Call Taker - System Status Controller
Personnel in this position are directly responsible for properly deploying and monitoring the status and locations of all on-duty units. These individuals must use approved System Status Management techniques which ensures the efficient and appropriate use of those resources. Controllers serve as the first contact with callers and, therefore, will often be called upon to calm and direct the actions of lay persons, prior to the arrival of EMS personnel, using Medical Priority Dispatch protocols which includes but not limited to CPR instructions, birthing/OB instructions, maintaining an unconscious person’s airway, choking instructions and hemorrhage control. A controller must have intricate knowledge of the MedStar service area in order to ensure deployment of appropriate units and to provide direction to ambulance personnel. Due to the job being time driven applicants must possess the innate ability to perform several tasks at one time while maintaining a high level of accuracy.
SPECIAL NOTE: This job has been designated as a Safety Sensitive Position by MedStar. Public safety, as well as the safety of MedStar employees, requires that the employee in this position be able to perform all essential functions at the highest levels at all times. Therefore, this position is subject to frequent drug testing and requires reporting of all employee use of High Risk Medications identified by MedStar and certification from the employee’s physician that such medications can be safely used while working. Because MedStar’s ability to deliver emergency medical response depends on having a workforce that can be reliably scheduled, this job also requires regular and reliable attendance. This is a high-stress job that requires focus, engagement, and high performance in traumatic, physically demanding, emotionally charged, and life-threatening situations. The position involves exposure to serious and graphic injury to adults and children, including death and dismemberment. A high level of physical, mental, and emotional health is an essential requirement.
- Answer incoming administrative, client city and 911 lines with non-emergency and emergency requests for service in a high volume, fast paced environment.
- Provide medical pre-arrival instructions as required by the National Academy Emergency Medical Dispatch protocols (i.e. CPR instructions, Birthing/OB instructions, maintaining an unconscious person’s airway, Choking instructions and Hemorrhage control)
- Enter all information in the appropriate fields of the CAD while paying special attention to business names, apartment names, apartment/suite number, gate codes, patient location, instructions to access the patient, and most importantly crew safety information.
- Interact with field units professionally over the phone and radio using proper radio etiquette and utilizing excellent customer service skills.
- Maintain appropriate physical and mental health required to perform the essential functions of this job.
- Regular and timely physical attendance during assigned work hours.
- On-call and overtime work required in emergencies and at other times as directed or assigned.
- Directly responsible for the safety and welfare of all on-duty units in the MedStar system.
- Maintain knowledge on current or updated policies and procedures.
- Maintain QA/QI scores for EMD as set forth by EMD QA/QI Supervisor and scores for Dispatch QA as set forth by Communications Manager.
- Must maintain all certifications and keep up with all required CE’s
- Promote a positive work environment.
- Work effectively as member of the MedStar team and as a member of Leadership team, set a proper example for employees to follow.
- Complete other projects and/or responsibilities as assigned by the Communications Manager or Communications Supervisor.
- Ensure confidentiality of medical and all other discretionary information.
- Familiar with first responder policies of MedStar’s 15 client cities and the ability to interact with them professionally.
- Deployment of closest appropriate units to calls while being aware of location of all units and canceling a responding unit for a higher priority call or closer unit when appropriate.
- Monitor all radio traffic while simultaneously listening in the room for pre-alerts to incoming calls, pre-alerting units and putting units promptly on scene to maintain system compliance.
- Ensure timely and accurate dispatching of units, utilizing appropriate system status management, CAD, radio and other tools.
- Constantly monitoring the system ensuring units are en route to post moves in a timely fashion and making sure other units are within an acceptable distance from post.
- In the event of an MCI (Mass Casualty Incident) controller must be able to come in on short notice to help in the Communications Center if needed. The controller must also be aware of all procedures for the EOC center, assigned radio channel, and notifications of area hospitals.
- Knowledge of procedures to “flip the switch” and proceed to the backup site is necessary in the event of communications center evacuation.
- Give appropriate routing to units when needed while reporting any routing errors to the on duty Operations Supervisor.
- Handle all requests for CareFlite/PHI from field crews or first responders.
- Identify and report field performance concerns to Operations Supervisors.
- Monthly employee and other meetings as applicable.
- Air conditioned office environment
- Sit for extended periods of time
- Walk, stand, bend, squat, twist and reach
- Simple grasping and fine manipulation
- Extended keyboarding
- Ability to type at least 35 words per minute and/or 2500 keystrokes per hour
- Simultaneously perform multiple tasks and make appropriate decisions under stress while maintaining a high level of accuracy.
- Be able to interact effectively with co-workers, supervisors, management, clients and any other person(s) with whom he/she may interact.
- Be adept with the use of map books (i.e. Mapsco) and be able to receive and follow written and/or verbal instructions appropriately.
- Be able to maintain a positive attitude, under a variety of conditions, and relate appropriately to a variety of individuals
- High School Diploma or GED equivalent
- Excellent written and verbal communicative skills
- Ability to multi-task
- Must be a quick learner with ability to retain large amounts of information
- Must be certified as an Advanced Emergency Medical Dispatcher or must attain an AEMD certification during the Communications Academy.
- Must have a current CPR certification or must attain the certification during the Communications Center Academy.
- Must have the ability to successfully complete all training tasks and associated tests in the Communications Academy.
- Must have a valid Texas Driver’s License.
- Must have a working knowledge of personal computers including windows based programs
- Must not have been excluded by the OIG to Participate in Federally Funded Heath Care Programs
- Certified Emergency Medical Technician (or above)
- One-year experience as a public safety dispatcher/operator in a high performance EMS system.
- Knowledge of the D/FW area geography, including major street and landmark locations.