Communications Supervisor - Malden (Full Time

Communications Supervisor / Dispatcher

The Communications Supervisor / Dispatcher serves as a critical operational leader and telecommunicator within the EMS Communications Center, supporting both 9-1-1 emergency response and interfacility transport (IFT) operations. This role functions as both a supervisor and active dispatcher, ensuring efficient system performance, real-time decision-making, and effective coordination of ambulance resources.

Key Responsibilities

• Provide real-time supervision of communications center operations during assigned shifts
• Answer and process emergency (911) and non-emergency (IFT) calls
• Dispatch ALS, BLS, and wheelchair transport resources
• Utilize Zoll Rescue Net CAD or similar systems
• Maintain system status awareness and hospital coordination
• Support dispatch staff during escalated incidents
• Ensure accurate, real-time documentation
• Perform active dispatch duties as needed
• Support training and quality improvement initiatives
• Comply with all company policies and maintain attendance

Education

• High school diploma or GED equivalent.

Licensure, Certification, Registration

• EMD Certification
• CPR Certification
• 911 Certification
• Telecommunicator Certification
• All may be obtained internally upon hire

Experience

• 2-3 years EMS Dispatch or Public Safety Communications experience
• Supervisory or lead experience preferred.
• Experience with CAD systems required
• Strong proficiency with computer systems required, including web-based applications and some Microsoft Office applications preferred.

Knowledge,

Skills and Abilities

• Excellent verbal communication skills both verbally and in writing; ability to understand and carry out verbal and written instructions.
• Advanced computer proficiency
• Ability to exercise sound judgment and decision making.
• Leadership and team support ability
• Knowledge of medical terminology preferred, not required.
• Ability to work in fast-paced environment and multi-task
• Ability to work well independently and within a team setting

Requirements

• Availability for all shifts including Day, Evening, Overnight, Weekends and Holidays.
• Ability to function in a dual supervisory / dispatch role
• Ability to meet the essential duties and physical, mental and sensory requirements of the position at all times.
• Comply with UDS drug screening at any and all times
• Satisfactory background check and MA CORI (Criminal Offender Record Information), verification required annually.

Physical, Mental and Sensory Requirements

• 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