EMS Dispatch Communications Manager (Louisville, KY) (28803)

AMERIPRO EMS • Louisville, KY

15h • Onsite

About The Position

AmeriPro EMS is seeking an experienced and professional Communications Manager who’s responsible for the full operational, personnel, and strategic oversight of all emergency and non-emergency call-taking and dispatching functions. This role includes direct responsibility for hiring training, scheduling, performance management, policy enforcement, and quality assurance of all communications center personnel. Shift/Schedule: Monday-Friday 0800-1700

Requirements

• High School diploma or GED.
• 3–5 years of progressive leadership experience in EMS or 911 Communications Center operations.
• Demonstrated experience supervising large teams and managing complex scheduling environments.
• Experience with hiring, disciplinary actions, and performance evaluations.
• Working knowledge of CAD systems, System Status Management (SSM), and EMS deployment strategies.
• Strong verbal and written communication skills.
• Ability to meet the physical requirements of the role, including lifting up to 50 pounds and prolonged periods of standing, walking, or sitting.

Nice To Haves

• Associate or Bachelor’s degree.
• Current or previous Emergency Medical Dispatcher (EMD) certification.
• EMS field experience (EMT or Paramedic) is beneficial but not required.
• Strong understanding of EMS dispatch operations, unit deployment, and communications workflows.
• Ability to interpret performance metrics and produce executive‑level reports.
• Experience in policy development, training implementation, and change management.
• Demonstrated servant-leadership style with strong interpersonal and employee‑engagement skills.
• Proven ability to navigate complex personnel issues and drive accountability across teams and sites.

Responsibilities

• Lead, supervise, and hold accountable all Communications Center staff
• Develop, implement, and enforce Communications Center policies, procedures, and performance standards
• Manage all aspects of hiring and workforce development
• Oversee scheduling, staffing levels, and timecard approvals, ensuring 24/7 operational coverage while managing labor costs and minimizing overtime
• Direct and continuously improve daily communications operations, including CAD functionality, call processing quality, dispatch accuracy, EMD compliance, and unit deployment efficiency
• Serve as the primary authority for corrective action and employee relations
• Lead quality assurance and quality improvement initiatives
• Act as the primary liaison between Communications and Field Operations

Benefits

• Competitive Compensation
• Personal Time Off starting at 2 weeks; increases with tenure
• Expansive benefits package to include Medical; Dental; Vision; Voluntary Short-term Disability, Life, Accidental, Critical Illness, Hospital Indemnity
• Employer paid Basic Life AD&D with a HDHP
• Employer $600 Contribution to HSA with a HDHP
• 401k Employee Match 50% up to first 6% of eligible compensation
• Tuition Reimbursement
• Employee Assistance Program

What This Job Offers

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