Director: EMS Communications Dispatch Center

Director of Communications

Bell Ambulance, a leading Emergency Medical Services (EMS) provider operating a high-volume dispatch center in Milwaukee, WI, is seeking a highly skilled, results-oriented Director of Communications.

This Director-level role will oversee the operational management and strategic development of our IAED-accredited Communication Center, which handles over 130,000 calls per year in a high-traffic urban setting. Call types include both 911 and Inter-facility Transfer (IFT)/Discharge calls for service.

The Director will be responsible for ensuring the highest standards of efficiency, performance, and compliance in all dispatch and call-taking operations, driving continuous improvement in response times and resource allocation. This role requires a proven leader with deep experience in a high-volume EMS service.

Core Responsibilities

• Ensure continuous, 24/7 oversight of all Communication Center operations.
• Maintain adequate staffing levels with appropriately trained personnel for call taking, dispatching, and monitoring of contracted response times.
• Coordinate with the Scheduling department to create or adjust positions as necessary.
• Review and update current ambulance dispatch policies and procedures to ensure they support efficient, compliant operations at all times within the Communications Center.

• Manage the Traumasoft Computer-Aided Dispatch (CAD) system, phone answering systems, and other tools utilized to monitor personnel and fleet activity within the Communications Center.
• Utilize Microsoft POWER BI and Firstwatch to analyze metrics and provide feedback to other departments on necessary metrics

• KPI Monitoring: Establish and maintain a robust Quality Assurance (QA) program to ensure departmental compliance. This includes, but is not limited to, monitoring call-taking accuracy, ambulance out-the-door times, and on-scene times. Provide regular reports and constructive feedback for necessary follow-up.
• Training System: Establish and maintain a comprehensive training system, including the development of certified Dispatch Training Officers (DTOs), to ensure all communication center personnel are highly proficient and fully aware of their critical role.
• Performance Feedback: Create a training performance feedback process to ensure consistent, constructive transparency for all parties across all phases of training.
• Cross-Training: Ensure a clear pathway for Ambulance Operations personnel to be cross-trained within the department.

• Establish and maintain a "Just Culture" environment that promotes adequate review and feedback within the department while ensuring appropriate accountability at all times.
• Participate in the review and interviewing process for all potential candidates in coordination with Human Resources (HR).

Required Qualifications

• Prior experience within a high-call-volume Communications Center.
• Emergency Medical Dispatcher (EMD) Certified.
• Experience with Traumasoft CAD and other related systems.
• Exceptional organizational, analytical, and crisis management skills.

Preferred Skills

• Current EMS licensure (Any Level).
• Prior experience in an EMS setting that operates both 911 and private call services.

Bell Ambulance can offer you an incredibly competitive wage and a comprehensive benefits package, including two medical plans to choose from, dental, vision, FSA, HSA, and company-sponsored plans. In addition to the core benefits, Bell Ambulance offers a 401(k) plan that becomes available on your hire date, and we match 100% of your contributions up to 6%.

We have grown because we strive to exceed every client's expectations.

We have grown because we treat our people with respect, appreciation, and fairness.

We have grown because we provide the best service, with the best equipment, and the best people!!

*This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.