JOB TITLE: System Status Controller
FLSA STATUS: Non-exempt
SUPERVISOR TITLE: Director of Communications & Quality
SUMMARY: The EMS System Status Controller position involves receiving emergency 911 and non-emergency requests for medical assistance and transport, determining nature/urgency of calls, initiating emergency personnel action and maintaining close contact with field units to monitor response and needed support requirements.
It requires a considerable degree of initiative and independent judgment within procedural boundaries in responding to emotional, disturbed and sometimes abusive people in a variety of situations. Work may be done separately or in conjunction with other System Status Controllers and System Status Controllers may assist in training, teaching and basic operational equipment management.
The EMS System Status Controller position requires rotating shift assignments and overtime in accordance with maintaining a fully operational 24-hour facility.
ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Receives and responds to emergency and non-emergency calls including enhanced 911, and non-emergency calls from the hospitals, nursing homes, dialysis centers, other medical facilities, the public, and other agencies via telephone and radio systems and computer-aided dispatch (CAD) systems.
• Processes and evaluates information received, prioritizes calls and dispatches required units and/or agencies.
• Monitors and coordinates EMS unit activity and assignments via radio frequencies.
• Maintains status and locations of multiple ambulance units.
• Utilizes technology such as computers, radio systems, telephones, fax machines and other communication equipment.
• Creates and maintains automated or manual logs of communications activity.
• Enters and maintains files.
• Maintains appropriate patient confidentiality of information created or encountered in the performance of assigned duties according to HIPAA.
• Keeps informed of company policies and procedures, state and federal regulations.
• May assist in providing on-the-job training for new System Status Controllers and submit progress reports and evaluations on trainees.
• The duties and responsibilities included in this job description are not intended to be all inclusive and the System Status Controller will be expected to perform other reasonable job related duties as assigned
KNOWLEDGE, SKILLS & ABILITIES
• Knowledge of Emergency Medical Dispatch procedures
• Knowledge of computer technology and equipment
• Knowledge medical terminology
• Knowledge of English language for spelling and proper word usage; ability to speak Spanish a plus
• Skilled in multitasking, coordinating simultaneous mental, manual and visual activities
• Skilled in observing situations analytically and objectively and relaying details accurately
• Skilled in communicating using two-way radio and telephone equipment
• Skilled in operating a variety of communications equipment effectively
• Skilled in reading and interpreting maps & GPS to determine locations and directions
• Ability to speak clearly and concisely
• Ability to think clearly and act quickly in emergencies
To perform the job successfully, an individual should demonstrate the following competencies:
• Analytical - synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data.
• Design - demonstrates attention to detail.
• Problem solving - identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Project management - communicates changes and progress; completes projects on time and budget; manages project team activities.
• Technical skills - assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
• Customer service - manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal skills - focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
• Oral communication - speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
• Written communication - writes clearly and informatively; edits work for spelling and accuracy; presents numerical data with accuracy; able to read and interpret written information.
• Teamwork - balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
• Visionary leadership - displays passion and optimism; inspires respect and trust; mobilizes others to fulfill the vision; provides vision and inspiration to peers and subordinates.
• Leadership - exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.
• Quality management - looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
• Diversity - shows respect and sensitivity for cultural differences; promotes a harassment-free environment;
• Ethics - treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Organizational support - follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities;
• Judgment - displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
• Motivation - sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence;.
• Planning/organizing - prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives.
• Professionalism - approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
• Quality - demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Quantity - meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly in a fast-paced environment.
• Safety and security - observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
• Adaptability - adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
• Attendance/punctuality - is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
• Dependability - follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
• Innovation - displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.
EDUCATION AND RELATED WORK EXPERIENCE
• At least 18 years of age
• High School degree or equivalent
• Must possess one or more years of dispatch or EMS-related experience
• Combination of education and experience considered
LICENSES, REGISTRATIONS or CERTIFICATIONS
• Current EMD certification or ability to obtain within first year of employment.
REPORTING RELATIONSHIPS & DIRECTION/GUIDANCE
This position reports directly to the Communications Manager and the Director of Communication & Quality. This position may provide direction to Patient Transport Coordinators.
BUDGET AND OR RESOURCE RESPONSIBILITY
This position has no budgetary responsibilities.
PHYSICAL REQUIREMENTS, COGNITIVE FUNCTIONS & WORKING CONDITIONS: The physical demands, work
environment factors and cognitive functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position requires frequent sitting in front of computer monitors, with frequent and simultaneous using the phone, radio and computers, and monitoring multiple computer screens. This position requires the ability to work in close quarters and wear a telephone headset. This position requires occasional to moderate bending and twisting of the neck. This position may require occasional lifting of no more than 10 lbs. This position requires frequent simple grasping of both the left and right hands, as well as frequent computer typing. This position may require occasional pushing or pulling or reaching above or below shoulder level.
This position requires close vision (clear vision at 20 inches or less), color vision (ability to identify and distinguish color), and the ability to adjust focus.
The position requires the ability to compare, analyze, communicate, coordinate, evaluate, instruct, and negotiate. This position requires strong interpersonal skills.
Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence (addresses, patient & transport information). Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
TYPICAL WORK ENVIRONMENT:
The dispatch office is in a controlled temperature setting and under fluorescent lighting. Work is performed in a confined environment and can be highly stressful at times and plays a critical role in Public Safety delivery. Must take information from callers who may be excited, abusive, incoherent, ETOH and/or hysterical.
Environment requires handling multiple tasks and prioritizing while dealing with frequent interruptions.
Global Medical Response and its family of companies including American Medical Response is an Equal Opportunity Employer including Veterans and Disabled