Communications Center Manager

Essential Duties And Responsibilities

• Identify, investigate, and resolve service related issues.
• Assist in the development of the communications center to ensure that the contractual obligations of Pafford Medical Services are met.
• Act as a representative of the communications center on assigned committees, as assigned.
• Identify systems problems that could cause service-related issues.
• Effectively communicate with, and motivates employees.
• Disburse information and implement department policies and procedures.
• Maintain departmental records and reports.
• Work with other departments to identify emerging trends.
• Participate in programs to enhance Pafford’s community image.
• Promote high level of morale among employees.
• Assist with development of goals and objectives for the communications center.
• Participate in quality improvement activities; assists in maintaining compliance with all established customer service standards.
• Facilitate communications / field problem resolution.
• Serve as a departmental resource, and deals effectively with operational difficulties within the communications center.
• Effectively deal with departmental conflicts and provides adequate follow-up.
• Prepare written reports and summaries as required.
• Support and uphold established corporation and departmental policies, procedures, objectives, quality improvement, and safety standards.
• Maintain a calm, non-emotional and professional atmosphere in the communications center at all times.
• Maintain competency and enhances professional growth and development through continuing education, conferences, and seminars.
• Maintain positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers.
• Attend scheduled department meetings and training sessions.
• Adhere to all company policies and procedures.
• Increases professional knowledge through attendance at workshops and conferences, participating in professional associations and activities, and reading professional and local publications;
• Performs all other duties as assigned.

Qualifications :

• Additional experience and training which provides the required knowledge skills and abilities may be substituted for educational requirements
• EMR, EMT or Paramedic license preferred, but not required
• Ability to obtain and maintain certifications in Emergency Medical Dispatch (EMD) National Academy of Emergency Medical Dispatch-Q (EMD-Q), Emergency Telecommunicator (ETC) and Cardiopulmonary Resuscitation Card (CPR) within 90 days of hire or appointment.
• Knowledge of Computer Aided Dispatch, E-911 technology, radio systems and relevant regulations
• Ability to perform all job requirements for active System Status Controller and EMDQ
• A thorough grasp of System Status Management and unit hour utilization concept
• Knowledge of emergency medical services and civil preparedness procedures
• Skills in communicating with employees and the public by oral and written means
• Ability to plan, organize, monitor, and evaluate subordinate’s work assignments to accomplish departmental objectives
• Ability to receive detailed information through oral communication, and to make fine discrimination's in sound
• Ability to perform a variety of physical skills, including but not limited to seeing, calculating, typing and writing
• Ability to operate a variety of office equipment including, but not limited to, PC, telephone, and CAD system
• Ability to collect, analyze and prepare high quality written reports
• Ability to plan, organize, schedule and monitor complex reports
• Ability to establish and maintain effective working relationship with employees, clients, vendors, and patients
• Ability to gain and maintain advanced knowledge of Pafford EMS policies and procedures;
• Must possess excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers and staff.
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• Ability to keep all relevant parties informed of all major issues and programs and to recommend changes as appropriate;
• Ability to establish and maintain effective working relationships with county officials, healthcare facilities, staff, representatives from other agencies and the general public;
• Proficiency in utilizing ZOLL Data Systems and related products, including but not limited to, ZOLL CAD, Navigator, Crystal Reporting, ZOLL Online,
• Proficiency utilizing MS Office Suite products, including but limited to Word, Excel, and Power-point
• Ability to perform Quality Assurance and Review utilizing National Academy of Emergency Medical Dispatch-Q,
• Communications Center Manager (CCM) certification preferred but not required
• Ability to obtain and maintain certifications in ISC 100, 200, NIMS 700, and IS-800 within 90 days of hire or appointment;

ICS 300 and ICS 400 within 1 year of hire or appointment.

• Must possess a valid drivers license
• Must be able to pass comprehensive background screening.

Physical Requirements :

• Ability to work 8 hour shifts, to work overtime including mandatory overtime, to be available to work on scheduled days off and in the event of an emergency.
• Subjected to prolonged periods of sitting.
• Ability to walk, stand, bend, or lift / hold / carry objects found in an office environment.
• Ability to hear, communicate and respond to co-worker and customer inquiries both in person and over the telephone or other communication devices.
• Ability to operate a PC / laptop and to enter & retrieve information from a computer.
• Ability to handle varying and often high levels of stress. Must be able to remain calm when others are panicked or afraid.
• Must be able to effectively operate telephonic devices, computer systems, and radio communications systems with reasonable accommodations.
• Must possess visual acuity to prepare and analyze data and figures; specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and / or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• The employee may occasionally be required to lift and / or move up to 50 pounds.
• Must be able to pass drug test and medical screening.

Travel Time : 0-10%

Hours : 40hr / wk

Salary : Commensurate with education and experience