DISPATCHER - AIR AND GROUND
Reports to: MedComm SupervisorFLSA Status: FTDepartment: MedComm Exempt Status: NSupervises: None
General DescriptionResponsible for the following job shift role: Dispatcher - Air and Ground (Communications Specialist) to include call-taking and dispatching of ground and air resources. Receives, processes, and arranges requests for emergent and non-emergency medical transportation (rotor wing and ground ambulance). Ensuring the most appropriate unit is assigned in a timely manner; coordinates all aspects of the mission and monitors the location of all transport units at all times while maintaining safety as a priority. Collects and maintains accurate records of all information received via requesting personnel, aviation staff, transport crews and leadership personnel. This information will include pre and post-transport patient documentation and transport records. Responsible for appropriately initiating the Post Accident Incident Plan (PAIP) and following the established procedures. Responsibilities are accomplished and based on MedFlight’s mission, vision, and values.
Major Duties and Responsibilities

Dispatcher - Air and Ground (Communications Specialist):

• Actively participates in transports by adapting to unpredictable situations within the dispatch process by utilizing consistent, solid problem solving skills. Will help facilitate the transition from one mode to another when primary mode is unavailable due to weather or maintenance.
• Demonstrates the ability to elicit information from requesting agencies and hospitals to ensure dispatch of the proper resource.
• Develops and maintains a high degree of familiarity with dispatching client service area geography, medical facilities, a requesting agencies.
• Maintains accurate records of information including pre and post-transport patient documentation and transport records.
• Collects and records proper information to ensure all required data is accurately and consistently entered in the dispatch CAD and all related programs.
• Maintains safe environment in MedComm by mitigating distractions. (e.g., visitors, personal cell phones, TV volume, etc.)
• Appropriately initiates the Post Accident Incident Plan (PAIP) and follows established procedures.
• Participates in efforts to promote all dispatch and transport services by assisting with site visits, in-service presentations, and educational and public relations events.
• At all times while on duty, without exception, will create and maintain a positive, cohesive environment with all staff, which fosters teamwork and superior customer service. Required to set the example and mentor team members on what is and is not acceptable behaviors and environment.
• Reports any maintenance or repair needs on all communication equipment within MedComm and vehicles to the MedComm Leadership Team and the I.T. Department.
• Demonstrates the ability to take direction, work independently and as part of a team.
• Successfully works within the roles and responsibilities of the Call-Taker and Dispatcher and as assigned by the on-duty MedComm Supervisor.
• Quickly recognize transport requests that appear through applications, inbound phone calls, and other modes with accurate documentation recorded in the CAD for historical record of the call for service.
• Determine the mode of transportation and status required for all calls for service. Document all information in the CAD for the historical record.
• Utilize all CAD tools to ensure the closest, available, appropriate resource is activated.
• Notify appropriate resource and receive acceptance of the request.
• Quickly recognize transport requests that appear through applications, inbound phone calls, and other modes with accurate documentation recorded in the CAD for historical record of the call for service.
• Monitor and track all vehicle movements ensuring proper information is being given and received for all mode of transport
• Alert specific receiving hospital departments of all transport updates.
• Complete all necessary request documentation including post transport.
• Assist with dispatching job roles, as necessary.
• Cohesively work with hospital Transfer Center personnel to identify and arrange transportation for patient transfers.
• Answer incoming phone calls in a timely manner while assisting and directing the call in the appropriate manner.
• Receives and coordinates incoming request by telephone or on-line app, determining priority and preferred transport mode according to established policies and procedures.
• Obtain necessary, required information to activate a computer aided dispatch (CAD) record.
• Consistently follow standardized call-taking and information gathering process.
• Enter all transport request information in dispatch software in real-time.
• Assist dispatching job role, as necessary.
• Utilizes effective, efficient, and professional radio communications as necessary to convey calls for services, crew safety, and vehicle movement.
• Complete all necessary request documentation including post transport.

