• Dispatch Supervisor

    Job Locations US-CA-Concord
    Posted Date 7 days ago(8/9/2018 11:22 AM)
    Job ID
    # of Openings
  • Overview

    Under the supervision of the Operations Manager, the Dispatch Supervisor is responsible for monitoring the activities of various shifts within the Communications Center. The activities include scheduling, SSM, and adherence to OGL’s.



    • Utilizes sophisticated system status management computer system which monitors, updates, and controls the location and movement of units.

    • Receives incoming emergency and non-emergency calls and promptly ascertains proper levels of response, allocates resources to match dynamic system demands and input applicable information into the CAD system.

    • Dispatches and maintains radio communications with wheelchair, BLS, CCT, and ALS units.

    • Monitors and documents response times of units.

    • Utilizes and maintains professional communications skills with all employees and customers including patients, facilities and public service agencies.

    • Completes and submits daily status reports regarding unusual incidents to Operations Manager.

    • Monitors system performance and communicates system demands to field employees.

    • Adhere to all company policies and procedures.

    • Assists in the collection of data for patient billing purposes.

    • Responsible for Adhering to all company policies and procedures.

    • Effective information systems security is a team effort involving the participation and support of every company employee who deals with information and/or information systems. It is the responsibility of every computer user to:

      • Know and follow Information Systems security policies and procedures

      • Attend Information Systems security training, when offered

      • Report information systems security problems

      • Other duties as assigned.


    • Monitor waiting and active calls.
    • Provide proactive and on-line support for trouble shooting of equipment problems.
    • Assist in modifying calls or SSM plans to meet contract response requirements.
    • Ensure that OGLs are understood and followed.
    • Resolve immediate problems in the worksite.
    • Participate on accumulation of QI data.
    • Investigate incidents and complaints.
    • Assist in training and continuing education.
    • Maintain certification in all areas of Center.
    • Responsible and accountable for daily compliance of shift to performance standards.
    • Mentor employees, conduct performance evaluations if applicable, counsel and provide disciplinary actions to assigned personnel with a goal of developing a team oriented approach with positive results.
    • Assist in driving performance management.
    • Comply with all employment laws and support affirmative action / equal opportunity and diversity goals.

    • High school diploma or GED.
    • Minimum of 18 years of age.
    • At least one year of prior work experience within a high-profile EMS system.
    • CAD and data entry experience with typing speed of at least 35 wpm required.
    • Current CPR and First Aid certification or prior Paramedic or Emergency Medical Technician certification and experience preferred.
    • Supervisory experience preferred.
    • Knowledge of Counties geography.
    • Effective oral, written and interpersonal communication skills.
    • Color Vision: ability to distinguish and identify different colors.
    • Emergency Medical Dispatch Certificate or previous dispatch experience preferred.
    • Frequently: Walking inside, reaching, kneeling, stooping, bending.
    • Constantly: Hearing/listening, clear speech, sitting, seeing.
    • Occasionally: Complex reading and writing, memorization, high math skills.
    • Frequently: Simple reading and writing, problem solving, judgment, reasoning, decision-making
    • Constantly: Analyzing, perception/computation, complex math skills
    • Occasionally: Repetitive tasks, high pressure.
    • Frequently: Intense tasks.
    • Occasionally: Facsimile, telephone, auto-dialer.
    • Frequently: Copy machine.
    • Constantly: Computer/typewriter, keyboard, calculator, stapler, 3-hole punch, stamping, sharpener.
    • Occasionally: Works with others, extended day.
    • Frequently: Works alone, face-to-face contact with others.
    • Constantly: Works around others, verbal contact with others, inside.


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