Communications Controller

Pay Rate Starting At: $22.50/hr

Job Summary:

Responsibilities:
• Dispatching Units: Coordinate and dispatch units in accordance with established protocols and procedures.
• Incoming Calls Handling: Respond to incoming calls, assessing the nature of the call and providing appropriate assistance or directing calls to relevant personnel as needed.
• Support Team Collaboration: Work closely with Communications Associates, Specialists, and the Matrix and CAD Commander to ensure efficient and effective communication and coordination of resources.
• CAD Information Management: Update and accurately enter information into the Computer-Aided Dispatch (CAD) system to maintain up-to-date records of incidents, unit statuses, and other relevant data.
• Resource Allocation: Prioritize and allocate available resources based on the urgency and severity of incoming calls and ongoing incidents.
• Communication Liaison: Serve as a central point of contact for communication between field units, emergency services personnel, and other relevant stakeholders.
• Emergency Response Coordination: Coordinate multi-agency responses during large-scale incidents or emergencies, facilitating communication and collaboration among different entities involved.
• Quality Assurance: Ensure compliance with established protocols, procedures, and regulatory requirements to maintain high standards of service delivery and patient care.
• Training and Development: Participate in ongoing training programs and skill development activities to enhance proficiency in emergency dispatching techniques, use of communication equipment, and relevant software applications.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive of all responsibilities, duties, and skills required. Responsibilities may evolve or change over time in response to organizational needs.

Qualifications:
• High school diploma or equivalent; additional education or training in emergency dispatching or related field preferred.
• EMT (Emergency Medical Technician) or EMD (Emergency Medical Dispatcher) certification required.
• Previous experience in emergency dispatching, call center operations, or a related role is desirable.
• Proficiency in using computer-aided dispatch (CAD) systems, communication equipment, and other relevant software applications.
• Strong communication skills, including the ability to convey information accurately and effectively in high-pressure situations.
• Excellent organizational skills and attention to detail, with the ability to multitask and prioritize tasks efficiently.
• Ability to work effectively as part of a team and collaborate with colleagues from diverse backgrounds and disciplines.
• Flexibility to work in shifts, including evenings, weekends, and holidays, as required in a 24/7 operations environment.

Compliance & Safety:
• Reviews paperwork for accuracy and correct process.
• Must participate in scheduled and unscheduled onsite compliance audits.
• Implements corrective/preventive measures as determined by the Corporate Compliance/Audit Committee.
• Cooperates with Internal Audit, Compliance and Dispatch Operations on any recommendations and changes to compliance and legal workflow issues.
• Takes swift and immediate action in accordance with Internal Audit and Corporate Compliance on any areas of concern.
o Complies and enforces all policies and procedures.
o Has successfully completed all required Compliance Training within the required time period.
o Has had no compliance-related corrective action during the current review period.
• Participate in Safety and Risk training and activities.
• Serves as a company representative promoting positive customer relationships through proactive involvement in public business and community activities.
• Ensures a safe and productive work environment. Be a steward of safety, that you and your peers operate safely, in an environment free from danger and risk.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Work Environment:
The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
It is predominantly an indoor setting characterized by cleanliness, providing a comfortable and conducive atmosphere for administrative tasks. The following factors are representative of the work environment:
• Work is generally performed primarily in a clean, indoor office environment with no adverse conditions of temperature or weather. Generally, working around others, working alone, face-to-face, and verbal contact with others. May work irregular schedule/hours.
• Typing and Computer Interaction: Daily responsibilities include extensive use of computers and other electronic devices. Employees engage in typing, data entry, and computer interactions.
• Computer Screens: Employees regularly work with computer screens for extended durations. Proper lighting and screen ergonomics are maintained to reduce eye strain and promote a healthy visual environment.
• Verbal Communication: The work environment encourages face-to-face and verbal communication among employees, fostering collaboration and a sense of camaraderie.
• Irregular Schedule/Hours: While the primary work hours are defined, employees may occasionally work irregular schedules to meet organizational needs. Flexibility is embraced to accommodate varied demands.

Physical Demands
The physical demands associated with employees' duties are designed to be reasonable, with accommodation available for individuals with disabilities. The physical demands include:
• Manual Dexterity: Regular use of hands and fingers is integral to handle, feel, or operate objects, tools, or controls. Employees engage in tasks that require precise manual dexterity.
• Reach and Arm Movement: Frequent reaching with hands and arms is part of the job, especially when accessing files, equipment, or materials within the workspace.
• Posture: Employees are frequently required to sit for extended periods, emphasizing the importance of maintaining proper posture and using ergonomic seating.
• Verbal Communication: Regular activities involve standing, talking, and hearing, reinforcing the significance of effective verbal communication skills.
• Prolonged Sitting: The nature of tasks often involves prolonged periods of sitting, requiring employees to use ergonomic furniture and equipment to promote comfort and minimize strain.

LifeLine EMS is committed to providing a supportive work environment that prioritizes the well-being and comfort of employees. Reasonable accommodation is available to ensure that individuals with disabilities can perform essential job functions seamlessly. This approach aligns with our commitment to fostering a workplace that values diversity, inclusivity, and the overall health of our team.

Cognitive/Psychosocial Requirements:
• Communication
• Attention to Detail
• Critical Evaluation
• Relationship Management
• Ethical Practice

Position Type/Expected Hours of Work:
• This is a full-time/part-time position within the office.

Closing Statement:
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent's supervisor at any time based on company needs.

Support the Mission Statement and Philosophy of LifeLine EMS
• Develop a plan for maintaining your own professional growth and development.
• Respect the dignity, welfare, and basic rights of all patients and employees.
• Maintain a high level of competency within the staff.

LifeLine Ambulance is a proud Equal Opportunity employer, m/f/d/v.

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