Emergency Medical Service Dispatcher (46501)

Under general supervision of the Emergency Medical Service (EMS) Manager, provides and manages communication, logistics and resource allocation by receiving emergency and non-emergency calls, prioritizing requests, and directing personnel via phone or radio. 

Upholds the principles of WIHCC’s Vision, Mission, and Value Statements. Maintains confidentiality of all privileged information at all times.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:

• Maintains regular attendance and punctuality.
• Receive and process calls including 911 emergency or intrafacility requests.
• Obtain critical information from caller (location, callback number, nature of emergency or transfer details if intrafacility, hazards, patient condition).
• Relay critical information between EMS crews, ED, ACU, hospitalists, and outside facilities. Direct the movement of ambulances.
• Monitor the location and status of personnel in field for safety and efficiency.
• Maintain detailed logs of calls and incidents.
• Address urgent issues, such as traffic hazard, weather, or equipment failure with supervisor support.
• Assist with records retrieval for quality improvement/quality assurance, risk management, and billing support.
• Flag delayed responses, communication breakdowns, or unusual events for EMS leadership review.
• Requires completion of tasks or duties assigned by a supervisor.
• Upholds all principles of confidentiality and patient care to the fullest extent.
• Adheres to all professional and ethical behavior standards of the healthcare industry.
• Adheres to WIHCCs Personnel Policies and Procedures, departmental policies, rules, and regulations.
• Interacts in an honest, trustworthy and dependable manner with patients, employees, visitors, and vendors.
• Possesses cultural awareness and sensitivity.
• Maintains compliance with all Human Resources requirements.
• Performs other duties as assigned.

Minimum Qualifications:

• High School Diploma required.
• Arizona EMT certification and BLS. 
• Bilingual skills in English and Navajo language preferred. 
• Must maintain a valid unrestricted and insurable driver’s license. 
• Must successfully pass a background investigation and maintain suitable requirements for a Child Care position. This position is considered as a Child Care position, which requires a satisfactory background check investigation and is subject to the requirements of the Indian Child Protection and Family Violence Prevention Act, as amended (henceforth referred as the ICPFVP Act). 

Knowledge, Skills, Ability

• Knowledge of strong work ethics in the workplace.
• Knowledge of basic application of confidentiality.
• Knowledge of duties and responsibilities of the position.
• Knowledge of basic computer skills, e.g. Outlook, Word, Excel, PowerPoint.
• Ability to be dependable in attendance and job performance.
• Ability to meet attendance, overtime (if necessary), and other reliability requirements of the job.
• Ability to use radio systems, computers and specialized software.
• Clear, concise verbal and written communication.
• Ability to prioritize multiple tasks simultaneously.
• Ability to accept and learn from feedback.
• Ability to effectively communicate both in written and verbal.
• Ability to provide exemplary customer service at all times.
• Ability to interact positively with others and possess great interpersonal skills.
• Ability to multitask and perform well under pressure.
• Ability to have self-confidence.
• Ability to be a great team player.
• Ability to accept and learn from supervisor/peer critique.
• Ability to be flexible and adaptable to the changing needs of the organization.

Physical Demands:

While performing the essential functions of this position, the employee is regularly required to walk, sit, use hands and fingers, handle, or feel objects and equipment, reach with hands and arms, and communicate effectively by talking and hearing. The employee frequently must stand, climb, balance, stoop, kneel, crouch, or crawl and may occasionally use taste or smell. The employee must occasionally lift and/or move objects weighing up to 50 pounds.

Work Environment:

Work is performed in an office setting or outdoor work environment with moderate noise levels. Work environment may involve exposure to physical risks, such as blood borne pathogens, hazardous chemicals, or operating potential dangerous equipment, and requires adherence to all safety protocols. Required work schedules may include evening, weekend, overnight shifts, extended hours, or irregular schedules as operational needs dictate.  

As required by P.L. 93-638, absolute preference will be given to qualified Navajo applicants.  If there is no qualified Navajo applicant, preference will be given to qualified American Indian applicants.