Communications Supervisor

PRIORITY ONDEMAND•Roswell, GA

11d•$24 - $27•Onsite

About The Position

The Communications Shift Supervisor at Central EMS is responsible for overseeing the coordination of call intake, monitoring, and dispatching of emergency and non-emergency medical services during their assigned shift. This role requires guiding a dedicated team of dispatchers, ensuring operational efficiency, and maintaining high standards of customer service and communication center performance. This position offers competitive pay, comprehensive training, and a rewarding leadership opportunity within Emergency Medical Services (EMS). Under the direct supervision of the Communications Manager, the Communications Shift Supervisor manages day-to-day communications center operations while overseeing the implementation of departmental goals, objectives, and policies. The Supervisor serves as a leader and role model, ensuring employees adhere to established protocols and support the culture and standards of Central EMS. The Communications Shift Supervisor ensures the efficient daily operation of the communications center, oversees the dispatch of emergency and non-emergency services, and supports the dispatch team in delivering exceptional service. In addition to leadership responsibilities, the Supervisor must be capable of functioning in the role of a dispatcher and demonstrate proficiency in all areas of dispatch operations. This is a working supervisor position and is expected to actively assist with communications center operations as needed. Flexibility is required to provide shift coverage and respond to operational needs when necessary.

Requirements

High School Diploma or GED.
Minimum of 3-5 years of experience in EMS or public safety communications.
Previous leadership or supervisory experience preferred.
Strong interpersonal, organizational, and time management skills.
Excellent customer service abilities.
Proficiency in Microsoft Office Suite, including Excel and Word.
Strong written and verbal communication skills.
Ability to thrive in a fast-paced, high-pressure environment.
Proficiency in all aspects of dispatch operations.
Experience with CAD, Vanguard, radio communications, and other dispatch technologies.

Nice To Haves

Emergency dispatch or communications-related certifications.
Prior experience leading teams in an EMS or public safety communications environment.

Responsibilities

Lead and supervise dispatch personnel.
Ensure adherence to departmental policies, procedures, and performance standards.
Provide coaching, training, and support to staff.
Recommend corrective and disciplinary action when appropriate.
Foster a positive and productive team environment.
Oversee system status management to ensure optimal utilization of resources.
Utilize Computer Assisted Dispatch (CAD) systems to monitor unit status and deployment.
Track resources and unit availability through CAD and Vanguard systems.
Ensure appropriate deployment of resources to meet operational demands.
Oversee dispatch activities for emergency and non-emergency medical services.
Coordinate communication between call takers and dispatchers.
Monitor service levels and ensure accurate ETAs are communicated.
Assist with call-taking and dispatching functions as needed.
Coordinate the deployment and utilization of available assets.
Maintain working knowledge of all service areas, unit types, and customer requirements.
Support efficient resource allocation to meet service demands.
Demonstrate strong critical thinking and decision-making skills.
Effectively manage operational challenges in a fast-paced environment.
Provide real-time solutions while maintaining service quality and communication effectiveness.
Monitor operational performance metrics and compliance standards.
Maintain daily logs and shift reports.
Complete and review End of Shift Reports, Monthly Statistics Reports, Training Updates, and Continuous Quality Improvement reports.
Identify improvement opportunities and support employee development.
Assist the Communications Manager with staff scheduling, payroll documentation, performance evaluations, and operational reporting and documentation.
Provide shift coverage as needed.
Assist with staffing challenges to support uninterrupted operation of the communications center.
Perform other duties as assigned by the Communications Manager.
Support organizational initiatives and departmental goals.