Communications Manager

Communications Manager

Under the supervision of the Director of Operations, the Communications Manager will oversee all daily operations and personnel within the communications center.

The Communications Manager will work closely with the Director of Operations to formulate efficient deployment strategies, ensure that contractual obligations are being met within the appropriate compliance standards and present detailed reports to leadership teams of all contracted facilities.

The Communications Manager may be called upon to function in the capacity of Dispatcher, Dispatch Call Taker, and/or EMT as set forth by company policies and protocols to assure all company tasks are maintained and completed.

Specific duties include demonstrating complete knowledge, understanding and compliance of company policies and procedures. Ensuring that Computer Aided Dispatch computer console, phone system, radio system and all equipment is ready for use at the beginning of each shift. Ensuring security of buildings, Dispatch Center and all other company property. Performing daily inspections of their work area and of the Dispatch Center for cleanliness. Performing the appropriate housekeeping duties to ensure their work area is clean, free from clutter and sanitary at all times. Maintaining appropriate communications with company units, managers, support staff, receiving healthcare facilities and other agencies via radio, data link, pager or cell phone as required. Being knowledgeable as to local geography to include location of hospitals, public venues as well as local streets and highway systems. Communicating and coordinating with Field Supervisors, Operations Managers and other management and support staff to ensure the proper number of fully equipped and staffed vehicles are available to fulfill local System Status Plan on a daily basis. Maintaining security and privacy of all company and patient information at all times in accordance HIPPA and all other local, state and federal regulations. Accepting responsibility for recertification as an EMD and for other required license's and certifications as required by company, local, regional, and state policies, regulations or laws. Reporting to assigned shifts on time, properly groomed in uniform and on time unless the proper notification has been made. Remaining on-duty and in proper uniform until properly relieved. Setting an example of professionalism and leadership for others to follow. Placing patient care excellence and safety above all else. Determining response requirements and relative priorities of situations, and dispatching units in accordance with established procedures. Maintaining files of information relating to emergency calls such as personnel rosters, and emergency call-out and pager files. Following up with crews so that company goals in regards to response times are maintained. Ensuring all personnel that are assigned to shift report on time, and are in proper attire for the shift. Recording details of calls, dispatches, and messages. Maintaining access to, and security of, highly sensitive materials. Scanning status charts and computer screens, and contacting emergency response field units to determine emergency units available for dispatch. Maintaining appropriate record keeping in regards to the dispatch program and other documents that are required. Maintaining an open line of communication between you and your supervisor. Providing employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes. Participating in recruiting, interviewing, and the selection employees. Documenting all incidents, attendance issue, disciplinary actions and any other occurrences that may need to be addressed as a result of work performance. This is to be completed by the end of the shift. Assuming or delegating the responsibility of scheduling personnel. Completing administrative tasks as assigned. Relaying information and messages to and from emergency sites, to law enforcement agencies, and to all other individuals or groups requiring notification. Implementing corporate and departmental policies, procedures, and service standards in conjunction with management. Discussing job performance problems with employees to identify causes and issues and to work on resolving problems. Overseeing all duties as assigned by the Operations Manager. Analyzing statistical data to develop recommendations for planning. Clearly expressing him/herself verbally and in writing. Questioning callers to determine their locations, and the nature of their problems to determine type of response needed. Answering the phones at the dispatch center using appropriate communication skills. Using pre-established criteria, determining the best way to provide service to the customer. Assigning runs to appropriate crews in a timely basis. Assuring all company goals, objectives and procedures are followed on a daily basis. Keeping your work area clean. Resolving customer complaints and answering customers' questions regarding policies and procedures. Supervising the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. Training and instructing employees in job duties and company policies or arranging for training to be provided. Evaluating employees' job performance and conformance to regulations and recommending appropriate personnel action. Reviewing records and reports pertaining to assigned runs and evaluating performance. Being able to perform all job capacities per the dispatcher job description. Participating in all disciplinary concerns regarding personnel in the dispatch center. Attending all management meetings per the direction of the Director of Operations. Displaying a positive mental attitude toward the position held, Seals Ambulance Service Inc. and its employees, clients, partners or affiliates. Performing any other related duties as assigned. Receiving incoming telephone calls regarding emergency and non-emergency ambulance service information. Interpreting and communicating work procedures and company policies to staff. Planning, assigning, directing and evaluating all dispatch personnel to assure all requests for service are complied with according to company policies and goals.

Minimum requirements include meeting all the requirements for the job description of paramedic or EMT All Dispatch Call Taker and Dispatcher requirements. Having the ability to function as a leader evaluating, coaching, training and directing dispatch staff. Two years of operational management experience is preferred.

Physical requirements include the ability to reach, push and pull. The ability to sit for long periods of time. The ability to use phones and radios to communicate with callers, crews and other staff. The ability to use mouse or keyboard to input data into computer over long periods of time. The ability to view graphic and text data on multiple computer screens for long periods of times. The ability to complete all job duties during any and all hours of the day and night.

Reports to: Director of Operations as appropriate for all operational activities.