Reports To:Director of Communications

Schedule:   Varies

Employment Status: Full-time; non-exempt

POSITION SUMMARY: 

The role of the Dispatch Training Officer (DTO) is to ensure that all Communications employees of Armstrong Ambulance Service (AAS) receive consistent, policy-compliant,  high-quality dispatch training, remediation and orientation. The DTO is responsible for managing the ongoing educational needs of the department under the direction of the Director of Communications. The DTO is responsible for mentoring, instructing, remediating and documenting competency of new hires and other AAS Communications employees. At all times, the DTO will serve as an example of exemplary customer service, communication, and professional conduct at AAS.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

DTOs report to the AAS Communications Director regarding all DTO responsibilities.   DTO responsibilities include but are not limited to the following:

• Instruct and evaluate the new AAS employees during assigned shifts during the orientation or training period.
• Provide guidance, direction and demonstrate by example, compliance with AAS policies and procedures, appropriate equipment operations and appropriate Communications operations.
• Train and evaluate trainees as well as provide remediation to Dispatchers on call taking, emergency call taking, resource management, and dispatching AAS CC, BLS, and ALS units.
• Familiarize trainees with policies and procedures related to all contracted facilities, dedicated 911 communities and mutual aid communities. Ensure that all current Communications team members are proficient in these areas. 
• Train and evaluate new hires and provide remediation/retraining on the employment of all AAS computer systems, software, and radio systems. Ensure that all current Communications team members are proficient in these areas. 
• Train and evaluate new hires/current team members on all AAS Dispatch contingency plans and courses of action.
• Provide all new hires as well as team members, assistance mentoring, direction, and timely, constructive and professional feedback.
• Report any behavioral or noncompliance by orientee or current team member to the Director of Communications to create a plan of action.
• Complete and maintain written documentation in accordance with the company DTO Program through the use of AAS approved reporting system as directed.  
• Provide consistent feedback to the Director of Communications/Management team regarding the progress of trainees and current team members. 
• Notify Management team, and appropriate department management of any incidents that directly affect crew safety, patient safety, clinical services, and operations.

• Assist with any remediation and disciplinary issues as well as training or re-evaluation of employees or approved students.
• Complete all DTO related documentation within 24 hours of end of shift unless Supervisor/ Management team is notified of the delay for an acceptable reason.
• Maintain confidentiality of all training records.
• Work with new employees for the duration of their training period until cleared by the DTO and the Management team.
• Perform all activities in accordance with company standards:

Company Policies

• Performs all duties in a safe, courteous, confidential and professional manner.
• Maintains positive and professional conduct including but not limited to being well groomed and properly attired while on duty at AAS, at all times.
• Maintains response readiness consistent with company’s response policies and procedures and all applicable state and local requirements.
• Mentors, trains, and encourages fellow staff as needed, to support them and to attain competency and proficiency and assist in their development as employees of AAS.
• Completes all documentation and reports completely, legibly, accurately, and in a timely basis.
• Maintains required confidentiality of all customers and Armstrong information. 

PATIENT PRIVACY:

• Employees are expected to protect the privacy of all patient information in accordance with Company policies, procedures, and practices, as required by Law, and in accordance with general principles of professionalism as a health care provider.
• Employees may access protected health information and other patient information only to the extent that it is necessary to complete job duties and may only share such information with those who have a need to know specific patient information to complete their job responsibilities related to treatment, payment, or other company operations.
• Employees are encouraged and expected to report, without the threat of retaliation, any concerns regarding the company’s policies and procedures on patient privacy and any observed practices in violation of that policy to the designated management personnel.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Valid and active current EMD without restrictions or sanctions for all required licenses, registrations, certifications and credentials from national, state, local, certifying or credentialing organizations and AAS in order to practice and function as an EMD authorized at AAS.

• No significant clinical, operational or company related incidents, issues, corrective actions, or performance improvement plans within past 2 years.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  

Armstrong Ambulance reserves the right to test employees with its Drug-Free Workplace policy. Random drug tests may be conducted for positions that are safety sensitive.

WORK ENVIRONMENT: 

The work environment is representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• The work environment is frequently hectic with exposure to highly emotional situations.
• Regular scheduling involves long shifts and may rarely include unscheduled overtime.
• The noise level in the work environment is usually moderate but may be high at times due to radio traffic and phones.