Communications Specialists

Communications specialists are often the first people with whom the refer­ring provider has contact, so a professional and service-oriented demeanor is essential. They must be skilled at managing multiple tasks under stressful circumstances.

It is recommended that the communications specialist have experience in EMS or in a hospital setting. Although it is an expensive option, staffing RNs to dispatch critical care transport teams is an effective way to obtain comprehensive patient assessments from referral facilities that are often adult facilities not familiar with disease management modalities of the neonatal and pediatric population. RNs are then able to elevate the urgency of a trans­port on the basis of recognition of a potentially life-threatening condition. RNs can also expedite flow of medical information between referring and receiving physicians and transport nurses. Familiarity with dispatch proce­dures, radio communications, and computer data entry are also important considerations when hiring a communication specialist. Excellent verbal and listening skills and are required. A working knowledge of medical terminol­ogy, if not a nurse, is highly desired.

Figure 5.1: Job Description: Transport Team Dispatcher

JOB TITLE: Transport Services Dispatcher

DEPARTMENT: Critical Care Transport

SUPERVISOR:

SALARY GRADE/JOB CODE:

EXEMPT/NONEXEMPT: Nonexempt

General Summary

As an integral part of the emergency transport system, ensures and participates in coordinating the timely and efficient management of patient transports. Enters information into department databases as necessary.

The incumbent works alone and must possess and demonstrate, at all times, ability to make sound judg­ment with life-support alarms, ability to be versatile to handle multiple crises at once, and ability to maintain composure, and must possess good communication and customer service skills.

Principal Duties and Responsibilities

1. Receives and triages calls as a member of a 24-hour transport communications center. Obtains information from caller required to assess urgency of request and initiate appropriate response.

2. Enters all appropriate information into department databases as necessary.

3. Coordinates community outreach.

4. Assists in orienting and training new staff.

5. Keeps work area neat and orderly and free of fire and safety hazards.

6. Furthers knowledge and skills through attendance and participation at conferences, seminars, and in-service and continuing education programs.

7. Performs other related duties as assigned or requested.

Minimum Knowledge and Skills Required by the Job

1. Work requires a high school level of educational development and at least 1 to 2 years of previous experi­ence, preferably in dispatch operations.

2. Work requires the analytical skills to gather and interpret data in situations in which the information or problems are relatively routine.

3. Strong computer skills preferred.

Certification, Registration, or Licensure Required by the Job

Physical Requirements of the Job

1. Must be able to sit for extended hours.

2. Work requires occasionally stooping and bending.

3. Work requires regularly reaching and grasping objects below shoulder level, frequently reaching and grasp­ing objects at shoulder level, and regularly grasping and fine manipulation with hands.

4. Work requires regularly proofreading and checking documents for accuracy and inputting/retrieving words or data into or from an automated/computer system.

5. Must be able to hear conversations and speak clearly.

Figure 5.1: Job Description: Transport Team Dispatcher, continued

Bloodborne Pathogen Category

No Potential Exposure: Job requires performance of duties that involve no potential for exposure to blood, body fluids, or tissues. Tasks that do involve exposure are not an expectation of employment.

Job Document Attributes

Revision Notes

Document actions taken when reviewed or revised.

Figure 5.2: Transport Team Dispatcher Performance Evaluation

Employee Performance Evaluation Form

EMPLOYEE NAME:

DEPARTMENT: Critical Care Transport

JOB TITLE: Transport Services Dispatcher

PERFORMANCE PERIOD:

Policy, Procedure, and Work Rule Compliance

Please mark each statement where the employee has complied with hospital and departmental policies, procedures, and standards of conduct.

Always conforms to hospital's standard of conduct as detailed in the hospital's personnel policy manual. Adheres to ethical and legal standards of practice.

? Complies with position-specific work schedule, arrives at work on time, starts promptly, works scheduled hours.

? Uses earned time per departmental and hospital policy; requests time off in advance; calls supervisor to explain unscheduled absence in a timely manner as defined in the departmental policies.

? Always complies with all job-specific safety and infection control standards. Follows departmental/hospital universal precaution and infection control policies and procedures.

? Displays hospital identification badge at all times while on hospital premises. Dresses appropriately for work assigned.

? Always treats patients, coworkers, and staff with dignity, courtesy, and respect.

? Follows departmental/hospital policies and practices to protect patient and employee confidentiality.

Figure 5.2: Transport Team Dispatcher Performance Evaluation, continued

Employee Performance Evaluation Form, continued

? Complies with and enforces hospital's visitation policy.

? Complies with hospital procedures for responding to and reporting incidents involving patient or personal injury. Reports work-related injuries immediately to supervisor.

