EMS Communications Specialist

Major Responsibilities

• Receives incoming calls for all emergency and non-emergency requests for help or transports. Responsible for obtaining all pertinent information from callers and dispatching ambulances to proper locations with exact directions.
• Fails to answer phone in <3 rings and properly according to phone standards. Fails to obtain appropriate data to dispatch unit to correct location and for unit to respond in the most appropriate manner. Answers phone in < 3 rings. Obtains minimum information to handle the dispatching of units effectively. Answers phone promptly. Obtains all information needed to dispatch appropriate unit correctly. Provides additional relevant information to responding crew to assist in their response.
• Provides basic life support to patients according to established standards and guidelines and gives pre-arrival instructions to persons in emergency situations. Fails to provide basic life support to callers according to EMD guidelines. Does not ask the systematized interrogation questions. Provides basic life support to patients according to EMD guidelines. Needs reminder to ask for pertinent information and needs reminder to ask interrogation questions and provide pre arrival instructions. Provides BLS instructions and pre arrival instructions 90 % of the time. Provides basic life support to patients according to EMS standards for every request for service. Asks the interrogation questions and provides pre arrival instructions on every request for service.
• Completes all paperwork in a concise, timely manner according to established standards and guidelines. Ensures mileage is correctly reported. Fails to complete paperwork in a clear, concise and timely manner according to established standards and guidelines. Correct mileage and zip codes are missing or incorrect. Completes paperwork in a timely manner. Correct zip code and mileage is entered 90 % of the time. All paperwork is clear, concise with proper mileage and zip and free from errors for proper billing.
• Serves as the primary point of contact for all EMS related activities and works on filling open shifts when necessary. Fails to make proper notifications and fails to work on completing call out logs for open shifts in the department. Needs reminder in making necessary notifications to management and completes call out log most of the time but does not make effort to fill open shifts. Makes necessary notifications and works diligently on filling open shifts 90 % of the time. Makes proper notifications of management staff all of the time. Completes call out form and makes every attempt via pager and phone calls to fill open shifts within the department.
• Appropriately moves units to Department Posting Plan. Fails to comply with department posting plan. Complies with posting plan. Moves units correctly. Minimum supervision is required. Complies with posting plan all of the time. Moves units correctly and needs no supervision and assist with training new employees.
• Appropriately assigns calls to units. Fails to comply with zoning plan and does not use tools within the CAD to determine closest unit. Complies with zoning requirements most of the time. Needs supervision to determine closest unit. Does not always rely on self to make decisions. Complies with zoning requirements, sends the appropriate unit and uses reasoning to assist with decision. Has full knowledge of zoning requirements. Uses tools from within the CAD to make the correct decision for dispatching closest unit. No supervision required and assists with training new employees.
• Serves as coordinator of EMS activities in absence of Supervisor with input from Leadership as necessary. Fails to make decisions in the absence of the Supervisor. Contacts Director, Assist Director or Communication Manager for decisions that fully fall within the scope of the Communication Specialist position. Makes appropriate decisions and makes notifications when necessary per policy. Employee makes the necessary decisions based on the information at hand and keeps administration updated as warranted.
• Utilize resources to maximize performance and minimize the loss of call volume Little attempt is made to best utilize the resources on hand at any given time. Employee will make an attempt to find a unit to handle a call during busy times 95 % of the time. Employee always attempts to determine availability of units and every attempt is made to assure resources are available to handle emergency calls. Helps push crews out of area emergency departments.
• M.E.D.S.: Extent to which employee is able to identify, understand and practice all components of M.E.D.S. Unacceptable performance: Does not follow M.E.D.S. as evidenced by failure to adhere to guidelines set by the department and organization for meeting these standards. Communicates through words or actions that M.E.D.S. is not important. Does not step forward and help when someone needs assistance in understanding M.E.D.S. Shows no desire to understand or apply the M.E.D.S. concept. Puts own self interests and goals ahead of the customer, department and organization. Meets Requirements: Shows commitment to M.E.D.S. and follows standards /scripts in dealing with co-workers, patients and visitors. Can verbalize his/her role in M.E.D.S. and understands the core measures. Assists with helping others understand the importance of their role in M.E..DS. Recognizes that M.E.D.S. is critical to the success of the department and organization and exhibits working knowledge of M.E.D.S. Outstanding Performance: Is a role model and helps others to understand and practice M.E.D.S. Consistently excels in job performance. Identifies processes within department that could be improved to support M.E.D.S. Is conscience of policies, procedures, and job process that do not add value to M.E.D.S. Provides suggestions as how to improve these processes.
• HIPAA: The extent to which the employee maintains and promotes compliance with Departmental and Organizational HIPAA guidelines when communicating confidential and private health information of patients, including but not limited to No Press No Info guidelines and patient rights to privacy. Unacceptable Performance: Actions could place the organization in jeopardy. Steps away from work area without securing computer or work related items that could be viewed by others. Does not verify that faxes have been received by the proper area or verify proper fax number before faxing. Does not use caution in discussing patient information where others can hear the conversation. Meets Requirements Understands and supports the Central Georgia Heath Systems confidentiality and Security access agreement. Follows all Departmental and Organizational HIPAA Policies and Procedures. Informs patients of their rights under HIPAA policies and procedure and their right to privacy. Is able to recognize and correct violations of security access regulations. Outstanding Performance: Is recognized as a role model for HIPAA compliance and helps others within the department understand the importance of HIPAA as it is related to protecting Personal Information. Helps identify potential risks or opportunities for improvement related to HIPAA. Acts as a patient advocate by promoting patients’ right to privacy. Recognizes, addresses, and corrects violations of patient privacy rights. Helps patients to understand their right to Privacy

Licensure, Registration, and/or Certification Required

• Must be certified as (EMD) Emergency Medical Dispatcher within 12 months of employment.

Education Required

• Completion of High School or equivalent.

Experience Required

• NA

Knowledge, Skills & Abilities Required

Must be able to type 25 wpm, have excellent organization, interpersonal and communications skills, have problem-solving abilities and be able to think analytically. Must have computer knowledge and skills. EMD procedure knowledge preferred. Must be able to work with accuracy under stress and emergency situations. Must be able to multi task. Discretion required in handling confidential information.

Physical Requirements and Working Conditions

Must be able to use visual acuity to see monitor screen, computer and hard copy materials. Must be able to hear and verbally communicate in person and over the phone or radio. Must be able to sit for prolonged periods of time (up to 2 hours). Must be able to comprehend and learn operation of various office equipment. Must have functional range of motion of the cervical, thoracic and lumbar spines, upper and lower extremities with a grip strength of 50-60# specific to job evaluation. Must be able to forward reach, overhead reach, bend, squat, kneel and apply proper body mechanics during the transfers and transport supplies and/or equipment using proper body mechanics. Must be able to lift up to 10# specific to job evaluation.

Preferred Job Requirements

Preferred Certification/License/Registration

• Georgia Emergency Medical Technician/Basic Certificate is preferred.

Preferred Experience

• Minimum of 1 year of Public Safety communications experience preferred.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.