Job Description: Manages and directs all aspects of the day-to-day operations of the Pafford EMS Communications Center. Manages, coordinates, and assesses the work of assigned staff to ensure operations comply with all local, state and federal regulations, as well as, all Pafford EMS policies and procedures. The Communications Center Manager is responsible for the supervision, coordination and prioritization of all Communications Center activities. Responsible for ensuring that standards of performance and client needs are met. The Communications Manager will ensure that all contractual requirements are successfully integrated into the daily operations of the Communications Center. Represents the organization and communicates goals and objectives with staff; directs all day-to-day operations, activities, and programs within the communications center; performs other duties as assigned by the Communications Center Director.
Essential Duties And Responsibilities

• Identify, investigate, and resolve service related issues.
• Assist in the development of the communications center to ensure that the contractual obligations of Pafford Medical Services are met.
• Act as a representative of the communications center on assigned committees, as assigned.
• Identify systems problems that could cause service-related issues.
• Effectively communicate with, and motivates employees.
• Disburse information and implement department policies and procedures.
• Maintain departmental records and reports.
• Work with other departments to identify emerging trends.
• Participate in programs to enhance Pafford’s community image.
• Promote high level of morale among employees.
• Assist with development of goals and objectives for the communications center.
• Participate in quality improvement activities; assists in maintaining compliance with all established customer service standards.
• Facilitate communications/field problem resolution.
• Serve as a departmental resource, and deals effectively with operational difficulties within the communications center.
• Effectively deal with departmental conflicts and provides adequate follow-up.
• Prepare written reports and summaries as required.
• Support and uphold established corporation and departmental policies, procedures, objectives, quality improvement, and safety standards.
• Maintain a calm, non-emotional and professional atmosphere in the communications center at all times.
• Maintain competency and enhances professional growth and development through continuing education, conferences, and seminars.
• Maintain positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers.
• Attend scheduled department meetings and training sessions.
• Adhere to all company policies and procedures.
• Increases professional knowledge through attendance at workshops and conferences, participating in professional associations and activities, and reading professional and local publications;
• Performs all other duties as assigned.

Qualifications

• Bachelors Degree required with four (4) years of progressive leadership experience in a 9-1-1 dispatch center for a high-performance EMS agency; preforming varied technical and/or administrative duties; two (2) years of which must be in a supervisory capacity; or a combination of education, training, and experience which demonstrates the skills, knowledge and ability required to perform the job.
• Additional experience and training which provides the required knowledge skills and abilities may be substituted for educational requirements
• EMR, EMT or Paramedic license preferred, but not required
• Ability to obtain and maintain certifications in Emergency Medical Dispatch (EMD) National Academy of Emergency Medical Dispatch-Q (EMD-Q), Emergency Telecommunicator (ETC) and Cardiopulmonary Resuscitation Card (CPR) within 90 days of hire or appointment.
• Knowledge of Computer Aided Dispatch, E-911 technology, radio systems and relevant regulations
• Ability to perform all job requirements for active System Status Controller and EMDQ
• A thorough grasp of System Status Management and unit hour utilization concept
• Knowledge of emergency medical services and civil preparedness procedures
• Skills in communicating with employees and the public by oral and written means
• Ability to plan, organize, monitor, and evaluate subordinate’s work assignments to accomplish departmental objectives
• Ability to receive detailed information through oral communication, and to make fine discrimination's in sound
• Ability to perform a variety of physical skills, including but not limited to seeing, calculating, typing and writing
• Ability to operate a variety of office equipment including, but not limited to, PC, telephone, and CAD system
• Ability to collect, analyze and prepare high quality written reports
• Ability to plan, organize, schedule and monitor complex reports
• Ability to establish and maintain effective working relationship with employees, clients, vendors, and patients
• Ability to gain and maintain advanced knowledge of Pafford EMS policies and procedures;
• Must possess excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers and staff.
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• Ability to keep all relevant parties informed of all major issues and programs and to recommend changes as appropriate;
• Ability to establish and maintain effective working relationships with county officials, healthcare facilities, staff, representatives from other agencies and the general public;
• Proficiency in utilizing ZOLL Data Systems and related products, including but not limited to, ZOLL CAD, Navigator, Crystal Reporting, ZOLL Online,
• Proficiency utilizing MS Office Suite products, including but limited to Word, Excel, and Power-point
• Ability to perform Quality Assurance and Review utilizing National Academy of Emergency Medical Dispatch-Q,
• Communications Center Manager (CCM) certification preferred but not required
• Ability to obtain and maintain certifications in ISC 100, 200, NIMS 700, and IS-800 within 90 days of hire or appointment; ICS 300 and ICS 400 within 1 year of hire or appointment.
• Must possess a valid drivers license
• Must be able to pass comprehensive background screening.

Physical Requirements

• Ability to work 8 hour shifts, to work overtime including mandatory overtime, to be available to work on scheduled days off and in the event of an emergency.
• Subjected to prolonged periods of sitting.
• Ability to walk, stand, bend, or lift/hold/carry objects found in an office environment.
• Ability to hear, communicate and respond to co-worker and customer inquiries both in person and over the telephone or other communication devices.
• Ability to operate a PC/laptop and to enter & retrieve information from a computer.
• Ability to handle varying and often high levels of stress. Must be able to remain calm when others are panicked or afraid.
• Must be able to effectively operate telephonic devices, computer systems, and radio communications systems with reasonable accommodations.
• Must possess visual acuity to prepare and analyze data and figures; specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• The employee may occasionally be required to lift and/or move up to 50 pounds.
• Must be able to pass drug test and medical screening.

Travel Time: 0-10%
Hours: 40hr/wk
Salary: Commensurate with education and experience
NOTE: The above statements are intended to describe the general nature and level of work being performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills and physical demands required of personnel so classified. This document in no way constitutes a contract of employment. Management reserves the right to revise the job, or to require that other or different tasks be performed, should circumstances change (i.e., changes in personnel, workload, or technological developments).