System Status Controller

Job Description

Job Description

Sign On / Retention Bonus

$25.00 per hour Starting Pay

42 Hours of PTO after 90 days of Successful Employment.

POSITION SUMMARY

Definition :

• Under the direction of the Communication Supervisor, the System Status Controller is directly responsible for properly deploying unit hours, using approved System Status Management techniques;
• serves as the first contact with callers and, as such, will often be called upon to calm and direct the actions of lay persons, prior to the arrival of EMS personnel, using Medical Priority Dispatch protocols;

passes on pertinent information, and provides direction to ambulance personnel; this person must possess the innate ability to perform several tasks at one time.

Goal :

• The direction of unit hour activities relating to response times, to continually meet Board defined response time requirements;
• the application of Medical Priority Dispatch protocols to exceed all standards set forth by the local medical control board and the Department of Health & Emergency Medical Services for the Commonwealth of Virginia;

the provision of exemplary customer service on a daily basis under a variety of circumstances.

POSITION DUTIES AND RESPONSIBILITIES

Primary Responsibilities :

Is responsible for assisting with the indirect delivery of patient care, by aggressively following System Status Management procedures, to reduce response times;

and for following correct call-taking procedures, call-prioritizing medical requests, and pre-arrival instructions.

• Must maintain an excellent working knowledge of the Communications and Operations policies and procedures, and understand how the two divisions work together.
• Demonstrates technical efficiency and extensive knowledge of all Communications Center equipment.
• Receives and processes requests for emergency and non-emergency medical assistance, using proper telecommunications skills and technique.
• Advocates and practices excellent customer service conduct.
• Prioritizes requests, using only Medical Priority Dispatch protocols, as approved by the Operational Medical Director and the Richmond Ambulance Authority.
• Provides pre-arrival instructions to callers, using only the Medical Priority Dispatch instructions as approved by the Operational Medical Director and the Richmond Ambulance Authority.
• Dispatches and coordinates appropriate available resources within proper time frames.
• Coordinates the response of other public safety agencies as needed.
• Provides complete and accurate information regarding the location of calls and routing instructions to all responding, in a concise manner, using standard radio procedures.
• Is accountable for the assuring completeness and accuracy for call information, response times, and required shift reports.
• Must maintain correct System Status Plan.
• Must practice Workload Management according to shift types and standards.
• Relays to all appropriate persons any change in the patient destination.
• Relays patient information to receiving facilities, as required or requested.
• Records and updates road closings and hospital diversions to all appropriate personnel.
• Documents and reports any complaints, mechanical failures, problems or compliments to the responsible authority for proper handling.
• Is expected to maintain a polite customer service attitude with physicians, nurses, public safety agency.

MINIMUM EDUCATION REQUIREMENTS

Minimum Qualifications :

• Prove able to perform by example, and work well with others.
• Possess and maintain current Virginia Emergency Medical Technician certification or be willing to obtain within one year of employment
• Possess and maintain current certifications in the following
• Cardiopulmonary Resuscitation Provider (CPR)
• Medical Priority’s Emergency Medical Dispatch (EMD) (Can be provided)
• Other certifications as required by the Health Department and / or the Operational Medical Director.
• Must successfully complete the International Academy of Medical Priority Dispatch training and certification for Emergency Medical Dispatch (EMD).
• Must be flexible; have demonstrated capabilities to accept responsibilities, give directions.
• Have quality orientation for the delivery of excellent patient care and customer service.
• Must prove able to interact effectively with co-workers, supervisors, management, clients and any to her person(s) with whom he / she may interact.
• Be able to operate under stringent personal demands, and maintain respect of employees and outside agency personnel.
• Must display basic telecommunications skills and good telephone techniques bef functioning as a Communications Officer.
• Be physically able, as determined by examination determining fitness, to perform job functions as described.
• Have High School diploma or GED certificate.
• Possess and maintain current Virginia vehicle operator’s license.
• Be adept with the use of map books, and be able to receive and follow written and / or verbal instructions appropriately.
• Be able to maintain a positive attitude, under a variety of conditions, and relate appropriately to a variety of individuals.

Preferred Qualifications :

• Possess of current Virginia Emergency Technician Certification
• CPR-Provider certification.
• Be able to type 25 words or more per minute.
• Currently certified nationally as an Emergency Medical Dispatcher (EMD) with Medical Priority Dispatch

PHYSICAL DEMANDS

• Must be able to sit for long periods of time.
• Must be able to lift up to 10 pounds of force occasionally, moderate lifting, carrying, pushing and / or pulling.
• Required to have close visual acuity to perform activities such as GPS and map reading.
• Must be able to perceive the nature of sounds at normal speaking levels with or without correction and receive detailed information through oral communication.
• Must be able to receive inbound calls
30+ days ago