Director, EMS Dispatch Operations

Bell Ambulance • Milwaukee, WI

2d • Onsite

About The Position

Bell Ambulance is seeking a Director of EMS Dispatch Operations to provide strategic leadership, operational management, and employee development for its IAED-accredited Communication Center. The center operates 24/7 and handles more than 130,000 emergency and inter-facility transport calls annually. The Director is expected to remain closely involved in daily dispatch workflows and connect dispatch operations with street and field crews while building a supportive, accountable, and high-performing culture.

The Director oversees staffing, scheduling, quality assurance, accreditation, training, procedures, technology, and operational performance. This role works with Human Resources and the Scheduling Department, manages dispatch systems and infrastructure, and provides operational insights to executive leadership. The position is full-time and exempt, based in Milwaukee, Wisconsin, reports to the Vice President, and requires 24/7 operational availability as needed. Compensation is competitive and commensurate with experience, with eligibility for a performance-based annual bonus. Relocation assistance is available for qualified out-of-state candidates.

Requirements

• High school diploma or GED equivalent.
• Valid driver's license.
• 6–10+ years of formal administrative management or director-level leadership overseeing a high-volume EMS, 911, or PSAP emergency communications center.
• Emergency Medical Dispatcher (EMD) certification.
• Experience managing multi-tiered teams, with direct authority over hiring, performance evaluations, corrective action, and development of shift supervisors, dispatch training officers, and team members.
• Demonstrated authority in authoring departmental SOPs, establishing Quality Assurance governance, and managing IAED accreditation or state regulatory compliance.
• Prior departmental responsibility for CAD system administration, telephony infrastructure oversight, vendor management, and executive-level analytics reporting.
• Strong emotional intelligence, conflict resolution, accountability, and crisis management capabilities.

Nice To Haves

• Experience working in a fast-paced 24/7/365 environment.
• Bachelor’s degree in Healthcare Administration, Emergency Management, Public Safety, or Business.
• Current field EMS licensure (BLS, ALS, or Critical Care) and prior EMS experience with both 911 and private/inter-facility transport services.
• Hands-on experience with Trauma soft CAD, First Watch, and Microsoft Power BI reporting tools.

Responsibilities

• Build strong working relationships, rapport, and trust between dispatch personnel and street and field operations crews.
• Maintain a just-culture environment that combines systematic review and constructive coaching with accountability and professional standards.
• Develop employee growth and leadership pathways and provide ongoing feedback to dispatchers and supervisors.
• Partner with Human Resources on recruitment, interviewing, hiring, and retention of communication center staff.
• Oversee 24/7 staffing models and master schedules to support coverage, manage fatigue, meet contractual response times, and balance workloads.
• Maintain an active presence in daily dispatch workflows and address operational bottlenecks.
• Coordinate with the Scheduling Department to anticipate peak demand and adjust position needs.
• Improve call-handling times, out-the-door dispatch times, scene turnaround times, and fleet resource allocation.
• Maintain IAED accreditation standards and oversee a Quality Assurance program that tracks performance metrics and provides actionable feedback.
• Review and update dispatch Standard Operating Procedures (SOPs) to support efficient and compliant operations.
• Lead change management when updating SOPs, workflows, or CAD configurations.
• Manage the training curriculum, including standardized onboarding, department certifications, and continuing education.
• Develop cross-training pathways for EMTs and Paramedics to work in the dispatch center.
• Create employee recognition and advancement programs that celebrate performance, quality call-handling, and teamwork.
• Manage the Trauma soft CAD system, phone systems, and radio communications infrastructure.
• Use Microsoft Power BI and First Watch to monitor operational metrics and provide actionable insights to executive leadership.
• Establish dispatcher wellness, peer support, and retention initiatives to address critical incident stress and reduce turnover.

Benefits

• Fully employer-paid premiums from the first day of employment for the medical plan, dental, short-term disability, long-term disability, and life insurance, across all plan tiers.
• Voluntary vision coverage.
• Company 401(k) plan with a match of up to 6%.
• Results Driven Time Off plan, allowing time off as needed when performance is maintained and leader approval is received.
• Performance-based annual bonus eligibility.
• Relocation assistance for qualified out-of-state candidates.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: High school or GED