Communications Center Director

Provides strategic leadership and operational oversight for the agency's communications centers supporting emergency medical services (EMS), non-emergency transportation, and municipal 911 contracts. Ensures high-quality emergency medical dispatch (EMD), resource deployment, customer service, and communications operations while meeting contractual, regulatory, and organizational performance standards. Leads workforce development, quality improvement, technology, budgeting, and stakeholder engagement, collaborating with public safety agencies, hospitals, municipal partners, and executive leadership.

Responsibilities

• Direct all communications center operations, including EMD, call processing, dispatch, deployment, and resource management.
• Develop and implement departmental goals, policies, and performance standards.
• Ensure compliance with contracts, response-time requirements, and service level agreements.
• Coordinate communications during major incidents, disasters, and special events.
• Maintain business continuity and emergency preparedness plans.
• Lead recruitment, training, performance management, and employee development.
• Promote employee engagement, retention, and workforce wellness.
• Oversee quality assurance, regulatory compliance, and EMD standards.
• Analyze operational data and implement performance improvement initiatives.
• Develop and manage departmental budgets and monitor expenditure.
• Identify operational efficiencies and cost-saving opportunities.
• Oversee communications technology, including CAD, radio, telephony, AVL, MDT, and EMD systems.
• Manage vendor relationships, system reliability, cybersecurity, and interoperability.
• Serve as the primary liaison with municipal clients, public safety partners, and other stakeholders.
• Support contract compliance, performance reporting, business development, and community engagement.

Core Accountabilities

• Ensure communications operations meet contractual and organizational performance standards.
• Optimize resource utilization and operational efficiency.
• Maintain compliance with regulatory, accreditation, and agency requirements.
• Develop and retain a high-performing workforce.
• Foster strong relationships with municipal and public safety partners.
• Lead continuous improvement initiatives that enhance service quality and patient outcomes.
• NIMS/ICS 100, 200, 300, 400, 700, and 800 certification.

Requirements

• Bachelor's degree in emergency management, Public Administration, Healthcare Administration, Business Administration, Communications, or a related field preferred.
• Emergency Medical Dispatcher (EMD) certification required.
• Seven (7) years of progressively responsible experience in EMS or public safety communications.
• Five (5) years of leadership experience in a communications center or EMS operations.
• Experience with contract performance management and high-performance EMS systems preferred.
• Knowledge of EMS communications, EMD, deployment, and resource management.
• Strong leadership, analytical, financial, and organizational skills.
• Excellent communication and stakeholder relationship skills.
• Ability to lead teams in a fast-paced, high-volume environment.
• Ability to communicate clearly via phone, online, and text.
• Sit for long periods of time as this is largely a sedentary role.
• Ability to operate standard office software and equipment such as computer, phone, copier/printer, online fax, Microsoft Office, and applicant tracking system.

Preferred Certifications

• APCO Certified Communications Center Manager (CCM)
• Emergency Medical Dispatch Quality Assurance (EMD-Q)