Call Taker - EMS Communications

Cataldo Ambulance Service, Inc.; Malden (MA); Hybrid; USD 32,000 - 41,000; Full time

Job summary

Cataldo Ambulance Service, Inc. is hiring a Call Taker in Malden, MA to support EMS dispatch operations. This entry-level role includes an extensive training program and requires earning certifications during orientation.

The position focuses on handling incoming emergency and non-emergency calls, gathering information, and providing pre-arrival instructions to assist dispatching the appropriate EMS responders. Strong communication and multitasking skills are essential.

Qualifications

• High school diploma or GED required.
• 1 year of customer service experience required.
• 1 year experience using computer systems including web-based applications and MS Office preferred.
• Telecommunications experience and medical terminology training preferred.
• Certifications during orientation: EMD, CPR, 911 as applicable.

Responsibilities

• Answer incoming calls from the public, facility staff or public safety entities seeking emergency or non-emergency assistance.
• Determine nature, severity and location of medical emergencies and assign priority.
• Answer all lines within required time frames and respond promptly.
• Maintain and document information in CAD systems and PCRs in real time.
• Coordinate with public safety agencies, hospitals, and other entities as needed.

Skills

Customer service

Typing 30-40 wpm

Multitasking

Communication skills

Teamwork

Education

High School Diploma or GED

Tools

MS Office

Dispatch software

Job description

Full Time Technical Malden Office, Malden, MA, US

Salary Range: $23.00 To $30.00 Hourly

Call Taker - EMS Communications

Position Summary / General Scope:

The Call Taker is an entry level position in the Emergency Medical Dispatch and Communications Department. The Call Taker focuses on receiving and processing all non-emergency and emergency medical calls, rapidly gathering relevant information during call screening process, and providing pre-arrival instructions to a caller when applicable to assist in dispatching the appropriate level of EMS responders.

Key Responsibilities

• Provide professional and courteous response while receiving incoming calls from the public, facility staff or other public safety entities requesting emergency and non-emergency assistance.
• Determine the nature, severity and location of the medical emergency through structured questioning and obtain necessary information to determine the appropriate response and priority level.
• Answer all incoming lines within the appropriate and required time periods and respond within the designated time frame.
• Assist callers that have been placed on hold within the designated time period.
• Utilize and maintain competency with CAD systems, properly documenting and maintaining information at all times.
• Maintains accurate, real-time records of calls and incident times.
• Communicate with other public safety agencies, hospitals, public works departments, support services and any other entity as needed to request or forward necessary information.
• Ensure all PCRs are synced as required prior to crew departure.
• Accurately completes repetitive patient and other non-emergent bookings.
• Multitask data entry 30-40 words per minute with active listening during call processing.
• Maintains knowledge of and complies with all company policies, procedures, and guidelines at all times.
• Must maintain a reliable attendance record
• Completes other duties as requested and assigned

Education:

• High school diploma or GED equivalent.

This is an entry-level role which includes an extensive training program. During the initial training the following required certifications will be completed as a part of the program and must be maintained following initial program completion.

Licensure, Certification, Registration:

• EMD Certification
• CPR Certification
• 911 Certification

* All may be obtained internally, required within the initial orientation period upon hire.

Experience:

• 1 Year related experience in a customer service field/environment
• 1 Year related experience utilizing computer systems, including web-based applications and some Microsoft Office applications preferred.
• Preferred telecommunication experience and prior medical terminology training.

Knowledge, Skills and Abilities:

• Excellent verbal communication. Communicates effectively, both verbally and in writing; ability to understand and carry out verbal and written instructions.
• Ability to speak clearly and concisely, providing detailed information under stressful circumstances.
• Ability to record, transmit and report information accurately.
• Analytical skills to gather and interpret data
• Ability to exercise sound judgment and discretion at all times
• Knowledge of medical terminology preferred, not required.
• Ability to work in fast-paced environment and multi-task
• Ability to work well independently and within a team setting

Requirements:

• Day, Evening, Overnight, Weekends and Holidays may be required.
• Ability to meet the essential duties and physical, mental and sensory requirements of the position at all times.
• Comply with UDS drug screening at any and all times
• Satisfactory background check and MA CORI (Criminal Offender Record Information), verification required annually.

Physical, Mental and Sensory Requirements

• Ability to hear various frequencies, distinguish sounds and work in environment with consistent background noise.
• Consistent close eye work and clear vision for screens, color/depth perception, and peripheral vision for data analysis and monitoring.
• Clear, concise verbal communication, potentially shouting or speaking loudly over noise, and active listening.
• Fine finger dexterity, repetitive wrist motion regarding computers and dispatch terminal work for prolonged time periods. (fingering, pushing, pulling).
• Ability to sit, stand and alternate positions for extended periods of time.
• Exerting light force up to 10-25 lbs. for tasks like lifting, carrying, pushing/pulling.
• Ability to work in environment withconstant phone/radio calls, interruptions, urgent/emergency situations, and emotionally charged callers.
• Strong multitasking, problem-solving, attention to detail, memory, and emotional stability in stressful environments