Director, EMS Dispatch Operations

About the Role

Bell Ambulance, Wisconsin's largest ambulance service provider, is seeking a Director of EMS Dispatch Operations to lead our IAED-accredited Communication Center. This role requires a hands-on leader to manage a high-volume, 24/7 dispatch center handling over 130,000 emergency and inter-facility transport calls annually. The ideal candidate will foster strong relationships between dispatch and field operations, drive performance, and establish a supportive culture focused on training and development.

Responsibilities

• Foster strong working relationships between dispatch personnel and field operations crews.
• Maintain a just culture environment, balancing systematic review with personal accountability.
• Invest in employee growth through clear training pathways and continuous feedback mechanisms.
• Partner with HR for recruitment, hiring, and retention of high-performing staff.
• Oversee 24/7 staffing models and schedules to ensure optimal coverage and manage fatigue.
• Drive continuous improvement in call-handling times, dispatch times, and fleet resource allocation.
• Maintain IAED accreditation and manage a robust Quality Assurance program.
• Update and manage dispatch Standard Operating Procedures (SOPs).
• Lead training curriculum development, including onboarding and continuing education programs.
• Manage CAD, phone, and radio communications infrastructure.
• Utilize analytics platforms to monitor operational metrics and provide insights to leadership.
• Develop dispatcher wellness and retention initiatives.

Requirements

• High school diploma or GED equivalent.
• Valid driver's license.
• 6-10+ years of director-level leadership in a high-volume EMS, 911, or PSAP emergency communications center.
• Emergency Medical Dispatcher (EMD) Certification.
• Proven track record managing multi-tiered teams, including hiring, performance evaluations, and corrective action.
• Experience authoring SOPs, establishing QA governance, and managing IAED accreditation or regulatory compliance.
• CAD system administration and telephony infrastructure oversight experience.
• Strong emotional intelligence, conflict resolution, and crisis management skills.

Qualifications

• Preferred: Bachelor’s degree in Healthcare Administration, Emergency Management, Public Safety, or Business.
• Preferred: Current field EMS licensure (BLS, ALS, or Critical Care) and prior experience in an EMS setting.
• Preferred: Hands-on experience with Trauma soft CAD, First Watch, and Microsoft Power BI.

Benefits

• Fully employer-paid premium package for Medical, Dental, Short-Term Disability, Long-Term Disability, and Life Insurance (effective Day 1).
• Voluntary vision coverage.
• 401(k) Retirement Savings with up to 6% match.
• Results Driven Time Off (RDTO) plan.

Pay

$115,000 - $135,000 Yearly Salary

Schedule

Full-Time / Exempt (24/7 operational availability as needed)

Location: Milwaukee, Wisconsin. Relocation assistance available for qualified out-of-state candidates.