Job Description

DISPATCHER I

Salary Range: $18.88 - $25.33

Department: Communication Center

Location: Clovis Halifax (In-Person)

Reports to: Communication Supervisor

Position Summary

Serve as the first point of contact for all incoming calls to the Communication Center, including 9-1-1 emergencies. Conduct medical and fire interrogation, provide pre-arrival instructions, and accurately enter all pertinent information into the computer system. Work in close coordination with Dispatcher II and Dispatcher III, under the guidance of the on-duty Communications Supervisor.

Essential Job Functions

• Recruitment and Talent Sourcing
• Assure compliance and enforcement of all policies, procedures, processes, and protocols of the American Ambulance Employee Handbook, American Ambulance/Fresno County contract, Fresno County Health Services Agency Policies and Procedures, and any other contracts relating to EMS/Fire Communications
• Staffs call taker workstation as assigned
• Effectively and appropriately communicate with other agencies in a professional manner
• Assist with orientation and education of Communications and Operations personnel
• Operate equipment as trained and assigned and provide appropriate notification to the on-duty Supervisor in the event of malfunction
• Provide appropriate pre-arrival instructions on every call when indicated
• Maintain professional and courteous communication with all personnel and the general public using clear-text
• Maintain the cleanliness of assigned workstation
• Responsible to follow all safety rules and guidelines
• Arrive to all work assignments on time, in appropriate attire/uniform, and with all appropriate certifications and credentials
• Maintain a professional appearance at all times when representing American Ambulance
• Maintain all necessary certifications
• Treat all patients, patient’s families and friends, health care agency personnel, and all members of the public with respect and professionalism
• Responsible for completion and accuracy of all paperwork and computerized records
• Responsible for proper use of all facilities and equipment, used or issued
• Responsible to return all issued equipment in working condition at the end of employment or when requested
• Other duties as assigned by EMS Communications Supervisor, Communications Manager, or Director of Communications

Secondary Job Function

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with notice.

Qualifications

• Current CCEMSA EMS Dispatcher
• Current Basic Cardiac Life Support certification – Provider or Instructor
• Current Emergency Medical Dispatcher certification
• Current Emergency Fire Dispatcher certification

Key Competencies

• Shift start time
• Ring Pick-up to Run Queue time < 30 seconds, with 95% compliance
• 9-1-1 calls answered
• < 1% of 9-1-1 calls placed on hold
• All non-emergency lines answered
• Input errors
• Policy/procedure test
• Map/District/Zone test (zone/hundred blocks)
• Attend all mandatory Continuing Education (CE) sessions

  Communications Authority

• May not release call-related information without prior approval.
• May not release employee-related information without prior authorization.
• May not release company-related information without prior approval.
• May not communicate with the media without authorization.

  Equipment Demands

• Computer (keyboard, mouse, and required software)
• Paging hardware/software
• Telephone (including ring-downs)
• Copier
• FAX machine

  Emotional Demands

• Work any hours of the day and days of week
• Work with many different agencies
• Work closely with the public
• Work well with co-workers
• Work with tight deadlines under pressure
• Work irregular hours
• Be able to make quick judgments under pressure
• Be confidential with privileged information

  Physical Demands

• Be able to sit for prolonged periods.
• Be able to reach above shoulder level from a sitting position
• Be able to type >/= 30 wpm
• Be able to lift 30 lbs. to a height of three feet
• Be able to operate required equipment for up to twelve hours

Environmental Demands

• Be able to work indoors in a confined space

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are expected to be normal business hours. Occasional evening and weekend work may be required as job duties demand.

Travel

There may be occasional travel for conferences, seminars and training.

At-Will Employment Disclosure

Employment with American Ambulance is at-will, meaning that either the employee or the employer may terminate the employment relationship at any time, with or without cause or notice, and for any lawful reason or no reason at all. Nothing in this job description, employee handbook, or any other company document should be interpreted to create a contract of employment, express or implied, or alter the at-will nature of employment. Only a written agreement signed by the President can change the at-will status of employment.

Reasonable Accommodations

American Ambulance is committed to providing equal employment opportunities to qualified individuals with disabilities. If you require accommodations during the application or interview process, or to perform essential job functions, please contact hr@americanambulance.com. We will work with qualified individuals to provide reasonable accommodations unless doing so would cause an undue hardship to the company or pose a direct threat to the health or safety of the employee or others.

Supervises None

Classification Non-exempt

Effective Date February 1, 2006

Updated February 3, 2025

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