POSITION SUMMARY

The 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 RESPONSIBILITIES

Emergency Call Management

Answer emergency and non-emergency calls for service and determine appropriate response level
Receive and triage a variety of call types, including medical emergencies, interfacility transfers, and mutual aid requests
Apply MPDS (Medical Priority Dispatch System) protocols to assign priority codes and pre-arrival instructions based on IAED standards
Accurately enter and update data in the Computer Aided Dispatch (CAD) system
Maintain caller contact as necessary to ensure scene safety and information updates
Utilize agency-approved technology platforms including CAD, radio consoles, and voice recording systems to manage and document communications activity

Unit Deployment and Status Control

Monitor and adjust ambulance deployment using System Status Management (SSM) principles
Assign and track emergency units based on availability, location, and acuity
Ensure all unit status changes (en route, on scene, clear) are updated promptly in the CAD system
Coordinate unit movements to maintain system readiness and coverage
Exercise sound judgment in deployment decisions within agency guidelines to prioritize life-threatening calls and maintain system balance
Monitor system efficiency and unit hour utilization (UHU) patterns and promptly notify the Communications Lieutenant of persistent inefficiencies, deployment imbalances, or operational delays
Initiate supervisory escalation in the event of protocol deviation, prolonged call processing, or system failure

Interagency Coordination

Maintain open communication with Field Operations personnel to support real-time deployment decisions and scene-level situational updates
Communicate with law enforcement, fire, hospitals, and other partners to relay critical scene or patient information
Monitor regional communications channels (e.g., 800 MHz system)
Relay resource requests to supervisors and activate additional resources as needed

Operational 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 Lieutenant
Document response exceptions and deviations from standard unit availability or coverage plans in accordance with agency protocols
Notify Communications Lieutenant and/or Field Supervisors of critical incidents, system threats, or service disruptions
Participate in high-incident response, special event coordination, and contingency plans
Assist with hospital status tracking, diversions, and ETA notifications

Administrative and Quality Functions

Log unit downtime and out-of-service events in accordance with agency documentation protocols to support operational performance analysis
Complete all shift documentation accurately and on time
Support communications quality assurance reviews as directed
Attend required continuing education and maintain EMD and CPR certifications

MINIMUM REQUIREMENTS

Minimum Qualifications:

High school diploma or GED
Certified EMT in the Commonwealth of Virginia (or higher)
Emergency Medical Dispatcher (EMD) certification (or obtain within 6 months)
CPR certification
Strong verbal communication and multitasking skills
Ability to work under pressure in a fast-paced environment
Basic computer and typing proficiency
Valid VA Driver’s License

Preferred Qualifications:

Prior EMS, public safety, or dispatch experience
Knowledge of CAD and radio communication systems
Familiarity with regional geography and healthcare infrastructure

PHYSICAL DEMANDS

Must be able to sit and or stand for long periods.
Must be able to operate standard office equipment
Must be able to operate a multi-screen workstation, use radio headsets, and respond to visual and auditory alerts
Must be able to lift up to at least 25 pounds independently and 150 pounds with assistance
Must have substantial movements of the body, wrists, hands, and or fingers
Must be able to work in various environmental conditions as well as temperature changes
Required to have visual acuity to operate equipment
Must be able to perceive the nature of sounds at normal speaking levels with or without correction and receive detailed information through oral communication

PERFORMANCE 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 test
Must maintain all required licenses and certifications as a condition of continued employment
Must adhere to agency confidentiality policies and ensure security of protected health information (PHI) in compliance with applicable federal and state laws
Comply with all legally mandated vaccinations and health screenings required for healthcare providers under federal, state, or local regulations
May be required to work nights, weekends, holidays, and during emergencies
Successful completion of a probationary period is required for all new hires

GENERAL POSITION PARAMETERS

Full-Time, Hourly, Non-Exempt
- Target Pay Range: $25.00 - $28.96 per hour
Rotating - 12-hour shifts, 42 Hours per week average
Days, Nights, weekends, holidays