Director of Communications - Emergency Medical Services/Dispatch

Job Description

Job Description

Position Summary

The Director of Communications is responsible for the care, custody, oversight, and continuous development of Cataldo Ambulance Service’s regional Communications Center. This role provides executive-level leadership to a mission-critical operation singularly focused on aligning the right ambulance resources with the clinical, operational, and situational needs of each patient.

The Communications Center manages both emergency (9-1-1) and non-emergency requests for service and functions as a regional secondary Public Safety Answering Point (PSAP), supporting 16 cities and towns. The Director ensures operational excellence, regulatory compliance, workforce development, and technology-enabled performance in a high-acuity, high-reliability environment.

This position is supported by Communication Center Managers and Dispatch Supervisors, and operates within a matrixed organizational structure, collaborating closely with Operations, Clinical Leadership, HR, Finance, IT, and Executive Leadership.

Key Responsibilities:

Operational Leadership & Oversight

• Provide strategic and operational leadership for a 24/7 regional EMS Communications Center supporting emergency and non-emergency ambulance services.
• Ensure consistent, clinically appropriate, and timely deployment of ambulance resources aligned with patient acuity, system capacity, and contractual obligations.
• Serve as the senior authority for complex, high-risk, or high-impact operational incidents, maintaining focus on mission, patient safety, and system integrity.
• Oversee daily operations through direct leadership of Communications Managers and Supervisors.

PSAP & Regulatory Compliance

• Ensure compliance with all applicable local, state, and federal regulations, including PSAP standards, EMS dispatch protocols, and contractual performance requirements.
• Act as the primary liaison for municipal partners, public safety agencies, and external stakeholders related to communications operations.
• Maintain readiness for audits, inspections, and system reviews.

Technology, Systems & Innovation

• Provide leadership in the effective use, optimization, and evolution of communications technologies, including CAD, radio systems, telephony, and data platforms.
• Partner with IT and Operations to evaluate, implement, and optimize new tools that improve call handling, deployment efficiency, situational awareness, and data integrity.
• Ensure system resilience, redundancy, and business continuity planning for communications infrastructure.

Policy, Procedures & Quality

• Author, review, and maintain Communications Center policies, procedures, and protocols, ensuring clarity, compliance, and operational relevance.
• Establish and oversee a robust quality assurance and continuous improvement framework.
• Lead after-action reviews and corrective action planning following significant events or performance gaps.

Performance Management & KPIs

• Define, monitor, and act on key performance indicators (KPIs) related to call handling, response times, resource utilization, compliance, and service quality.
• Translate performance data into actionable operational and workforce strategies.
• Present performance trends, risks, and improvement plans to executive leadership.

People Leadership & Workforce Development

• Build, mentor, and retain a high-performing leadership team within the Communications Center.
• Partner with HR on workforce planning, recruitment, onboarding, training, performance management, and employee relations.
• Foster a culture of accountability, professionalism, psychological safety, and mission alignment in a high-stress environment.

Financial & Administrative Stewardship

• Collaborate with Finance on budget development, expense management, staffing models, and cost-containment initiatives.
• Ensure appropriate use of resources while maintaining service quality and contractual performance.
• Participate in strategic planning and long-range operational forecasting.
• Maintains knowledge of and complies with all company policies, procedures, and guidelines at all times.

Education:

• BA/BS degree or above preferred, or equivalent experience in Healthcare Operations Leadership
• Minimum of 7-10 years progressive leadership experience in EMS Operations, communications, ambulance dispatch, public safety communications, or related operations with significant management responsibility.

Required Qualifications and Experience:

• Demonstrated experience managing complex, high-acuity dispatch operations, preferably in a regional or multi-jurisdictional environment.
• Strong working knowledge of EMS deployment strategies, call triage, ambulance operations, and PSAP functions.
• Proven ability to lead through complexity, ambiguity, and high-stakes operational situations.
• Experience authoring and enforcing operational policies and procedures.
• Demonstrated success using data, KPIs, and performance analytics to drive operational improvement.
• High level of technical literacy, with the ability to partner effectively on CAD, radio, telephony, and data systems.
• Experience operating effectively within a matrixed organizational structure.

Preferred Qualifications and Experience:

• Prior experience in a secondary PSAP or regional dispatch environment.
• Familiarity with municipal contracts and public-sector service delivery expectations.
• Experience supporting or leading change initiatives, system implementations, or organizational transformation.
• Prior management or leadership experience in ambulance service
• Super-User knowledge of Zoll Dispatch solutions

Knowledge, Skills and Abilities:

• Mission driven decision making under pressure
• Executive presence and credibility with internal and external stakeholders
• Clear, disciplined communicator. Communicate effectively both verbally and in writing; ability to relay and carry out verbal and written instructions.
• Systems thinker with operational depth
• Technically curious and improvement oriented
• Analytical skills to gather and interpret data
• Calm, decisive leadership in critical incidents
• Demonstrates sound judgment and discretion at all times

Requirements:

• Must be 18 years of age

• Ability to meet the essential duties and physical, mental and sensory requirements of the position at all times with or without accommodation.
• Comply with UDS drug screening at any and all times

• Satisfactory background check and MA CORI (Criminal Offender Record Information), verification required annually.

Licensure, Certification, Registration:

• Current valid EMD certification, and/or ability to obtain and maintain NAEMD
• Current valid driver’s license

Physical, Mental and Sensory Requirements

This job requires:

Ability to hear various frequencies, distinguish sounds and work in environment with consistent background noise.

• Consistent close eye work and clear vision for screens, color/depth perception, and peripheral vision for data analysis and monitoring.
• Clear, concise verbal communication, potentially shouting or speaking loudly over noise, and active listening.
• Fine finger dexterity, repetitive wrist motion regarding computers and dispatch terminal work for prolonged time periods. (fingering, pushing, pulling).
• Ability to sit, stand and alternate positions for extended periods of time.
• Exerting light force up to 10-25 lbs. for tasks like lifting, carrying, pushing/pulling.
• Ability to work in environment with constant phone/radio calls, interruptions, urgent/emergency situations, and emotionally charged callers.
• Strong multitasking, problem-solving, attention to detail, memory, and emotional stability in stressful environments

Benefits & Compensation:

• Exempt Role, Salary commensurate with experience
• Competitive benefits package include:

1. Paid time off
2. Health Insurance
3. Dental insurance
4. 401(k) Plan