at Bennington Rescue in Bennington, Vermont, United States
Job Description
Job summary:
The MCS2 is a supplemental job description for a Medical Coordination Center Team Lead. This position provides frontline assistance and oversight for other MCC team members. The MCS2 carries the title of Communications Lieutenant.
Responsibilities:
- Provide day-to-day leadership, guidance, and support to Medical Coordination Center team members during assigned shifts.
- Serve as the primary resource and escalation point for MCS1s regarding operational issues, complex transportation requests, and dispatch-related concerns.
- Monitor operational workflow, call volume, resource utilization, and staffing levels to ensure efficient and effective service delivery.
- Assist with orientation, onboarding, training, and field training activities for newly assigned personnel.
- Provide coaching, mentoring, and constructive feedback to team members to support professional development and performance improvement.
- Promote adherence to organizational policies, operational procedures, communication standards, and customer service expectations.
- Monitor team performance and communications activities for quality assurance, documentation accuracy, and protocol compliance.
- Identify operational challenges and recommend process improvements to enhance efficiency, safety, and service quality.
- Coordinate responses to high-volume periods, unusual events, resource shortages, and system disruptions while maintaining continuity of operations.
- Facilitate effective communication between Medical Coordination Center personnel, field providers, healthcare facilities, partner agencies, and organizational leadership.
- Assist in resolving customer service concerns, service recovery issues, and operational complaints in a professional and timely manner.
- Participate in quality improvement initiatives, audits, after-action reviews, and operational performance evaluations.
- Assist with data collection, report preparation, and performance metric tracking as requested by supervisory personnel.
- Conduct shift briefings and communicate operational updates, policy changes, and important organizational information to staff.
- Serve as the acting shift supervisor or designee when assigned and within the scope of authority established by organizational policy.
- Foster a positive, professional, collaborative work environment that supports teamwork, accountability, and organizational values.
- Demonstrate leadership through example by maintaining high standards of professionalism, reliability, communication, and customer service.
- Perform other duties as assigned to support the mission and objectives of the Medical Coordination Center, EMS, MIH, and other public safety & healthcare partners.
