Communications Supervisor

Description: The EMS 911 Dispatch Supervisor oversees the day-to-day operations of the EMS communications center, ensuring effective and efficient dispatch of emergency medical services. This role includes supervising dispatchers, managing call volume and response coordination, maintaining compliance with all policies and procedures, and acting as a liaison between dispatch staff and field operation

Essential Duties And Responsibilities

• Supervise and support a team of EMS dispatchers, including scheduling, training, coaching, and performance evaluations.
• Monitor active 911 calls and radio traffic to ensure proper call handling and timely dispatch of EMS resources.
• Review call logs and CAD records for accuracy, quality assurance, and compliance with protocols.
• Serve as the point of contact for escalated incidents or complex situations during a shift.
• Coordinate with EMS crews, law enforcement, fire departments, and other public safety agencies as needed.
• Conduct ongoing training and continuing education to maintain dispatcher certification and enhance performance.
• Address technical issues with dispatch systems or equipment in collaboration with IT or vendor support.
• Maintain and update dispatch protocols and procedures in compliance with state and federal guidelines.
• Prepare reports on operational performance, staffing, and incident outcomes as required.
• Promote a positive, calm, and professional work environment, especially during high-stress situations.
  
  

Education And/or Work Experience Requirements

• High school diploma or equivalent required; associate’s or bachelor’s degree in a related field preferred.
• Minimum 3 years of EMS or 911 dispatch experience; supervisory experience preferred.
• Certification in Emergency Medical Dispatch (EMD), CPR, T-CPR, and NIMS/ICS courses (100, 200, 700, 800) required. Includes Emergency Telecommunicator Certification (ETC) for Mississippi Centers.
• Proficient with computer-aided dispatch (CAD) systems, radio communication equipment, and Microsoft Office Suite.
• Knowledge of all service areas.
• Proficient in all dispatching consoles that are active in the communication center.
• Strong leadership, decision-making, and communication skills.
• Ability to remain calm under pressure and manage multiple priorities.
• Knowledge of HIPAA, FCC regulations, and state EMS laws.
  
  

Physical Requirements

• Hearing and Speech: Must be able to hear, understand, and communicate clearly over telephone and radio equipment, including during high-noise or stressful situations.
• Vision: Must have adequate close vision to read data on computer screens, CAD systems, and paper documents.
• Sitting: Must be able to sit for extended periods (8-12 hours) at a workstation with minimal opportunity for movement.
• Manual Dexterity: Must be able to use a keyboard, mouse, telephone, and other communications equipment with speed and accuracy.
• Mobility: Occasional standing, walking, bending, and reaching may be required; must be able to quickly move within the communications center if needed.
• Cognitive Ability: Must be able to concentrate for long periods, multitask, and quickly process and act on large amounts of auditory and visual information
  
  

EEOC Statement

Pafford EMS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

We value diversity and strive to create an inclusive workplace where all employees feel respected, supported, and able to contribute to their fullest potential.