Communications Manager

Summary: 

Directly responsible for oversight of all Communications Center personnel. In addition, the Communications Manager ensures that all Communications Center related functions are carried out in an effective and responsible manner and is responsible for data and trend analysis, and to make necessary schedule modifications for effective deployment of ambulance unit hours. 

Major Duties and Responsibilities: 

• Designs, develops, plans, and implements programs to enhance communications and field operations efficiency. 
• Maintain communication with and periodically meet with representatives of Consolidated Communications Partnership to develop and implement improvements and maintain good working relationships. 
• Oversees functions of Communications Training Officer(s). 
• Responsible for ensuring that Communications Center staff receives continuous dispatch education to maintain applicable certifications. 
• Establishes quality assurance and improvement programs to monitor department functions and areas of responsibility. 
• Evaluates most efficient and effective utilization of EMS system unit hours. 
• Gather, evaluate, and report critical operational data on a regular basis. 
• Evaluates System Status Plan data on a continuous basis and adjusts as appropriate to ensure the highest level of service. 
• Responsible for implementation and maintenance of NAED, ACE and/or other Accreditation(s). 
• Attending industry-related functions to ensure best practices are being utilized. 
• Monitors staffing needs of the Communications Center, and participates actively in the scheduling, hiring and annual evaluation process. 
• Provide EMD feedback to employees. 
• Maintain ACE accreditation files. 
• CDE development and delivery. 
• Monitoring and maintenance of contractual compliance. 
• Proactive communication with other operational areas to mitigate issues. 
• Monitoring and evaluation of Dispatch CAD workflow, capabilities, and areas of improvement. 
• Carry out management responsibilities in accordance with the organization’s policies, procedures, practices, and applicable laws. 
• Conduct self in an ethical, professional manner and projects a positive system image. 
• The use of Demand Data for shift bid purposes. 
• Responsible for providing a daily and weekly graph that measures the system’s performance. 
• Verifying accuracy of CAD and report data. 
• Perform monthly system demand analysis. 
• Partner with the scheduling department to create or modify shifts in response to the system’s needs. 
• Gather, evaluate, and report critical operational data on a regular basis. 
• Coordinate with Field Supervision personnel to ensure the most efficient delivery of resources. 
• Performs other such duties as may be required. 

Qualifications: 

• Associate's degree OR 2 years’ experience in Communications Management 
• TRAA EMD Certification 
• NAED EMD Certification within 1 month of EMD hire date. 
• Working knowledge of Microsoft Office 
• In the interest of public safety, the ability to speak in an unencumbered manner is a Bona Fide Occupational Qualification (BFOQ) for this position. 

Physical Requirements: 

• Must occasionally lift and/or move up to 25 pounds. 
• Ability to sit for extended periods. 
• May be required to lean, stoop, kneel or crouch. 
• Able to work at a computer for extended periods. 
• Able to frequently use hands to handle tools or controls; reach with hands and arms.