Dispatch Shift Lead at Flare Emergency Response

Flare was born from the recognized need of private and public providers to better serve their consituencies. In areas underserved by public emergency infastructure, Flare tools help you provide the best care most efficiently.

 

Dispatch Shift Lead

  • Job TypeFull Time
  • QualificationBA/BSc/HND , Diploma
  • Experience
  • LocationNairobi
  • Job FieldMedical / Healthcare 

About the role:

The Shift Lead is responsible for managing dispatch operations during their assigned shifts, ensuring high performance across key metrics, seamless team coordination, and effective communication with all stakeholders. This role demands a proactive approach to maintaining operational excellence, managing team dynamics, and driving continuous improvement to meet and exceed performance expectations.

This is what you will do: 

Maintain a High Dispatch Performance

  • Monitor and ensure the team’s performance score remains at or above:
    • 90% for experienced dispatchers.
    • 85% for EDAPers up to Q1 2025, transitioning to 90% thereafter.
  • Conduct real-time performance reviews and provide actionable feedback to maintain and improve scores.
  • Identify and address performance gaps promptly, offering training or coaching as needed.

Leverage Use of Systems

  • Ensure the Shift Handover Document is fully completed via Flare Dispatch (FD) at the end of each shift.
  • Communicate all critical escalations to the Dispatch Manager—East Africa in real time and shift challenges within 1 hour of the end of the shift.
  • Monitor system usage and ensure all documentation and updates are accurate and timely.

Partner/Client/Team Communication

  • Respond to all queries and concerns from phone, WhatsApp, email, and Slack within 15 minutes.
  • Maintain professional and clear communication channels with all stakeholders to resolve issues efficiently.
  • Escalate unresolved or critical issues promptly to the appropriate manager or department.

Prepare Shift Schedule and Ensure Full Coverage

  • Develop and manage shift schedules on Humanity to achieve 100% shift coverage (4 dispatchers per shift).
  • Proactively address and resolve staffing gaps within 12 hours.
  • Monitor and encourage punctuality among dispatchers, tracking and addressing tardiness as necessary.
  • Maintain a dispatcher satisfaction score of 90%+ for shift scheduling.

Performance Metrics (KPIs)

Dispatch Performance

  • Below Expectations: < 90% (below 4/5)
  • Meets Expectations: 90% - 95% (4 - 4.5/5)
  • Exceeds Expectations: > 95% (> 4.5/5)

System and Documentation Compliance

  • 100% completion of the shift handover document.
  • All critical escalations communicated within the 1-hour window.

Communication Responsiveness

  • Response time for queries: 15 minutes or less.

Shift Management

  • 100% shift coverage with no gaps longer than 24 hours.
  • Dispatcher satisfaction score: 90%+ for shift scheduling.

Requirements

  • A Bachelor's degree or Diploma in a relevant medical field is required, with preference given to candidates with a background in Paramedicine, Emergency Medicine, Nursing, and Clinical Medicine.
  • Proven experience in dispatch operations, emergency response, or a related field.
  • Strong organizational and time-management skills.
  • Excellent communication skills, both verbal and written.
  • Proficient in using dispatch software, scheduling tools (e.g., Humanity), and communication platforms (WhatsApp, Slack, email).
  • Ability to lead and motivate a team in a dynamic, fast-paced environment.
  • Detail-oriented with a commitment to operational excellence.
  • Fluency in English; proficiency in Swahili or other regional languages is a plus.

Method of Application

Interested and qualified? Go to Flare Emergency Response on jobs.workable.com to apply

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