Communications Center Manager

Job Overview

AAA Ambulance has been serving the Pine Belt area since 1965. We are seeking to employ an experienced, poised, and self-disciplined Communication Center Manager to oversee daily operations in the Communications Center. This role is responsible for monitoring, assisting, and directing the intake, processing, and delivery of emergency and non-emergency requests for air and ground ambulance service.

The candidate must be self-motivated, detail-oriented, and skilled at problem-solving. This position offers the opportunity to lead a diverse team, strengthen Communications Center operations, and contribute to the overall success of our organization.

Key Responsibilities

• Plan, organize, and direct communication functions across the organization.
• Lead and supervise a team of Emergency Medical Dispatchers, ensuring high performance and professional development through coaching and mentoring.
• Oversee communications center management activities, including monitoring call quality, managing workflows, and ensuring adherence to service standards.
• Oversee Communications Center policies and procedures related to emergency calls, non-emergency calls, standbys, and other patient-care transports.
• Coordinate communication processes to support efficient emergency and non-emergency response operations.
• Implement and enforce established Communications Center policies.
• Prepare the annual operational budget for the Communications Center and ensure expenses within the manager’s area of responsibility remain in compliance.
• Assist with developing recommendations for capital communications equipment.
• Hire and support personnel in the Communications Center.
• Serve as the Quality Improvement Coordinator for the IAED Protocols used to ensure that the goals of the quality improvement program are achieved.
• Monitor daily Communications Center staffing and transport scheduling.
• Maintain proficiency in all communications hardware and software.
• Maintain proficiency in the TCS/Flight CAD.
• Conduct monthly and as needed quality assurance reviews using IAED-approved protocols and Aqua software.
• Produce monthly EMD scores.

Required Qualifications, Skills, and Experience

• Proven supervisory or management experience in a call center.
• Bachelor of Science degree in a related field or four years of EMS-related communications management experience.
• Current Emergency Medical Dispatcher Certified with a minimum of five years’ experience.
• EMD-Q Certified or ability to become certified within 90 days.
• IAMTCS certification required within six months.
• Knowledge of local, regional, and state laws, rules, and regulations pertaining to emergency medical dispatch.
• Strong leadership skills with the ability to motivate teams in a fast-paced setting while managing multiple priorities effectively.
• Comprehensive knowledge of Communications Center functions and related equipment.
• Knowledge of business, management, and fiscal practices, with a demonstrated ability to implement these skills effectively.
• Excellent organizational abilities and communication skills.

As Communications Center Manager, you will lead a dedicated team committed to delivering outstanding service. Your leadership will support effective communication strategies and help foster a work environment built on teamwork, accountability, and excellence.

Salary will be based on experience, and reasonable relocation assistance may be considered.

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Emergency Medical Dispatch: 5 years (Required)
• EMS Management: 4 years (Required)

Ability to Relocate:

• Hattiesburg, MS 39402: Relocate before starting work (Required)

Work Location: In person

Salary : $47,173 - $68,929