Customer Focus and Communication

• Understands both the stated and unstated values of MedFlight. Lives up to the organization’s values at all times. Considers mission statement, vision, and values in making decisions and taking actions.Builds good relationships and rapport with partners, supervisors and management. Treats all people with dignity and respect.Stays focused on objectives and considers both the short-term and longer-term impact of decisions and keeps objectives in mind throughout the process. ice provided and resolves customer related issues.
• Promotes good internal customer service. Receive and respond to personal visits, incoming calls, and e-mails in a prompt and professional manner.
• Provides superior customer service to both internal and external customers (All dispatching service clients, their partners/team members, EMS, law enforcement, other MedComms, hospital staff, patients, family members) by professionally and effectively communicating all relevant information and providing real time updates. This being done by professionally and courteously controlling the call’ in difficult and stressful interactions while effectively directing the flow of conversation.

Maintains and Enhances Skills

• Possesses sufficient job skills and knowledge to perform the job in a competent manner.
• Demonstrates the essential skills and knowledge in day-to-day situations. Is a continual learner, adds to knowledge and skills as job requirements evolve.
• Meets all training requirements, including Ninth Brain assignments.
• Expected to be proficient in all CAD, phone, radio, and application software and systems.

Teamwork and Engagement

• Is an effective team player who adds complementary skills and contributes valuable ideas, opinions and feedback.
• Respectfully challenges ideas and shares alternate opinions but supports team decisions. Promotes cooperation and commitment within a team to achieve goals and deliverables.
• Adapts approach, goals, and methods to achieve solutions and results in changing situations.
• Contributes to a workplace that is free from harassment and respects individual differences.
• Meets company meeting attendance requirements. Is in compliance with attendance policies.

Safety and Security

• Is knowledgeable about job safety and security responsibilities. Adheres to all workplace safety and security regulations, standards, policies, and procedures.
• Demonstrates safe and secure work habits. Takes no shortcuts that increase risks. Looks for unsafe and non-secure practices in the workplace.
• Promptly reports actual or potential safety or security concerns.
• Protects the privacy of all Company and patient information in accordance with the Company’s privacy policies, procedures, and practices, as required by federal and state law, and in accordance with general principles of professionalism as a healthcare provider. May access protected health information and other patient information only to the extent that is necessary to complete job duties.
• Safely directs and coordinates communications with rotor wing, fixed wing and ground ambulances. At all times, monitors location and maintains communication with rotor wing, fixed wing and ground ambulances to fulfill FAA, CAMTS, and all dispatching client regulations. Follows progress of aircraft and ground vehicles.

Decision and Recommendation Quality

• Gathers information and others’ input to allow a thorough assessment of risks and benefits of alternative approaches in decision-making and recommendations.
• Considers lessons learned from experience, differing needs, and the impact of the decision on others.
• Stays focused on objectives and considers both the short-term and longer-term impact of decisions and keeps objectives in mind throughout the process.

Qualifications

1. High School diploma or equivalent.

2. Current certification as Ohio EMT desired.

3. Current certification as an Emergency Medical Dispatcher (IAED EMD) desired or within three years of hire.

4. Certified Flight Communicator (CFC) certification must be obtained within one year of hire and must be maintained throughout employment.

5. Minimum of 2 years of previous EMS / law enforcement / critical care dispatching experience preferred.

6. Or minimum of 2 years of previous Helicopter Air Ambulance (HAA) and/or Fixed Wing Ambulance dispatching experience preferred.

7. Or minimum of 2 years’ experience as a MedComm Transport Coordinator or Hospital Facilitator experience preferred.

8. Requires successful completion of the MedComm orientation program upon hire.

9. Ability to effectively multi-task.

10. Ability to verbally communicate clearly and precisely in stressful situations.

11. Determines own learning needs and seeks those skills to develop.

12. Proficient typing skills.

13. Ability to operate Computer Aided Dispatch (CAD), Emergency Communications Phone, and Radio Systems and critical communications application platforms.

14. Knowledge of medical terminology.

15. Work requires interpersonal skills necessary to interact effectively with internal and external personnel in stressful situations and to act as a representative of MedFlight to the public.

16. Ability to work flexible schedule – rotating shifts between day, night, overlap, weekend and holidays with occasional overtime.

17. Must be able to wear a telephone headset for an extended period of time.

18. Must demonstrate alertness at all times and be able to withstand high amounts of stress.

19. Excellent written and verbal communication skills.

20. Ability to multi-task and handle multiple projects at one time.

21. Ability to work well with all levels of staff.

22. Ability to work in an unstructured, non-routine environment.

23. Ability to work independently with minimal direction.

24. Good planning and organizational skills.

25. Excellent computer skills and Microsoft Office.

26. Ability to negotiate effectively.