Ambulance Dispatch Manager
Irwindale, CA Irwindale, CA Full-time Full-time $65,000 - $85,000 a year $65,000 - $85,000 a year First Rescue Ambulance is seeking a Manager for our Communications Center at our Irwindale operations.
We currently operate BLS and CCT ambulances in LA County.
We are looking for a candidate who will work with our current management team to facilitate our increasing size, volume, and professionalism in the Southern California area.
The Dispatch Manager supervises, and coordinates activities of dispatchers engaged in receiving emergency or nonemergency calls and dispatching the appropriate resources to the call.
The Dispatch Manager also is responsible for training of dispatchers and performance evaluations.
He or she also is responsible for using available reports to determine the efficiency of the communications department.
This is a full-time position, scheduled Monday-Friday beginning at 7am.
The candidate must also be available to work other shifts, if needed, including days, nights, weekends, and holidays to support 24/7 operation.
Responsibilities and Duties Essential Duties and Responsibilities are listed below.
Other duties may be assigned.
Acts as a resource to dispatchers and other employees.
Must be familiar with all levels of ambulance transport and operational requirements within LA County and Orange County.
Must be familiar with BLS, ALS and CCT service levels.
Answers request for transport via phone or various portals and can assist dispatchers via direct oversight and assistance.
Dispatches the appropriate level of ambulance to locations via handheld radios, push to talks and tablets via computer-aided dispatch system Assigns duties to dispatchers and field crews and assures compliance with policies and procedures.
Collaborates with other management to meet operational goals Communicates with ambulance crew personnel to resolve any differences regarding schedule and vehicle assignments.
Monitors field units to ensure meal breaks, rest breaks are obtained, and field assignments are followed Communicates with customers to coordinate staff and unit availability for standby events Enters information into computer-aided dispatch system and ensures accuracy of data input by other dispatchers Fills vacancies in the shift schedules and performs demand analysis bi-weekly to adjust schedule.
Prepares and publishes work schedule to meet demands for field staff and dispatchers.
Provides oral and written instructions to dispatchers and field staff Maintains computer and radio equipment, performing backup as required.
Monitors recordings on a regular basis to ensure dispatcher compliance with policies and procedures.
Maintains a professional and courteous communications department, providing feedback to dispatchers.
Monitors overtime usage of both dispatchers and field staff Monitors response time performance and reports the results to management and regulatory agencies.
Participates in continuing education activities as a student, instructor, and proctor.
Participates in Quality Improvement activities including audits of calls, data collection for indicators and acts as dispatch representative during Quality Improvement meetings.
Reviews dispatch operations to identify training needs and recommend operational improvements.
Monitors various computer portals to provide accurate ETA's and accept requests for service Recruit, hire and train new dispatchers as the need for additional resources are identified.
Provide additional training to all dispatchers on a regular basis and determine the need for one-on-one training when deficiencies are identified.
Supervisory Responsibilities Directly supervises up to 6 employees in the Communications Department.
Carries out supervisory responsibilities in compliance with First Rescue Ambulance policies and procedures.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Competencies To perform the job successfully, an individual should demonstrate the following competencies:
Collects and researches data available from various reports and interprets data to determine needs for the company.
Uses past experience to assist with interpretation of data to incorporate systems and procedures to ensure success of department.
Competent in dispatching procedures; ability to learn new procedures and techniques; requires minimal supervision; uses resources efficiently and able to multi-task.
Able to adapt to new technologies and teach concepts to other dispatchers.
Demonstrates attention to detail and able to provide solutions in real-time.
Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; uses reason even when dealing with emotional topics.
Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Provides training in customer service delivery; monitors customer satisfaction.
Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively; able to read and interpret written information.
Communicates changes effectively; builds commitment and overcomes resistance.
Defines responsibilities and expectations; sets goals and objectives; gives performance feedback; motivates for increased results; recognizes contributions; encourages training and development.
Fosters team cooperation; defines team roles and responsibilities; ensures progress toward goals; acknowledges team accomplishments.
Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others.
Takes responsibility for subordinates' activities; makes self-available to staff; provides regular performance feedback; develops subordinates' skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; improves processes, products, and services.
; continually works to improve supervisory skills.
Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.
Cost Consciousness - Contributes to profits and revenue, conserves organizational resources.
Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; supports affirmative action and respects diversity.
Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; looks for and takes advantage of opportunities; asks for and offers help when needed.
Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process.
Required Skills Language Skills - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills - To perform this job successfully, an individual should have knowledge of Trauma Soft software; ESO (ePRO) systems; Spreadsheet software; Word Processing software and Internet software.
Required Education Associate's degree or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
Certificates, Licenses, Registrations:
Current California Driver's License, Current State of California EMT Certificate, EMD Certificate or ETC Certificate, Current CPR Certification (BLS Level), Required Experience Verifiable ambulance/public safety industry experience to include 3 or more years' experience as an ambulance dispatcher.
To perform this job successfully, an individual should have detailed knowledge of Trauma Soft and/or Angeltrack Computer Aided Dispatching and Internet software including, but not limited to ESO (ePRO) for scheduling.
We are currently using Angeltrack but moving to the Trauma Soft platform.
Desired Education A bachelor's or higher degree is preferable but not required Desired Experience Prior or current experience as a practicing EMD or ETC certified dispatcher is necessary.
EMT or paramedic experience and extensive knowledge of the LA/Orange County Freeway system local roads and geography is preferred.
Prior supervisory experience in the ambulance industry Job Type:
Full-time Pay:
65,000-85,000/year Depending on Experience
Benefits:
401(k) Medical Insurance with up to 50% employer contribution Dental insurance Vision insurance Paid sick time.
