Communications Center Manager

American Medical Response Oklahoma City, OK
More Information about this Job

Summary:Working under the direction of the Director of Operations, the Communications Center Manager is responsiblefor the day-to-day operations of the Communications Center. These responsibilities include supervising allSystem Status Controllers and maintaining a close working relationship with field operations, EMSA, and outsideagencies.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 Controlby relocating units to post locations as designed by the System Status Plan. This position interacts with fieldoperations internally and with those requesting ambulances externally.Major Duties and Responsibilities:Demonstrates the ability to enforce policies and procedures established for the Communications CentersDemonstrates the ability to evaluate employee work performance and to make recommendations asto continued employment or training needs

Demonstrates the ability to triage a patient's condition on the telephone and decide if a unit will respond asan emergency or non-emergencyFollows professional radio communications techniquesDemonstrates the ability to communicate with the general public via telephone in a professional andcourteous mannerDemonstrates a willingness and ability to follow directionsConsistently receives emergency calls and enters them into the CAD within 60 seconds, 90% of the timeConsistently achieves alert times within 30 seconds of call-received time, 90% of the timeDemonstrates a working knowledge of all communications equipment to ensure intelligent reportingof equipment failuresDemonstrates ability to apply the System Status Plan to daily operationsDemonstrates a working knowledge of the equipment necessary to operate, maintain, and request servicecalls when appropriateDemonstrates the ability to maintain quality improvement programsDemonstrates the ability to develop and modify the System Status Plan as needed for efficient operationsDemonstrates the ability to communicate effectively with residents, public officials, governmental entitiesand political leaders when necessaryAbility to direct resources during major/mass casualty incidentsComplies with all company policy, procedures, or practices

Supervisor Responsibilities:Directly supervises employees in the Communications Center. Carries out supervisor responsibilities inaccordance with the organization's policies, procedures, practices, and applicable laws. Responsibilities includetraining 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 performthis 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 tocommunicate 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, lawenforcement 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, protocoland procedure manuals. The ability to write routine reports and correspondence. The ability to speak effectivelyon 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 onlylimited standardization exists. The ability to interpret a variety of instructions furnished in written, oral, diagramor schedule form.Certificates, Licenses, Registrations:EMT or Paramedic certification required, meeting all company standardsEMD or acquisition of EMD certification the next offering of the EMD certification classOther skills and abilities:The ability to communicate effectively with employees, as well as City and County officials, on a daily basis

EEO Statement

EOE including Veterans and Disabled