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Purpose:

The purpose of this job description is to outline the Telecommunicator I and Telecommunicator II duties related to operating within the MedComm Division of Amerimed EMS and QuikMedic.

Position Description:

Amerimed is a fast-growing Emergency Medical and physician-level house call service, with a very diverse work area. The communications center receives, and dispatches calls for service in multiple states, handling hundreds of calls a day. The Telecommunicator I and Telecommunicator II will operate within the assigned dispatch area. He or she will ensure coordinated responses for our customers. 

General Nature of Work:

Under direction from the Senior Telecommunications Officer, these positions perform work to ensure efficient and coordinated response and proper customer service for all of MedComm customers which include all callers and all that we dispatch.  Under limited, but precise direction, these positions perform work of moderate difficulty in the dispatch and call taking operations of the telephone and radio within the communications center.  

Essential Functions & Duties:

Duties include day-to-day call taking responsibilities for Telecommunicator I positions and day-to-day radio dispatching operations for Telecommunicator II positions. The following duties are normal and required for these positions. The omission of specific duties and responsibilities does not exclude them from these position descriptions. These positions are listed together as the newly hired full-time Telecommunicator is trained for both duties but there is a need for separation as newly hired part-time Telecommunicators may opt to perform only in a Telecommunicator I function . Other duties may be required and assigned by the MedComm Assistant Manager with approval or from the MedComm Manager as necessary. Essential daily functions are as follows:

Examples of Duties to be Performed / Specific to Position Title:

• Telecommunicator I            Trained to perform inbound call taking and outbound specialty calls.
• Telecommunicator II           Trained as Telecommunicator I as well as trained in radio dispatching on all positions.

Overall Duties to be Performed by Both Positions:

• When call taking, the Telecommunicator I operating as a Call Taker only or also as an Outbound Specialist is responsible for proper operation of telephone system including handling incoming requests for emergency and non-emergency ambulance service in a fast, courteous, and professional manner; obtaining all pertinent information needed for service.  Logging all information properly.  Accuracy is paramount.  The Telecommunicator I should handle all requests with accuracy, taking messages, dropping calls to the correct board, entering information, relaying ETAs to facilities and forwarding callers to other departments when needed.  The Telecommunicator I must be able to prioritize service based on nature of need and information obtained. When operating as an Outbound Specialist, they are responsible for making outbound calls to facilities to update facilities with various information, again accuracy is paramount and all communications must be documented thoroughly.
• When dispatching, the Telecommunicator II is responsible for all listed above in the proper operation of the telephone system along with the two-way radio and paging systems, including dispatch of EMS units in both emergency and non-emergency nature, calculating ETAs etc.  The Telecommunicator II must receive, process, and relay all pertinent information from patient to crew and work to help ensure safety of patient and crew.  The Telecommunicator II is responsible for determination of what equipment and personnel should be utilized based on information received; consultation with field supervisors and management to ensure efficiency; aiding as quickly as possible. This position also requires proper logging of all interaction with all Operational units so that legal records are accurate.
• For any position in MedComm, the staff should make record of all processing in the CAD system for future reference; accuracy for call entry is paramount.  The Telecommunicator should utilize pre-schedule call information to coordinate scheduled resources for the following day in an effective manner.  The Telecommunicator should provide reporting information including, but not limited to, daily call statistics, facility use, unit utilization and transport information to supervision as directed by the Senior Telecommunicator and Telecommunications Supervisor.
• For any position in MedComm, the Telecommunicator should be knowledgeable of expectations and Standard Operating Procedures.  The Telecommunicator should commit oneself to quality of service offered and overall goals of service; committee to highest level of service for both external and internal users; maintain knowledge of market and facility specifics; be familiar with market area; report areas of concern to operations or management following internal chain of command.
• For any position in MedComm, the Telecommunicator should maintain status of all available resources pertinent to his or her position and utilize them in an efficient manner.
• For any position in MedComm, the Telecommunicator / Dispatcher should always perform and appear with professionalism in mind.  The Telecommunicator / Dispatcher is the vital communications link. All will provide excellence in customer service.
• Telecommunicator I and II reports directly report directly to the Senior Dispatcher as the next in their Chain of Command. Next in the chain is the Telecommunications Supervisor followed by the MedComm Assistant Manager.

Position Qualifications:

• High School Diploma or GED.
• EMD, Cardiopulmonary Resuscitation Certification (CPR) and AEMS Certification are beneficial but not required.
• Typing Skills (35 words per minute or greater)
• Previous Public Safety Telecommunications positionor Dispatch position beneficial.
• Must be trustworthy, honest, dependable, detail oriented and an excellent communicator and leader.
• Must always display excellent customer service skills both with internal and external customers.
• Completion of all other AEMS Training Offerings - as offered and including but not limited to:
  • EMD - Emergency Medical Dispatch
  • Medical Terminology
  • Customer Service
  • Homeland Security Training in Nationwide SAR Initiative - NSI Training: Public Safety Telecommunications https://courses.dhs.gov/courses/course/nsi-training-public-safety-telecommunications
  • FEMA Courses - As Assigned by MedComm Manager - some examples are:
    • IS-100 Introduction to the Incident Command System
    • IS-240 Leadership and Influence
    • IS-242 Effective Communication
    • IS-662 Improving Preparedness and Resilience through Public - Private Partnerships
    • IS-700 An Introduction to the National Incident Management System
      • These are all taken online and may be found at: https://training.fema.gov/is/
• Excellence in the following skills is desired: dispatch skills, customer service skills, audio skills, communication skills, grammar / spelling, and computer software skills.
• Must possess a background free of criminal offense and be drug free.
• Must be flexible and able to help cover open shifts and adjust shift if needed.
• Must be trustworthy, honest, dependable, detail oriented and an excellent communicator.
• Must always display excellent customer service skills.