? Attends safety training sessions and/or reviews manuals for fire and disaster procedures provided by the hospital annually. Knows fire and emergency procedures for the area. Follows departmental/hospital pro­cedures regarding handling and disposal of infectious and/or hazardous materials. Completes mandatory annual review documentation.

? Completes Human Resources and Employee Health requirements.

? Completes required training.

? Maintains up-to-date licensure/certification/registration/visa in departmental file.

Comments

Employee Self-Evaluation

If applicable, please attach the employee's self-evaluation and make any comments about this self-evaluation here.

Goals, Objectives, and/or Accomplishments

If applicable, please attach the employee's goals, objectives, and/or accomplishments for the past and upcoming year and make any comments about these goals here.

Principal Duty and Responsibility

Receives and triages calls as a member of a 24-hour transport communications center. Obtains information from caller required to assess urgency of request and initiate appropriate response.

Performance Standards

1. Receives incoming calls, and arranges for immediate and scheduled transfers.

2. Receives calls from an outlying institution requesting patient transport, and triages the call to the appointed medical control physician and transport nurses (if applicable).

3. Coordinates patient placement with bed control nurse.

4. Obtains patient demographics (name, diagnosis, and name of hospital, location within hospital).

5. Notifies ambulance company and/or drivers.

6. Calls referring hospitals with expected time of arrival and updates if known deviation is greater than 5 minutes.

7. Maintains immediate contact capability with team, referring or receiving hospital.

8. Contacts consultants if requested.

9. Monitors other radio frequencies (helicopter, fire rescue, 911).

10. Participates in debriefs for patient transports.

11. Acts as trouble-shooter for the transport communication system equipment.

12. Coordinates information among ambulance, helicopters, fixed-wing service, referring hospitals, and receiv­ing hospital personnel for expedient and efficient transports.

13. Maintains up-to-date information on bed availability, physician and team member's coverage, and contact numbers.

Figure 5.2: Transport Team Dispatcher Performance Evaluation, continued

Employee Performance Evaluation Form, continued

Rating

[ ] Exceeds job performance standards

[ ] Meets job performance standards

[ ] Does not meet job performance standards

Comments

Principal Duty and Responsibility

Enters all appropriate information into department databases as necessary.

Performance Standards

1.

2. Generates statistical reports from computer programs.

Rating

[ ] Exceeds job performance standards

[ ] Meets job performance standards

[ ] Does not meet job performance standards

Comments

Principal Duty and Responsibility

Coordinates community outreach.

Performance Standards

1. Ensures that form letter to referring physician is sent within 2 days.

Rating

[ ] Exceeds job performance standards

[ ] Meets job performance standards

[ ] Does not meet job performance standards

Comments

Not a responsibility at this time

Principal Duty and Responsibility

Assists in orienting and training new staff.

Performance Standards

1. Effectively assists in the training of new staff, following departmental policies and procedures.

2. Maintains accurate and thorough documentation of skill levels and makes appropriate suggestions for progression.

Rating

[ ] Exceeds job performance standards

[ ] Meets job performance standards

[ ] Does not meet job performance standards

Figure 5.2: Transport Team Dispatcher Performance Evaluation, continued

Employee Performance Evaluation Form, continued

Comments

Principal Duty and Responsibility

Keeps work area neat and orderly and free of fire and safety hazards.

Performance Standards

1. Work area is left clean, neat, and orderly at end of shift.

2. Doorways are not blocked, and fire and safety hazards are reported to the appropriate person.

Rating

[ ] Exceeds job performance standards

[ ] Meets job performance standards

[ ] Does not meet job performance standards

Comments

Principal Duty and Responsibility

Furthers knowledge and skills through attendance and participation at conferences, seminars, and in-service and continuing education programs.

Performance Standards

1. Pursues opportunities to advance knowledge of materials management through attendance at relevant programs, seminars, or academic course work.

2. Regularly attends department-specific in-service programs as offered.

3. Identifies when help or instruction is required, and seeks it appropriately.

Rating

[ ] Exceeds job performance standards

[ ] Meets job performance standards

[ ] Does not meet job performance standards

Comments

Principal Duty and Responsibility

Performs other related duties as assigned or requested.

Performance Standards

1. Demonstrates ability to complete additional tasks in a timely manner.

2. Responds quickly to situational or assignment changes.

3. Demonstrates flexibility and adaptability in work assignment.

4. Identifies and suggests areas of opportunity for quality improvement.

Figure 5.2: Transport Team Dispatcher Performance Evaluation, continued

Employee Performance Evaluation Form, continued

Rating

[ ] Exceeds job performance standards

[ ] Meets job performance standards

[ ] Does not meet job performance standards

Comments

Employee Development

(In completing this section, the evaluator should review information from the department's continuous improve­ment activities.)

