System Status Controller (Dispatch)

Position Summary The Crisis Center of Tampa Bay brings help, hope and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional or situational problems. The System Status Controller’s primary responsibility is receiving and processing requests for emergency and non-emergency ambulance and medical transportation services. This position reports to the Communications Supervisor and in his or her absence the Operations Manager. Strategic/Transformational Duties and Responsibilities Provide exceptional customer service as well as accurate and timely services and maintaining system status control. Participates in the performance quality improvement (PQI) process and uses data to improve services and outcomes. Transactional/Administrative Duties and Responsibilities Responsible for receiving and processing requests for emergency and non-emergency ambulance service Process requests for ALS, BLS, and Psychiatric Services services as appropriate. Collect and report operational metrics as required. Prompt and regular attendance at work. Consistently receives requests and enters them into the CAD system selecting and dispatching the appropriate unit(s) to the call. Provide information and referrals to community members. Conduct intake evaluations by phone and in person as determined by program needs. Maintain accurate system status control. Evaluates most efficient and effective utilization of system unit hours. Apply the System Status Plan to daily operations. Communicate professionally with clients, public service personnel, external and internal team members and other stakeholders. Direct resources during major/mass casualty incidents. Knowledge of the Baker Act standards as it applies to the transportation of patients. Must maintain neat and professional appearance at all times in accordance with Standard Operating Procedures (SOP). Maintain a positive and professional working relationship with other individuals within the agency, community, and EMS system. Responsible for adhering to all policies and procedures provided in the Standard Operating Procedures (SOP) and the Crisis Center Policy Manual. Must attend all Continuing Education (CE) courses and maintain current EMD certification for the duration of employment. Respond to requests by law enforcement to dispatch mental health transportation resources. Provide information/referrals and perform intake functions for Crisis Center Services. Providing exceptional customer service to both internal and external customers. Performs other such duties as may be required. Required Competencies Cooperation/Teamwork - Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships. Engaging Communication - Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers. Customer Service (Internal & External) - Recognizes and attends to important details with accuracy and efficiency. Treats customers courteously. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers’ long-term interests. Creates strategies to help the organization serve customers more effectively. Adaptability - Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast-paced environment. Is reliable, dependable and results oriented. Maintains productivity and composure under p…

View the full posting and apply