Dispatcher/Communications Specialist, Communications Center

Administrative/Clerical Worcester, Massachusetts


Position at UMass Memorial Medical Center

Everyone Is a Caregiver.

At UMass Memorial Health Care, Everyone is a Caregiver regardless of title. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health care system of Central and Western Massachusetts, and a place where we can help you build the career you deserve. We are more than 14,000 employees, working together as one health care system. And everyone, in their own unique way, plays an important part, everyday.

Requisition #: 221036

Title: Dispatcher, Communication Specialist

Department: EMS Dispatch

Grade: ADM8

Posting Date: November 10, 2021

Status: Non-Exempt

Shift: Mixed Shifts / Per Diem

Union:  Non-Union

Hours: As Needed / Per Diem

Shift Length: 12 hours

Location: UMass Memorial Medical Center - University Campus

Position Summary:

Provides emergency communications and emergency medical dispatch instruction in accordance with all required protocols for E-911 for the City of Worcester, Towns of Shrewsbury, Westborough, and Leicester, as well as dispatching and flight coordination for UMass Memorial Life Flight, as well as other aeromedical programs who may require communications assistance. 

Major Responsibilities:

  • Receives E-911 calls for the City of Worcester, and the Towns of Shrewsbury, Westborough, and Leicester. Verifies caller address and call back number and provides emergency medical dispatch instruction to all E-911 callers in a timely fashion. Dispatches the closest emergency ambulance to the caller’s location. Enters all calls and times into the Computer Aided Dispatch Program. Triages simultaneous calls to the appropriate services as directed.
  • Coordinates the appropriate first responder, such as Worcester/Shrewsbury Police or Fire, to allow for the most effective and efficient response to an emergency in the City of Worcester.
  • Receives requests and dispatches emergency helicopters. Gathers pertinent patient information. Establishes helicopter landing zones. Develops landing zone latitude/longitude using computer mapping program and relays to the flight crew. Develops flight plans for all flights. Ensures of a safe landing zone prior to the aircraft arrival. Coordinates all ground transportation of a patient to and from the helicopters. Reads aviation weather forecasts as requested by the pilot on duty.
  • Obtains and verifies acceptance of all helicopter patients to the receiving hospital. Performs conference call with the sending agency’s physician and a UMass Memorial accepting physician gathering patient information during the call for the flight crew.
  • Enters all calls into a helicopter computer aided dispatch program. Monitors aircraft by obtaining latitude and longitude and plot this information to an aviation sectional map. 

Position Qualifications:



  • High school graduate.
  • Massachusetts certified EMT-Basic.
  • CPR and First Aid certification required.


  • Emergency Medical Dispatch/Pre-arrival Instruction Certificate from the International Academies of Emergency Dispatch preferred.
  • EMT experience preferred.



  • 1-year emergency medical dispatch experience.
  • Must have exceptional customer service skills which include strong interpersonal and communication skills.
  • Must be able to function independently, prioritizing workload while dealing with stressful situations.
  • Must be able to interact with all levels of personnel from physician to patient. Must have computer proficiency.
  • Must have thorough knowledge of hospital and interdepartmental functions.


  • Enhanced E-911 certificate from the Massachusetts Statewide Emergency. Telecommunications board is preferred.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Standards of Respect: