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, and 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 Dispatch Supervisor and in his or her absence the Director of TransCare Operations.

Strategic/Transformational Duties and Responsibilities

• Provide exceptional customer service and accurate and timely services and maintain system status control.

Transactional/Administrative Duties and Responsibilities

• Responsible for receiving and processing requests for emergency and non-emergency ambulance services.
• Process requests for medical van and wheelchair chair services as appropriate.
• 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.
• Evaluate the most efficient and effective utilization of system unit hours.
• Assist in scheduling open shifts as necessary.
• 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 the transportation of patients.
• Must maintain a 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 the 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.
• Provide exceptional customer service to both internal and external customers.
• Perform 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 the 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 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 proficiency.
• Computer skills and to multi-task effectively in a fast pace 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 the 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 9:00am - 9:00pm. 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.

Join Us!

The Crisis Center of Tampa Bay is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The Crisis Center of Tampa Bay is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. The Crisis Center of Tampa Bay will consider any equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.