Communications Manager

ROLE SUMMARYUnder 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.This is an Exempt/Salaried position.KEY RESPONSIBILITIESEssential Duties and ResponsibilitiesDemonstrates complete knowledge, understanding and compliance of company policies and procedures.Ensures that Computer Aided Dispatch computer console, phone system, radio system and all equipment is ready for use at the beginning of each shift.Ensures security of buildings, Dispatch Center and all other company property.Performs daily inspections of their work area and of the Dispatch Center for cleanliness. Then performs the appropriate housekeeping duties to ensure their work area is clean, free from clutter and sanitary at all times.Maintains appropriate communications with company units, managers, support staff, receiving healthcare facilities and other agencies via radio, data link, pager or cell phone as required.Is knowledgeable as to local geography to include location of hospitals, public venues as well as local streets and highway systems.Communicates and coordinates 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.Maintains security and privacy of all company and patient information at all times in accordance HIPPA and all other local, state and federal regulations.Accepts 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.Reports to assigned shifts on time, properly groomed in uniform and on time unless the proper notification has been made. Remains on-duty and in proper uniform until properly relieved.At all times sets an example of professionalism and leadership for others to follow. Places patient care excellence and safety above all else.Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures.Maintain files of information relating to emergency calls such as personnel rosters, and emergency call-out and pager files.Follow up with crews so that company goals in regards to response times are maintained.Ensures all personnel that are assigned to shift report on time, and are in proper attire for the shift.Record details of calls, dispatches, and messages.Maintain access to, and security of, highly sensitive materials.Scan status charts and computer screens, and contact emergency response field units to determine emergency units available for dispatch.Maintain appropriate record keeping in regards to the dispatch program and other documents that are requiredMaintain an open line of communication between you and your supervisor.Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.Participate in recruiting, interviewing, and the selection employees.Documentation of 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.Will assume or delegate the responsibility of scheduling personnelComplete administrative tasks as assignedRelay information and messages to and from emergency sites, to law enforcement agencies, and to all other individuals or groups requiring notification.Implement corporate and departmental policies, procedures, and service standards in conjunction with management.Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.Oversees all duties as assigned by the Operations Manager.Analyze statistical data to develop recommendations for planning.Clearly express him/herself verbally and in writingQuestion callers to determine their locations, and the nature of their problems to determine type of response needed.Answer the phones at the dispatch center using appropriate communication skills.Using pre-established criteria, determine the best way to provide service to the customer.Assign runs to appropriate crews in a timely basis.Assures all company goals, objectives and procedures are followed on a daily basis.Keep your work area cleanResolve customer complaints and answer customers' questions regarding policies and procedures.Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.Train and instruct employees in job duties and company policies or arrange for training to be provided.Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.Review records and reports pertaining to assigned runs and evaluate performance.Be able to perform all job capacities per the dispatcher job descriptionParticipate in all disciplinary concerns regarding personnel in the dispatch centerAttend all management meetings per the direction of the Director of OperationsDisplays a positive mental attitude toward the position held, Seals Ambulance Service Inc. and it’s employees, clients, partners or affiliates.Performs any other related duties as assigned.Receive incoming telephone calls regarding emergency and non-emergency ambulance service information.Interpret and communicate work procedures and company policies to staff.Plans, assigns, direct and evaluate all dispatch personnel to assure all requests for service are complied with according to company policies and goals.Must meets all the requirements for the job description of paramedic or EMTREPORTING RELATIONSHIPThe Communications Manager reports directly to the Director of Operations as appropriate for all operational activities.REQUIRED QUALIFICATIONSAll Dispatch Call Taker and Dispatcher requirements.Must have the ability function as a leader evaluating, coaching, training and directing dispatch staff.Two years of operational management experience is preferredPHYSICAL REQUIREMENTSThe 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 staffThe ability 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 nightCORE COMPETENCIESThe Communications Manager is expected to demonstrate the following competencies:Demonstrates the ability to guide, motivate, and develop staff.Maintains accountability for performance, professionalism, and compliance.Leads by example and fosters a positive, respectful, and high‑performance culture.Communicates clearly, calmly, and professionally in high‑stress situations.Facilitates effective information flow between staff, supervisors, field units, management, and external partners.Provides constructive feedback and maintains open lines of communication.Makes timely, accurate, and sound decisions, especially under pressure.Prioritizes resources and resolves issues effectively to support system performance and crew safety.Analyzes information quickly and accurately to support operational continuity.Addresses operational challenges with practical, efficient, and compliant solutions.Anticipates potential issues and takes proactive measures to prevent disruptions.Demonstrates creativity and adaptability in addressing complex system dynamics.Demonstrates strong knowledge of CAD systems, radio communications, EMD protocols (where applicable), and telecommunications technology.Effectively uses system tools to manage deployment, tracking, and system status performance.Maintains operational readiness and ensures staff competency with technology.Ensures all interactions reflect empathy, respect, and service excellence.Maintains professionalism when dealing with the public, field crews, healthcare partners, and other agencies.Ensures customer concerns are handled promptly and appropriately.Maintains thorough understanding of HIPAA, CAAS standards, EMD protocols (where applicable), and internal policies.Ensures team adherence to legal, regulatory, and accreditation requirements.Protects patient confidentiality and company information.Efficiently manages scheduling, staffing, documentation, and daily operations.Ensures accurate recordkeeping and data integrity.Effectively prioritizes workload in a dynamic, fast-paced environment.Maintains composure and effectiveness during high-volume or critical incidents.Adjusts quickly to evolving situations, priorities, and operational conditions.Supports staff through stressful circumstances, demonstrating steadiness and confidence.Builds trust and maintains strong working relationships with all departments.Encourages cooperation and shared responsibility across the organization.Facilitates smooth coordination between Communications and field operationsWORK ENVIRONMENT & TRAVELThe Communications Manager works in a fast‑paced, high‑intensity communications center environment that operates 24 hours a day, 7 days a week, 365 days a year. The work involves frequent interactions with staff, field personnel, healthcare partners, and members of the public under both routine and emergency conditions.Indoor office setting within the Communications/Dispatch Center.Extended periods of time seated at a workstation using multiple computer monitors, radios, and telecommunication devices.Continuous exposure to noise from radios, alarms, telephones, and other communications equipment.Frequent exposure to stressful or emotionally charged situations, including high-acuity medical emergencies.Requires focus and multitasking in a highly detailed, time‑sensitive environment.Work involves vigilant monitoring of EMS system resources, unit locations, and CAD activity.May be required to respond to the center during system disruptions, staffing shortages, or major incidents.Must maintain composure and professionalism during critical incidents, multi‑casualty events, or system overloadsTravel RequirementsLocal travel is required as part of normal job duties.Travel occurs primarily within assigned service areas but may include surrounding jurisdictions based on operational needs.Must possess and maintain a valid driver’s license and be eligible to operate company vehicles in accordance with company policy and insurance requirements. #J-18808-Ljbffr