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System Status Controller
System Status ControllerRichmond Ambulance Authority • Richmond, VA, US
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System Status Controller

System Status Controller

Richmond Ambulance Authority • Richmond, VA, US
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Job Description

Job Description

POSITION SUMMARY

The System Status Controller (SSC) is responsible for real-time monitoring, coordination, and support of emergency medical service (EMS) communications. Under the direction of the Communications Lieutenant, the SSC facilitates effective and timely call triage, unit deployment, status tracking, and coordination with public safety agencies to ensure optimal EMS system performance. The role requires high-level multitasking, attention to detail, and strict adherence to Emergency Medical Dispatch (EMD) protocols based on International Academies of Emergency Dispatch (IAED) standards. This position functions as an integral part of the Communications team and collaborates with other personnel to ensure uninterrupted operational coverage. It may also serve as a training preceptor for new communications staff upon meeting internal qualification standards.

POSITION DUTIES AND RESPONSIBILITIES

Emergency Call Management

  • Answer emergency and non-emergency calls for service and determine appropriate response level
  • Receive and triage a variety of call types, including medical emergencies, interfacility transfers, and mutual aid requests
  • Apply MPDS (Medical Priority Dispatch System) protocols to assign priority codes and pre-arrival instructions based on IAED standards
  • Accurately enter and update data in the Computer Aided Dispatch (CAD) system
  • Maintain caller contact as necessary to ensure scene safety and information updates
  • Utilize agency-approved technology platforms including CAD, radio consoles, and voice recording systems to manage and document communications activity

Unit Deployment and Status Control

  • Monitor and adjust ambulance deployment using System Status Management (SSM) principles
  • Assign and track emergency units based on availability, location, and acuity
  • Ensure all unit status changes (en route, on scene, clear) are updated promptly in the CAD system
  • Coordinate unit movements to maintain system readiness and coverage
  • Exercise sound judgment in deployment decisions within agency guidelines to prioritize life-threatening calls and maintain system balance
  • Monitor system efficiency and unit hour utilization (UHU) patterns and promptly notify the Communications Lieutenant of persistent inefficiencies, deployment imbalances, or operational delays
  • Initiate supervisory escalation in the event of protocol deviation, prolonged call processing, or system failure

    • Interagency Coordination

  • Maintain open communication with Field Operations personnel to support real-time deployment decisions and scene-level situational updates
  • Communicate with law enforcement, fire, hospitals, and other partners to relay critical scene or patient information
  • Monitor regional communications channels (e.g., 800 MHz system)
  • Relay resource requests to supervisors and activate additional resources as needed

    • Operational Support

  • Maintain situational awareness of system threats including severe weather, high-volume events, communication outages, or hospital diversions, and report them promptly to the Communications Lieutenant
  • Document response exceptions and deviations from standard unit availability or coverage plans in accordance with agency protocols
  • Notify Communications Lieutenant and / or Field Supervisors of critical incidents, system threats, or service disruptions
  • Participate in high-incident response, special event coordination, and contingency plans
  • Assist with hospital status tracking, diversions, and ETA notifications

    • Administrative and Quality Functions

  • Log unit downtime and out-of-service events in accordance with agency documentation protocols to support operational performance analysis
  • Complete all shift documentation accurately and on time
  • Support communications quality assurance reviews as directed
  • Attend required continuing education and maintain EMD and CPR certifications

    • MINIMUM REQUIREMENTS

    Minimum Qualifications :

  • High school diploma or GED
  • Certified EMT in the Commonwealth of Virginia (or higher) or ability to obtain within one year
  • Emergency Medical Dispatcher (EMD) certification (or obtain within 6 months)
  • CPR certification
  • Strong verbal communication and multitasking skills
  • Ability to work under pressure in a fast-paced environment
  • Basic computer and typing proficiency

    • Preferred Qualifications :

  • Prior EMS, public safety, or dispatch experience
  • Knowledge of CAD and radio communication systems
  • Familiarity with regional geography and healthcare infrastructure

    • PHYSICAL DEMANDS

  • Must be able to sit and or stand for long periods.
  • Must be able to operate standard office equipment
  • Must be able to operate a multi-screen workstation, use radio headsets, and respond to visual and auditory alerts
  • Must be able to lift up to at least 25 pounds independently and 150 pounds with assistance
  • Must have substantial movements of the body, wrists, hands, and or fingers
  • Must be able to work in various environmental conditions as well as temperature changes
  • Required to have visual acuity to operate equipment
  • Must be able to perceive the nature of sounds at normal speaking levels with or without correction and receive detailed information through oral communication

    • PERFORMANCE EVALUATION

    The System Status Controller is evaluated bi-annually by the Communications Lieutenant or designee based on performance metrics (e.g., call answer time, dispatch accuracy, protocol compliance), communication effectiveness, and reliability during routine and high-pressure operations.

    CONDITIONS OF EMPLOYMENT

  • Subject to pre-employment and random drug screening, fingerprint-based background check, and physical ability test
  • Must maintain all required licenses and certifications as a condition of continued employment
  • Must adhere to agency confidentiality policies and ensure security of protected health information (PHI) in compliance with applicable federal and state laws
  • Comply with all legally mandated vaccinations and health screenings required for healthcare providers under federal, state, or local regulations
  • May be required to work nights, weekends, holidays, and during emergencies
  • Successful completion of a probationary period is required for all new hires
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