Communications Manager

This position leads and supports a department that is responsible for handling diverse service requests, assisting callers with appropriate and timely medical and other information, effectively distributing and redistributing resources, ensuring responder safety, alerting allied agencies immediately as directed by protocol. The setting for this position is The Regional Emergency Communications Center “RECC,” REMSA Health’s communication hub for all operations.

Within this general framework, this position is accountable for the following functions:

• This position is responsible for the management of a sophisticated EMS communication center, its personnel, and equipment.
• This position ensures The RECC is meeting its responsibilities for regional dispatching and tracking of two contiguous counties for ground ALS / ILS services, contracted Fire Department dispatching and all Care Flight operating in Nevada and California.
• In coordination with the Director of Communications, establishes and oversees department guidelines and operating procedures.
• Manages the coordination of day-to-day activities along with the department supervisors for The RECC.
• Manages RECC personnel by communicating clear expectations, goals and outcomes for each position.
• Develops a positive team environment, where employees feel supported and are a proud team member that are encouraged to support one another through open communication, standards and recognition
• This position is accountable for ensuring Franchise obligations are met from a communications and dispatch perspective.
• Develop and / or refine orientation processes, quality assurance processes, work schedules, reports, budgets, and all other communication system needs.
• Responsible for the accurate generation of many statistical reports in support of the operations.
• Develops the team through mentoring, coaching and providing learning opportunities.
• Supports the company’s Leadership Code of Conduct through one’s own actions and encourages the same from peers.
• Responds to the needs of a critical 24/7 operation as needed.
• Ability to identify areas of improvement, initiate a remediation plan, and execute.
• Other projects and duties as assigned

Qualifications / Experience Requirements

• A minimum of four (4) years’ management experience in a 911 dispatch / communication center environment is required.
• Prior experience with medical high performance EMS or multi-agency communications or equivalent fire and/or police dispatch communications is required.
• A minimum of four (4) years’ experience leading and developing team members is required
• Experience handling multiple priorities in a high-paced communication center environment is required
• Certification as an EMD and EFD with the International Academy of Emergency Medical Dispatch or PD equivalent certification is highly desirable.
• This position requires sound organizational skills to meet the continuous demands of the modern high performance EMS system, and specifically the REMSA Health system, which is designed around the EMS needs of our community and region.
• Prior completion of an EMT course is preferred.
• Prior EMS field experience helpful.
• Must have a proven track record of progression in responsibilities.
• Must be able to demonstrate communication center knowledge and skills.
• Excellent verbal, written, and interpersonal communications skills required.
• Attention to detail is required.
• Ability to develop working relationships with other departments, allied agencies, hospitals, other 911 centers, and others is required.
• Knowledge in various radio, telephone, recording, CAD, and other areas of communication center technology is required.
• Experience in enterprise CAD solutions, and the International Academy of Emergency Dispatch ProQA and AQUA software desired.
• Proficiency in all aspects of Emergency Fire Dispatching (EFD), Emergency Medical Dispatching (EMD) and System Status Management (SSM) desirable.
• Knowledge of system status planning, (e.g. - variable staffing levels, supply and demand, workload assumptions, and local geography) required.
• Willing and able to work and / or be available at all hours and days including nights, weekends and holidays and willing to carry and immediately respond to an on call pager. Flexibility is important.
• Ability to interact with dynamic management team in program development, problem resolution, and strategic planning/implementation.
• Computer proficiency in windows, CAD and voice logging.
• Must obtain valid Nevada or California driver’s license within a reasonable timeframe.

Supervision Exercised

Exercises direct management over Communications staff.