Manager, Emergency Communications
About The Position
Responsible for managing the WakeMed Emergency Communications Center for medical transport (MedCom) and Campus Police (Wake Central) communications, with 24/7 responsibility for system-wide operations including issuing NOTAMs for all WakeMed helipads. Oversees call processing, triage, and dispatch of appropriate Campus Police resources or ground Ambulances to emergency and non-emergency responses for the WakeMed Health and Hospitals system. Additionally, oversees security video and electronic monitoring systems, cameras, fire alarms, panic alarms, silent alarms, and various patient safety alarms managed by Emergency Communications. Performs the duties of WakeMed Communications Specialists for Law Enforcement and medical Transport meeting the operational expectations as needed. Responsible for staffing of the Communications Center, including hiring, orienting, and training Communications Specialists. Troubleshoots issues regarding timeliness of service response, compliance with performance standards, and quality assurance issues. Reviews voice recordings of radio and telephone traffic periodically as required to assure compliance with operational policy, customer service policy and other policies as appropriate. Completes daily, monthly and annual performance activity/data reporting. Assists in the event of a regional disaster with communications under CapRac. Development of budget and maintenance, compliance with budget limitations, and development and maintenance of departmental policies and procedures.
Requirements
- 3 Years Leadership Required
- 3 Years Dispatch - Emergency Preferred
- 3 Years Dispatch - Critical Care Transport Preferred
Nice To Haves
- National Association of Air Medical Communication Specialists (NAACS) Certified Flight Communicator Preferred
- National Association of Emergency Medical Dispatch (NAEMD) operator Preferred
- Emergency Medical Dispatcher Preferred
- Bachelor's Degree Preferred
Responsibilities
- Managing the WakeMed Emergency Communications Center for medical transport (MedCom) and Campus Police (Wake Central) communications
- 24/7 responsibility for system-wide operations including issuing NOTAMs for all WakeMed helipads
- Oversees call processing, triage, and dispatch of appropriate Campus Police resources or ground Ambulances to emergency and non-emergency responses for the WakeMed Health and Hospitals system
- Oversees security video and electronic monitoring systems, cameras, fire alarms, panic alarms, silent alarms, and various patient safety alarms managed by Emergency Communications
- Performs the duties of WakeMed Communications Specialists for Law Enforcement and medical Transport meeting the operational expectations as needed
- Responsible for staffing of the Communications Center, including hiring, orienting, and training Communications Specialists
- Troubleshoots issues regarding timeliness of service response, compliance with performance standards, and quality assurance issues
- Reviews voice recordings of radio and telephone traffic periodically as required to assure compliance with operational policy, customer service policy and other policies as appropriate
- Completes daily, monthly and annual performance activity/data reporting
- Assists in the event of a regional disaster with communications under CapRac
- Development of budget and maintenance, compliance with budget limitations, and development and maintenance of departmental policies and procedures
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What This Job Offers
Job Type
Full-time
Career Level
Manager
