Communication Supervisor

Nuvance Health; Ann Arbor (MI); On-site; USD 50,000 - 70,000; Full time

Job summary

Nuvance Health recherche un superviseur pour son centre d'appels 911. Le rôle implique la supervision des télécommunicateurs, la gestion des urgences et la garantie de la formation continue, associée à des responsabilités de dispatching direct. Les candidats doivent avoir des qualifications en EMS et de l'expérience en supervision pour gérer des situations critiques avec compétence.

Qualifications

• Doit avoir au moins 18 ans et obtenir les certifications requises.
• Expérience en dispatching ou en supervision pendant trois ans exigée.
• Connaissance des protocoles médicaux de l'aire de couverture.

Responsibilities

• Supervise et évalue le travail des dispatchers dans un centre 911.
• S'assure de l'application des meilleures pratiques lors des appels d'urgence.
• Coordonne les horaires du personnel pour assurer une couverture adéquate.

Skills

Service à la clientèle

Prise de décision critique

Capacité à réagir calmement sous pression

Education

Diplôme de l'école secondaire ou équivalent

Certificat d'éducation médicale d'urgence

Certificat de dispatching d'urgence

Job description

JOB SUMMARY

Performs telecommunications work overseeing and participating in the accurate and rapid dispatch of radio communication of EMS/Fire resources; receiving and transmitting routine and 911 calls; participating in training subordinate operators within the communication center; operating and supervising the operation of serval types of communications equipment used within the communication center.

ESSENTIAL JOB FUNCTIONS

Supervises and reviews the work of personnel performing a variety of duties in connection with the operation of a 911 center, along with direct radio dispatch of EMS and Fire response units.
Ensures telecommunicators implement on-the-job best practices in responding to and handling emergency calls, applying the International Academies of Emergency Dispatch protocols.
Handles scheduling of staff to ensure adequate coverage, including callouts and PTO.
Conducts performance coaching and counseling of telecommunicators.
Coordinates with other agencies in relaying or securing information and maintains constant with established operating frequencies.
Corrects equipment malfunctions or reports the malfunction to the proper maintenance personnel.
Monitor phone calls/radio traffic of telecommunicators to assist in improving their performance and identify training needs.
Assists telecommunicators with difficult emergency calls to elicit as much information as possible.
Receives telephone calls requesting the assistance of information from citizens or emergency service agencies/personnel.
Operates communications and associated peripheral communications equipment to dispatch units.
Maintains required files, records, and accurate communications logs of pertinent transmissions of incoming and outgoing calls.
Identifies training needs, conducts instruction and training of new telecommunicators and trainers, and maintains and updates training records.
Conducts pre-scheduled tours of the communication center.
Plans and attends various meetings.
Performs other related job duties as assigned.

QUALIFICATIONS

Education and Experience:

Must be at least 18 years of age and successfully obtain required certifications including, but not limited to: high school diploma or an equivalent; Michigan driver’s license; Michigan EMS License (EMT, Advanced EMT or Paramedic) preferred; Emergency Medical Dispatch Certificate; Emergency Fire Dispatch Certificate; Three years of dispatch or supervisory experience with the organization or equivalent.

Special Qualifications (May be required depending on the area of assignment)

Assignment to work a variety of work schedules, including compulsory work periods in special, emergency, and/or disaster situations.
Rotating shift, weekend, holiday, and overtime schedules.
Employee’s names must not appear on the Health and Human Services exclusion lists.
Other knowledge, skills, abilities, and credentials required for a specific position.
Knowledge, Skills, and Abilities

Knowledge of automated office equipment practices and procedures
Knowledge of basic radio receiving and transmitting operations, equipment, and proper radiotelephone procedures
Knowledge of legal terminology, grammar, spelling, and math
Knowledge of recordkeeping practices and procedures
Knowledge of the geography of the entire service area, adjoining corporate area and roadway networks, locations of important attractions, buildings, industries, and subdivisions.
Skill in the application of quality customer service
Ability to effectively instruct subordinate communications operators as well as to maintain clear, accurate, and detailed accounts of operations.
Ability to react calmly and promptly handle emergency situations and excited persons in a calm and guiding manner to secure essential information pertaining to emergency situations.
Ability to speak clearly in a clear, well-modulated manner voice and deal with the public in a firm, courteous, tactful, and impartial manner.
Knowledge of coverage area medical protocols

PHYSICAL/MENTAL DEMANDS

The work is sedentary, which requires exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently and constantly.

Visual ability: Sufficient to effectively operate office equipment including copier, computer, etc.; and to read and write reports, correspondence, instructions, etc.
Hearing ability: Sufficient to hold a conversation with other individuals both in person and over a telephone or computer; and to hear recordings on a transcription device.
Speaking ability: Sufficient in communicating effectively with other individuals in person and over a telephone or computer.
Mental ability: Ability to make rational decisions through sound logic and deductive processes.
Talking: Expressing or exchanging ideas by means of spoken word, including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.