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Lead Dispatcher

Expired Job

American Medical Response Concord , CA 94519

Posted 3 months ago

More Information about this Job

Job Location: Concord, CA (Pleasant Hill)

Job Status: Full Time; Non-Exempt


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Under the supervision of the Communications Supervisor, the Lead Dispatcher is responsible for receiving and dispatching emergency and non-emergency calls to all field units staffed by Emergency Medical Technicians, Paramedics, Critical Care Transport RN, and Wheelchair Technicians utilizing a Computer Aided Dispatch (CAD) system. The Lead Dispatcher will act as Supervisor when a Supervisor is not assigned to work a shift.


  • Utilizes sophisticated system status management computer system which monitors, updates, and controls the location and movement of units.

  • Receives incoming emergency and non-emergency calls and promptly ascertains proper levels of response, allocates resources to match dynamic system demands and input applicable information into the CAD system.

  • Dispatches and maintains radio communications with wheelchair, BLS, CCT, and ALS units.

  • Monitors and documents response times of units.

  • Adhere to all company policies and procedures.

  • Utilizes and maintains professional communications skills with all employees and customers including patients, facilities and public service agencies.

  • Completes and submits daily status reports regarding unusual incidents to Communications Supervisor.

  • Monitors system performance and communicates system demands to field employees.

  • Assists in the collection of data for patient billing purposes.

  • Responsible for Adhering to all company policies and procedures.

  • Effective information systems security is a team effort involving the participation and support of every AMR employee who deals with information and/or information systems.

  • It is the responsibility of every computer user to:

  • Know and follow Information Systems security policies and procedures

  • Attend Information Systems security training, when offered

  • Report information systems security problems

  • Other duties as assigned


  • Monitor waiting and active calls.

  • Provide proactive and on-line support for trouble shooting of equipment problems.

  • Assist in modifying calls or SSM plans to meet contract response requirements.

  • Ensure that OGLs are understood and followed.

  • Resolve immediate problems in the worksite.

  • Participate on accumulation of QI data.

  • Investigate incidents and complaints.

  • Assist in training and continuing education.

  • Maintain certification in all areas of Center.

  • Responsible and accountable for daily compliance of shift to performance standards.

  • Mentor employees, conduct performance evaluations if applicable, counsel and provide disciplinary actions to assigned personnel with a goal of developing a team oriented approach with positive results.

  • Assist in driving performance management.

  • Comply with all employment laws and support affirmative action/equal opportunity and diversity goals.


  • High school diploma or GED.

  • Minimum of 18 years of age.

  • At least one year of prior work experience within a high-profile EMS system.

  • CAD and data entry experience with typing speed of at least 35 wpm required.

  • Current CPR and First Aid certification or prior Paramedic or Emergency Medical Technician certification and experience preferred.

  • Knowledge of Contra Costa County geography.

  • Effective oral, written and interpersonal communication skills.

  • Color Vision: ability to distinguish and identify different colors.

  • Emergency Medical Dispatch Certificate or previous dispatch experience preferred.


Occasionally: Touching, walking outside, typing 35 wpm.

Frequently: Walking inside, reaching, kneeling, stooping, bending.

Constantly: Hearing/listening, clear speech, sitting, seeing.


Occasionally: Complex reading and writing, memorization, high math skills.

Frequently: Simple reading and writing, problem solving, judgment, reasoning, decision-making.

Constantly: Analyzing, perception/computation, complex math skills.


Occasionally: Repetitive tasks, high pressure.

Frequently: Intense tasks.


Occasionally: Facsimile, telephone

Frequently: Copy machine

Constantly: Computer, keyboard, calculator


Occasionally: Works with others, extended day.

Frequently: Works alone, face-to-face contact with others.

Constantly: Works around others, verbal contact with others, inside.

EEO Statement

EOE including Veterans and Disabled

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Lead Dispatcher

Expired Job

American Medical Response