Communications Manager

Emergycare; Erie (Erie County); On-site; USD 48,000 - 64,000; Full time

Job summary

EmergyCare in Erie, PA is seeking a Communications Manager to direct and coordinate the 24/7 Communications Center and ensure compliance with EMS guidelines and state standards.

The role requires leading staff, developing SOPs, and coordinating with emergency services agencies while maintaining secure records and handling personnel scheduling and overtime. Strong leadership and interpersonal communication are essential.

Qualifications

• High school graduate or equivalent and EMD certification.
• At least one year of experience as a telecommunicator.
• Familiar with policies and procedures of the current communications system.

Responsibilities

• Direct and coordinate activities of all employees in the Communications Center.
• Establish and apply operational policies and procedures.
• Monitor the overall system related to CAD and SSM.
• Ensure 24-hour operation and readiness during emergencies.
• Oversee staffing, overtime, PTO/ESB, holidays, etc.
• Coordinate with Director of Operations and other public safety partners.
• Develop and implement standard operating procedures and disaster operations procedures.
• Supervise Communications Specialists and trainees.

Skills

Leadership

Interpersonal communication

Oral and written communication

Education

High School diploma or equivalent

Emergency Medical Dispatcher certification

Tools

Dispatching software

MS Office 365

Web browser Internet software

Job description

Job Details

Job Location: Erie, PA 16502

Position Type: Full Time

Education Level: High School

Purpose of the Position

To direct and coordinate activities of all employees in the Communications Center and to establish and apply operational policies and procedures uniformly and consistently. To initiate appropriate action as well as any follow-up action as required per the standard operating procedures. The Communications Manager is responsible for monitoring the overall system as it relates to the operations of System Status Management (SSM), Computer Aided Dispatch (CAD) using designated organization platform, as well as oversee the operations of the Communication Center twenty-four hours a day. The incumbent is required to be available during emergency situations and attend required meetings.

Dimensions

Personnel guided: Communications Specialists and trainees as assigned.

Equipment: All communications equipment including Maps, Computer Aided Dispatch (CAD) terminals, telephone equipment, radios, communications consoles and personal computers.

Nature and Scope

The Communications Manager is responsible for the twenty-four-hour operation of the Communications Center to ensure compliance with the established EmergyCare and state standards. Responsible for adequate staffing in the Communications Center as well as maintaining control of personnel hours (including overtime, PTO/ESB, holidays, etc.)

In this management position, close working relationships are maintained with the Director of Operations, Communications Supervisor, Education Department, as well as Operations and Field Supervisors.

The Communications Manager will work directly with personnel in other components of the system such as fire departments, Emergency Medical services, police departments, and hospitals. He/She will be responsible for developing and implementing standard operating procedures for the Communications Center. The incumbent is also responsible for developing and implementing disaster operations procedures working closely with Emergency Management Agency and other public safety agencies. The Communications Manager is responsible for all communications manuals and maintains confidential and secure records for the Communication Centers transactions and resources.

Supervisory/Management Responsibilities

Directly supervises/manages the employees in the Communication Center. Carries out supervisory/management responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications Education and/or Experience

The incumbent must be a high school graduate or equivalent and be currently certified Emergency Medical Dispatcher with at least one-year experience as a telecommunicator.

This individual must be familiar with the policies and procedures of the current communications system.

Strong interpersonal oral and written communications skills are required with demonstrated leadership skills.

Preferred Qualifications or Experience

Previous experience as a supervisor and telecommunicator is highly desirable and working knowledge of public safety and special emergency communications systems is preferred.

Computer Skills

To perform this job successfully, an individual should have knowledge of Dispatching software; Web Browser Internet software; MS Office 365 and other applicable software.

Certificates, Licenses, Registrations

Be currently certified as an Emergency Medical Dispatcher with at least one-year experience as a telecommunicator. Must maintain all required certifications, licenses, and/or credentials as a condition of employment