CLASSIFICATION: CALL – TAKER II
REPORTS TO: COMMUNICATIONS SUPERVISOR

BASIC FUNCTION: The Call – Taker II should have a good working knowledge of the corporate structure, goals and policies. The Call – Taker II should complete duties in a manner which would facilitate the growth and performance of the company.

Starting Hourly rate $21.00 

ACCOUNTABILITIES:

ORGANIZATIONAL RESPONSIBILITIES
Maintain familiarity with, and proficiency in, using all telecommunication systems, CAD (Computer Aided Dispatch) and radio systems operated by SEMSA/RIGGS Ambulance Service.

TECHNICAL
Answering all in-coming calls to the Communications Center including 9-1-1 calls,
accessing Pro-QA when appropriate to provide pre-arrival instructions which requires a professional and courteous manner at all times.

JOB DUTIES
1. Staffs call taker workstation as assigned; maintain a cleanliness of the area.
2. Effectively and professionally communicate with other agencies, personnel,
Leadership and customers using STAR CARE.
3. Enter all request in the CAD (Computer Aided Dispatch)
4. Coordinate all requests with the Dispatcher I and Dispatcher II to provide ETA’s
(estimate time of arrival).
5. Maintain accurate call times, which can include call received, alerted, enroute, at scene, leaving scene, arrival at hospital, reporting party information, including
call-back number, by utilizing the current Computer Aided dispatch (CAD)
System within SEMSA/RIGGS Ambulance Communication Center (RACC).
Adding pertinent call information notes when needed.
6. Request/cancel first responders and/or additional resources when appropriate.
7. Provide back up to Call – Taker I and Dispatch I as needed.
8. Ability to document and relay messages received for Leadership regarding
company business.
9. Complete a “Shift Debriefing Form” prior to the end of each shift.
10. Maintain a professional appearance at all times when representing RIGGS.
11. Maintain all necessary Certifications.
12. Other duties as assigned by SEMSA/RIGGS Communications Supervisor,
Communications Manager or Director of Communications.

QUALIFICATIONS

1) EMD Certificate from certified program – obtained after hire
2) Valid Merced County EMD accreditation – obtained after hire
3) Valid BLS card – obtained after hire

REQUIREMENTS
High School or GED Certificate
Type a minimum of 30 WPM, verifiable typing certificate (not an online version)
Working ability in Microsoft Windows
Must pass pre-employment background check, physical, and drug/alcohol test
Must be able to read, write and understand the English language.
PHYSICAL REQUIREMENTS:
Requires routine walking, standing, bending, reaching, squatting, lifting and carrying
items weighing less than 40 pounds. JOB RESPONSIBILITIES RELATED TO PATIENT
PRIVACY
1. The incumbent is expected to protect the privacy of all patient information in
accordance with the Company’s privacy policies, procedures, and practices, as
required by federal law, an in accordance with general principles of professionalism as a health care provider. Failure to comply with the Company’s
policies and procedures on patient privacy may result in disciplinary action up to
and including termination of employment.
2. The incumbent may access protected health information (PHI) and other patient
information only to the extent that is necessary to complete your job duties. The
incumbent may only share such information with those who have a need to know
specific patient information you have in you possession to complete their job
responsibilities related to treatment, payment or other company operations.
3. The incumbent is encouraged and expected to report, without the threat of
retaliation, any concerns regarding the Company’s policies and procedures on
patient privacy and any observed practices in violation of that policy to the
designated Privacy Officer.
4. The incumbent is expected to actively participate in Company privacy training
and is required to communicate privacy policy information to coworkers,
students, patients and others in accordance with Company policy.

PROTECTED HEALTH INFORMATION ROLE BASED ACCESS
Access to PHI will be limited to those who need access to PHI to carry out their duties.
The following describes the specific categories or types of PHI specific to this job
description:

Job Title: Call – Taker II

Description of PHI to be accessed: All Dispatch Records

Conditions of Access to PHI: May access only as part of completion of a patient event and post-event activities and only while actually on duty.