Communications Manager

Harris County ESD 11 • Klein, TX

7d

About The Position

The Communications Manager directs the daily operations and ongoing development of the District’s 911 Communications Center (Control). The role oversees departmental performance, personnel management, quality improvement, training, regulatory compliance, communications technology, and operational readiness. The Communications Manager works with the Chief Operating Officer and other operational leaders to evaluate system performance, resource deployment, and communications strategies that support reliable and effective emergency medical response.

This is designated a Safety Sensitive Position. The role requires regular and reliable attendance and is subject to frequent drug testing and reporting of specified High-Risk Medication use, with physician certification that such medications can be safely used while working. The job involves high-stress, traumatic, physically demanding, emotionally charged, and life-threatening situations, including exposure to serious and graphic injuries and death. A high level of physical, mental, and emotional health is an essential requirement.

The position is based in an air-conditioned office environment. The physical requirements include extended sitting, lifting up to 10 pounds, walking, standing, bending, squatting, twisting, reaching, fine motor tasks, extended keyboarding, and maintaining focus and cognitive function during prolonged high-stress situations. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Requirements

• Bachelor’s degree in business administration, emergency management, public safety, or a related field; equivalent years of experience may be considered in lieu of education.
• Five years of progressive experience in emergency communications, EMS, or public safety operations, including at least three years in a supervisory or management role.
• Current IAED Emergency Medical Dispatcher (EMD) certification.
• Knowledge of EMS communications, Emergency Medical Dispatch standards, CAD and radio systems, and applicable FCC requirements.
• Strong management, decision-making, communication, and problem-solving skills in a high-pressure operational environment.
• NIMS ICS-100, ICS-200, ICS-700, and ICS-800 required.
• ICS-300 and ICS-400 must be obtained within 12 months if not already held.
• Valid Texas driver’s license and ability to meet District background and driving requirements.
• Must not have been excluded by the OIG from participating in Federally Funded Health Care Programs.
• Ability to sit for extended periods and lift up to 10 pounds.
• Ability to walk, stand, bend, squat, twist, reach, perform fine motor tasks and extended keyboarding, and maintain focus and cognitive function during prolonged high-stress situations.
• Ability to meet the position’s safety-sensitive requirements, including regular and reliable attendance and applicable medication reporting and physician certification requirements.

Nice To Haves

• EMD-Q certification.
• Experience with ACE accreditation.
• Experience with process improvement methodologies, including Six Sigma.
• ICS-300 and ICS-400 certifications already held at the time of hire.

Responsibilities

• Oversee daily Communications Center operations, including staffing, workflow, service delivery, and overall performance.
• Lead and develop Communications Supervisors and Telecommunicators through performance management, coaching, employee development, and consistent application of departmental expectations.
• Develop, review, and implement Communications policies, procedures, and operational practices that support effective operations and compliance.
• Evaluate call processing, dispatch performance, resource deployment, unit utilization, response-related metrics, and operational trends; develop improvement strategies.
• Oversee the performance, reliability, and effective use of CAD, radio, telephone, recording, and other communications systems; evaluate technology needs and improvements.
• Manage the Communications quality improvement program, evaluate performance trends and protocol compliance, and ensure identified concerns are addressed.
• Manage efforts to maintain Accredited Center of Excellence (ACE) accreditation and ensure practices, quality improvement, documentation, training, and performance standards align with accreditation requirements.
• Direct training, continuing education, and professional development for Communications personnel and ensure required certifications and competencies are maintained.
• Ensure Communications operations comply with Emergency Medical Dispatch standards, FCC requirements, District policies, and applicable federal, state, and local requirements.
• Partner with the COO, Operations, and Clinical leadership to assess deployment strategies, resource utilization, system performance, and operational needs, providing expertise and recommendations for planning and decisions.
• Evaluate Communications workflows, technology, resource needs, and departmental priorities; develop recommendations for current and future operational needs.
• Maintain effective relationships with public safety agencies, healthcare partners, communications centers, vendors, and other external partners.
• Manage departmental resources and expenditures within the approved budget and participate in budget development and long-term planning for staffing, technology, equipment, and operational needs.
• Participate in organizational planning, emergency preparedness, special operations, and other District initiatives requiring Communications management or operational expertise.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager