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.

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.

• 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.

• 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.

• 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…