Dispatcher

Job Description:

Responsibilities

• Using training and policies to screen requests for services; answering them professionally, recognizing if a call is received from telephone, text, video, or an automated data feed. 

• Ascertaining incident information by obtaining and verifying caller information and location, determining the nature of the incident, and all available data including but not limited to automated data, social media information, text message, images or video and providing information to assigned resources either verbally and/or digitally. 

• Demonstrating clear and effective communications with active listening, call control, judgment, respect, and empathy with callers that range from calm to panicked.

• Gathers and transcribes key information necessary for the coordination of services, guides callers through intake and triage processes

  • Effectively informs next steps and manages expectations, delivers pre-arrival instructions

• Identifies risks of imminent life threats, self-harm or harm to others (including risks to those involved in follow-up care) and directs questioning; makes appropriate notifications

• Utilizing language interpretation services and coordinating with mental health resources for appropriate contacts with callers who have mental health or language barriers to receiving help.

• Managing challenging callers using appropriate handling of distressed, autistic, hearing-impaired, elderly, angry, and foreign-language-speaking callers.

• Providing direct counseling to suicidal persons, domestic violence victims, and children.  

• Using training and operational protocols to take appropriate action such as: relaying critical information, dispatching/initiating response services, or referring callers to other agencies.

• Documenting incident details quickly and accurately to establish incident urgency, categorizing the incident type, and obtaining the proper help for the caller. 

• Provides a high standard of service aligned with policies, procedures, and organizational goals

• Appropriately accesses and safeguards members’ confidential medical and other protected/privileged information 

• Monitors field resource status; responds appropriately and without delay to activations of emergency alerts and support needs

• Excel in a fully remote working environment requiring independence and self-governance

• Self-identifies human factors compromising or undermining personal ability to deliver a consistent standard of work

• Shift assignments may vary to support 24/7 operation

  • Shift options include 12hr Pittman (Days, Nights); Weekdays; and Weekends. Shifts are assigned based on departmental need and seniority​

• May be required to work on company recognized holidays and national holidays

• Other duties as assigned

Skills Required

• Operate computer systems with specialized software and enter data via keyboard and software with speed and accuracy.

• Organize and prioritize work to meet deadlines and accomplish tasks.

• Use judgment and decision-making skills to rapidly evaluate situations, establish priorities, resolve matters, and pass on information, as needed. 

• Relentless problem solver.

• Data Entry / Transcription, Record locating

• Excellent interpersonal communication skills, both oral and written

• Written communication skills including comprehension of medical terminology and common prescription medications 

• Clinical triage or Emergency Medical Dispatcher experience

• Customer service, including seamless use of complex telephone systems

• Presents collected, professional appearance assisting members with technical aspects of accessing their care

• Time management and punctuality

Competencies

• Quickly filters information to orient to situations and make decisions

• Detects latent themes of risk to both members and staff; directs questioning based upon responses or omissions

• Manipulates the clerical functions of the Electronic Medical Record

• Effectively summarizes content of received calls; utilizes audible information and enters it accurately in forms or notes

  • Differentiates objective and subjective findings

• Capable of monitoring multiple streams of voice, text, and status information; while operating/assigning talk-groups; ensures the most pressing needs are addressed

• Effectively task-switches (commonly known as multitasking ability) and retains key information until it is documented or no longer relevant

• Maintains privacy and confidentiality of protected or privileged information obtained in their course of work

• Reads, interprets, and applies policies, procedures, job aids, memos, and regulatory directives relevant to the role

• Adheres to due-dates and completes online education, asks clarifying questions, demonstrates knowledge as required

• Self reports errors, safety events, and areas for process improvement

• Seeks out or retains the knowledge of when and how to escalate events in the organizational context

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Job Requirements

• Education 

  • Minimum: High School Diploma or equivalent education

    • Plus completion of one of the following:

      • CAAHEP- or ABHES-accredited medical assisting program

      • State Office of EMS or National Registry of Emergency Medical Technicians compliant Emergency Medical Technician or Paramedic course

• Licensure:

  •  N/A

• Experience:

  • One or more of the following:

    • At least two years as a Lead Advanced Life Support provider or

    • 5+ years as an Emergency Medical Technician

    • 3+ years as a medical assistant or medical secretary

    • 1-3 years as a Public Safety Telecommunicator in an Emergency Medical Dispatch accredited center

  • A supplemental body of experience  will be considered in lieu of strict alignment to years of experience in the above roles.

  • Preferred: Minimum of six to twelve months of function as a Telecommunicator I at Cityblock Health

• Certifications:

  • 911 for Crisis Calltakers (Crisis Response Programs and Training version or Crisis Intervention Team)

• Physical Requirements:

  • Tolerates keyboarding, sitting or standing for extended periods of time

  • Possesses audiovisual acuity sufficient to operate a computer, hear and comprehend telecommunications in potentially accented, rapid speech

  • Access to a secluded workspace for the privacy of member information, area free of distractions and equipped with reliable internet service

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. The expected salary range for this position is: 

Min: $56,700
MRP: $63,000
Max: $69,300

Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

Covid 19 Update - Please Read:

Cityblock requires those hired into this position to provide proof that they have received the COVID-19 vaccine.  Any individuals subject to this requirement may submit for consideration a request to be exempted from the requirement (based on a valid religious or medical reason) on forms to be provided by Cityblock.  Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption.  Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed. This vaccination requirement is based, in part, on recently established government requirements.  The requirement is also based on the safety and effectiveness of the vaccine in protecting against COVID-19, and our shared responsibility for the health and safety of members, colleagues, and community.

The COVID-19 pandemic has severely impacted the health and lives of people around the world, including the vulnerable populations Cityblock serves. As a healthcare provider, Cityblock holds ourselves to the highest standards when promoting the health and safety of those who we serve. Given that the COVID-19 vaccines are one of the most powerful tools to fight this disease and save lives, Cityblock is implementing a COVID-19 booster mandate for Washington, D.C. employees under the guidance of local/state mandates.

Medical Clearance (for Member-Facing Roles):

You must complete Cityblock’s medical clearance requirements, which include, but may not be limited to, evidence of immunity to MMR, Hepatitis B, Varicella, and a TB screen, or have an approved medical or religious accommodation that precludes you from being vaccinated against these diseases.

We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.