Summary: Under supervision of the communications manager, this position performs a variety of skills and semi-skilled functions in support of the communication center; receives and dispatches emergency and non-emergency calls assist with ancillary services; provides Emergency Medical Dispatch (EMD) direction and participates in the work of a dispatcher/call taker and performs other duties as assigned.

The fundamental reason this classification exists is to operate Emergency Medical Service (EMS) Computer-Aided Dispatching equipment to quickly and accurately receive and transmit information of an emergency nature for AlphaOne Ambulance Medical Services, Inc. and contracted communities and facilities.

Work involves evaluating incoming calls to determine the appropriate level of EMS assistance required, dispatching units, and transmitting information and messages upon request and/or according to established policies/procedures. Employees are expected to demonstrate extensive communications skills and to exercise considerable judgment under pressure. Work is performed under the general direction of a communications manager and/or shift lead. Dispatchers must be able to work any assigned shift, including days, nights, weekends, and holidays. Shifts are typically 12 hours long, on a “4/3 split” schedule (4 days on, 3 days off, 3 days on, 4 days off). However, duration of shifts and scheduled workdays may vary due to operational need.

Essential Responsibilities include the following. Other duties may be assigned.

• Techniques, procedures, and methods used in the operations of a communication center.
• General knowledge of geographical orientation, cities and locations of highways, hospitals, and main streets.
• Effective interpersonal communication methods and techniques.
• Must be able to pass the IAED certification course within 1 month of hire (unless unforeseen circumstances or class scheduling prevent this) and maintain EMD, and CPR certification during employment.
• Must demonstrate proficiency in all areas of the position within 42 completed training shifts:
  • Must demonstrate proficiency in emergency and IFT call taking, IFT dispatch, and Emergency dispatch within 14 training shifts, respectively.
  • Failure to meet the above deadlines may result in remedial action or termination.

Competencies: To perform the job successfully, an individual should demonstrate the following:

• Communicate orally with the public and co-workers in face-to-face, one-on-one setting or using a telephone.
• Remain calm and effective under heavy workloads and in emergency situations.
• Exercise good judgment in emergency situations.
• Determine priorities of emergencies.
• Obtain and act on information quickly and accurately in emergency situations.
• Perceive the full range of the color spectrum, numbers, and/or images on a computerized monitor.
• Work evenings, night, weekends, and holidays to maintain 24-hour coverage of the emergency dispatch system.
• Understand and follow oral and written instructions.
• Work cooperatively with other departments to create a seamless flow of communication.
• Comprehend and make inferences from written materials such as operations manuals and dispatch manuals.
• Learn job-related material through oral instruction and observation, and through structured lecture and reading to effectively perform job duties. This learning takes place in an on-the-job training setting, and in a classroom setting.
• Learn street locations, station locations, and geography of the areas served.
• Learn to operate communications equipment (multi-button telephones, base radios, and computer terminals).
• Learn communication center organization, policies, and operating procedures.
• Work safely without presenting a direct threat to self or others.

ADDITIONAL REQUIREMENTS

• Some positions will require the performance of other essential and marginal functions depending upon work location, assignment, or shift.
• Must possess CPR certification (classes offered at AlphaOne Ambulance Medical Services Inc.) and maintain during employment.
• Must be able to successfully complete the dispatch orientation.
• Must possess EMD certificate and re-certify certificate prior to expiration to maintain employment

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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Educational Requirements
The employee must have a minimum of either a high school diploma or a GED as evidence of completion of a high school education and must have and maintain current emergency medical dispatching certificate issued by the National Accreditation of Emergency Medical Dispatchers.

Certificates, Licenses and Registrations
The employee must possess and maintain a valid CPR card, current EMD certificate and other certifications as required.

Minimum Experience, Abilities Required and Special Requirements
This position starts at an entry level classification (PTC) experience in this role is key to the successful completion of EMD. Additionally, the employee must possess basic working knowledge of a computer and be able to enter necessary data into a computer or similar device.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is:

(Occasionally equals 1-33%; Frequently equals 34%-66%; and continuously equals 67-100% of a typical workday.)

• SITTING: Frequently, the individual will sit in the communication center. The communication center is equipped with a standard office chair. The time performing the sitting activity on a daily basis would depend upon the specific shift assignment.
• LIFTING AND CARRYING: Occasionally required to lift and carry weights ranging from a few pounds to ten (10) pounds and above. Occasionally required to lift and carry weights scaled at above 25 pounds or more. Employees will need to lift and carry boxes or normal office equipment.
• BENDING AND STOOPING: Occasionally, throughout a work shift, the individual must bend in a range of 1 to 90 degrees. The average situation will require the individual to work in a range of 35 to 65 degree bends.
CROUCHING AND KNEELING: Occasionally crouching and kneeling may be performed when checking equipment or assisting personnel. The number of times this is done depends on the incident but may be up to 15 times for up to 10 minutes or greater.

OTHER PHYSICAL REQUIREMENTS

• Maintain stamina during the shift;
• Speak clearly under stressful circumstances;
• Accurately communicate ideas orally and in writing;
• Speak loudly; and
• Get along well with others.

MENTAL REQUIREMENTS OF THE POSITION

• Ability to handle stressful situations, and be able to function calmly and collectedly under all types of stressful situations;
• Get along well with diverse personalities;
• Communicate with callers and others with empathy and respect;
• Create and maintain a positive and cooperative working environment in stressful situations;
• Work smoothly and professionally in an environment where teamwork is essential;
• Analyze and interpret difficult and complex transports and personnel situations;
• Work independently with minimal supervision for assigned tasks;
• Exercise sound independent judgment within general policy and procedural guidelines;
• Anticipate and identify problems and take initiative to prevent or correct them;
• Establish and maintain effective working relationships with all levels of
• personnel within the medical community, AlphaOne Ambulance Medical Services Inc., outside agencies, patients, and members of the community;
• Understand and follow federal, state and local laws, and AlphaOne Ambulance Medical Services Inc. policies, procedures, and rules;
• Follow orders;
• Remember and apply concepts, knowledge, and principles; and
• Appropriately deal with stress and maintain composure when encountering difficult calls.

Work Environment: The work 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.

Compliance: Will comply with all applicable laws pertaining to fraud and abuse as defined by the Office of Inspector General regarding kickbacks for the provision of utilizing medical transportation services. Will hold in confidence matters that are considered privileged information or trade secrets.