Dispatcher, Customer Service​/HelpDesk

Definition

Under the direction of the Dispatch Supervisor, a Dispatcher will be responsible for the deployment and tracking and movement of units on an ongoing basis throughout the day per local System Status Management Plan. They will broadcast orders to crews regarding runs, emergencies and general information.

Dispatchers will operate radio, telephone, or computer equipment to relay information or orders to the proper individuals or members of management. In addition, the dispatcher, under Emergency Medical Dispatch protocol, will be required to take caller information, determine the nature of the run request, dispatch runs (emergent and non‑emergent) to the crews in an appropriate and timely manner, and record pertinent information.

• Dispatch Supervisor or Communications Director as appropriate for all operational activities.

• Must possess a high degree of personal integrity and responsibility.
• Currently licensed, certified or registered by the appropriate state agencies.
• Currently certified in Emergency Medical Dispatch by MPDS or other appropriate organization.
• Must have the ability to work effectively with minimal supervision, using good judgment.
• Must have the ability to work in a fast paced, hectic, high‑pressure environment.
• Must have the ability to simultaneously manage multiple activities without error.
• Must have superior spatial orientation ability in order to be able to read and interpret maps.
• Must have good computer skills and be able to type at least 30 words per minute.
• Must have the ability to work efficiently and interact in a constructive and professional manner with other employees, public safety personnel and medical staff.
• Must have the ability to interact effectively and professionally with patients, customers, clients, family members, bystanders, and the general public in such a manner as to reflect positively on the company.
• Must demonstrate a level of skill and ability consistent with the provision of quality customer care.
• Prefer previous or current certification as Emergency Medical Technician.

• The ability to reach, push and pull.
• The ability to sit for long periods of time.
• The ability to use phones and radios to communicate with callers, crews and other staff.
• The ability to use mouse or keyboard to input data into computer over long periods of time.
• The ability to view graphic and text data on multiple computer screens for long periods of times.
• The ability to complete all job duties during any and all hours of the day and night.