Communications Manager

REMSA Health; Reno (NV); Sur place; USD 90 000 - 120 000; Plein temps

Résumé du poste

REMSA Health in Reno leads The RECC, the regional EMS communications hub for two counties. This role manages a sophisticated EMS dispatch center, its personnel and equipment, ensuring efficient regional dispatching for ALS/ILS, fire, and allied services. Strong leadership, strategic planning, and cross-agency collaboration are essential.

The ideal candidate will drive process improvements, mentor staff, and oversee quality assurance, scheduling, and reporting in a demanding, on-call environment.

Qualifications

• Minimum four years of management experience in a 911 dispatch/communication center.
• Experience in medical high performance EMS or multi-agency communications is required.
• Minimum four years in leading and developing team members.
• Experience handling multiple priorities in a high-paced center.
• EMD and EFD certification desirable; EMT course preferred.
• Willing to be available 24/7 and carry on-call pager; valid driver’s license as required.

Responsabilités

• Lead and manage the EMS communication center, personnel, and equipment.
• Ensure regional dispatching and tracking for two counties and related services.
• Establish and oversee department guidelines and procedures.
• Coordinate day-to-day activities with department supervisors.
• Develop a positive team environment with clear expectations and recognition.
• Produce statistical reports to support operations and budgeting.
• Mentor, coach, and provide learning opportunities to staff.
• Maintain alignment with REMSA Health leadership codes of conduct.
• Respond to needs of a 24/7 operation and drive improvement plans.
• Collaborate with other departments, hospitals, and allied agencies.

Connaissances

Verbal communication

Written communication

Interpersonal skills

Leadership

EMS dispatch knowledge

Schedule management

Outils

CAD

SSM

ProQA / AQUA

Radio systems

Windows

Description du poste

This position leads and supports a department that is responsible for handling diverse service requests, assisting callers with appropriate and timely medical and other information, effectively distributing and redistributing resources, ensuring responder safety, alerting allied agencies immediately as directed by protocol. The setting for this position is The Regional Emergency Communications Center “RECC,” REMSA Health’s communication hub for all operations.

Within this general framework, this position is accountable for the following functions:

• This position is responsible for the management of a sophisticated EMS communication center, its personnel, and equipment.
• This position ensures The RECC is meeting its responsibilities for regional dispatching and tracking of two contiguous counties for ground ALS / ILS services, contracted Fire Department dispatching and all Care Flight operating in Nevada and California.
• In coordination with the Director of Communications, establishes and oversees department guidelines and operating procedures.
• Manages the coordination of day-to-day activities along with the department supervisors for The RECC.
• Manages RECC personnel by communicating clear expectations, goals and outcomes for each position.
• Develops a positive team environment, where employees feel supported and are a proud team member that are encouraged to support one another through open communication, standards and recognition
• This position is accountable for ensuring Franchise obligations are met from a communications and dispatch perspective.
• Develop and / or refine orientation processes, quality assurance processes, work schedules, reports, budgets, and all other communication system needs.
• Responsible for the accurate generation of many statistical reports in support of the operations.
• Develops the team through mentoring, coaching and providing learning opportunities.
• Supports the company’s Leadership Code of Conduct through one’s own actions and encourages the same from peers.
• Responds to the needs of a critical 24/7 operation as needed.
• Ability to identify areas of improvement, initiate a remediation plan, and execute.
• Other projects and duties as assigned

Qualifications / Experience Requirements

• A minimum of four (4) years’ management experience in a 911 dispatch / communication center environment is required.
• Prior experience with medical high performance EMS or multi-agency communications or equivalent fire and/or police dispatch communications is required.
• A minimum of four (4) years’ experience leading and developing team members is required
• Experience handling multiple priorities in a high-paced communication center environment is required
• Certification as an EMD and EFD with the International Academy of Emergency Medical Dispatch or PD equivalent certification is highly desirable.
• This position requires sound organizational skills to meet the continuous demands of the modern high performance EMS system, and specifically the REMSA Health system, which is designed around the EMS needs of our community and region.
• Prior completion of an EMT course is preferred.
• Prior EMS field experience helpful.
• Must have a proven track record of progression in responsibilities.
• Must be able to demonstrate communication center knowledge and skills.
• Excellent verbal, written, and interpersonal communications skills required.
• Attention to detail is required.
• Ability to develop working relationships with other departments, allied agencies, hospitals, other 911 centers, and others is required.
• Knowledge in various radio, telephone, recording, CAD, and other areas of communication center technology is required.
• Experience in enterprise CAD solutions, and the International Academy of Emergency Dispatch ProQA and AQUA software desired.
• Proficiency in all aspects of Emergency Fire Dispatching (EFD), Emergency Medical Dispatching (EMD) and System Status Management (SSM) desirable.
• Knowledge of system status planning, (e.g. - variable staffing levels, supply and demand, workload assumptions, and local geography) required.
• Willing and able to work and / or be available at all hours and days including nights, weekends and holidays and willing to carry and immediately respond to an on call pager. Flexibility is important.
• Ability to interact with dynamic management team in program development, problem resolution, and strategic planning/implementation.
• Computer proficiency in windows, CAD and voice logging.
• Must obtain valid Nevada or California driver’s license within a reasonable timeframe.

Supervision Exercised

Exercises direct management over Communications staff.