.
• Obtain required information from party requesting medical transport.
• Maintain professional telecommunication contact with field units and other agencies.
• Demonstrate the ability to effectively use the dispatch paging system, iPhone, land lines, and all portable or mounted radios; troubleshoots problems including mechanical/equipment problems and contact the operations manager as appropriate.
• Participate in required training programs.
• Perform basic data entry.
• Provide excellent customer service to all callers and crew members.

Requirements

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:

• Excellent ability to communicate and work cohesively with EMT’s, RN’s and Administration.
• Strong interpersonal and communication skills with an ability to work effectively with a diverse range of individuals, teams, managers, supervisors, and external customers.
• Computer competency including proficiency with Microsoft Suite, Google Docs, and current Dispatch Software.
• Ability to consistently deliver outstanding customer service to all internal and external customers.
• Highly dependable and able to meet internal deadlines consistently. 
• Strong organization skills and attention to detail.
• Flexible and adaptable, willing and able to adjust to rapidly changing priorities.
• Ability to work independently as well as in groups.
• Ability to maintain a professional manner and appearance at all times.
• One year of EMS and/or dispatch related experience and/or training preferred.
• Knowledge of Northern California geography.
• Able to function in a high-stress environment where the work goes from minimal to overload within moments.
• Must act in a mature, courteous, and decisive nature in order to provide maximum customer service

Salary : $37,500 - $56,100