Assistant Communications Manager

Essential Duties and Responsibilities

• Identify, investigate, and resolve service-related issues.
• Aid in the development and continuous improvement of the Communications Center to ensure contractual obligations of Pafford Medical Services are met.
• Maintain standards and performance for the Communication Center’s continued Accreditation through International Academy of Emergency Dispatch (IAED).
• Serve as a representative of the Communications Center on assigned committees.
• Identify and address system issues that may impact service delivery.
• Effectively communicate with and motivate employees.
• Disseminate information and implement departmental policies and procedures.
• Maintain departmental records and reports.
• Collaborate with other departments to identify trends and operational needs.
• Participate in initiatives that enhance Pafford Medical Services’ community image.
• Promote a high level of employee morale and engagement.
• Maintain adequate departmental staffing.
• Assist in establishing departmental goals and objectives.
• Participate in quality improvement initiatives and ensure compliance with customer service standards.
• Facilitate communication and resolution of field-related issues.
• Support and uphold all corporate and departmental policies, procedures, and safety standards.
• Prepare written reports and summaries as required.
• Perform all other duties as assigned.

Qualifications

• Minimum of four (4) years of progressive leadership experience in a 9-1-1 dispatch center within a high-performance EMS agency, including technical and/or administrative responsibilities; at least two (2) years must be in a supervisory role.
• EMR, EMT, or Paramedic certification preferred but not required.
• Ability to obtain and maintain certifications in Emergency Medical Dispatch (EMD-Q), Emergency Telecommunicator (ETC), and CPR within 90 days of hire.
• Knowledge of Computer-Aided Dispatch (CAD), E-911 systems, radio communications, and applicable regulations.
• Ability to perform all duties of an active System Status Controller and EMD-Q.
• Strong understanding of System Status Management and unit hour utilization.
• Knowledge of EMS operations and emergency preparedness procedures.
• Strong verbal and written communication skills.
• Ability to plan, organize, monitor, and evaluate staff performance and assignments.
• Ability to analyze information and prepare detailed reports.
• Ability to establish and maintain effective working relationships with employees, clients, vendors, patients, and public officials.
• Proficiency in Logis Dispach (CAD and Reporting)
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to perform quality assurance reviews using EMD-Q standards.
• Communications Center Manager (CCM) certification preferred but not required.
• Ability to obtain ICS 100, 200, NIMS 700, and IS-800 within 90 days; ICS 300 and 400 within one year.
• Valid driver’s license required.
• Must pass background screening.

Core Competencies

• Ability to work under pressure while meeting deadlines and maintaining a positive attitude.
• Strong independent work ethic with the ability to complete tasks within established guidelines.
• Ability to keep leadership informed of key issues and recommend improvements.
• Strong interpersonal skills with the ability to work effectively across multiple agencies and stakeholders.

Physical Requirements

• Ability to work 8-hour shifts, including overtime, on-call shifts, and emergency situations.
• Prolonged periods of sitting.
• Ability to stand, walk, bend, and lift/carry up to 50 pounds as needed.
• Ability to communicate effectively in person and via telephone or radio systems.
• Ability to operate computers, CAD systems, and office equipment.
• Ability to manage high-stress situations while remaining calm and professional.
• Visual acuity required for data analysis and monitoring systems.
• Must meet ADA, FMLA, and other regulatory attendance and performance standards.
• Must pass drug screening.