Dispatcher - Emergency Services

SUMMARY:

The Emergency Medical Dispatcher (“EMD”) is responsible for appropriately receiving and screening all non-emergency and emergency requests for ambulance response through person to person contacts, phone lines, 911 systems, and through radio reports received. The Dispatcher ensures appropriate persons or services are contacted or dispatched in a timely manner. When necessary the dispatcher provides callers with life-saving instructions (i.e., CPR, bleeding control, choking, and childbirth). When necessary the dispatch ensures appropriate resources are available for all coverage areas. The dispatcher coordinates communication between various persons and entities throughout their respective shifts including hospital personnel, EMS, fire/rescue, law enforcement, 911, ER, transfer destination facilities and other key personnel. The dispatcher helps ensure all patient records are maintained including the initial CAD information, the patient EPCR, entry of patient information in hospital systems such as Optimum and Cerner. The dispatcher assists with maintaining schedules for on call personnel from the hospital and physician call schedules. The dispatcher is well versed in use of computer systems, assisting with clerical support for management of ambulance records. The dispatcher regularly monitors fire alarm panels, and other various alarm systems within the hospital each shift. The dispatcher assists with completion of Quality Review and documentation each shift as appropriate. Additional job responsibilities will be assigned as necessary to advance communication and EMS.

JOB REQUIREMENTS

Education: High school diploma or equivalent

Experience: Previous dispatch experience and knowledge of medical terminology preferred, but not required; willing to train individual with desire and initiative to learn.

Certifications: American Heart Association CPR Certification. Required to successfully complete EMD training within 1 year of employment and will assure certification remains active through recertification process thereafter. Will actively maintain a high level of proficiency through review and education of EMD standards.

Other:

• Must be 19 years of age or older to ensure compliance with hospital’s insurance policies
• Excellent oral and written communication, active listening, and customer service skills
• Working knowledge of emergency medical procedures and terminology
• Working knowledge of ambulance communications dispatching procedures and ambulance operations
• Working knowledge of BRMC EMS service area, including street system, geographical layout of all surrounding service areas, and ability to read a map and give/receive directions as needed
• Ability to remain professional, calm, and effective under heavy workloads and in emergency situations
• Strong organizational skills, ability to multi-task in a fast pace environment with strong attention to detail
• Ability to exercise good judgment and make appropriate decisions in emergency situations
• Obtain and act on information quickly and accurately in emergency situations
• Ability to comprehend and make inferences from written materials such as operations manuals
• Working knowledge of computers, phone, and radio systems

Safety Sensitive Designation:

This position is deemed safety sensitive in accordance with Arkansas Act 593 governing Medical Marijuana.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to speak and hear continuously and have the ability to effectively communicate with patients, family, co-workers, ancillary staff, visitors, and physicians; to solve problems; and to make decisions independently in many types of encounters. Ability to stand and walk, move about freely, and bend, squat, and twist using proper body mechanics. Specific vision abilities include close, color, depth perception and ability to adjust focus. Occasionally lift, carry, push and/or pull up to 20 pounds throughout work shift using proper body mechanics. Spends 8 hours or more in front of computer, monitor or similar screen utilizing keyboard and/or mouse. Must be mentally and emotionally able to handle excessive stress, able to provide psychological support to peers, patient, family members, and bystanders, and able to perform multiple tasks and manage/monitor multiple operations and equipment frequently throughout the shift.

Work Environment: Office setting within an emergency medical dispatch center. The work environment is frequently hectic with quick turnaround times and deadlines. The noise level in the work environment is usually moderate.

Position Type and Expected Hours of Work

This is a position in a hospital setting which is open 24 hours a day, 365 days a year. Shifts may vary depending on need. Primary shifts in dispatch will be 6A-6P day shift and 6P-6A night shift. Expectations will be that at least 1 full trained EMD will be assigned to each shift and the goal would be to consistently have 2 dispatchers trained and certified for each rotation. May be required to work overtime, during inclement weather and holidays.