Wheelchair Van Dispatcher

• 1. At all times display professional and courteous conduct and appearance.
• 2. Diligent adherence to protection of Personal Health Information (PHI) in accordance with the Health Insurance Portability and Accountability Act (HIPAA) regulations.
• 3. Demonstrate sensitivity to community and cultural norms.
• 4. Follow established polices for radio communications and terminology. Monitor and immediately answer radios to ensure crew safety. Speak professionally in a calm, clear, monotone voice over the radio frequency at all times.
• 5. Answer incoming phone lines and processes the information in an accurate, timely, and courteous manner.
• 6. Follow established policies for caller interrogation, information gathering, Emergency Medical Dispatching, call triage, and customer service.
• 7. Demonstrate knowledge of area landmarks and geography including: all metropolitan areas, counties, fire districts, hospitals, and extended care facilities.
• 8. Understand and maintain equipment located in the communications center ensuring efficiency of operations.
• 9. Report major malfunctions to the supervisor or manager.
• 10. Participate in quality improvement activities; assists in maintaining compliance with all established customer service standards. Maintains performance levels consistent with departmental standards.
• 11. Support and uphold established corporation and department policies, procedures, objectives, quality improvement, and safety standards.
• 12. Monitor and document response time exceptions, and lost unit minutes. Report non-compliance with response time standards to the on-duty Communications Supervisor.
• 13. Enters data accurately and completely into the Computer Aided Dispatch system for all service requests.
• 14. Maintain positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers. Maintain a calm, non-emotional and professional atmosphere in the communications center at all times.
• 15. Utilize system status plan to control the location and movement of field units. Follow system status plan to ensure proper level of response and unit deployment. Make recommendations for system enhancement. Accurately provide assistance to responding units, with routing instructions as necessary.
• 16. Attend scheduled department meetings and training sessions.
• 17. Adhere to all company policies and procedures.

EDUCATION

High School diploma or GED. BS/BA degree in communications or related field preferred.

EXPERIENCE

Two years EMS field experience or One year EMS communications experience desired.

LICENSURE

Must have current certification as a CT EMT which must be maintained. Must have the ability to obtain and maintain certification in EMD and Telecommunicator.

SPECIAL SKILLS

Demonstrated knowledge of local geography.