Description Position Summary and Responsibilities: Pay: $41,000-$65,000/yr Hours: Full Time The primary job responsibility of the Dispatcher/Customer Service Agent is to: • receive, prioritize, coordinate and dispatch NORCAL Ambulance calls for service for ALS, BLS and CCT crews in a swift and proper manner using our Communications Center Dispatch Software. • Requests will be taken from: hospitals, clinics, medical assistance companies, flight teams or related entities. • Dispatcher/Customer Service Agent will then coordinate the transportation request and send to the most appropriate unit based on: unit availability, unit location, travel time, etc. • He/she shall be responsible for: dispatching and call taking for NORCAL Ambulance crews to both the emergency and interfacility setting, including emergency and private callers. • The Dispatcher will operate tracking, radio or cell phone communication equipment to monitor the status of field personnel and units. • The dispatcher will perform other related tasks and duties as assigned by the departmental leadership. Primary Daily Duties: The Dispatcher/Customer Service Agent may be assigned to one or more duties. These duties include, but are not limited to the following: • Receive and prioritize all incoming requests for dispatch. • Efficiently dispatch units to emergency and non-emergency calls in a timely manner. • Demonstrate the ability to make accurate moment-to-moment decision making in regard to the dispatch of emergency and non-emergency vehicles. • Effectively triage all incoming requests for service and sends the appropriate unit according to Northwest Ambulance policy and procedure. • Obtain required information from party requesting medical transport. • Maintain professional telecommunication contact with field units and other agencies. • Demonstrate the ability to effectively use the dispatch paging system, iPhone, land lines, and all portable or mounted radios; troubleshoots problems including mechanical/equipment problems and contact the operations manager as appropriate. • Participate in required training programs. • Perform basic data entry. • Provide excellent customer service to all callers and crew members. #Dispatch1 Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required: • Excellent ability to communicate and work cohesively with EMT’s, RN’s and Administration. • Strong interpersonal and communication skills with an ability to work effectively with a diverse range of individuals, teams, managers, supervisors, and external customers. • Computer competency including proficiency with Microsoft Suite, Google Docs, and current Dispatch Software. • Ability to consistently deliver outstanding customer service to all internal and external customers. • Highly dependable and able to meet internal deadlines consistently. • Strong organization skills and attention to detail. • Flexible and adaptable, willing and able to adjust to rapidly changing priorities. • Ability to work independently as well as in groups. • Ability to maintain a professional manner and appearance at all times. • One year of EMS and/or dispatch related experience and/or training preferred. • Knowledge of Northern California geography. • Able to function in a high-stress environment where the work goes from minimal to overload within moments. • Must act in a mature, courteous, and decisive nature in order to provide maximum customer service