Reports To: Communications Manager

Salary: $66,560

Job Summary:

The Communications supervisor will direct and coordinate the daily activities of the employees in the Communication Center and carry out supervisory responsibilities in accordance with the organizations policies and daily operational needs. The Communications supervisor will be responsible for the operations and efficiency within the Communication Center during their assigned shifts.

Essential Functions:

• Ensure appropriate and efficient allocation of resources.
• Foster exceptional partner relationships to ensure quality service.
• Planning, assigning and directing work in the Communications Center.
• Performance Improvement and appraisal for the team members.
• Addressing and resolving problems, issues and complaints.
• Collaborate with all LifeLine team members to ensure On Time Performance (OTP) standards are met.
• Communication with Leadership teams and other departments.
• Maintain professional appearance and demeanor.
• Ensure compliance with organizational policies.
• Monitor organizational dashboards and reports to ensure operational efficiency within the Communications Center.
• Participates in Quality Improvement activities including chart audits, peer reviews and focused studies.
• Participates in continuing education activities as a student, instructor, and proctor.
• Serves as a company representative promoting positive customer relationships through proactive involvement in public business and community activities.
• Other duties as assigned.

Qualifications:

• Current EMD, ETC, or EMT Certification
• Demonstrated strong customer service skills
• Schedule availability to meet operational needs.
• Demonstrated ability to supervise or lead a team
• Ability to multitask
• Demonstrated ability to manage difficult or emotional situations.
• Ability to work independently and follow directions

Cognitive/Psychosocial Requirements:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to accurately complete forms and write concise and accurate reports.
• Ability to effectively present information to co-workers, licensed healthcare professionals, communications center personnel, supervisors, managers, and administrators.
• Ability to listen actively and comprehend the meaning of communications with co-workers, licensed healthcare professionals, communications center personnel, supervisors, managers, and administrators.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to read and interpret routine performance data and bar graphs.
• Ability to apply common sense understanding in order to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to define problems, establish facts based on both objective and subjective data, and draw valid conclusions.
• Ability to interpret basic physiological and psychological signs and symptoms and identify those that are not normal.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Compliance & Safety:

• Reviews paperwork for accuracy and correct process.
• Must participate in scheduled and unscheduled onsite compliance audits.
• Implements corrective/preventive measures as determined by the Corporate Compliance/Audit Committee.
• Cooperates with Internal Audit, Compliance and People Operations on any recommendations and changes to compliance and legal workflow issues.
• Takes swift and immediate action in accordance with Internal Audit and Corporate Compliance on any areas of concern.
• Complies and enforces all policies and procedures.
• Has successfully completed all required Compliance Training within the required time period.
• Has had no compliance-related corrective action during the current review period.
• Participate in Safety and Risk training and activities.
• Serves as a company representative promoting positive customer relationships through proactive involvement in public business and community activities.
• Ensures a safe and productive work environment. Be a steward of safety, that you and your peers operate safely, in an environment free from danger and risk.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl.
• The employee must have close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Closing Statement:

This brief summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.

SUPPORT THE MISSION STATEMENT AND PHILOSOPHY OF LIFELINE AMBULANCE

• Develop a plan for maintaining your own professional growth and development.
• Evidence of respect for dignity, welfare, basic rights of all patients and team members
• Maintain an elevated level of competency within the staff.

LifeLine Ambulance is a proud Equal Opportunity employer, m/f/d/v.