Job Description

Mountain DispatcherThe Highlands is looking for a Mountain Dispatcher, the team member works as part of a team that manages on-hill risk, executes mountain rescues, responds to medical emergencies, and provides a safe and welcoming environment to the public. Facilitates communication, resource management, recordkeeping, and data reporting for the team. Provides basic administration support such as document review, data entry, and filing in a fast-paced, multi-tasking environment. Exercises sound judgment while executing the functions of the position. Maintains accurate, complete, and legally defensible dispatch records and incident documentation.ResponsibilitiesFacilitates emergency and non-emergency communications: Uses phones and radios to transmit and receive operational and emergency informationHandles and prioritizes multiple simultaneous communication demandsSwitches between tasks quickly and effectively while maintaining composureRelays information promptly and clearly to the First-Aid Room personnel or another team leader on dutyRequests and communicates with EMS and other outside agenciesRoutes wrong-number callers to the correct destinationObtains, verifies, and relays critical operational and emergency information accurately and promptly.Prioritizes competing operational and emergency incidents using established department protocols.Maintains situational awareness of ongoing mountain operations and emergency activities.Completes dispatch records accurately, thoroughly, and in a timely manner.Protect confidential medical, personnel, operational, and guest information consistent with department policies and applicable regulations.Uses dispatch software, radio systems, Microsoft Office applications, and other department technology systems effectively.Communicates professionally and effectively with guests, coworkers, vendors, and community members Works to find answers to all guests' questionsRequests assistance with difficult interactionsWorks as an effective and professional part of a team; contributes positive and respectful energy to the group dynamicAssists with daily paperwork for completeness Reviews daily paperwork for completenessOrganizes and files daily paperworkRuns pre-defined reports from the dispatch systemConstructs timelines and other additional documentation as neededEnsures dispatch office is clean and well-stocked; assists with keeping the first-aid room clean and stockedEnsures their own personal hygiene is maintained consistent with the medical and professional environmentAssists with minor administrative projects as directedRecognizes the effects of critical incidents and cumulative stress on first responders, participates in open discussions following significant incidents, watches for signs of stress, burnout, or critical incident stress among coworkers, and helps connect team members with appropriate support resources.Proactively participates in Continuous Quality Improvement efforts Openly and honestly debriefs significant incidents in a group setting, sharing areas of success and ideas for possible improvementsInvites and receives feedback professionallyReports safety and quality concerns immediately and discreetlyDevelops and maintains a thorough knowledge of the mountain and other resort departments and operations Knows the trail map and current trail statusKnows the location of all Patrol resourcesEstablishes and maintains cooperative working relationships with members of other departments and develops an understanding of their processesFamiliar with major buildings and structures as well as overall resort property layoutStrives to develop an understanding of the internal layout of all major buildingsPromptly report any department needs of issues to a team leaderFollows policies and procedures set within the Ski Patrol SOP's Patrol Handbook, and the Highlands Team Member HandbookAssists in guiding and teaching less-experienced staff in all the aboveQualificationsRequired:High school diploma or equivalentExcellent verbal and written communication skillsAbility to remain calm and focused under pressureStrong organizational skills and attention to detailProficient with computers and ability to learn dispatch software systemsAbility to multitask and prioritize in a fast-paced environmentProfessional demeanor and strong customer service orientationAvailability to work weekends, holidays, and varying shiftsPreferred:Experience working in a multi-tasking environment with telephones, radios, and computersExperience working in the customer service or hospitality industryExperience in healthcare, especially in emergency settingWithin the first 2 seasons, attains and maintains current Outdoor Emergency Care (OEC) certification (Required for non-essential functions)Experience working in a multi-tasking environment with telephones, radios, and computersExperience working as a Ski PatrollerExperience working in the customer service or hospitality industryExperience in healthcare, especially in emergency settingHolds EMT, WFR, OEC certification or greater at time of hire. Within the first 2 seasons, attains and maintains current Outdoor Emergency Care (OEC) certification (Required for non-essential functions) Pleasant Mountain Ski Resort

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