EMS System Controller

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

EMS System Controller

Market Range:

EM14

Approved Date:

11/2/2023 3:22:34 PM

FLSA:

Non-Exempt

EEO Code:

TECHNICIANS

Career Level:

P2

Career Level Description:

Professional Level 2

Job Code:

100970

Job Family:

Health Services

Sub Family:

Emergency Medical Services Operations

Primary Purpose

Working a rotating 12-hour shift is required. Provides direct and indirect management, supervision and support of EMS daily operations and field resources.  Provides leadership and situational awareness. Identifies immediate system response needs and mitigates immediate response issues. Identifies and mitigates safety issues. Manages system resources, problem solves and prioritizes tasks. Use computer software, computer aided dispatch systems, radios, and telephones. Addresses issues with employees, partners, and the general public, investigates complaints and unusual events. Compiles data, develops reports and presents reports to internal and external audiences. Interacts and communicates, in both verbal and written form, with individuals and groups of individuals (internal and external partners, subordinates, supervisors, and citizens) from all education levels, cultural backgrounds, belief structures, and states of health. Acts with a high degree of courtesy, professionalism, and respect and always with the mission statement of prompt, compassionate and clinically excellent care to the citizens of and visitors to Wake County in mind.

•

Oversees and manages the daily deployment of EMS System resources including monitoring all EMS system resources via computer aided dispatch, coverage maps, and radio traffic; communicating with both internal and external partners/stakeholders and the public via radio, telephone, text, or face-to-face conversation; evaluates and prioritizes system needs and develops mitigation efforts and resource allocation plans; provides situational awareness and communicates potential hazards to field responders; evaluates data and trends to identify potential system needs or impacts to individual units as well as the system as a whole; coordinates EMS response with the EMS Shift Commander and other responders.

1

50%

•

Acts as a liaison to primary and secondary public safety answering points and dispatch centers as well as other public safety agencies. Communicates with hospitals. Develops relationships and represents Wake County EMS in cross departmental meetings or during multi-agency responses.

2

15%

•

Reacts to situations and quickly adapts to various scenarios. Solves problems and multi-tasks in ever changing and sometimes distracting environments. Communicates in a respectful manner during routine to significantly stressful situations through written, oral and/or visual means including via radio, telephone, and text.

3

15%

•

Interprets, develops, and maintains policies and procedures as well as creates, maintains and presents data and reports related to EMS system response. Evaluates employee performance and adherence to established policies, procedures, and expectations as it relates to EMS System response. Contributes to annual employee evaluations as needed. Provides coaching for improvement and progressive discipline in partnership with employee’s direct supervisors as needed related to employee performance.

4

10%

•

Guides responses and assists the responding units as well as the scene command on large scale incidents. Conducts work activities with a full understanding of an Incident Command System.  Directs the work of others in a collaborative and cooperative manner.

5

5%

•

Maintains confidentiality and always protects sensitive data, in accordance with HIPAA and privacy laws, organizational and department policies and procedures.

6

5%

Position(s) may perform other duties in addition to the above as assigned by management.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

P2

Career Level Description:

Professional Level 2

•

Works independently on projects/assignments that impact Work Group results.

•

Work is generally supervised and involves periodic process checks.

•

Responsible for making adjustments or recommended enhancements in systems and processes to solve problems or improve effectiveness of the Work Group.

•

Typically communicates within or outside the Work Group to provide information requiring some explanation or interpretation to reach agreement.

•

May provide guidance and assistance to entry level professionals or support staff.

•

Requires practical knowledge of the Work Group typically obtained through advanced education combined with experience.

Qualifications

•

Associates in EMS or related field

•

Five years experience in EMS or telecommunications in a public safety setting

•

Equivalent education and experience are accepted

•

Bachelor's Degree

in EMS or another related field or equivalent

•

2 Years

in a supervisory role responsible for emergency services operations and deployment

And

•

Experience with Incident Command Systems and/or major incident coursework

And

•

Experience managing multiple and simultaneous emergency incidents from an operations or 911 center.

And

•

Experience with the operations of a Department Operations Center, Emergency Operations Center, or Watch Center.

•

Knowledge of relevant equipment, policies, procedures, and strategies to implement an effective emergency medical services system

•

Ability to monitor/assess the performance of yourself, other individuals, or organizations to make improvements or take corrective action

•

Ability to demonstrate excellence in critical thinking, communications, and conflict resolution.

•

Strong telephone, organizational, oral, and written communication skills.

•

Strong commitment to customer service and teamwork.

•

Proficiency with Microsoft Office (Word, Excel, Outlook), computer aided dispatch, and radio systems.

•

Knowledge of significant components of an emergency medical system

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above 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.

Competencies

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Adaptability & Flexibility

Changes behavioral style or method of approach when necessary to achieve a goal; adjusts style as appropriate to the needs of the situation. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

Safety

Adheres to all workplace and trade safety laws, regulations, standards, and practices.

Speaking

Effectively transfers thoughts and expresses ideas orally or verbally in individual or group situations.

Technical Expertise

Applies and improves extensive or in-depth specialized knowledge, skills, and judgment to accomplish a result or to accomplish one's job effectively.

Influence

Asserts own ideas and persuades others, gaining support and commitment from others; mobilizes people to take action, using creative approaches to motivate others to meet organizational goals.

Relationship Building

Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

Team Leadership

Willingly cooperates and works collaboratively toward solutions that generally benefit all involved parties; works cooperatively with others to accomplish organizational objectives. Manages staff in ways that improve their ability to succeed on the job.

Technology Management

Keeps up-to-date on technological developments. Makes effective use of technology to achieve results. Ensures access to and security of technology systems.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

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 accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply routine verbal and/or written instructions

Organization

Organize and prioritize individual work schedule to manage multiple tasks and/or projects

Decision Making

Make decisions that have significant impact on a department's credibility, operations and/or services

Communication

Communicate and exchange routine/basic information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X