Northern Light A.R. Gould

　　Department: Switchboard

　　Position is located:Northern Light A.R. Gould Hospital

　　Work Type: Part Time Eligible

　　Hours Per Week: 24.00

　　Work Schedule: Variable

　　Summary:

　　Performs as a working EMS Telecom Operator in the Call Center

　　Responsibilities:

　　A. Call Processing and Dispatching

　　In accordance with client protocols, receives and process requests for both emergent and non-emergent transports in an accurate and timely manner

　　Maintains timely, concise and legible written communications when appropriate

　　Delivers highest quality customer service and care, acting in the best interest of the patient and customers, families and other professionals

　　Monitors radio communications for updates to vehicle status and uses proper radio etiquette

　　Read maps accurately and gives appropriate directions

　　Listens and responds clearly and in an appropriate manner

　　B. Communications

　　Communicates in a professional manner at all times with employees, customers, public safety agencies and Communication Center clients

　　Makes proper and timely notifications to supervisory and management staff regarding issues of importance or concern

　　Offers suggestions for improvement of system through proper channels of communication

　　Relays thorough and complete shift turnover to on-coming dispatcher

　　Demonstrates teamwork and diplomacy

　　C. Systems Knowledge and Self-Improvement

　　Maintains working knowledge of communications consoles, phones and Computer Aided Dispatch (CAD) system2. Uses knowledge and awareness of available resources to schedule, dispatch and track calls accurately and timely3. Maintains required certifications4. Attends all mandatory staff and in-service meetings as required D. Professionalism

　　Dresses appropriately.

　　Reports for assigned shifts on time.

　　Performs additional duties as assigned by management

　　Other Information:

　　A. High School Diploma, GED or international equivalent preferred

　　B. Experience in ambulance / 911 dispatching or call center work preferred

　　C. Current Maine licensure as an Emergency Medical Technician or Emergency Medical Dispatcher preferred

　　D. Basic computer skills including ability to power on the computer, use a mouse to interact with elements on the screen, use a computer keyboard, and shut down the computer properly

　　F. Proficiency with Microsoft Word, Excel, and Windows OS preferred

　　Competencies and Skills

　　Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.

　　Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.

　　Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment and cooperation.

　　Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.

　　Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.

　　Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.

　　Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.

　　Serves Others: Strives to understand, meet and exceed the expectations and requirements of internal and external customers which may include the people and communities in our service areas. Develops and maintains relationships, alliances and coalitions within and outside the organization and leverages them in order to obtain information, support, and promote cooperation and collaboration.

　　Working Conditions

　　Potential exposure to noise levels being uncomfortable. Position EMS Telecom OperatorLocation Req ID null