Dispatch Supervisor

Concord, United States

Reports to:

Dispatch Manager

Manages:

N/A

FLSA Status:

Non-Exempt

Position Summary:

Under the general supervision of the Dispatch Manager, the Dispatch Supervisor is responsible for the day-to-day and overall dispatch performance, maximizing the long-term efficiency of the system. They will support the Dispatch Manager in training and development of all new Dispatchers as well as ongoing training in the Communications Department. This position also supports and oversees the communications center team while demonstrating the highest level of customer service and technical proficiency.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Collaborate effectively with Operations Managers to ensure efficient daily operations including; resource review and reassignment, schedule adjustments, fielding phone calls to discuss urgent and strategic questions, and any other operational assistance as needed.
Be a strategic advisor to the Management Team on all aspects of Dispatch including deployment, customer success, Dispatch organization structure, operations improvements.
Partner with Dispatch Manager/VP of Operations to develop forecasting and demand analysis.
Partner with Dispatch Manager/VP of Operations to create/model data analytics for Kaiser, Sutter, and Partnership reconciliation and reporting.
Partner with field leadership to advance Falcon’s customer success initiatives.
Serve as the first point of contact for concerns or complaints from external and internal customers.
Assist in the development, implementation, and monitoring of training of the communication center staff.
Assist in the development and updating of SOPs and guidelines for the dispatch team.
Communicate with on and off going Dispatch shifts to discuss routing, communications, concerns, etc.
Provide support to the Dispatch team and leadership.
Assist in future planning and routing to ensure proper staffing and schedule adjustments.
Monitor all online ordering platforms for accuracy and adequate usage by Dispatch Team (VectorCare, MOVI, Kinetic, RoundTrip, Transport.net, etc.)
Other duties and projects as assigned.

TECHNICAL SKILLS AND KNOWLEDGE

Perform all of the duties described in the Dispatcher job description with a high degree of proficiency.
Possess a complete understanding of current services, service areas, and contracted facilities.
Provide scheduling flexibility and be able to rotate shift assignments as needed and/or required based on operational need.
Demonstrate a high degree of familiarity with local, regional and state policies and regulations that pertain to EMS.
Demonstrate a high degree of familiarity and compliance with all internal and customer policies and procedures related to daily operations.

LEADERSHIP AND COMMUNICATIONS SKILLS

Demonstrated ability to lead, coach, and develop teams in dynamic environments.
Possess the capacity to think strategically and implement strategic initiatives; accountable and responsible with a results-oriented mindset.
Promote and maintain a culture of trust and teamwork within the communications center while maintaining a positive attitude.
Understand Falcon’s mission and values and act as a role model of these concepts in all interactions.
Mindful of appearance and demeanor and always behave in a professional, courteous and punctual manner.
Awareness and understanding of the various internal and external customers and their roles.
Excellent interpersonal and customer service skills, demonstrating a high degree of empathy, customer focus, and discretion.
Excellent verbal and written communication skills ensuring employees have the best experience while engaging with the communications center.
Strong learning agility and ability to adapt to an ever-changing environment.
Excellent organizational skills and attention to detail.
Ability to work both independently and collaborate as part of a team.

EDUCATION AND WORK EXPERIENCE

Two (2) years of experience as a Falcon Dispatcher required or five (5) years related experience.
Prior EMS/EMT experience preferred.
Demonstrated background of successful customer service experience required.
High school diploma or equivalent.
Emergency Medical Dispatch certification or ability to obtain within 30 days of hire preferred.

PHYSICAL REQUIREMENTS

Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Requires frequent repetitive hand movements, standing, walking, reaching and grasping.
Able to hear and communicate clearly to perform job duties in person and over the telephone.
Adequate vision to be able to read information from printed sources and computer screens.

This is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned. Falcon is AN EQUAL OPPORTUNITY EMPLOYER.

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