Job description
Position: Dispatch Center Manager
Location: Anderson, SC
Definition:
Manager is responsible for recruiting, hiring, onboarding and training all Dispatch Center personnel.
Manager is responsible for developing, implementing and managing Dispatch Center master schedule.
Manager is responsible for ensuring that all calls for service are received and processed in a timely and efficient manner in compliance with company procedures
Manager is responsible for ensuring emergency medical dispatch procedures are properly followed and pre-arrival given in compliance with company procedures.
Manager is responsible for ensuring that ambulances are promptly and properly dispatched on all non-emergency and emergency calls and that all calls are documented in computer aided dispatch system per company procedure.
Manager is responsible for ensuring Dispatch Shift Supervisor’s and Dispatcher’s in deploying, tracking and moving units on an ongoing basis throughout the day per local system status deployment and posting plan.
Manager is responsible for overseeing all daily operations and personnel within the communications center.
Minimum Requirements:
- Minimum of five years prior ambulance service experience.
- All Dispatch Call Taker, Dispatcher and Dispatch Shift Supervisor requirements.
- Must have basic knowledge of radio and telecommunications technology.
- Must have basic knowledge of customer service and customer satisfaction process.
- Must have basic knowledge of human resources process to include recruiting, hiring, training, coaching, mentoring and discipline.
- Must have basic knowledge on developing, implementing and managing staff scheduling and payroll systems.
- Must have basic knowledge of Systems Status Management process to include demand analysis, development of efficient master schedules, unit deployment and development of posting plans.
- Must have basic knowledge of computer aided dispatch software to include report generation and analysis.
Physical Requirements:
- The ability to reach, push and pull.
- The ability to sit for long periods of time.
- The ability to use phones and radios to communicate with callers, crews and other staff
- The ability use mouse or keyboard to input data into computer over long periods of time.
- The ability to view graphic and text data on multiple computer screens for long periods of times.
- The ability to complete all job duties during any and all hours of the day and night.
Reports To:
- Vice President of Operations or other senior operations management.
Specific Duties:
- Directs and leads Dispatch Shift Supervisors, Dispatchers and Dispatch Call Takers in all Dispatch operations.
- Functions as Dispatcher and/or Dispatch Call Taker when required, performs other duties related to emergency and non-emergency medical care and transportation as directed
- Ensures that all Dispatch equipment and systems are ready for use at the beginning of each shift.
- Is knowledgeable as to local geography to include location of hospitals, public venues as well as local streets and highway systems.
- Performs daily inspections of Dispatch to ensure work area is clean, free from clutter and sanitary at all times.
- Ensures that all calls for service are promptly and accurately answered per Emergency Medical Dispatch and company procedure as required.
- Ensures that all calls for service appropriately utilize Emergency Medical Dispatch and company procedure to accurately determine the exact nature of each call giving pre arrival instructions to callers per appropriate emergency medical dispatch and company procedure.
- Ensures that intake information received from all callers is properly imputed into Computer Aided Dispatch system.
- Ensures that all units are deployed, tracked and moved on an ongoing basis throughout the day per local System Status Deployment and Posting Plan.
- Ensures that the most appropriate unit is dispatched by radio, pager or MDT on each request for service.
- Ensures that appropriate communications are maintained with company units, managers, support staff, receiving healthcare facilities and other agencies via radio, data link, pager or cell phone as required.
- Acts as a liaison between dispatch, field staff, marketing and other operations management and support staff.
- Communicates and coordinates with Field Supervisors, Operations Managers and other management and support staff to ensure the proper number of fully equipped and staffed vehicles are available to fulfill local System Status Plan on a daily basis.
- Coordinates with all management staff to resolve all customer complaints and to answer all customers' questions and/or issues.
- Leads recruiting, hiring, onboarding, orientation and ongoing training for all Dispatch staff.
- Train and instruct employees in job duties and company policies or arrange for training to be provided.
- Responsible for developing, implementing and managing Dispatch Center master schedule.
- Ensures all Dispatch staff report to work properly groomed, on time, and in proper attire for their assigned shift.
- Responsible for coaching, mentoring, disciplinary action and ongoing work performance reviews for all Dispatch staff.
- Assists all Dispatch staff with questions, concerns or issues regarding administrative, pay, benefits or other personnel issues.
- Acts at all times in the best interests of high quality patient care, in the best interest of the patient, and in such a manner to reflect credibly on the company and the professional reputation of the Dispatcher.
- Acts at all times with the safety of field crews he/she is dispatching in mind, as well as the safety of the patient, other EMS personnel, bystanders, and any other public safety personnel present at scene.
- Accepts responsibility for recertification as an EMD and for other required license’s and certifications as required by company, local, regional, and state policies, regulations or laws.
- Ensures the security of all company computer systems by adhering to security procedures and utilizing appropriate passwords policies.
- Ensures security of buildings, vehicles, equipment, supplies, systems and all other company property.
- Acts at all times with his/her personal safety in mind, as well as the safety of others.
- Maintains appropriate record keeping in regards to the dispatch program and other documents that are required.
- Maintains security and privacy of all company and patient information at all times in accordance HIPPA and all other local, state and federal regulations.
- Maintains security and privacy of all confidential and proprietary company information at all times in accordance with company policy.
- Reports to assigned shifts properly groomed and attired and on time unless the proper notification has been made. Remains on duty until properly relieved.
- Demonstrates complete knowledge, understanding and compliance of company policies and procedures.
- At all times sets an example of professionalism and leadership for others to follow.
- Assures all company goals, objectives and procedures are followed on a daily basis.
- Performs other duties as directed by management.
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