Communications Specialist

Summary

Supervisory Responsibilities: None

Objective: The Communications Specialist I is ultimately responsible and accountable for receiving, recording and dispatching requests for ambulance assistance and transport from various sources.  The Communication Specialist I is also responsible for receiving and directing all incoming phone calls to the appropriate level of service. 

Essential Duties:

• Know and support the Mission Statement, Policy/Procedures and standards of MMR.
• Understand and implement the concepts of Emergency Medical Dispatch as published in Principles of Emergency Medical Dispatch (and as modified or amended by the Medical Director) as a minimum standard of care.
• Select, dispatch or activate appropriate vehicle or vehicles including ALS, BLS, First Responder, Fire Rescue and any other ancillary support units to emergency and non-emergency requests for assistance.
• Absolute knowledge of the EMS services available in the area, their capabilities, limitations, locations and accessibility.
• Allocate EMS resources properly as the need arises by application of appropriate decision making rules and approved protocols.
• Responsible and accountable for completeness and accuracy of Communication Specialist paperwork related to his/her shift prior to completion of shift.
• Responsible for accurate and complete data entry for the shift.  Responsible for generating applicable reports and checking for accuracy.
• Assist field personnel in locating scene of incidents and selecting the safest, fastest route to such scene using all available Communication Specialist locator aids.
• Keep track of locations, status and condition of each unit at all times, relay instructions from supervisors, messages and emergency information.
• Maintain a current working knowledge of all company policies, procedures, rules, regulations, and memorandums.
• Coordinate EMS resources in any multi-agency response.
• Responsible and accountable for updating management and operations personnel on any changes effecting the company.
• Handle radio communications in a prompt, accurate, courteous, and professional manner.
• Responsible for all policies and procedures related to dispatch and flight following for St. Mary’s FlightCare and Covenant LifeNet air medical ambulances.
• Responsible for all policies and procedures related to flight following of all mutual-aid air medical ambulances requesting our service.
• Develop and maintain professional relationships with all affiliated central dispatch agencies, hospitals, nursing homes, physician offices and other MMR customers.
• Consult appropriate management/supervision for any extraordinary situations.
• Follow established parameters/formats in receiving requests for service.
• Responsible for knowledge and use of Communication Center equipment, including but not limited to the radio console, CAD, AVL, printers, 911 equipment, recording devices and telephones.
• Perform other duties as assigned.

Knowledge, Skill and Competency Requirements:

• EMD certification required within 6 months of employment
• Must be flexible in work schedule to meet demands of the company
• Must obtain and maintain a current Healthcare Provider certification from American Heart Association within 6 months of employment
• FEMA NIMS IC-100.b, 200.b, 700 & 800.b required within 6 months of employment
• Ability to communicate effectively both verbally and in writing, in a positive, professional manner with customers and patients
• Skilled in reading and writing English
• Ability to communicate clearly on the radio and telephone
• Ability to function effectively in stressful situations
• Thorough knowledge of EMS and other public safety resources available in the area
• General knowledge of Federal Communications Commission rules and regulations that apply to EMS and Public Safety/Special Emergency Services
• Ability to plan and organize the activities of multiple units and requests for service
• Ability to record, transmit and report information accurately
• Ability to establish priorities and levels of service
• Advanced computer skills including the ability to utilize a computer PC with Windows operating system
• Ability to operate office equipment, including but not limited to, copier, fax machine, scanner, monitor, multi-line telephone, printer, typewriter and calculator
• Proficiency with Microsoft Word and Excel
• Skilled in typing, data entry, electronic filing, document retrieval and advanced map applications
• Following training, ability to adequately implement concepts of EMD
• Ability to promote and support an environment of teamwork, professionalism and respect for co-workers and customers
• Must be self-motivated, well-organized and capable of working closely with others
• Demonstrates the desire and ability to acquire and apply superior customer service skills, area familiarization and knowledge of all MMR services and contracts
• Must be at least 18 years old

Physical Factors: Suitable dexterity to operate standard office equipment. Capability to stand or sit for extended periods of time. Must be able to lift 10 pounds.

Working Conditions: Most work is done in a typical office setting with daily exposure in all other department areas.