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Communications Center Manager

JOB TITLE:                  Communications Center Manager 

REPORTS TO:             Chief Operation Officer 

FLSA CLASS:              Exempt 

DATE REVISED:          February 1, 2018 



The Communications Manager is responsible for the operational development, daily management and administration of the Communications Center providing emergency medical dispatch and communication services.   This position also manages the responsibilities and performance of the EMD QA/QI Supervisor, Communications Supervisors, Transportation Coordinator, Call-Takers and System Status Controllers.   Additionally, the Communications Manager develops, implements, and monitors the process and procedures of the Communications Center, assigns work, and makes necessary changes to policy and procedures. 


SPECIAL NOTE:  This job has been designated as a Safety Sensitive Position by MedStar. Public safety, as well as the safety of MedStar employees, requires that the employee in this position be able to perform all essential functions at the highest levels at all times.  Therefore, this position is subject to frequent drug testing and requires reporting of all employee use of High Risk Medications identified by MedStar and certification from the employee’s physician that such medications can be safely used while working.  Because MedStar’s ability to deliver emergency medical response depends on having a workforce that can be reliably scheduled, this job also requires regular and reliable attendance.  This is a high-stress job that requires focus, engagement, and high performance in traumatic, physically demanding, emotionally charged, and life-threatening situations.  The position involves exposure to serious and graphic injury to adults and children, including death and dismemberment.  A high level of physical, mental, and emotional health is an essential requirement.



  • Oversee the planning, implementation, direction and management of all Communications Center functions and personnel 24/7/365 to ensure the accomplishment of departmental schedules, goals, and objectives in an efficient and effective manner.
  • Manage the coordination of the Communications Academy, a three week course of instruction that develops and assesses the key competencies necessary to perform according to department expectations for the entry position. Additionally, review employment, salary, training and career development for all Communications staff
  • Maintain appropriate physical and mental health required to perform the essential functions of this job.  
  • Regular and timely physical attendance during assigned work hours.  
  • On-call and overtime work required in emergencies and at other times as directed or assigned.



  • Implement the department vision through subordinate Supervisors to maximize employee productivity and morale through ensuring sufficient staffing for the department 24 hours a day, approval of disciplinary recommendations made by Supervisors, evaluating employee performance, investigating and resolving grievances.
  • Develop and implement standard operating procedures and user manuals related to the Communications Center and distribute new FCC or company rules and regulations regarding radio usage 
  • Work effectively as member of the MedStar team and as a member of Leadership team, set proper example for subordinate employees to follow
  • Complete other projects and/or responsibilities as assigned by the Chief Operations Officer.
  • Ensure confidentiality of medical and all other discretionary information.



  • Utilize software to create pre-employment tests to determine whether applicants have the knowledge, skills, and abilities needed to succeed during training and when working on the job.
  • Ensure proper training, through subordinate Supervisors and Communications Training Officers, of the staff in emergency and non-emergency call procedures, dispatch procedures, operation of computer aided dispatch (CAD) system, Positron telephone system, Motorola radio equipment and related communications/computer equipment.  
  • Perform research which includes gathering information, analyzing data and preparing professional reports to ensure fellow management is aware of the status, progress, activities, and problem areas of the Communications Center.
  • Coordinate the radio licensing of vehicles organizing local, regional, state and federal frequency assignments including renewals and modifications.
  • Prepare annual operating budget for Communications Center; monitor expenditures and authorizes procurement of materials, supplies, and equipment.
  • Investigate, answer and resolve citizen or other complaints as needed. Additionally, provide radio traffic and/or call playback for on-going investigations both inside and outside of the department.  
  • Prepare statistical, financial and other regular or special reports as needed.
  • Manage, with IT, all department technical equipment and systems to promote maximum efficiency and effectiveness of all operations; research and implement upgrades and/or replacements.
  • Coordinate with contracted individuals in the minor maintenance and limited installation of Computer Aided Dispatch (CAD) and telecommunications equipment.
  • Oversee re-accreditation process which includes coordination of EMD/Dispatch Quality Assurance/Improvement committees, facilitation by the EMD QA/QI Supervisor of QA/QI progress/feedback, and submission of materials as required by the National Academy of Emergency Dispatch.
  • Oversee and manage the job performance of EMD QA/QI Supervisor and the development and implementation of the Communications Center EMD Quality Assurance/Improvement Program. This includes the direction, coaching and support of team members in the effective, professional delivery of service and care to customers and patients to exceed company standards, the coordination of all meetings and committees as required by NAED, and the facilitation of regular, scheduled QA/QI progress/feedback.  
  • Oversee Q process for non-emergency calls and tracking of dispatch QA’s for Communications Supervisors
  • Serves as department/company liaison with other emergency communications centers, fire departments, and law enforcement agencies to plan and coordinate emergency services.
  • Coordinate communication problem resolution process with the Public Safety Departments of member cities for which we provide service, through regularly scheduled meetings and the use of ad hoc planning committees when needed.
  • Develop contacts with external agencies and other organizations to develop a sense of relevant issues facing our community and to respond as a representative of the company.
  • Maintain “Center of Excellence” accreditations.



  • Air conditioned office environment



  • Sit for extended periods of time
  • Walk, stand, bend, squat, twist and reach
  • Simple grasping and fine manipulation
  • Extended keyboarding



  • Bachelor’s Degree in Business Administration or related field AND a minimum of seven years of management experience, OR a similar combination of education and experience
  • Current AEMD and BCLS certifications
  • EMD-Q Certification or the ability to obtain certification within 6 months of filling the position
  • Knowledge of Computer Aided Dispatch, E-911 technology, 800 MHz Radio 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 research methods, survey techniques and statistical and/or financial methodologies
  • Knowledge of emergency medical services and civil preparedness procedures
  • Skills in communicating with other city employees and the public by oral and written means
  • Ability to plan, organize, monitor, and evaluate subordinate’s work assignments to accomplish unit objectives
  • Ability to receive detailed information through oral communication, and to make fine discriminations 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
  • Have working knowledge of instructing the adult learner
  • 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
  • Must not have been excluded by the OIG to Participate in Federally Funded Heath Care Programs




  • Knowledge of the Just Culture Model

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