|Answer 9-1-1, emergency and non-emergency calls from the public, hospitals/ health care providers and from other public safety agencies. Monitor multiple computer screens, while efficiently gathering, prioritizing, and documenting caller information. Provide callers with the appropriate pre-arrival instructions in accordance with protocol and procedure and dispatch emergency medical (EMS) services to the caller. All Telecommunicators may be assigned to perform various duties for an entire shift on a rotating schedule, as necessary for the operation of the communications center. Operate Computer Aided Dispatch (CAD), two-way radio, and other sophisticated communications equipment systems. Perform related duties as assigned.
Examples of Work Performed:
- Receive, prioritize, and often handle multiple, simultaneous emergency and administrative phone calls for assistance, such as but not limited to, car accidents, medical emergencies, hospital transfers, and requests for air medical evacuation.
- Process requests for emergency and non-emergency ambulance service, that often require referring to or memorizing detailed reference materials and standard operating procedures, including databases, maps, telephone listings, and other resources.
- Identify, through appropriate and timely questioning of the caller, the nature of the problem. Summarize the critical information for public safety first responders in the computer aided dispatch system using correct grammar, spelling, and punctuation, and refer and classify calls for assistance according to the level of response required, as outlined in the policy and procedure guidelines.
- Access and operate computer data bases and search websites as necessary.
- Provide administrative support to the corporate office, such as referring callers to the patient accounts department and administrative offices.
Receive and transmit information effectively by radio and telephone.
- Receive requests by radio, phone, electronic format or fax from law enforcement, fire/medical personnel, and other public safety agencies to, access, enter, retrieve and disseminate information; prioritize and effectively relay information in proper format to requesting agency. Contact outside public service agencies as requested and relay information as required.
|Education: High school graduation or equivalent.
Experience: Two years of work or volunteer experience, where public contact via telephone, computer use and data entry were part of the responsibilities; or a college degree can substitute for the two years of work experience.
Desirable Qualifications: Work experience preferably in a customer service or public relations environment and the ability to speak and understand English for effective communication with callers. Ability to speak a foreign language is a bonus. An outgoing, positive personality and professional work ethic is essential. The desire and willingness to be part of a team.
Candidates who receive contingent employment offers will be required to pass, prior to the start of training, a criminal background check, drug screening, nicotine screening, physical, and entry level competency exam. This position is a nicotine and drug free work environment. Due to the serious nature of this position Employees receive frequent nicotine, alcohol and drug tests.
|Supervisory/Managerial Responsibility & Work Environment:
None. May assist with training other staff as delegated by the Shift Supervisor or director of communications.
Incumbents function in a stressful environment and work eight and twelve hour shifts during nights, weekends and holidays. Telecommunicators can be required to work mandatory overtime. Decisions must be made quickly with little margin of error and consequences are usually seen immediately. Work involves operation of multiple computer terminals, requiring doing several things at once, without getting confused or forgetting an important piece of information. Constant attention to the workstation and its communications equipment limits mobility, except for work breaks. Telecommunicators must conduct themselves with a high degree of professionalism despite frequent contact with individuals who are distraught, angry and sometimes disrespectful. The content and nature of many calls is traumatic and disturbing. Work is carried out in a secured 9-1-1 emergency call center in a controlled, closely supervised, and highly structured work environment.
| Internal/External Relationships & Impact on Services/Operations:
Daily contact with the public to respond to questions and requests for assistance; with field personnel to provide information; with other public safety agencies to exchange information and requests.
Impact on Services/Operations:
Duties impact on the Communication Center's ability to deal with both emergency and non-emergency situations in a timely and effective manner: Proper performance of duties results in the dispatch of the appropriate response unit for each situation; increased safety and efficiency of paramedics and other emergency responders due to being provided timely and accurate information; and the accurate maintenance of records and files. Improper performance of duties can result in a negative public image for the agency due to inefficiency in handling calls or poor public relations skills; decreased safety to emergency responders and the public due to the provision of inaccurate information, delays in response or in appropriate dispatch of response units. Consequences of errors range from a simple delay in service to loss of life.
Knowledge, Skills and Abilities Required:
Required at Entry:
Required at Full Performance:
- Ability to perform oriented tasks efficiently and accurately in a fast paced, high stress environment.
- Ability to listen, speak and write articulately clearly and interact with the public, a diverse workgroup, and emergency staff without confusion.
- Ability to identify basic risks and liability implications.
- Ability to refer common patient care issues to supervisory authority.
- Ability to gain an understanding of the current telecommunications organizational structure, policies, procedures, programs, practices, terminology and services.
- Ability to maintain files.
- Ability to accurately keyboard at 30 wpm with 80 percent accuracy.
- Ability to concentrate and evaluate information when handling angry, difficult, hysterical or uncooperative callers.
- Ability to effectively listen with communication equipment.
- Ability to work all shifts including holidays, weekends and mandatory overtime in order to handle the constant workload of the emergency communications center.
- Ability to communicate respectfully and effectively.
- Ability to participate in effective teamwork by being self motivated, accepting of assignments and by completing assignments within agreed upon deadlines.
- Ability to identify problems and collect, summarize and relay information.
- Ability to summarize key individual characteristics and enter the information into the database, (while using correct grammar, spelling and punctuation) for use by co-workers and pre-hospital care staff.
- Ability to demonstrate leadership qualities such as adaptability, flexibility, dependability, punctuality and accountability through quick, effective responses to change.
- Ability to effectively monitor own progress and reassess, change or adjust priorities.
- Ability to remain calm in stressful situations and assist other staff to appropriately handle stressful situations.
- Ability to demonstrate an ongoing commitment to customer service by paying attention to details while handling multiple calls in a high stress, fast paced environment.
- Knowledge of the range of dispatch operations, procedures, regulations and systems such as telecommunications and CAD system equipment used to receive and transmit emergency and non-emergency information.
- Knowledge of the City, County, State Geography and maps.
- Knowledge of Emergency Telecommunicator (ETC) Procedures and Emergency Medical Dispatch Procedures in Accordance with NAEMD standards.
- Knowledge of the laws, policies, and procedures affecting the operation of the Communication Center and field operations.
- Ability to resolve the common challenges associated with handling calls for emergency services.Ability to listen and comprehend radio transmissions, articulate well, be professional, control the radio traffic and correctly broadcast detailed information as outlined in the policy and procedure guidelines.
- Ability to resolve common challenges associated with handling calls for emergency services.Ability to resolve common challenges associated with handling incoming calls and the administrative support work of the Pafford EMS Communications Center.
- Ability to demonstrate and assist in developing effective customer service for the Center and to work with other staff members in promoting effective customer service.
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