Job Description:
Job DescriptionPOSITION SUMMARYThe System Status Controller (SSC) is responsible for real-time monitoring, coordination, and support of emergency medical service (EMS) communications. Under the direction of the Communications Lieutenant, the SSC facilitates effective and timely call triage, unit deployment, status tracking, and coordination with public safety agencies to ensure optimal EMS system performance. The role requires high-level multitasking, attention to detail, and strict adherence to Emergency Medical Dispatch (EMD) protocols based on International Academies of Emergency Dispatch (IAED) standards. This position functions as an integral part of the Communications team and collaborates with other personnel to ensure uninterrupted operational coverage. It may also serve as a training preceptor for new communications staff upon meeting internal qualification standards. POSITION DUTIES AND RESPONSIBILITIESEmergency Call Management Answer emergency and non-emergency calls for service and determine appropriate response levelReceive and triage a variety of call types, including medical emergencies, interfacility transfers, and mutual aid requestsApply MPDS (Medical Priority Dispatch System) protocols to assign priority codes and pre-arrival instructions based on IAED standardsAccurately enter and update data in the Computer Aided Dispatch (CAD) systemMaintain caller contact as necessary to ensure scene safety and information updatesUtilize agency-approved technology platforms including CAD, radio consoles, and voice recording systems to manage and document communications activityUnit Deployment and Status Control Monitor and adjust ambulance deployment using System Status Management (SSM) principlesAssign and track emergency units based on availability, location, and acuityEnsure all unit status changes (en route, on scene, clear) are updated promptly in the CAD systemCoordinate unit movements to maintain system readiness and coverageExercise sound judgment in deployment decisions within agency guidelines to prioritize life-threatening calls and maintain system balanceMonitor system efficiency and unit hour utilization (UHU) patterns and promptly notify the Communications Lieutenant of persistent inefficiencies, deployment imbalances, or operational delaysInitiate supervisory escalation in the event of protocol deviation, prolonged call processing, or system failureInteragency Coordination Maintain open communication with Field Operations personnel to support real-time deployment decisions and scene-level situational updatesCommunicate with law enforcement, fire, hospitals, and other partners to relay critical scene or patient informationMonitor regional communications channels (e.g., 800 MHz system) Relay resource requests to supervisors and activate additional resources as neededOperational Support Maintain situational awareness of system threats including severe weather, high-volume events, communication outages, or hospital diversions, and report them promptly to the Communications LieutenantDocument response exceptions and deviations from standard unit availability or coverage plans in accordance with agency protocolsNotify Communications Lieutenant and/or Field Supervisors of critical incidents, system threats, or service disruptionsParticipate in high-incident response, special event coordination, and contingency plansAssist with hospital status tracking, diversions, and ETA notificationsAdministrative and Quality Functions Log unit downtime and out-of-service events in accordance with agency documentation protocols to support operational performance analysisComplete all shift documentation accurately and on timeSupport communications quality assurance reviews as directedAttend required continuing education and maintain EMD and CPR certificationsMINIMUM REQUIREMENTS
Minimum Qualifications:
High school diploma or GEDCertified EMT in the Commonwealth of Virginia (or higher) Emergency Medical Dispatcher (EMD) certification (or obtain within 6 months)CPR certificationStrong verbal communication and multitasking skillsAbility to work under pressure in a fast-paced environmentBasic computer and typing proficiencyValid VA Driver's License Preferred Qualifications: Prior EMS, public safety, or dispatch experienceKnowledge of CAD and radio communication systemsFamiliarity with regional geography and healthcare infrastructurePHYSICAL DEMANDSMust be able to sit and or stand for long periods. Must be able to operate standard office equipmentMust be able to operate a multi-screen workstation, use radio headsets, and respond to visual and auditory alertsMust be able to lift up to at least 25 pounds independently and 150 pounds with assistanceMust have substantial movements of the body, wrists, hands, and or fingersMust be able to work in various environmental conditions as well as temperature changesRequired to have visual acuity to operate equipmentMust be able to perceive the nature of sounds at normal speaking levels with or without correction and receive detailed information through oral communicationPERFORMANCE EVALUATION The System Status Controller is evaluated bi-annually by the Communications Lieutenant or designee based on performance metrics (e.g., call answer time, dispatch accuracy, protocol compliance), communication effectiveness, and reliability during routine and high-pressure operations.
CONDITIONS OF EMPLOYMENT:
Subject to pre-employment and random drug screening, fingerprint-based background check, and physical ability testMust maintain all required licenses and certifications as a condition of continued employmentMust adhere to agency confidentiality policies and ensure security of protected health information (PHI) in compliance with applicable federal and state lawsComply with all legally mandated vaccinations and health screenings required for healthcare providers under federal, state, or local regulationsMay be required to work nights, weekends, holidays, and during emergencies Successful completion of a probationary period is required for all new hiresGENERAL POSITION PARAMETERSFull-Time, Hourly, Non-Exempt Target Pay Range: $25.00 - $28.96 per hour Rotating - 12-hour shifts, 42 Hours per week averageDays, Nights, weekends, holidays
