EMS 911 Communications Manager

Whatever the role, everyone at Grady is part of something bigger. Choosing a career at Grady is choosing to be part of a legacy of service and commitment to our communities. If you want to make a difference, we want to hear from you. Job Summary Lead Emergency Communications Operations That Save Lives Are you a proven EMS Communications leader who thrives in a fast-paced, mission-driven environment? We are seeking an experienced EMS Communications Manager to serve as the second-in-command to the Communications Director and play a critical leadership role in ensuring the efficient coordination of emergency and non-emergency medical response services. This position is responsible for overseeing daily communications center operations, leading a high-performing team of dispatch professionals, optimizing deployment strategies, and ensuring exceptional service delivery across multiple service areas. The ideal candidate is a collaborative leader who is passionate about operational excellence, employee development, and public safety. What You'll Do Manage the day-to-day operations of the EMS Communications Center, ensuring the prompt, accurate, and efficient receipt and dispatch of emergency and non-emergency calls. Serve as a key operational leader and trusted partner to the Communications Director. Oversee deployment strategies, unit utilization, response reliability, and system status management to maximize operational effectiveness. Ensure continuous communication and collaboration with EMS Operations, Support Services, and System Leadership teams to maintain exceptional service levels. Lead, mentor, and develop communications center supervisors and staff to build a culture of accountability, engagement, and excellence. Conduct performance evaluations, provide regular coaching and feedback, and facilitate employee development opportunities. Manage attendance, scheduling, staffing plans, and performance management processes. Coordinate onboarding, orientation, and ongoing training programs in partnership with the Training Supervisor. Develop, implement, and maintain policies, procedures, and best practices related to emergency medical dispatch, nurse call processing, and communications center operations. Ensure compliance with regulatory requirements, organizational standards, and operational protocols. Monitor performance metrics and identify opportunities to improve service delivery, efficiency, and customer experience. Assist with departmental budget planning and ongoing financial oversight. Monitor budget performance and implement operational improvements to ensure responsible resource utilization. Analyze call volume, deployment, and system performance data to support strategic decision-making and resource allocation. Collaborate with Information Technology, System Directors, and Communications Leadership to ensure dispatch technologies, radio systems, and computer-aided dispatch (CAD) platforms operate effectively and support operational goals. Support system enhancements and continuous process improvements through technology and innovation. Serve as an operational leader during emergency, disaster, and high-volume events. Participate in emergency response planning and ensure continuity of communications center operations. Provide after-hours leadership support and be available for critical operational issues as needed. What We're Looking For Required Qualifications Associate's Degree. Emergency Medical Dispatcher (EMD) Certification. Basic Life Support (BLS) CPR Certification. Minimum of four (4) years of supervisory or management experience within EMS communications, public safety dispatch, emergency communications, healthcare operations, or a closely related field. Demonstrated experience leading teams, managing operational performance, and driving continuous improvement initiatives. Preferred Qualifications Bachelor's Degree in Emergency Management, Healthcare Administration, Public Administration, Business Administration, or related field. Experience managing multi-site or regional communications operations. Strong knowledge of emergency medical dispatch systems, deployment strategies, and communications center best practices. Core Competencies Patient-Centered Care – Demonstrates a commitment to delivering safe, compassionate, and high-quality care that prioritizes the well‑being and satisfaction of patients and their families. Integrity & Accountability – Acts ethically, maintains confidentiality, and accepts responsibility for actions, decisions, and outcomes. Collaboration & Teamwork – Builds positive relationships, works effectively across departments, and supports colleagues to achieve shared goals. Communication – Communicates clearly, respectfully, and effectively with patients, families, colleagues, and leadership. Respect & Inclusion – Creates an inclusive environment by valuing diversity, treating others with dignity, and ensuring equitable care and opportunities for all. Quality & Safety – Adheres to best practices, regulatory standards, and policies to ensure safe, reliable, and high-quality outcomes. Adaptability & Resilience – Responds effectively to change, remains flexible in dynamic situations, and demonstrates resilience under pressure. Continuous Improvement – Seeks opportunities to improve processes, skills, and outcomes through innovation, learning, and feedback. Leadership & Professionalism – Inspires, guides, and develops individuals and teams while modeling professionalism, fairness, and transparency. Employee Experience Focus – Champions a supportive and engaging employee journey that enables staff to thrive and, in turn, deliver exceptional patient care. Grady Total Rewards Benefits Health & Wellness: Medical, dental, vision, and prescription drug coverage. Financial Security: Retirement savings plans with employer contributions, life insurance, and disability coverage. Work-Life Balance: Paid time off, holidays, and family leave benefits. Career Growth: Tuition reimbursement, professional development programs, and opportunities for advancement. Employee Support: Employee Assistance Program (EAP), wellness initiatives, and discounts on services. Grady’s Total Rewards are designed to ensure our employees feel valued, supported, and empowered, both at work and beyond. Why Join Grady? Grady Health System is more than a hospital — we are a vital part of Atlanta and the surrounding communities. For over 125 years, Grady has been committed to providing exceptional care, advancing health equity, and making a difference in the lives of those we serve. When you join Grady, you become part of a team that values excellence, compassion, innovation, and collaboration. Here, every role matters. Whether you provide direct patient care, support our operations, or lead teams, you play an important part in fulfilling our mission. We offer opportunities to learn, grow, and build a meaningful career in an environment where your contributions are recognized and valued. At Grady, we don't just work, we make an impact. Equal Opportunity Employer Statement Grady Health System is proud to be an equal opportunity employer. We are committed to fostering a workforce where all employees feel valued, respected, and empowered to succeed. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic. Grady is dedicated to creating an accessible work environment and provides reasonable accommodations to qualified individuals with disabilities to ensure equitable opportunities for success. #J-18808-Ljbffr Grady Health System