|Job Title||System Status Controller (Dispatcher)|
Personnel in this position are directly responsible for properly deploying and monitoring the status and locations of all on-duty units. These individuals must use approved System Status Management techniques which ensures the efficient and appropriate use of those resources. A controller must have intricate knowledge of the Smith Ambulance service area in order to ensure deployment of appropriate units and to provide direction to ambulance personnel. Due to the job being time driven applicants must possess the innate ability to perform several tasks at one time while maintaining a high level of accuracy.
- Directly responsible for the safety and welfare of all on-duty units in the Smith Ambulance system.
- Answer incoming administrative, client city and 911 lines with non-emergency and emergency requests for service.
- Provide medical pre-arrival instructions as required by the National Academy Emergency Medical Dispatch protocols (i.e. CPR instructions, Birthing/OB instructions, Maintaining an unconscious person’s airway, Choking instructions and Hemorrhage control)
- Enter all information in the appropriate fields of the CAD while paying special attention to business names, apartment names, apartment/suite number, gate codes, patient location, instructions to access the patient, and most importantly crew safety information.
- Interact with field units professionally over the phone and radio using proper radio etiquette and utilizing excellent customer service skills.
- Familiar with first responder policies of Smith Ambulance’s 14 client cities and the ability to interact with them professionally.
- Deployment of closest appropriate units to calls while being aware of location of all units and canceling a responding unit for a higher priority call or closer unit when appropriate.
- Monitor all radio traffic while simultaneously listening in the room for pre-alerts to incoming calls, pre-alerting units and putting units promptly on scene to maintain system compliance.
- Constantly monitoring the system ensuring units are en route to post moves in a timely fashion and making sure other units are within an acceptable distance from post.
- In the event of an MCI (Mass Casualty Incident) controller must be able to come in on short notice to help in the communications center if needed. The controller must also be aware of all procedures for the EOC center, assigned radio channel, and notifications of area hospitals.
- Knowledge of procedures to flip the switch and proceed to the back up site is necessary in the event of communications center evacuation.
- Give appropriate routing to units when needed while reporting any routing errors to the on duty Operations Supervisor.
- Handle all requests for CareFlite/PHI from field crews or first responders.
- Provide phone to radio patches to outer lying hospitals when requested.
- Identify and report field performance concerns to Operations Supervisors.
- Maintain knowledge or current or updated policies and procedures.
- Maintain QA/QI scores for EMD as set forth by QA/QI Supervisor and scores for Dispatch QA as set forth by Communications Manager.
- Must maintain all certifications and keep up with all required CE’s
- Monthly employee and other meetings as applicable.
- Misc. projects as assigned by the Communications Supervisors/Manager.
- Other duties as assigned.
- Sit for extended periods of time
- Walk, stand, bend, squat, twist and reach
- Simple grasping and fine manipulation
- Ability to type at least 35 words per minute.
- Simultaneously perform multiple tasks and make appropriate decisions under stress while maintaining a high level of accuracy.
- Dispatch experience preferred (not a requirement)