911 Call Taker (EMD)

Company Description: CareFlite is a 501(c)(3) nonprofit ambulance service sponsored by Baylor Scott & White Health, JPS Health Network, Methodist Health System, Parkland, and Texas Health Resources.  CareFlite provides medical transport by helicopter, airplane, and ground ambulance, and non-medical transport via wheelchair van.

Primary Function:

• Performs all behaviors of Emergency (911) and Non-Emergency Call Take.

• Opportunity for advancement to dispatcher positions after proven proficiency as 911 Call Taker.

Reports to/Supervises:

• This position reports directly to the communications Supervisor and is required to work collaboratively with other CareFlite personnel to accomplish the CareFlite mission and vision.

Essential Duties and Responsibilities:

• Ensure the safe operation of all CareFlite air and ground assets in compliance with federal, state, and local regulations, as well as CareFlite policies and procedures.
• Adhere to all safety protocols and demonstrate a commitment to safety in all duties.
• Represent CareFlite positively by maintaining professional and courteous communication with co-workers, patients, families, and medical personnel.
• Answer incoming phone lines promptly and professionally.
• Complete all assigned tasks and responsibilities within designated timeframes.
• Accurately document and maintain records related to air and ground unit activities.
• Demonstrate effective time management and resource utilization to meet position requirements.
• Be familiar with the general location of all nursing homes in Dallas County.
• Process 911 calls in accordance with International Academies of Emergency Dispatch (IAED) standards.
• Demonstrate a comprehensive understanding of call taking for both ground and air medical ambulances using a Computer-Aided Dispatch (CAD) system.
• Accurately obtain and input patient and incident information into the CAD system for scene flights, interfacility flights, 911 calls, and emergency/non-emergency transports.
• Assist dispatchers in coordinating emergency responses and relaying information to CareFlite units and external agencies such as law enforcement and fire departments.
• Maintain confidentiality of sensitive information.
• Participate in ongoing training and quality assurance programs.
• Shift work, including nights, weekends, and holidays is required.
• May be required to work overtime during emergencies or staffing shortages.
• Perform other duties as assigned.

Knowledge and Experience Required:

• Must be at 18 years of age or older.
• High school diploma or its equivalent
• Strong verbal communication, interpersonal, and active listening skills.
• EMT (Emergency Medical Technician) preferred, but not required.
• Basic Medical Terminology preferred.
• Understanding of CAD software (Logis IDS) preferred.
• Understanding of Priority Dispatch/ProQA preferred
• Understanding of Vesta 911 Phone Systems preferred
• Understanding of Command Central Aware Ani/Ali mapping or Rapid SOS preferred
• Understanding of Harris Radio Systems preferred
• EMD (Emergency Medical Dispatch) within 3-months of hire date
• Working Knowledge of English language, spelling and usage
• Must pass a criticall exam with a score of 80% or higher with 30 WPM or more.
• Must pass a background check, drug screening, and any required certifications (e.g., CPR, EMD).

PHYSICAL AND MENTAL REQUIREMENTS:

• Ability to make decisions, which have moderate impact on immediate work unit.
• Ability to understand, remember and apply oral and/or written instructions.
• Ability to multitask and speak clearly on the phone.
• Maintain composure and professionalism in high stress, emotionally charged situations.
• Must be able to see and speak with customers and observe equipment operation.
• Fast paced environment with frequent interruptions.

All your information will be kept confidential according to EEO guidelines. The statements contained in this position description reflect the general duties considered necessary to describe the principal functions of the job as identified and shall not be considered a detailed description of all the work requirements that may be inherent in the position.