Estimated Salary: $20 to $28 per hour based on qualifications.
We currently operate BLS and CCT ambulances in LA County.
We are looking for a candidate who will work with our current management team to facilitate our increasing size, volume, and professionalism in the Southern California area.
The Dispatch Manager supervises, and coordinates activities of dispatchers engaged in receiving emergency or nonemergency calls and dispatching the appropriate resources to the call.
The Dispatch Manager also is responsible for training of dispatchers and performance evaluations.
He or she also is responsible for using available reports to determine the efficiency of the communications department.
This is a full-time position, scheduled Monday-Friday beginning at 7am.
The candidate must also be available to work other shifts, if needed, including days, nights, weekends, and holidays to support 24/7 operation.
Responsibilities and Duties Essential Duties and Responsibilities are listed below.
Other duties may be assigned.
Acts as a resource to dispatchers and other employees.
Must be familiar with all levels of ambulance transport and operational requirements within LA County and Orange County.
Must be familiar with BLS, ALS and CCT service levels.
Answers request for transport via phone or various portals and can assist dispatchers via direct oversight and assistance.
Dispatches the appropriate level of ambulance to locations via handheld radios, push to talks and tablets via computer-aided dispatch system Assigns duties to dispatchers and field crews and assures compliance with policies and procedures.
Collaborates with other management to meet operational goals Communicates with ambulance crew personnel to resolve any differences regarding schedule and vehicle assignments.
Monitors field units to ensure meal breaks, rest breaks are obtained, and field assignments are followed Communicates with customers to coordinate staff and unit availability for standby events Enters information into computer-aided dispatch system and ensures accuracy of data input by other dispatchers Fills vacancies in the shift schedules and performs demand analysis bi-weekly to adjust schedule.
Prepares and publishes work schedule to meet demands for field staff and dispatchers.
Provides oral and written instructions to dispatchers and field staff Maintains computer and radio equipment, performing backup as required.
Monitors recordings on a regular basis to ensure dispatcher compliance with policies and procedures.
Maintains a professional and courteous communications department, providing feedback to dispatchers.
Monitors overtime usage of both dispatchers and field staff Monitors response time performance and reports the results to management and regulatory agencies.
Participates in continuing education activities as a student, instructor, and proctor.
Participates in Quality Improvement activities including audits of calls, data collection for indicators and acts as dispatch representative during Quality Improvement meetings.
Reviews dispatch operations to identify training needs and recommend operational improvements.
Monitors various computer portals to provide accurate ETA's and accept requests for service Recruit, hire and train new dispatchers as the need for additional resources are identified.
Provide additional training to all dispatchers on a regular basis and determine the need for one-on-one training when deficiencies are identified.
Supervisory Responsibilities Directly supervises up to 6 employees in the Communications Department.
Carries out supervisory responsibilities in compliance with First Rescue Ambulance policies and procedures.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Competencies To perform the job successfully, an individual should demonstrate the following competencies:
Collects and researches data available from various reports and interprets data to determine needs for the company.
Uses past experience to assist with interpretation of data to incorporate systems and procedures to ensure success of department.
Competent in dispatching procedures; ability to learn new procedures and techniques; requires minimal supervision; uses resources efficiently and able to multi-task.
Able to adapt to new technologies and teach concepts to other dispatchers.
Demonstrates attention to detail and able to provide solutions in real-time.
Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; uses reason even when dealing with emotional topics.
Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Provides training in customer service delivery; monitors customer satisfaction.
Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively; able to read and interpret written information.
Communicates changes effectively; builds commitment and overcomes resistance.
Defines responsibilities and expectations; sets goals and objectives; gives performance feedback; motivates for increased results; recognizes contributions; encourages training and development.
Fosters team cooperation; defines team roles and responsibilities; ensures progress toward goals; acknowledges team accomplishments.
Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others.
Takes responsibility for subordinates' activities; makes self-available to staff; provides regular performance feedback; develops subordinates' skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; improves processes, products, and services.
; continually works to improve supervisory skills.
Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.
Cost Consciousness - Contributes to profits and revenue, conserves organizational resources.
Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; supports affirmative action and respects diversity.
Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; looks for and takes advantage of opportunities; asks for and offers help when needed.
Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process.
Required Skills Language Skills - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills - To perform this job successfully, an individual should have knowledge of Trauma Soft software; ESO (ePRO) systems; Spreadsheet software; Word Processing software and Internet software.
Required Education Associate's degree or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
Certificates, Licenses, Registrations:
Current California Driver's License, Current State of California EMT Certificate, EMD Certificate or ETC Certificate, Current CPR Certification (BLS Level), Required Experience Verifiable ambulance/public safety industry experience to include 3 or more years' experience as an ambulance dispatcher.
To perform this job successfully, an individual should have detailed knowledge of Trauma Soft and/or Angeltrack Computer Aided Dispatching and Internet software including, but not limited to ESO (ePRO) for scheduling.
We are currently using Angeltrack but moving to the Trauma Soft platform.
Desired Education A bachelor's or higher degree is preferable but not required Desired Experience Prior or current experience as a practicing EMD or ETC certified dispatcher is necessary.
EMT or paramedic experience and extensive knowledge of the LA/Orange County Freeway system local roads and geography is preferred.
Prior supervisory experience in the ambulance industry Job Type:
Full-time Pay:
65,000-85,000/year Depending on Experience
Benefits:
401(k) Medical Insurance with up to 50% employer contribution Dental insurance Vision insurance Paid sick time.
Estimated Salary: $20 to $28 per hour based on qualifications.
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