Position Summary / General Scope:

The Call Taker is an entry level position in the Emergency Medical Dispatch and Communications Department. The Call Taker focuses on receiving and processing all non-emergency and emergency medical calls, rapidly gathering relevant information during call screening process, and providing pre-arrival instructions to a caller when applicable to assist in dispatching the appropriate level of EMS responders. 

**This is an entry-level role which includes an extensive training program. During the initial training the following required certifications will be completed as a part of the program and must be maintained following initial program completion. **

Key Responsibilities

• Provide professional and courteous response while receiving incoming calls from the public, facility staff or other public safety entities requesting emergency and non-emergency assistance.
• Determine the nature, severity and location of the medical emergency through structured questioning and obtain necessary information to determine the appropriate response and priority level.
• Answer all incoming lines within the appropriate and required time periods and respond within the designated time frame. 
• Assist callers that have been placed on hold within the designated time period. 
• Utilize and maintain competency with CAD systems, properly documenting and maintaining information at all times. 

• Maintains accurate, real-time records of calls and incident times.

• Communicate with other public safety agencies, hospitals, public works departments, support services and any other entity as needed to request or forward necessary information.
• Ensure all PCRs are synced as required prior to crew departure. 
• Accurately completes repetitive patient and other non-emergent bookings.

• Multitask data entry 30-40 words per minute with active listening during call processing.
• Maintains knowledge of and complies with all company policies, procedures, and guidelines at all times.
• Must maintain a reliable attendance record
• Completes other duties as requested and assigned

Education:

• High school diploma or GED equivalent.

Licensure, Certification, Registration:

• EMD Certification
• CPR Certification
• 911 Certification
• Telecommunicator Certification

* All may be obtained internally, required within the initial orientation period upon hire.

Experience:

• 1 Year related experience in a customer service field/environment
• 1 Year related experience utilizing computer systems, including web-based applications and some Microsoft Office applications preferred.
• Preferred telecommunication experience and prior medical terminology training. 

Knowledge, Skills and Abilities:

• Excellent verbal communication. Communicates effectively, both verbally and in writing; ability to understand and carry out verbal and written instructions.
• Ability to speak clearly and concisely, providing detailed information under stressful circumstances.
• Ability to record, transmit and report information accurately.
• Analytical skills to gather and interpret data
• Ability to exercise sound judgment and discretion at all times
• Knowledge of medical terminology preferred, not required.
• Ability to work in fast-paced environment and multi-task
• Ability to work well independently and within a team setting

Requirements:

• Day, Evening, Overnight, Weekends and Holidays may be required.
• Ability to meet the essential duties and physical, mental and sensory requirements of the position at all times. 
• Comply with UDS drug screening at any and all times

• Satisfactory background check and MA CORI (Criminal Offender Record Information), verification required annually.

Physical, Mental and Sensory Requirements

Primarily sedentary work within an office, computer workstation environment. Fine finger dexterity, repetitive wrist motion regarding computers and dispatch terminal work for prolonged periods of time. Light tasks may require 10-25lbs for lifting, carrying, push-pull. Ability to work in environment with constant phone/radio calls, interruptions, urgent emergency situations. Environment is fast paced, high stress communication center or PSAP. Requires nights, weekends and holidays.