Ski Patrol Dispatch

Sugarloaf Mountain Corporation; Harbor Springs (MI); On-site; USD 42,000 - 56,000; Full time

Job summary

Sugarloaf Mountain Corporation is seeking a Mountain Dispatcher to join our on-mountain team. You will manage emergency and non-emergency communications, coordinate with EMS and other agencies, and maintain accurate dispatch records in a fast-paced ski-resort environment.

The role requires strong communication skills, the ability to multitask, and proficiency with dispatch software and Microsoft Office. Weekend and varying shifts are expected as part of operations.

Qualifications

• Excellent verbal and written communication.
• Ability to remain calm and focused under pressure.
• Proficient with computers and ability to learn dispatch software systems.
• Multitask and prioritize in a fast-paced environment.
• Professional demeanor and strong customer service orientation.

Responsibilities

• Facilitates emergency and non-emergency communications using phones and radios.
• Handles and prioritizes multiple simultaneous communication demands.
• Relays information to First-Aid Room personnel or team leaders on duty.
• Coordinates with EMS and outside agencies as needed.
• Maintains dispatch records and completes incident documentation.
• Uses dispatch software, radio systems, and Microsoft Office effectively.
• Communicates with guests, colleagues, vendors, and community members professionally.

Skills

Verbal Communication

Written Communication

Multitasking

Organizational Skills

Customer Service

Calm Under Pressure

Computer Proficiency

Dispatch Software

Attention to Detail

Education

High School Diploma or Equivalent

Tools

Dispatch Software

Microsoft Office

Radio Systems

Job description

Overview

The Highlands is looking for a Mountain Dispatcher, the team member works as part of a team that manages on-hill risk, executes mountain rescues, responds to medical emergencies, and provides a safe and welcoming environment to the public.Facilitates communication, resource management, recordkeeping, and data reporting for the team.Provides basic administration support such as document review, data entry, and filing in afast-paced, multi-tasking environment.Exercises sound judgment while executing the functions of the position. Maintains accurate, complete, and legally defensible dispatch records and incident documentation.

Responsibilities

• Facilitates emergency and non-emergency communications:
  • Uses phones and radios totransmitand receive operational and emergency information
  • Handles and prioritizes multiple simultaneous communication demands
  • Switches between tasks quickly and effectively whilemaintainingcomposure
  • Relays information promptly and clearly to the First-Aid Room personnel or another team leader on duty
  • Requests and communicates with EMS and other outside agencies
  • Routes wrong-number callers to the correct destination
• Obtains, verifies, and relays critical operational and emergency information accurately and promptly.
• Prioritizes competing operational and emergency incidents using established department protocols.
• Maintains situational awareness of ongoing mountain operations and emergency activities.
• Completes dispatch records accurately, thoroughly, and in a timely manner.
• Protect confidential medical, personnel, operational, and guest information consistent with department policies and applicable regulations.
• Uses dispatch software, radio systems, Microsoft Office applications, and other department technology systems effectively.
• Communicates professionally and effectively with guests, coworkers, vendors, and community members
  • Works to find answers to all guests’ questions
  • Requestsassistancewith difficult interactions
  • Works as an effective and professional part of a team; contributes positive and respectful energy to the group dynamic
• Assistswith daily paperwork for completeness
  • Reviews daily paperwork for completeness
  • Organizes and files daily paperwork
  • Runs pre-defined reports from the dispatch system
  • Constructs timelines and otheradditionaldocumentation as needed
• Ensures dispatch office is clean and well-stocked;assistswith keeping the first-aid room clean and stocked
• Ensurestheir ownpersonal hygiene ismaintainedconsistent with the medical and professional environment
• Assistswith minor administrative projects as directed
• Recognizes the effects of critical incidents and cumulative stress on first responders, participates in open discussions following significant incidents, watches for signs of stress, burnout, or critical incident stress among coworkers, and helps connect team members with appropriate support resources.
• Proactivelyparticipatesin Continuous Quality Improvement efforts
  • Openly and honestly debriefs significant incidents in a group setting, sharing areas of success and ideas forpossible improvements
  • Invites and receives feedback professionally
  • Reports safety and quality concernsimmediatelyanddiscreetly
• Develops andmaintainsa thorough knowledge of the mountain and other resort departments and operations
  • Knows the trail map and current trail status
  • Knows the location of all Patrol resources
  • Establishes andmaintainscooperative working relationships with members of other departments and develops an understanding of their processes
  • Familiar with major buildings and structures was well as overall resort property layout
  • Strives to develop an understanding of the internal layout of all major buildings
• Promptlyreportany department needs of issues to a team leader
• Follows policies and procedures set within the Ski Patrol SOP’sPatrolHandbook, and the Highlands Team Member Handbook
• Assistsin guiding and teaching less-experienced staff inallthe above

Qualifications

Required:

• High school diploma or equivalent
• Excellent verbal and written communication skills
• Ability to remain calm and focused under pressure
• Strong organizational skills and attention to detail
• Proficient with computers and ability to learn dispatch software systems
• Ability to multitask and prioritize in a fast-paced environment
• Professional demeanor and strong customer service orientation
• Availability to work weekends, holidays, and varying shifts

Preferred:

• Experience working in a multi-tasking environment with telephones, radios, and computers
• Experience working in the customer serviceor hospitalityindustry
• Experience in healthcare, especially inemergencysetting
• Within the first 2 seasons,attainsand maintains current Outdoor Emergency Care (OEC) certification (Required for non-essential functions)
• Experience working in a multi-tasking environment with telephones, radios, and computers
• Experience working as a Ski Patroller
• Experience working in the customer service or hospitality industry
• Experience in healthcare, especially inemergencysetting
• Holds EMT, WFR, OEC certification or greater at time of hire.Within the first 2 seasons,attainsand maintains current Outdoor Emergency Care (OEC) certification (Required for non-essential functions)