As part of the Communications and Logistics Department (CL), and under the supervision of the CL Manager, the dispatcher is responsible for the efficient utilization of resources provided by the Communications and Logistics Department. The Dispatcher is tasked with making the best use of the available units and technology to provide the highest possible level of customer service. The Dispatcher communicates effectively with and supports all field associates. Essential Duties and Responsibilities:
- Utilize the unit hours produced by Logistics when assigning and dispatching trips to crews/vehicles in the most efficient way possible way while maintaining required customer response times.)
- Ensure coverage of same day trip requests, utilizing vehicle and crew resources.
- Understand and utilize tools such as Logis Dispatching, DocsInk Messaging, and ePro Scheduler;
- Post available units according to established move-up plans;
- Direct units to fuel and/or restock during available/posting times in order to reduce end-of-shift delays;
- Be aware and attentive to all response time requirements by contract/customer;
- Ensure that field units are reporting time stamps promptly and according to policy; report any non-compliance to the appropriate supervisor;
- Initiate late calls/delays in advance to customers when response times will exceed quoted or negotiated levels;
- Report service compliments and complaints through ePro Incident Reports;
- Utilize ePro Scheduler to make live changes to employee schedules and units;
- Work closely with the Fleet Department to ensure the most efficient movement of vehicles into and out of service;
- Maintain friendly and professional communication with internal and external clients at all times;
- Perform other related duties as required;
Requirements
- High School Diploma. College education and/or equivalent work experience preferred;
- Understand RescueNet (RN) reporting and High Performance Indicator (HPI) numbers that measure the success or failure of the company and the department;
- Excellent written and verbal communications skills required;
- Critical thinking skills required;
- Must be highly-organized;
- Excellent and established interpersonal skills;
- Knowledge and expertise of MS Office, specifically Excel and Word;
- Computer proficiency required;
- Excellent and prompt, accurate, thorough, and legible written communication skills
- Working knowledge of EMS systems/private ambulance and medical transportation systems preferred;
- Dispatching experience preferred; and
- Ability to teach skills to others