Call Taker

Definition

Under the direction of the Dispatch Supervisor, a Dispatch Call Taker will be responsible for answering phones in the dispatch center, receiving requests for runs from facilities and complaints from individuals. They will accurately and efficiently input all information necessary for the successful completion of all phases of the patient transport. Additionally, the Dispatch Call Taker will be required to take caller information and determine the nature of the run request (emergent and non-emergent) per company protocol.

The Dispatch Call Taker may at times be asked to broadcast orders to crews regarding runs, emergencies, and general information. This would include operation of radios, telephones, or computer equipment to relay information or orders to proper individuals or members of management.

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

• Demonstrates complete knowledge, understanding and compliance with company policies and procedures.
• Ensures that the Computer Aided Dispatch computer console, phone system, radio system and all equipment is ready for use at the beginning of each shift.
• Ensures security of buildings, Dispatch Center and all other company property.
• Performs daily inspections of their work area and of the Dispatch Center for cleanliness, and performs appropriate housekeeping duties to ensure the area is clean, free from clutter and sanitary.
• Is knowledgeable about local geography, including location of hospitals, public venues, local streets and highway systems.
• Responds to all calls for service promptly and accurately answering incoming phone calls for service per Emergency Medical Dispatch and company procedure as required.
• Utilizes appropriate Emergency Medical Dispatch and company procedure to accurately determine the exact nature of each call and provide pre-arrival instructions to callers per appropriate emergency medical dispatch and company procedure.
• Obtains complete intake information from all callers and inputs all required call data information received correctly into the Computer Aided Dispatch system during the call.
• Acts always in the best interests of high-quality patient care and reflects credibly on the company and the professional reputation of the Dispatcher.
• Acts always with the safety of field crews, patients, other EMS personnel, bystanders and any other public safety personnel present at scene in mind.
• Always maintains security and privacy of all company and patient information in accordance with HIPAA and all other local, state, and federal regulations.
• Accepts responsibility for recertification as an EMD and other required licenses and certifications as required by company, local, regional, and state policies, regulations, or laws.
• Reports to assigned shifts on time, properly groomed in uniform and on time unless proper notification has been made. Remains on‑duty and in proper uniform until properly relieved.
• At all times sets an example of professionalism and leadership for others to follow. Places patient care excellence and safety above all else.
• Performs other duties as directed by management.

$37,000 - $42,000

• Must possess a high degree of personal integrity and responsibility.
• Currently licensed, certified or registered by the appropriate state agencies or willing to be licensed.
• Currently certified in Emergency Medical Dispatch by MPDS or other appropriate organization or willing to be licensed.
• Has the ability to work effectively with minimal supervision, using good judgment.
• Has the ability to work in a fast‑paced, hectic, high‑pressure environment.
• Can simultaneously manage multiple activities without error.
• Has superior spatial orientation ability to read and interpret maps.
• Has good computer skills.
• Can work efficiently and interact in a constructive and professional manner with other employees, public safety personnel and medical staff.
• Can 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.
• Demonstrates a level of skill and ability consistent with the provision of quality customer care.
• Previous or current certification as Emergency Medical Technician is a plus.

• Reach, push and pull.
• Sit for long periods of time.
• Use phones and radios to communicate with callers, crews and other staff.
• Use mouse or keyboard to input data into computer over long periods of time.
• View graphic and text data on multiple computer screens for long periods of time.