Communications Specialist

Life Flight Network is one of the most prominent not-for-profit air ambulance organizations. As the industry's trailblazers, we constantly raise the bar for safety, excellence, social justice, and innovation in the skies and on the ground.

Being a member of our esteemed team means embarking on a career defined by distinction, pride, compassion, and unwavering service. We are a group of dedicated professionals who thrive in a high-octane, collaborative environment. Our collective brilliance shines as we come together to make a difference in the communities we serve. Here, you'll find the best and the brightest talents, who are second to none in their dedication and expertise.

Are you ready to unleash your potential and make a real impact in your community? If you're seeking a rewarding and fulfilling path, then look no further - Life Flight Network is the place where your aspirations will take flight!

The Communication Specialist is responsible for receiving, coordinating and following through to conclusion all requests for assistance involving Life Flight Network (LFN) by using established protocols and procedures, always keeping in mind the importance of exemplary customer service. The Communication Specialist will be responsible for succinctly and professionally communicating with sending and receiving facilities and their transfer centers (if applicable), LFN medical staff, 911 centers, and other members of the EMS community.  

QUALIFICATIONS 

• Strong customer service skills 
• High School Diploma or equivalent  
• Two years experience in police, fire, or medical emergency dispatch preferred
• Previous air medical dispatch experience strongly preferred
• Medical Terminology knowledge
• Two way radio proficiency 
• Skilled in multi-line phone systems
• Ability to respond quickly and prioritize duties in a rapidly changing environment while maintaining a professional demeanor
• Excellent written and verbal interpersonal communication skills primarily via e-mail and phone
• Basic map reading skills
• Intermediate knowledge of MS Office and general computer skills 
• Emergency Medical Technician a plus 
• IAMTCS certificate required within 1 year from date of hire 

GENERAL ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS 

MISSION AND VALUES: LFN mission, values, and strategic goals are clearly understood and demonstrated. 

• Participates in planning which reinforces values, mission, and goals 
• Participates willingly in department activities and supports values, mission, and goals
• Consistently exhibits conduct, performance, and productivity to maintain the credibility and confidence of others in the LFN 
• Recognizes the importance of the communication center as the first contact LFN’s customers have with our organization 

RECEIVING AND COORDINATION: Receives, evaluates, prioritizes, and coordinates emergency and routine service requests. 

• Answers multiple telephone lines within three rings with employee and department identification 
• In instances of excessive, multiple activity, calls are initially screened for priority, always with a focus on customer service 
• Accurately gathers and relays necessary information from callers for standbys and activation of the LFN helicopters, ground ambulances, and fixed wing services, including notifying the appropriate aircraft and/or ground ambulance of the request for service during initial phone call with customer 
• 100% of time gives customer an accurate ETA for our services during the first phone call and within 60 seconds of initial receipt of call 
• Accurately takes into account call locations, circumstances and personnel activity for assignment of the most appropriate unit 
• Maintains a calm, courteous, and professional demeanor at all times 
• Be able to take a flight request and dispatch independently within 30 days of hire 
• Expected to remain at console while any transport is in progress or any team is on standby. A flight in progress is defined as beginning with the initial call for service and concluding at 
  the time the aircraft has returned to its base and a flight debrief has been completed.
• Required to remain on duty until relief is briefed and ready to begin shift 

DOCUMENTATION / RECORD-KEEPING: Records events and information. 

• As events occur, accurately, completely, uniformly, and legibly records all aspects of service requests within the electronic dispatch software and/or on the appropriate forms 
• Knows what information is available and the proper storage locations of resource material

DISSEMINATION / EQUIPMENT: Communication equipment and mapping resources
are utilized for processing and dissemination of requests. 

• Completely understands and properly utilizes all features of the Comm-Center radio(s) and
  telephone equipment and equipment updates as they are installed 
• Completely understands and properly utilizes all features of support equipment: Dictaphone, clocks, paging systems, HEAR, scanner, camera monitors, emergency power access, lighting, fire terminal and security/safety alarms 
• Properly cares for and maintains all departmental equipment and departmental issued equipment 
• Reports any departmental equipment and/or departmental issued equipment in need of repair 
• Recognizes malfunctions of all equipment and performs basic troubleshooting repairs
• Completely understands and utilizes all available mapping resources necessary for plotting service-request locations 
• Proactively maintains thorough familiarization with service areas at all bases and locations served by LFN 

SUPPORT SERVICES: Utilizes supporting agencies for assistance and reporting. 

• Understands the role of the Medical Resource Hospital (MRH) within the Portland Metro area trauma system 
• Maintains a working knowledge of the Oregon, Washington and Idaho Trauma system patient-care process 
• Understands area mass-casualty procedures 
• Makes all contacts in a style that reflects cooperative task accomplishment and maintains a good rapport with co-workers 

LEGALITIES: Understands the rules, regulations, and laws
associated with LFN. 

• Maintains a working knowledge of the FCC radio communications
  regulations 
• Maintains a working knowledge of persons’/patients’ rights to confidentiality 
• Understands LFN policies regarding press releases 

EDUCATION / CQI: Participates in company and departmental meetings and employee education. 

• Attends 80% of department staff meetings 
• Responsible for reviewing all staff meeting minutes 
• Assists new employees with policy/procedure education 
• Supports and assists key trainers with staff education 
• Participates as a team member in CQI activities to optimize program service to the sponsoring hospitals, patients, and the community 
• Participates with management team in the growth and improvement of LFN business to meet medical transport service and financial performance goals 

CLEANLINESS / ORGANIZATION: Common work area is maintained in a neat, clean, and organized manner to present a professional image. 

• Daily cleans and sanitizes work area and equipment for shift relief 
• Keeps work area clear of non-business-related items 
• Properly files resource materials after each use 

The above accountabilities represent work performed by this position and are not all-inclusive. The omission of a specific accountability will not preclude it from the position if the work is similar, related, or a logical extension of the position.