GENERAL SUMMARY (THE VALUE YOU WILL ADD TO OUR TEAM)

Acute Rescue hires Communication 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. Best of all, you will have the chance to leave every day knowing you have helped others as part of a caring staff. After your initial probationary period, as a full time employee, you may be eligible for our comprehensive benefits package.

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, dispatch emergency responders/units, maintain status and awareness of unit locations; monitor message traffic and relay information as required, while working as part of a cohesive team.

COMMUNICATIONS SPECIALIST ESSENTIAL FUNCTIONS

• Receive emergency and non-emergency calls for EMS and non-medical transports, and record significant information
• Address problems and requests by transmitting information or providing solutions
• Receive and dispatch orders for transport
• Prioritize calls according to urgency and importance
• Use radio, phone and computer to send crews, vehicles or other field units to appropriate locations
• Monitor the route and status of field units to coordinate and prioritize their activity
• Provide field units with information about orders, traffic, obstacles and requirements
• Enter data into computer system and maintain logs and records of calls, activities and other information
• 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.
• Other duties as assigned by Lead Communications Coordinators, Leadership of Communication Center Leadership, or CEO as company needs change.

JOB REQUIREMENTS

• Proven experience as dispatcher or relevant position
• Tech-savvy with knowledge of relevant methods, including (Computer Aided Dispatch) CAD systems
• Accurate and quick typing speed with experience in data entry
• Knowledge of procedures and guidelines for emergency situations
• Proficient in English (oral and written)
• Outstanding organizational and multitasking abilities
• Active listener with excellent communication skills, both verbal and written
• Sound judgement and critical thinking
• Strong verbal transcription abilities
• Inherent curiosity and desire to learn independently
• Understanding and ability to use business arithmetic for generating quotes
• Familiarity with mapping, geographic features and directional information for regions Acute Rescue operates in.
• Call screening techniques and phone etiquette.
• Standard office practices and procedures, including records management.
• Communicating effectively in oral and written forms.
• Represents Acute Rescue with dignity, integrity, and a spirit of cooperation in all relationships with staff and the public.
• Working under pressure, exercising good judgment and making sound and timely decisions in emergency and non-emergency situations.
• Effectively listening to, communicating with, and eliciting information from upset, emotional or irate individuals, and accurately recording the information in the CAD software.
• Dealing successfully with a variety of individuals from various socioeconomic, ethnic and cultural backgrounds, in person and over the telephone.
• Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.

OTHER REQUIREMENTS

• This position has been designated safety sensitive and therefore the incumbent is subject to random drug testing

• High school diploma or approximate equivalent (additional relevant certifications or education is a plus)

• 18 years of age or older.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• Work is typically performed in 12 and 24 hour shifts per week
• Mobility to work in a typical office setting and use standard office equipment
• Stamina to remain seated for extended periods of time
• Strength to lift and carry up to 20 pounds
• Vision to read printed materials and a computer screen,
• Hearing and speech to communicate in person, over the telephone and over the radio.
• 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.

ART MISSION AND VISION STATEMENTS, AND CORE VALUES:

Mission Statement:

To deliver exceptional medical care and transportation with a steadfast dedication to unparalleled customer service. We embrace open communication, respect, and a genuine commitment to the needs of those both within our organization and in the communities we serve. We strive to exceed expectations by listening attentively, responding with empathy, providing innovative solutions, and consistently delivering service that reflects our commitment to excellence. We believe fostering strong partnerships with healthcare collaborators creates a healthier and more connected community, where providing humanitarian-based medical care and exceptional customer service go hand-in-hand.

Vision Statement:

We aspire to redefine the industry standard by introducing cutting-edge technologies, investing in people, and a humanitarian-based approach that prioritizes customer service, patient outcomes and the personal development of individuals. By challenging traditional paradigms and embracing progressive methodologies, we aim to set a benchmark for excellence in EMS. Through our visionary leadership and relentless commitment to improvement, we envision transforming the way emergency medical services are delivered, ensuring swift, precise, and compassionate care for every individual in need.

CORE VALUES

“Collaboration”

We believe in the power of collaboration, where individuals unite their strengths to achieve common goals. By fostering a culture of open communication, adaptability, and trust, we can address challenges constructively, using them as opportunities for growth and innovation. We remain flexible and receptive, understanding that collaboration often requires adjustments and innovative problem-solving for continued success.

“Investment”

At the heart of our healthcare mission is an unwavering commitment to investing in people. Recognizing the profound impact of personal growth, we actively nurture our team's potential, fostering a culture of continuous learning and professional development. By empowering individuals, cultivating their skills, and prioritizing their well-being, we create a resilient, compassionate workforce. By committing resources, time, and engaging with community members and organizations, we aim for sustainable positive impacts to the communities we serve. We believe that an investment in people is an investment in a better world.

“Integrity”

Acute Rescue believes in acting with honor regardless of whether our actions are public or private. We are committed to the words we speak. We uphold unwavering honesty, transparency, accountability, fairness, and ethical conduct in all endeavors. Placing a strong emphasis on integrity prioritizes truthfulness in communication, ethical decision-making, and honoring commitments.

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.