EMS 911 Communications Manager

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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 DoManage 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…