Rescue.co is a rapidly growing tech startup revolutionizing emergency response.
Our 24/7 Dispatch Center serves millions of Kenyans, while our platform powers Emergency Medical Service apps.
Our vision?
Emergency help is minutes away, anytime, anywhere.
In the past five years, we've built a lifesaving platform and the largest ambulance and responder network in East Africa.
Our platform has slashed response times by over 80%, saving countless lives.
Now, we're expanding and seeking dedicated team members to steer this next phase of growth.
If you're passionate, hardworking, and ready to make a difference, join us!
We're a diverse team of over 52 specialists in business, operations, software engineering, and emergency dispatch, based in Nairobi but reaching across Kenya and beyond.
Focused on achieving goals, we're always refining our tech and operations, guided by values like agility, grit, and innovation.
If you're passionate about making a difference during crises and can stay calm under pressure, we want you.
We value teamwork, multitasking, attention to detail, and a love for new technology.
Ready to bring your best to work every day, grow your career, and make a real impact?
Come join us.
Our Values: Consistency: We maintain high standards in everything we do.
Design with EQ: We create with empathy, focusing on human needs.
Always Questioning: We encourage curiosity and continuous improvement.
Alignment: We work together towards common goals.
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: 1.
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.
2.
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.
3.
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.
4.
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: 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.
Work Environment The Shift Lead will work in a high-pressure, fast-paced environment that requires swift decision-making and adaptability.
They should be prepared to handle emergencies, provide leadership, and ensure smooth operational transitions between shifts.
This role is critical in maintaining Rescue.co's commitment to delivering exceptional service and operational excellence.
The Shift Lead will play a pivotal part in achieving organizational goals while fostering a collaborative and high-performing team culture.
Benefits To ensure you bring your 100% self to work, we are happy to share with you what we are offering once you choose to join us at Rescue: A chance to make an impact in a mission-driven organization. A fun work environment in our Nairobi office Paid Time Off Comprehensive Healthcare for you and your family Ambulance cover and roadside assistance by rescue.co Life Insurance How to Apply Join us in our mission to serve and uplift our community.
Apply now, and let's make a positive impact together! P.S.
While we're eager to learn about your experience, please submit your impressive journey in a one-page PDF CV.
This helps us get started more quickly.
At Rescue.co, we believe in the power of authenticity.
We value you for who you are, regardless of your gender, age, ethnicity, race, sexual orientation, religion, veteran/military status, disability, or any other characteristic protected by local laws and regulations.
Bring your true self to work!