Dispatch Director / EMS Communications

Job Summary:

The EMS Dispatch Director is responsible for overseeing the daily operations of the emergency medical dispatch center. This role involves managing dispatch staff, ensuring efficient and effective dispatching of EMS resources, and maintaining compliance with all relevant regulations and protocols. The EMS Dispatch Director will also be responsible for developing and implementing policies, procedures, and training programs to enhance the performance and reliability of the dispatch center.

Key Responsibilities:

1. Leadership and Management:

• Supervise, mentor, and evaluate dispatch staff, including dispatchers and Supervisor personnel.
• Ensure adequate staffing levels are maintained to provide 24/7 dispatch coverage.
• Foster a positive and productive work environment.

2. Operational Oversight:

• Manage the daily operations of the EMS dispatch center, ensuring timely and efficient dispatch of EMS resources.
• Monitor and evaluate the performance of the dispatch center, implementing improvements as needed.
• Ensure adherence to dispatch protocols and procedures.

3. Policy Development and Implementation:

• Develop, implement, and maintain dispatch policies and procedures.
• Ensure policies are updated regularly to reflect best practices and regulatory requirements.

4. Training and Development:

• Develop and conduct training programs for dispatch staff, including initial training and ongoing professional development.
• Ensure all dispatchers are certified and maintain required certifications.

5. Technology and Systems Management:

• Oversee the maintenance and operation of dispatch software and communication systems.
• Collaborate with IT and other departments to address technical issues and implement system upgrades.

6. Quality Assurance:

• Conduct regular audits and quality assurance reviews to ensure compliance with dispatch protocols.
• Address and resolve any performance issues or complaints related to dispatch services.

7. Collaboration and Coordination:

• Work closely with EMS field operations, law enforcement, fire departments, and other agencies to ensure effective coordination and communication.
• Serve as a liaison between the dispatch center and other departments and external partners.

8. Reporting and Documentation:

• Maintain comprehensive records of dispatch activities, incidents, and performance metrics.
• Prepare and present reports to senior management and regulatory agencies as required.

9. Emergency Response:

• Participate in emergency response planning and coordination.
• Ensure the dispatch center is prepared to handle large-scale emergencies and disasters.

Qualifications:
Education: Bachelor’s degree in emergency management, public safety, healthcare administration, or a related field or equivalent experience.
Experience: Minimum of 5 years of experience in emergency medical dispatch or a related field, with at least 3 years in a supervisory or management role.
Certifications: Emergency Medical Dispatcher (EMD) certification (Preferred).
Skills:

• Strong leadership and management skills.
• Excellent communication and interpersonal skills.
• Proficiency in dispatch software and communication systems.
• Ability to handle high-stress situations and make quick, effective decisions.
• Strong organizational and problem-solving abilities.