Job purpose

Provides 24/7 operator coverage for the Medical Center Emergency Dispatch and Communication Center for Walter Reed National Military Medical Center (WRNMMC) in Bethesda, MD. This work will require a knowledge of facility layout, emergency procedures, strategies, and operations. Work is spot checked and evaluated through observance of performance during emergency situations and review of work performed by government employees

Duties and responsibilities

· Provides emergency communication reception and dispatching services.

• Determines the nature of the emergency in accordance with established guidelines.
• Determines the response and services to be rendered based upon the emergency call received and dispatches the correct emergency team based upon the information received.
• Maintains constant liaison with the scene of the emergency to include; fire officials, police, Command Duty Officer, and any other unit control centers involved with the emergency until official termination of the incident.
• During periods of multiple emergencies, uses independent judgment to determine which calls need immediate attention. Additionally, prioritizes multiple emergency and non- emergency calls to determine appropriate response levels based on the needs of the caller.
• Monitors various emergency radios including police, fire, and mutual aid frequencies.
• Provides information to senior officials as requested. Conducts follow-up inquiries to track action being taken within the hospital.
• Coordinates with military and civilian agencies in response to aid requests in accordance with locally established protocols.
• Conducts daily pager tests at required intervals, ensuring proper response times. In the event a pager is not functional, will coordinate with the duty provider and Information Technology Department to repair or replace telecommunication equipment.
• Maintains an activity log of all significant daily events, emergencies, processes, or notifications received through the communication center. Maintains an electronic daily activity log of all activities according to locally established protocols. Takes necessary measures to ensure information contained in each data entry is accurate and provides a clear picture of emergency and daily activities of the dispatch center.

        · Maintains maps, checklists, online data logs, and charts. Maintains checklists and is fully proficient in the use of these checklists during emergency operations.

• Provides input to the supervisor regarding maintenance and updating of checklists. Maintains on and off base maps and other visual aids frequently utilized as quick information references for responding emergency personnel.
• Operates and maintains telephones, radios, automated data processing equipment, printers, and other devices installed in the dispatch center. Monitors radio and telephone communications with police, fire, and hospital units during emergencies. Refers non- emergency callers to appropriate agencies as needed.
• Receives, relays, and transfers phone calls and documents messages. Operates Hospital Code Alarm system. Receives and processes all significant information received in accordance with established protocols. Operates WRNMMC paging system to make announcements.
• Prepares and maintains reports and records relating to emergency responses. Prepares an incident report for the locally utilized database management system, using correct codes and categories in the preparation of the report in accordance with locally established guidelines. Provides statistical data to supervisors. Compiles, collates, and verifies emergency and non-emergency response data generated by or processed through the communications center and enters appropriate information into the local reporting systems

• Other duties as assigned

Qualifications and Requirements

• High School Diploma (College Degree preferred).

• Knowledge of standardized computer operations.
• Knowledge of the logs, reports, and filing procedures to perform necessary operator logging and documentation.
• Knowledge and skill to coordinate the work of the E-911 center with installation-wide emergency services and other offices having a relationship.
• Knowledge of basic emergency medical techniques and procedures sufficient to relay appropriate information to callers and emergency response teams.
• Ability to analyze information given over the telephone in emergency situations.
• Ability to communicate and interact orally with a variety of individuals in emergency situations.
• Plus, one (1) year of responsible work experience as an emergency or non-emergency dispatcher/call center operator, public safety officer, security, military or healthcare services, or relevant work experience using two-radio communication

Working conditions

This is a 24/7 365 days a year effort. Primary operating hours for Walter Reed National Military Medical Center are 7:30-4:00. This contract requires 3 eight hour shifts per day, 7 days a week. Employees will be rotated on 8 hour shift schedules.

Physical requirements

Normal office environment mobility; sitting, walking, bending, stooping, standing, lifting a maximum of 25 pounds (greater than 25 pounds requires a two-person lift), turning, pushing. Normal office dexterity, to include; reaching, handling, grasping, to include typing/keyboard, and phone use.