System Status Controller- Calltaker (6pm-6am, A/B Rotation F/T) - The Crisis Center

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.

Transactional/Administrative Duties and Responsibilities

• Responsible for receiving and processing requests for emergency and non-emergency ambulance service
• Process requests for ALS, BLS and Behavioral 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 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 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 pressure. Effectively prioritizes work and establishes clear goals and plans.
• Problem Solving-Views problems as opportunities to create new solutions. Anticipates potential problems and analyzes alternative solutions.
• Judgment- Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions.
• Valuing & Fostering Diversity- Demonstrating respect for individual differences and establishing a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
• Self-Management- Taking of responsibility for one’s behavior and well-being; Working effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast paced environment, and needs minimal supervision; Exhibiting a professional demeanor.

Education and Experience

• High School Diploma or General Education Degree (GED).
• Obtain Florida EMD, ICS 100, 200 and 700, and Baker Act training within one year of hire date.
• Microsoft Office experience
• Computer skills and to multi-task effectively in a fast-paced environment both on the telephone and computer.
• In the interest of public safety, the ability to speak in an unencumbered manner is a Bona Fide Occupational Qualification (BFOQ) for this position.
• Experience in Customer Service and/or Dispatch preferred.
• Participate in Mental Health First Aid training.
• Become a certified Emergency Medical Dispatcher within the first year of employment.

Knowledge, Skills and Abilities

• Knowledge of Florida Chapter 394, 401, and 10D-66 Florida Administrative code.
• Knowledge of the Baker Act as it relates to TransCare.
• Knowledge of EMS radio system and codes.
• Knowledge of computer system.
• Knowledge of basic software programs.
• Knowledge of supervisory principles and practices.
• Knowledge of trauma transport protocol.
• Knowledge of Florida statewide run report.
• Ability to understand and apply applicable policies and procedures.
• Ability to determine work priorities and insure proper completion of work

assignments.

• Ability to communicate effectively verbally and in writing.
• Ability to utilize problem solving techniques.
• Ability to work independently.
• Ability to work effectively in a fast past environment.
• Ability to multitask.
• Ability to establish and maintain effective working relationships with others.
• Skill in the operation of word processing software program on a personal

computer.

Physical Demands/Working Conditions

Physical Requirement: The position requires good hand-eye coordination, arm, and hand and finger dexterity, including ability to visual acuity to use a keyboard. Must be able to sit for long periods of time. Work is performed indoors

Working Conditions: Duties are performed primarily in an office setting. The noise level is moderate.

Travel: Minimal.

Hours: Rotating A/B shift includes weekends and holidays. TransCare is open 365 days a year 24-hours a day. Employee may be required to work some holidays, evenings, and /or weekends, and during hurricanes and times of disasters.

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.

CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation and professional development practices without regard to actual or perceived race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability or certain classifications based on genetic information, marital status, or any other characteristic protected by federal, state, or local laws, regulations or ordinances.