Communications & Shift Supervisor

Procare Ambulance of Maryland, Inc.•Middle River, MD

3d•Onsite

About The Position

The Shift Supervisor in ProCare’s Communications Department provides leadership for interfacility ambulance service operations during assigned shifts. Based in the Communications Center, the role oversees dispatch performance, crew accountability, on-time service delivery, and customer satisfaction. The supervisor ensures transport requests are managed efficiently, resources are deployed effectively, and field staff receive clear and timely support through real-time supervision, coaching, performance tracking, and interdepartmental communication. The position is hourly and non-exempt, reports to the Director of Operations, and follows a scheduled 1700–0500 rotation of four shifts on and four shifts off. Work is primarily in the Communications Center, with occasional field support or shadowing shifts. The schedule includes weekends, holidays, and possible overnight assignments. The role requires remaining at a desk or dispatch station for extended periods, with light physical activity as needed.

Requirements

High school diploma or GED.
At least 2 years of experience in EMS dispatch or communications, or 2 years of IFT experience.
Valid Maryland Driver’s License in good standing.
Deep understanding of EMS communications systems and interfacility transport workflows.
Ability to lead, coach, and motivate staff in a fast-paced, dynamic environment.
Strong interpersonal skills, including professionalism, empathy, and customer service.
Proficiency in CAD software, dispatch tools, and Microsoft Office Suite.
Sound judgment in operational decision-making under pressure.
Ability to remain at a desk or dispatch station for extended periods and perform light physical activity as required.

Nice To Haves

College-level coursework in Emergency Management, Communications, or Healthcare Administration.
Prior supervisory experience or leadership in a dispatch or EMS environment.
Emergency Medical Technician (EMT) certification.

Responsibilities

Supervise communications and dispatch activity during assigned shifts to ensure timely responses and effective use of resources.
Coordinate with field personnel and team leads on real-time operational decisions, service continuity, and crew support.
Monitor call volumes, dispatch assignments, and trip status to support on-time performance and mitigate delays.
Serve as the escalation point for shift-related issues in the Communications Center and field operations.
Track and document dispatch metrics, including response times, call processing times, unit turnaround, and crew availability.
Analyze operational patterns and contribute to process improvements.
Provide staff feedback based on daily observations and report operational challenges and successes to the Director of Operations.
Liaise between the Communications Center and field healthcare providers to support clear communication, logistics, and shared accountability.
Collaborate with Team Leads and Directors to verify vehicle and crew readiness and address field concerns affecting communications or dispatch efficiency.
Promote professional, accurate, and respectful relationships with clients, partner facilities, municipal agencies, and the public.
Support investigation and resolution of service complaints, including documentation and follow-up with leadership.
Uphold and reinforce ProCare’s values and service commitments in public and internal interactions.
Mentor communications staff and dispatchers, reinforcing procedures and performance expectations.
Participate in onboarding, training, and performance development of new communications personnel.
Ensure compliance with regulatory and internal documentation standards, including accurate CAD entries, trip logs, and communication records.
Adhere to and enforce ProCare’s safety, documentation, and service policies.
Report shift summaries and issues clearly, including status and readiness information.