Dispatch Lead - Located in Phoenix, AZ

Position Summary

The Dispatch Lead is an experienced Communications team member who serves as a shift resource and role model within the Communications Center. This position helps maintain the daily flow of operations by supporting Dispatchers, coordinating resources, solving real-time operational challenges, and promoting exceptional service to our crews, healthcare partners, and patients. Working alongside the Communications Manager and Operations leadership, the Dispatch Lead helps create a positive team environment while reinforcing ABC Ambulance’s commitment to safety, communication, accountability, and customer service.

Essential Responsibilities

• Serve as the primary resource for Dispatchers during assigned shifts by answering questions, providing guidance, and assisting with operational decision-making.
• Promote a positive, team-focused work environment that reflects ABC Ambulance’s culture and values.
• Serve as the operational point of contact within the Communications Center during assigned shifts, escalating issues to Operations leadership as appropriate.
• Aid in onboarding, mentoring, and coaching new Dispatchers while reinforcing department expectations and best practices.
• Maintain system status and help maintain efficient deployment of ambulances and transportation resources throughout the shift.
• Aid in receiving and processing incoming non-emergency transportation requests, ensuring accurate information and appropriate response levels.
• Monitor dispatch activity to help ensure transports are assigned accurately, efficiently, and in a timely manner.
• Communicate effectively with field crews, healthcare facilities, customers, and leadership to resolve service issues and maintain exceptional customer experiences.
• Aid in real-time staffing adjustments by communicating operational needs to leadership and helping coordinate coverage during unexpected changes.
• Maintain vehicle availability and communicate fleet or equipment concerns to the appropriate departments.
• Complete required documentation, reports, and communication logs accurately and promptly.
• Lead by example through professionalism, composure, teamwork, and strong communication during routine operations and high-volume periods.
• Recognize opportunities to support and encourage fellow team members, helping create an environment where people feel respected, valued, and successful.
• Support continuous improvement initiatives and contribute ideas that enhance efficiency, communication, and service.
• Perform other duties as assigned.

Minimum Qualifications

• A high school diploma or GED.
• At least one year of dispatch, transportation scheduling, EMS communications, healthcare, or related experience.
• Previous leadership, training, mentoring, or lead experience preferred.
• Strong verbal and written communication skills.
• Excellent organizational and time management skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Working knowledge of Microsoft Office applications.
• Ability to remain calm and make sound decisions under pressure.
• Valid driver’s license and authorization to work in the United States.

Preferred Qualifications

• Experience in EMS, ambulance transportation, healthcare, or public safety dispatch.
• Experience using CAD, scheduling, dispatch, or transportation management software.
• Knowledge of GPS mapping and fleet management systems.
• Bilingual (English/Spanish) is a plus.