EMS Dispatcher

Company Purpose

To positively impact healthcare outcomes for our community through education and innovation by skilled and empowered employees

POSITION OVERVIEW

The Dispatcher is responsible to handle and triage inbound calls for service, evaluate the nature of the request, and dispatch appropriate resources according to the standard operating procedures, consistent documenting of calls based on Monroe Ambulance standards. This position demands a high degree of situational awareness. The dispatcher is critical to the safety of our employees and patients and must maintain regular communication with crews to monitor safety. This position requires cooperation between the dispatcher and the operations team on vehicle movement throughout the shift. The dispatcher is responsible for capturing all required data points, which is critically important to the successful management of the business.

Duties & Responsibilities

Patient Care

• Respond to incoming calls within defined documentation standards and protocols for department.
• Appropriate units are dispatched that align with care needs of call promptly.
• Reassure patients, family members, and customers.
• Ensures positive interactions with patients, family, members, and customers.
• Communicates changes in patient medical conditions prior to arriving on scene.

Safety

• Conduct themselves with a safety-oriented focus for self, customers, and teammates.
• Advise crews of potential hazards that may impact crew safety.
• Regularly communicate with crews through the shift and throughout a response and dispatching additional resources when needed.
• Monitor the status of the fleet to ensure crew safety – i.e., calling for police and/or fire department assistance.
• Clean and sanitize workstation at the beginning and/or end of shift.
• Ability to wear personal protective equipment (N95 mask) when necessary.

Team

• Act in strict accordance with Monroe Ambulance’s Code of Conduct to ensure a positive work environment – positive interaction every time.
• Alert CISM team of stressful events.
• Monitors schedule of the crews to ensure they are given appropriate breaks and proactively ensure crews are returning on time whenever possible.
• Identifies opportunities for improvement: operations, turnaround times, streamlining of work processes.
• Operate in a transparent manner with all co-workers and management staff.

Documentation

• Will thoroughly and accurately document each call for service in accordance with the standard operating procedure.
• Will submit completion exception reports with supporting information.
• Monitors chart completion and that key data points are completed appropriately.