Communications Supervisor

Provides oversight and direction to the Communications functions of Armstrong Ambulance in order to ensure timely and professional responses to all requests for emergency and non-emergency services. Works in conjunction with fellow Supervisors and Director of Communications to manage the needs of the dispatch center on a daily basis. Assists in providing oversight and guidance to the Operations Managers, Base Supervisors, EMS crews, and the Chair Car Division regarding Communications issues. Works on the development and implementation of departmental objectives/performance measures, goals, priorities, communication plans, policies, procedures and protocols in tandem with fellow Supervisors and the Director of Communications.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

General

• Accountable for the effective administration and implementation of all Armstrong Ambulance dispatch communications.
• Assists with maintaining the dispatch schedule to ensure all of the required dispatch shifts are appropriately staffed with the required and certified personnel at all times.
• Assists with scheduling, conducting and documenting all required training for all assigned personnel within the Armstrong Ambulance Communications Department.
• Responsible for retrieving information and the maintenance of the data recording system for the Dispatch center.
• Ensures compliance with all federal and state communications mandates, operating procedures and data entry compliance for Armstrong Ambulance Service.
• Ensures coordination of policies and procedures with Field Operations Managers/Supervisors.
• Responsible for ensuring compliance with all local, state and federal regulations for records management.
• Responsible for the proper operation of all dispatch computer systems, dispatch two-way radio systems and field operations two-way radio systems to include mobile radios, portable radios and cellular phone equipment.
• Works a set schedule as an Emergency Medical Dispatcher.
• Answers inquiries and complaints concerning the activities of Communications personnel of Armstrong Ambulance Service.
• Performs other duties required by Director of Communications/leadership.
• Perform audits on MART Portal
• Perform audits on daily reports and on time performance.
• Research calls for Operations and Billing as requested.
• Review call recordings for non-emergent requests.

General Supervision

• Acts as a resource to assigned staff for operational, educational, and problematic issues.
• Assists with the orientation and training on new hires.
• Assists in performance reviews for Dispatch team members.
• Counsels employees regarding performance improvement.
• Initiates disciplinary actions when appropriate.
• Assists with the scheduling and assigning staff to trucks in order to ensure effective and efficient handling of calls and response times

Company Standards

• Performs all duties in a safe, courteous, confidential and professional manner.
• Maintains a positive and professional image by being well groomed and properly attired at all times.
• Maintains response readiness consistent with company's response criteria.
• Mentors, trains, and encourages fellow staff as needed, to help them attain their full potential.
• Completes all reports legibly, accurately, and on a timely basis.
• Maintains confidentiality of all customer and Armstrong information.

PATIENT PRIVACY:

• Expected to protect the privacy of all patient information in accordance with Company policies, procedures, and practices, as required by Law, and in accordance with general principles of professionalism as a health care provider.
• May access protected health information and other patient information only to the extent that it is necessary to complete job duties. May only share such information with those who have a need to know specific patient information to complete their job responsibilities related to treatment, payment, or other company operations.
• Encouraged and expected to report, without the threat of retaliation, any concerns regarding the company's policies and procedures on patient privacy and any observed practices in violation of that policy to the designated management personnel.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Related experience in EMS Communications/Dispatch.

Must maintain certification as an Emergency Medical Dispatcher (EMD).

Must provide proof of successful completion of MCI Management training (NIMS 100, 200 & 700).

Language Skills:

Ability to read, analyze, and interpret technical journals, operating instructions, procedure manuals, and legal documents. Ability to respond to common inquiries or complaints from employees, management, and regulatory agencies. Ability to effectively present information to management. Ability to effectively interact and communicate with staff, co-workers, management and vendors.

Mathematical Skills:

Ability to work with mathematical concepts such as probability. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Computer Skills:

Ability to use Microsoft office including Word, Excel and Outlook. Ability to use industry specific computer programs, (ie: Right Cad system, Crew Scheduler. )

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret and extensive variety of technical instructions in diagram form and deal with several abstract and concrete variables. Ability to make decisions in a timely and effective manner.

Other:

Customer service oriented; able to communicate clearly; intuitive with a strong knowledge of people; organized and logical; computer skills and aptitude.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must:

• Utilize both gross and fine motor skills of the upper extremities.
• Specific vision abilities include close, color, depth perception and ability to adjust focus.

Armstrong Ambulance reserves the right to test employees with its Drug-Free Workplace policy. Random drug tests may be conducted for positions that are safety sensitive.

WORK ENVIRONMENT:

The work environment is representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The work environment is frequently hectic with quick turnaround times and deadlines.
• The noise level in the work environment is usually moderate.