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.
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.
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.
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
- Ability to hear various frequencies, distinguish sounds and work in environment with consistent background noise.
- Consistent close eye work and clear vision for screens, color/depth perception, and peripheral vision for data analysis and monitoring.
- Clear, concise verbal communication, potentially shouting or speaking loudly over noise, and active listening.
- Fine finger dexterity, repetitive wrist motion regarding computers and dispatch terminal work for prolonged time periods. (fingering, pushing, pulling).
- Ability to sit, stand and alternate positions for extended periods of time.
- Exerting light force up to 10-25 lbs. for tasks like lifting, carrying, pushing/pulling.
- Ability to work in environment with constant phone/radio calls, interruptions, urgent/emergency situations, and emotionally charged callers.
- Strong multitasking, problem-solving, attention to detail, memory, and emotional stability in stressful environments
Skills Required
- High school diploma or GED
- EMD Certification (must obtain and maintain)
- CPR Certification (must obtain and maintain)
- 911 Certification (must obtain and maintain)
- Telecommunicator Certification (must obtain and maintain)
- 1 year related customer service experience
- Experience multitasking data entry 30-40 words per minute while actively listening
- Familiarity with CAD systems and accurate real-time call documentation
- Ability to use computer systems, web-based applications; Microsoft Office experience preferred
- Preferred telecommunication experience and prior medical terminology training
- Satisfactory background check and MA CORI verification (annual)
- Compliance with UDS drug screening
- Availability for day, evening, overnight shifts, weekends and holidays
- Ability to meet physical, mental, and sensory requirements (hearing, vision, fine finger dexterity)
What We Do
Since 1977, Cataldo Ambulance Service, Inc. has continually distinguished ourselves as a leader in providing routine and emergency medical services. As the needs of the community and the patient change, we continue to introduce innovative programs to ensure the highest level of care is available to everyone in the areas we serve. Cataldo is the largest private EMS provider and private ambulance service in Massachusetts. In addition to topping 50,000 emergency medical transportations annually through 911 contacts with multiple cities, we partner with some of Massachusetts top medical facilities to provide non-emergency medical ambulance and wheelchair transportation services. We are also an EMS provider to specialty venues like Fenway Park, Warrior Arena, and TD Garden. While Cataldo began as an ambulance service company, we continue to grow and expand the services we offer to the local communities. As a public health resource, Cataldo offers training and education to the healthcare and emergency medical community through the Cataldo Education Center. This includes certification training for new employees as well as the training needed for career advancement. Through our partnerships with local healthcare facilities, we have developed a mobile integrated health program, SmartCare, which provides in home treatment for patients. We also have delivered more than 1.6 million Covid-19 vaccines and continue to operate testing and vaccinations sites throughout the state of Massachusetts.
