Emergency Communications Officer

2 weeks ago

Richmond, United States Richmond Ambulance Authority Full time
Job DescriptionJob Description

ANSWER THE CALL: BECOME AN EMERGENCY COMMUNICATIONS OFFICER TODAY

Full-time 42-Hour PTO Bonus Available


Position Information:

Under the direction of the Communication Supervisor, the EMERGENCY COMMUNICATIONS OFFICER (ECO) is responsible for receiving and answering emergency (911) and non-emergency calls, comprehending and relaying information quickly and accurately, and dispatching appropriate resources. Using approved System Status Management techniques, the ECO (also referred to as System Status Controller) serves as the first contact with callers and, as such, 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. The ECO passes on pertinent information and provides direction to ambulance and supervisory personnel. Success in this role requires individuals to possess the innate ability to perform several tasks at one time.


Primary Responsibilities:

  • Is responsible for assisting with the indirect delivery of patient care, by aggressively following System Status Management procedures, to reduce response times; and for following correct call-taking procedures, call-prioritizing medical requests, and pre-arrival instructions.
  • Must maintain an excellent working knowledge of the Communications Department and Operations Department policies and procedures, and understand how the two divisions work together.
  • Demonstrates technical efficiency and extensive knowledge of all Communications Center equipment.
  • Receives and processes requests for emergency and non-emergency medical assistance, using proper telecommunications skills and technique.
  • Advocates and practices excellent customer service conduct.
  • Prioritizes requests and provides pre-arrival instructions to callers, using only Medical Priority Dispatch protocols, as approved by the Operational Medical Director and the Richmond Ambulance Authority.
  • Dispatches and coordinates appropriate available resources within proper time frames.
  • Coordinates the response of other public safety agencies, as needed.
  • Provides complete and accurate information regarding the location of calls and routing instructions to all responding resources, in a concise manner, using standard radio procedures.
  • Is expected to maintain a polite customer service attitude with physicians, nurses, public safety agency.

Minimum Qualifications:

  • Have High School diploma or GED certificate.
  • Possess and maintain current Virginia vehicle operator’s license and maintain motor vehicle records in compliance with Company policy.
  • Possess and maintain current Virginia Emergency Medical Technician certification or ability to obtain within one year of employment.
  • Must successfully complete the International Academy of Medical Priority Dispatch training and certification for Emergency Medical Dispatch (EMD).
  • Must be flexible; have demonstrated capabilities to accept responsibilities, give directions.
  • Have quality orientation for the delivery of excellent patient care and customer service.
  • Proven Ability to interact effectively with co-workers, supervisors, management, clients and any to her person(s) with whom he/she may interact.
  • Ability to operate under stringent personal demands and maintain respect for others inside and outside of the agency.
  • Must display basic telecommunications skills and good telephone techniques prior to functioning as a Communications Officer.
  • Adept with the use of map books and able to receive and follow written and/or verbal instructions appropriately.
  • Able to maintain a positive attitude, under a variety of conditions, and relate appropriately to a variety of individuals.


Preferred Qualifications:

  • Previous Experience or currently functioning as a Communications Officer within a high performance, emergency medical communications center.
  • Have solid base knowledge of geographic service area, including major street and landmark locations.
  • Be currently certified nationally as an Emergency Medical Dispatcher (EMD) with Medical Priority Dispatch.
  • Possess and maintain current certifications in the following.
    • Cardiopulmonary Resuscitation Provider (CPR)
    • Medical Priority’s Emergency Medical Dispatch (EMD) (Can be provided)
    • Other certifications as required by the Health Department and/or the Operational Medical Director.
    • Have one year of experience functioning as an Emergency Medical Technician for an EMS agency in a pre-hospital setting.
  • Be able to type 25 words or more per minute.


CONDITIONS OF EMPLOYMENT:

  • Candidates selected for employment are subject to a urinalysis to screen for illegal drugs. Candidates who refuse to be tested will be denied employment with the Richmond Ambulance Authority
  • Candidates selected for employment are subject to a fingerprint background screening. Candidates who refuse to be fingerprinted will be denied employment with the Richmond Ambulance Authority
  • Candidates selected for employment are subject to Physical Abilities Test (PAT). Candidates who refuse to complete the test may be denied employment with the Richmond Ambulance Authority
  • Participation in the COVID-19 vaccination program, or having an approved medical or religious exemption on file with Human Resources, is required for all Richmond Ambulance Personnel
  • New employees complete a probationary period

SIGN ON BONUS:

  • After 90 days of employment, the new employee will receive 42 hours of paid time off to use at any point during their employment with the Richmond Ambulance Authority.

Physical Demands:

  • Must be able to sit for long periods of time.
  • Must be able to lift up to 10 pounds of force occasionally, moderate lifting, carrying, pushing and/or pulling.
  • Required to have close visual acuity to perform activities such as GPS and map reading.
  • Must be able to perceive the nature of sounds at normal speaking levels with or without correction and receive detailed information through oral communication.
  • Must be able to receive inbound calls.


Equal Opportunity Employer

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