Communications Center Manager

AMR Healthcare Oklahoma City, OK

Working under the direction of the Director of Operations, the Communications Center Manager is responsible
for the day-to-day operations of the Communications Center. These responsibilities include supervising all
System Status Controllers and maintaining a close working relationship with field operations, EMSA, and outside
In addition, this position is responsible for receiving requests for ambulance service via telephone and radio,
determining appropriate responses via Medical Priority Dispatch, entering information into the CAD system,
selecting and dispatching the appropriate unit(s) to the call, and maintaining accurate System Status Control
by relocating units to post locations as designed by the System Status Plan. This position interacts with field
operations internally and with those requesting ambulances externally.
Major Duties and Responsibilities:
Demonstrates the ability to enforce policies and procedures established for the Communications Centers
Demonstrates the ability to evaluate employee work performance and to make recommendations as
to continued employment or training needs

Demonstrates the ability to triage a patient's condition on the telephone and decide if a unit will respond as
an emergency or non-emergency
Follows professional radio communications techniques
Demonstrates the ability to communicate with the general public via telephone in a professional and
courteous manner
Demonstrates a willingness and ability to follow directions
Consistently receives emergency calls and enters them into the CAD within 60 seconds, 90% of the time
Consistently achieves alert times within 30 seconds of call-received time, 90% of the time
Demonstrates a working knowledge of all communications equipment to ensure intelligent reporting
of equipment failures
Demonstrates ability to apply the System Status Plan to daily operations
Demonstrates a working knowledge of the equipment necessary to operate, maintain, and request service
calls when appropriate
Demonstrates the ability to maintain quality improvement programs
Demonstrates the ability to develop and modify the System Status Plan as needed for efficient operations
Demonstrates the ability to communicate effectively with residents, public officials, governmental entities
and political leaders when necessary
Ability to direct resources during major/mass casualty incidents
Complies with all company policy, procedures, or practices

Supervisor Responsibilities:
Directly supervises employees in the Communications Center. Carries out supervisor responsibilities in
accordance with the organization's policies, procedures, practices, and applicable laws. Responsibilities include
training employees; planning, assigning, and directing work; appraising performance; rewarding employees;
addressing complaints; and resolving problems. Other supervisory and administrative functions as directed.

Qualification Requirements:

The following list of requirements is representative of the knowledge, skills, and/or abilities required. To perform
this job successfully, and individual must be able to perform each essential duty satisfactorily.
Requires the ability to take charge and direct personnel during stressful situations, as well as the ability to
communicate effectively both verbally and in writing. This position also requires the following:
* Minimum of one (1) year experience in the field as an EMT or Paramedic, or as a dispatcher for fire, law
enforcement or other EMS agency
* Five (5) years of experience in a supervisory role within a communications center strongly preferred
* Current EMT or Paramedic certification and meet other company standards depending on classification level
* EMD certification or acquisition of EMD certification at the next offering of the EMD certification class.

Education and/or Experience:
High school diploma or general education degree (GED)

Language Skills:
The ability to read and interpret documents such as safety rules, operating and maintenance instructions, protocol
and procedure manuals. The ability to write routine reports and correspondence. The ability to speak effectively
on the telephone, radio and to employees of the organization.

Reasoning Ability:
The ability to solve practical problems and deal with a variety of concrete variables in situations where only
limited standardization exists. The ability to interpret a variety of instructions furnished in written, oral, diagram
or schedule form.
Certificates, Licenses, Registrations:
EMT or Paramedic certification required, meeting all company standards
EMD or acquisition of EMD certification the next offering of the EMD certification class

Other skills and abilities:
The ability to communicate effectively with employees, as well as City and County officials, on a daily basis

EOE including Veterans and Disabled