Call Taker

POSITION SUMMARY

Under general supervision, answer non-emergency and emergency requests to ensure our community has adequate and quick responses. Perform communications work involving the processing of calls from citizens, medical facilities and staff. Dispatch accurate and rapid processing of routine and emergency calls, which requires following prescribed standard operating procedures. Transferring callers to other emergency response agencies such as law enforcement or fire rescue following prescribed procedures. Duties require the ability to quickly determine the nature of the emergency from information provided by emergency personnel or the public and initiate appropriate action. May be assigned to a shift other than the one that training was received on and will likely be assigned to night shift at first. Applicants must be available to work any shift, holidays, weekends, and overtime as required.

DUTIES/RESPONSIBILITIES

Receives telephone calls from citizens or emergency personnel requesting assistance or information; screen the call and initiate appropriate action per established protocols. Offer pre-arrival medical instructions via telephone per established protocols. Work is performed in a fast paced, high call volume, call center environment. Operates communications and associated peripheral equipment to dispatch assistance units and enter call records into computer aided dispatch system (CAD). Maintains required files, records, and accurate communication logs of pertinent transmissions of incoming and outgoing calls. Takes complaints, reports issues to on-duty supervisor and document as required.

Performs related work as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of radio communications rules and regulations governing radio transmission. Knowledge of basic radio receiving and transmitting operations, equipment and proper radio-telephone procedures. Knowledge of MedFleet operations, county geography; adjoining counties, and roadway networks, major intersections, location of important attractions, buildings, industries, and subdivisions. Knowledge of basic medical terminology. Ability to react calmly, quickly, and promptly handle emergency situations and interact with excited persons in a calm, guiding manner to secure essential information pertaining to emergency situations. Must be able to speak in a clear, well-modulated voice and deal with public in a firm, courteous, tactful, and impartial manner. Ability to maintain clear, accurate, and detailed accounts of operations. Must possess multitasking skills, initiative, and a desire to help others, and be able to function as a team member. Ability to make sound decisions during stressful situations. Ability to learn to operate radio and telephone transmitting and receiving equipment. Ability to communicate effectively, both orally and in writing, and to listen and understand. Ability to operate a computer and utilize the related software programs. Ability to follow established protocols and follow the chain of command. Ability to maintain flexibility and adaptability when performing tasks and duties in a dynamic environment. Ability to establish and maintain effective working relationships with others.

POSITION QUALIFICATIONS

Minimum Qualifications

• Graduation from high school or possession of an acceptable equivalency diploma.
• Valid Florida drivers license
• Multi-line telephone equipment; computerized customer service; flexibility, split ear and multi-tasking, active listening, decision making, and critical thinking experience.
• Effective communication skills
• Proficiency with computers

Desired Qualifications

• One-year experience working in a fast paced, high call volume commercial or government public safety dispatching/call- taking facility is preferred. Quality management experience (medical and/or non-medical)

• Current or former EMT, Paramedic license.
• Emergency Medical Dispatch (EMD) certification.