Communications Manager

Description

The Communications Manager manages and provides direction for the daily operations and ongoing development of the District’s 911 Communications Center (Control). This position is responsible for departmental performance, personnel management, quality improvement, training, regulatory compliance, communications technology, and operational readiness. The Communications Manager works closely with the Chief Operating Officer and other operational leaders to evaluate system performance, resource deployment, and Communications strategies that support reliable and effective emergency medical response.

This job has been designated as a Safety Sensitive Position by Harris County ESD #11 Mobile Health Care. Public safety, as well as the safety of Harris County ESD #11 Mobile Health Care employees, requires that the employee in this position be able to always perform all essential functions at the highest levels. Therefore, this position is subject to frequent drug testing and requires reporting of all employee use of High-Risk Medications identified by Harris County ESD #11 Mobile Health Care and certification from the employee’s physician that such medications can be safely used while working.

Because Harris County ESD #11 Mobile Health Care ’s ability to deliver emergency medical response depends on having a workforce that can be reliably scheduled, this job also requires regular and reliable attendance. This is a high-stress job that requires focus, engagement, and high performance in traumatic, physically demanding, emotionally charged, and life-threatening situations. The position involves exposure to serious and graphic injury to adults and children, including death and dismemberment.

A high level of physical, mental, and emotional health is an essential requirement.

• Oversees and manages the daily operations of the Communications Center, including staffing, workflow, service delivery, and overall performance to support reliable EMS response.
• Leads and develops Communications Supervisors and Telecommunicators, including performance management, coaching, employee development, and consistent application of departmental expectations.
• Develops, reviews, and implements Communications policies, procedures, and operational practices to support effective operations and compliance with District and regulatory requirements.
• Evaluates Communications Center performance, including call processing, dispatch performance, resource deployment, unit utilization, response-related metrics, and operational trends, and develops strategies to improve departmental and system performance.
• Oversees the performance, reliability, and effective use of CAD, radio, telephone, recording, and other communications systems and evaluates technology needs and improvements that support current and future operations.
• Manages the Communications quality improvement program, evaluates performance trends and protocol compliance, and ensures identified concerns are appropriately addressed.
• Manages the Communications Center’s efforts to maintain Accredited Center of Excellence (ACE) accreditation and ensures departmental practices, quality improvement activities, documentation, training, and performance standards remain aligned with accreditation requirements.
• Provides direction for training, continuing education, and professional development of Communications personnel and ensures required certifications and competencies are maintained.
• Ensures Communications operations comply with Emergency Medical Dispatch standards, FCC requirements, District policies, and applicable federal, state, and local requirements.
• Partners with the Chief Operating Officer (COO), Operations, and…