911 Emergency Dispatcher Fellow at Flare Emergency Response

Job Details

The early success of this network is largely due to the heroes that use the Flare platform: medical professionals, hospitals, ambulance operators, and firefighters. These are the partners who initially inspired us to build the Flare platform, and whom we are now looking to further engage in building the emergency response of the future.

We are looking for someone who enjoys details, lives for efficiency and cannot survive without phenomenal customer care. This is an essential role for us as you will be helping to build, organize and scale our emergency dispatch call center and first responder logistics capabilities.

We are a lean team of two founders, several tech and healthcare people, and a puppy. We are growing and focused on creating a fun, solid, and passionate atmosphere in our office. You should be a team player who is ready to join a small and growing family.

Ideally, you:

• Worked for years in a 911 or 999 dispatch center somewhere in the US, Europe or Asia and are excited to bring your background and skills to Kenya. 
• Love and understand unbelievable service.  Until everyone realizes our vision of providing life-saving services, you aren’t happy. We believe only the best service is what leads to reaching our intended impact of saving lives.
• Only accept quality work from yourself and others. You enjoy MacGyvering processes, but you enjoy perfecting them even more. You take ownership of your work and pride in what you do and produce. You enjoy being critical yet tactful and helping others also produce quality work.    
• Enjoy mentoring and people management. You are helping to shape the direction of our dispatch center and should like to inspire teams and guide the direction of something new.
• This is a senior position and we need you to have at least 8 years of experience. We want to hear about other experiences where you’ve started a new business unit, team, built systems people love, managed teams and done something impressive.  

Responsibilities:

• Visualize, design and execute the future of emergency response call centers by applying international standard and also improving upon those to build ours.
• Manage the day-to-day logistics of running Flare’s current call center including the technology, processes and people who make the magic happen.
• Work with our  team of Medical Dispatchers to develop Standard Operating Procedures (SOPs) and ensure they are constantly iterated and followed.
• Work with our Medical Dispatchers to ensure excellence and consistency throughout our services and look to incorporate learnings and feedback.
• Identify ways to constantly reduce the time to care for our patients related to the triaging and dispatching of first responders.
• Seamlessly provide ideas and feedback to our tech and product teams to identify how our SOPs and various systems in the call center need to be integrated within the Flare technology.

Our Values

Unity: at Flare, we believe that we are greater than the sum of our parts. Along with our ambulance company and hospital partners, and using the Flare technology, we can effectively service the entire country, guaranteeing better response times and better coverage than any one company could ever do alone.

Integrity: we make a promise to our partners that we will always be transparent and remain committed to growing their businesses alongside ours.

Excellence: at Flare we aim to make quality emergency care universal. We’ve made a lot of progress, but it will take grit, creativity, and an ongoing commitment to being better than yesterday - as individuals, as a team, and as a greater network of emergency response.

Speed: in an emergency, every minute matters. It can save your life. We value speed in first response as much as in our day to day work.