Communications Specialist

Mobile Medical Response; Saginaw (MI); On-site; USD 32,000 - 52,000; Full time

Job summary

Mobile Medical Response in Saginaw, MI is seeking an Entry Level Communications Specialist I to receive, record, and dispatch ambulance requests and to direct incoming calls. You will work with EMS resources, use radio, CAD, AVL, and keep accurate paperwork and data entry, while maintaining customer service and teamwork.

A strong knowledge of EMS resources, ability to stay calm under pressure, and effective communication are essential in this role.

Qualifications

• EMD certification required within 6 months of employment.
• Must be flexible in work schedule to meet demands of the company.
• Maintain Healthcare Provider certification from American Heart Association within 6 months.
• FEMA NIMS IC-100.b, 200.b, 700 & 800.b required within 6 months.
• Strong verbal and written communication with customers and patients.

Responsibilities

• Receive, record and dispatch ambulance requests from multiple sources.
• Direct all incoming calls to the appropriate level of service.
• Select, dispatch or activate EMS resources (ALS, BLS, First Responder).
• Maintain accurate paperwork and data entry for shifts.
• Generate reports and ensure data accuracy.
• Assist field personnel with locating scenes and routing.
• Coordinate EMS resources in multi-agency responses.
• Operate center equipment safely and professionally.

Skills

EMD certification

Effective communication

Reading and writing English

Radio/telephone communication

Stress management

Teamwork and collaboration

Data entry accuracy

Advanced map applications

Education

Healthcare Provider certification (AHA)

EMD certification within 6 months

FEMA NIMS IC-100.b, 200.b, 700 & 800.b within 6 months

Tools

Microsoft Word

Excel

CAD / Computer-aided dispatch tools

Radio console / AVL / 911 equipment

Job description

Job Details: Level: Entry, Job Location: Saginaw - Saginaw, MI 48601, Position Type: Full Time, Supervisory Responsibilities: None

Objective: The Communications Specialist I is ultimately responsible and accountable for receiving, recording and dispatching requests for ambulance assistance and transport from various sources. The Communication Specialist I is also responsible for receiving and directing all incoming phone calls to the appropriate level of service.

Essential Duties

• Know and support the Mission Statement, Policy/Procedures and standards of MMR.
• Understand and implement the concepts of Emergency Medical Dispatch as published in Principles of Emergency Medical Dispatch (and as modified or amended by the Medical Director) as a minimum standard of care.
• Select, dispatch or activate appropriate vehicle or vehicles including ALS, BLS, First Responder, Fire Rescue and any other ancillary support units to emergency and non-emergency requests for assistance.
• Absolute knowledge of the EMS services available in the area, their capabilities, limitations, locations and accessibility.
• Allocate EMS resources properly as the need arises by application of appropriate decision making rules and approved protocols.
• Responsible and accountable for completeness and accuracy of Communication Specialist paperwork related to his/her shift prior to completion of shift.
• Responsible for accurate and complete data entry for the shift. Responsible for generating applicable reports and checking for accuracy.
• Assist field personnel in locating scene of incidents and selecting the safest, fastest route to such scene using all available Communication Specialist locator aids.
• Keep track of locations, status and condition of each unit at all times, relay instructions from supervisors, messages and emergency information.
• Maintain a current working knowledge of all company policies, procedures, rules, regulations, and memorandums.
• Coordinate EMS resources in any multi-agency response.
• Responsible and accountable for updating management and operations personnel on any changes effecting the company.
• Handle radio communications in a prompt, accurate, courteous, and professional manner.
• Responsible for all policies and procedures related dispatch and flight following for St. Mary’s FlightCare and Covenant LifeNet air medical ambulances.
• Responsible for all policies and procedures related to flight following of all mutual-aid air medical ambulances requesting our service.
• Develop and maintain professional relationships with all affiliated central dispatch agencies, hospitals, nursing homes, physician offices and other MMR customers.
• Consult appropriate management/supervision for any extraordinary situations.
• Follow established parameters/formats in receiving requests for service.
• Responsible for knowledge and use of Communication Center equipment, including but not limited to the radio console, CAD, AVL, printers, 911 equipment, recording devices and telephones.
• Perform other duties as assigned.

Knowledge, Skill and Competency Requirements:

• EMD certification required within 6 months of employment
• Must be flexible in work schedule to meet demands of the company
• Must obtain and maintain a current Healthcare Provider certification from American Heart Association within 6 months of employment
• FEMA NIMS IC-100.b, 200.b, 700 & 800.b required within 6 months of employment
• Ability to communicate effectively both verbally and in writing, in a positive, professional manner with customers and patients
• Skilled in reading and writing English
• Ability to communicate clearly on the radio and telephone
• Ability to function effectively in stressful situations
• Thorough knowledge of EMS and other public safety resources available in the area
• General knowledge of Federal Communications Commission rules and regulations that apply to EMS and Public Safety/Special Emergency Services
• Ability to plan and organize the activities of multiple units and requests for service
• Ability to record, transmit and report information accurately
• Ability to establish priorities and levels of service
• Advanced computer skills including the ability to utilize a computer PC with Windows operating system
• Ability to operate office equipment, including but not limited to, copier, fax machine, scanner, monitor, multi-line telephone, printer, typewriter and calculator
• Proficiency with Microsoft Word and Excel
• Skilled in typing, data entry, electronic filing, document retrieval and advanced map applications
• Following training, ability to adequately implement concepts of EMD
• Ability to promote and support an environment of teamwork, professionalism and respect for co-workers and customers
• Must be self-motivated, well-organized and capable of working closely with others
• Demonstrates the desire and ability to acquire and apply superior customer service skills, area familiarization and knowledge of all MMR services and contracts
• Must be at least 18 years old

Physical Factors

Suitable dexterity to operate standard office equipment. Capability to stand or sit for extended periods of time. Must be able to lift 10 pounds.

Working Conditions

Most work is done in a typical office setting with daily exposure in all other department areas.