Communication Specialist / Dispatcher

Position Summary:

The Communication Specialist is the critical first point of contact for all emergency and non-emergency calls at the ambulance service. This role is responsible for receiving and processing requests for medical assistance, dispatching appropriate resources, and providing pre-arrival instructions to callers. The Communication Specialist must maintain a calm and professional demeanor under pressure, ensuring efficient communication between field crews, medical facilities, and other public safety agencies. This position is vital for the seamless and timely delivery of emergency medical services.

Duties and Responsibilities:

• Call Taking and Processing:
  
  • Receives incoming emergency and non-emergency calls, gathering essential information such as patient location, nature of the medical issue, and contact details.
    
  • Prioritizes calls based on severity using established protocols to ensure the most urgent cases receive immediate attention.
    
  • Provides clear, calm, and concise pre-arrival instructions to callers, including CPR guidance or bleeding control techniques, until first responders arrive.
    
• Dispatching and Resource Management:
  
  • Dispatches the appropriate ambulance unit(s) based on the call's priority, location, and the availability of resources.
    
  • Tracks the location and status of all field units and manages their assignments to ensure efficient coverage.
    
  • Maintains continuous communication with responding crews, providing updates and relaying information from other agencies or the receiving hospital.
    
• Documentation and Communication:
  
  • Accurately and thoroughly documents all call information, dispatch actions, and incident details in the computer-aided dispatch (CAD) system.
    
  • Communicates effectively and professionally with internal and external partners, including police, fire departments, and hospital staff.
    
  • Generates reports on call volume, response times, and other key performance indicators.

Required Skills and Abilities:

• Exceptional communication skills with a clear and professional telephone voice.
  
• Ability to remain calm and focused during high-stress emergency situations.
  
• Strong multitasking abilities to manage incoming calls, dispatch resources, and document information simultaneously.
  
• Excellent geographical knowledge of the service area to ensure rapid and accurate dispatching.
  
• Proficiency in using computer-aided dispatch (CAD) systems, radio communication equipment, and other office software.
  
• Strong problem-solving and critical-thinking skills to make rapid decisions under pressure.
  
• Attention to detail for accurate data entry and documentation.

Education and Experience:

• High school diploma or GED required.
  
• Prior experience in a dispatch center, emergency services, or customer service environment is preferred.
  
• Certification in Emergency Medical Dispatch (EMD) is often required, or must be obtained within a specified timeframe after hiring.
  
• Knowledge of medical terminology is a significant advantage.

Physical Requirements:

• Prolonged periods of sitting at a desk and using a computer and telephone.
  
• The ability to work in a demanding, fast-paced environment with a high level of auditory and visual stimuli.
  
• Willingness to work irregular hours, including nights, weekends, and holidays.

Other Duties:

• This job description is a general overview and is not an exhaustive list of all duties and responsibilities.
  
• The Communication Specialist may be required to perform other tasks as assigned to support the efficient operation of the ambulance service.
  
• Participation in ongoing training and quality assurance programs is required to maintain proficiency and certifications.