Emergency Medical Dispatcher

Job Title

Benefits are available day one, no waiting period. Continuing education and recertification is offered cost-free, both in-house through the Center for Medics and remotely through PRODIGY, our online learning management system.

Health insurance

Dental insurance

Vision insurance

Life insurance

Employee assistance program

Paid time off

401(k) matching

General Function/Duties

Provide professional and courteous service while receiving incoming calls from the public or other public safety entities requesting emergency and non-emergency assistance; achieve and maintain control of call and provide proper interrogation to obtain necessary information to determine the appropriate response and priority.

Dispatch appropriate units according to acuity level, availability and location or provide appropriate information as required while simultaneously maintaining radio contact with and monitoring the status of all field units.

Prioritize requests for and dispatch appropriate resources for non-emergency transports based on customer relationship.

Most dispatchers must be prepared for field service on a moment's notice when on duty.

Maintain accurate record and log of all incidents including address of incident, times, type of response, unit number, EMT/paramedic names, patient name and disposition.

Maintain awareness of all field units' status and location and assist in coordinating the activities of all field units.

Monitor multiple public safety radio frequencies, hospital diversions and video surveillance screens; operate a variety of communications equipment, including radio consoles, paging systems, telephones, computer aided dispatch systems and multiple computer programs/systems.

Communicate with other public safety agencies, hospitals, public works departments, support services and any other entity as needed to request or forward necessary information.

Send, receive, enter, update and disperse information by computer, pager, telephone, cellular telephone, facsimile or other methods.

Update and maintain emergency contacts lists, emergency response information and general business administration contact lists.

Perform a wide variety of clerical and office support assignments including but not limited to; the operation of office equipment and computers, record keeping, filing, indexing, and other general clerical work.

Interact with visitors personally and on the telephone; receive, process and record requests and complaints and route individuals to proper personnel as appropriate.

Take messages and make calls for on duty personnel as requested.

Search master recordings for needed information.

Manually activate interior and exterior doors from the dispatch office.

Maintain, clean, decontaminate, restock and prepare equipment, facility and vehicles for use.

Test and inspect equipment as required.

Provide general instruction to new employees and assume the responsibilities of a Supervisor if one is not available or not on duty.

Participate in formal classroom and informal field training sessions, workshops, drills and exercises to learn and practice new techniques. Attend mandatory continuing education classes.

Perform other duties not specifically presented in this description as required.

Requirements/Qualifications

Must possess the ability to engage in multiple activities simultaneously.

Must have the ability to establish and maintain effective working relationships with patients, other employees, other public safety professionals, medical staff at the hospitals, and with the general public.

Must have a working knowledge of the street system in Cambridge and the surrounding area. Must also have knowledge of how to use the street guides used by Pro EMS.

Must have the ability to remain calm while working in difficult, stressful and sometimes dangerous circumstances. Must use good judgment and possess the ability to remain focused while assuming a leadership role and directing others of lesser training via telephone.

Must comply with all company mandated safety programs and OSHA mandates such as tuberculosis screening, HAZCOM and bloodborne/airborne pathogen training.

Must be able to sit for extended periods of time.

Working Conditions

This Position will be performing tasks in the customary office environment. The person should have the ability to work in a stressful environment while performing multiple tasks simultaneously, with the possibility of long hours and irregular times/days.

All applicants must successfully pass a pre-employment physical agility test, drug screen and background check once a conditional offer of employment has been made. A COVID-19 vaccine is required as a condition of employment.

Pro EMS is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, ancestry, national origin, age, disability, handicap, pregnancy, genetics, veteran status or other protected status.

DISCLAIMER: The information provided in this description is designed to indicate the general nature and level of work performed within this position. It is not to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this position. Management has the sole discretion to add or modify the duties of the position and to designate other functions at any time. This position description is not an employment agreement or contract.