In what ways would you suggest the employee could improve and/or enhance his/her performance?

Agreed-upon action for improving and/or enhancing performance:

What job knowledge/skills might you suggest the employee acquire or further develop to improve his/her per­formance and/or prepare for changes in the patient population and/or other career opportunities?

Agreed-upon action plan for acquiring and/or further developing job knowledge and/or skills:

Performance Summary

Overall Performance Summary

[ ] Exceeds job performance standards. Performance that exceeds performance standards for assigned job duties or responsibilities. This is a level infrequently achieved even by very experienced incumbents.

[ ] Meets job performance standards. Performance that is consistently strong in all job duties. The incumbent makes a contribution to the hospital that demonstrates a commitment to patient care, support services, o research.

[ ] Does not meet job performance standards. Performance that does not meet standards for one or more job duties. A performance improvement agreement is necessary, or if performance is significantly below stan­dard, disruptive, or inhibiting the unit's productivity, immediate disciplinary action may be necessary.

[ ] Deferred Overall Rating/Merit Increase. Performance that needs improvement in some responsibility areas. No merit increase will be given at this time. Areas that do not meet standards are documented in this review, as well as expectations and plans for performance improvement. Performance will be reviewed again on___________________ (date within the next 6 months), and merit increase may be given at that

time if performance has improved and meets standards. The merit increase will not be retroactive.

Employee Comments and Signature

Do you feel your job description is still current? Yes_________ No_________

If no, indicate below what changes you feel need to be made.

Have your questions about career opportunities been answered? Yes No

If no, indicate below what opportunities you would like to know more about.

Figure 5.2: Transport Team Dispatcher Performance Evaluation, continued

Employee Performance Evaluation Form, continued

Confidentiality Statement

In signing your employee evaluation form, you are indicating that you have received and understand your evalu­ation. In addition, your signature indicates that you understand and agree with the following statement:

I understand that in the performance of my duties as an employee of the Hospital, I may have access to and work with confidential information such as

a. Patient medical, social, financial, and demographic information.

b. Sensitive and personal information of or about employees, including medical and personnel information, private correspondence, etc.

c. Hospital business information, such as financial and payer information, strategic planning, fundraising and reporting information, and internal memoranda.

d. Research information, including information describing or relating to inventions and discoveries.

e. Information concerning outside companies with which the Hospital does business, including data the Hospital is contractually obligated to keep confidential.

I understand that I must maintain the confidentiality of these data at all times, both at work and off duty. I will access, use, and disclose such information only in accordance with Hospital policies related to privacy and the scope of my job and recognize my responsibility to become familiar with those policies. I understand that a violation of these confidentiality considerations may result in disciplinary action, including termination. I further understand that I could be subject to legal action.

In addition I acknowledge that the Hospital policy states that Hospital computer resources may be used only for clinical, research, and other legitimate Hospital purposes and only in a responsible, ethical, professional, and courteous manner. I have read and agree to comply with the Guidelines for Ethical Use of Computers and Computer Information. These guidelines describe requirements and obligations of accessing and using Hospital computer resources, accessing sensitive or confidential information stored on Hospital computer resources, and the copying and use of software.

I certify by my signature below that I have read and understood the above statements concerning privacy, con­fidentiality, and information access at the Hospital. My supervisor has discussed the contents of my evaluation with me. I understand that this form will be filed in my personnel file and that I may have a copy of it.

The communications specialist is responsible for coordination of all aspects of the emergency transport process. Specific duties of communica­tions specialists include the following:

• Initial point of contact with referring providers and facilitation of prompt access to the medical control physician (MCP)

• Appropriate documentation of all incoming and outgoing information

• Team notification; ground or flight service dispatch; updates on team status for the referring and receiving facilities; facilitation of the accep­tance and admission process; contact with security or public safety per­sonnel; and for some programs, coordination with discharge planners and/or third-party payers

• For flight services, coordination of landing zones, flight position monitor­ing, weather reports and advisories, and communication with law enforce­ment, air traffic control, and other aeromedical programs

• Maintenance of logs for all transport requests, referrals, and missed or cancelled transports

• Maintenance of logs for equipment and vehicle tracking when in and out of service

• Input of demographic and transport-related data into the program's database

• Monitoring and maintenance of communications center equipment

• Attendance at safety and staff meetings

• Maintenance of on-call schedules and contact information for clinical services, MCPs, and transport team staff

• Monitoring of neonatal and pediatric intensive care bed availability and trauma center status internally and for other area institutions

• Consultation with transport program leadership for unusual circumstances or critical incidents

• Demonstration of exceptional customer service skills