Emergency Medical Dispatcher (911 Call Taker) at Action Ambulance Service Inc – Wilmington, Massachusetts

Job Title: Emergency Medical Dispatcher (911 Call Taker)

Location: Wilmington, MA
Job Type: Full-Time / Part-Time

About Us
We are a customer-focused EMS organization dedicated to delivering high-quality care from the very first point of contact. Our dispatch team plays a critical role in saving lives by providing calm, accurate, and compassionate support to callers during emergencies. We pride ourselves on a culture built around exceptional customer service, teamwork, and valuing every employee’s voice.

Position Overview
As an Emergency Medical Dispatcher, you will be the first point of contact for 911 callers seeking medical assistance. You will gather critical information, prioritize calls, and provide clear pre-arrival instructions to help callers manage emergencies until EMS units arrive.

This role requires strong communication skills, the ability to stay calm under pressure, and a commitment to delivering answers and reassurance on the first call whenever possible.

Key Responsibilities

• Deliver excellent customer service, ensuring callers feel heard, supported, and informed
• Work collaboratively with team members and support a positive workplace culture
• Answer incoming 911 emergency and non-emergency calls promptly and professionally
• Obtain accurate and essential information from callers
• Dispatch EMS units efficiently and effectively
• Maintain clear and continuous communication with field personnel
• Document all calls accurately and thoroughly

What We Value

• Customer-First Mindset: We strive to provide clear answers and support on the first call
• Compassion: Every caller is treated with empathy and respect
• Team Appreciation: We recognize and value the contributions of every colleague
• Open Communication: We actively listen to employee feedback and encourage ideas for improvement

Qualifications

• Required availability includes overnights, weekends, and holidays. Shifts are 12 and 16 hours
• High school diploma or equivalent (required)
• Strong verbal communication and active listening skills
• Ability to multitask in a fast-paced, high-stress environment
• Basic computer proficiency
• Reliable transportation

Why Join Us?

• Supportive team environment that values your voice
• Opportunities for growth and advancement focused on your goals
• Ongoing training and professional development
• A meaningful career where you make a difference every day