Director of Communications

Bell Ambulance, Inc.; Milwaukee (WI); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical plans (2 options)

Dental

Vision

FSA

HSA

401(k) with match up to 6%

Job summary

Bell Ambulance, Inc. in Milwaukee, WI seeks a Director of Communications to oversee the IAED-accredited Communication Center, handling 911 and facility transfer calls in a high-volume EMS setting.

The role requires leadership, policy oversight, and the ability to drive performance improvements, staffing, and training across dispatch operations. Competitive benefits and a strong culture are offered.

Qualifications

• Experience in a high-call-volume Communications Center.
• Emergency Medical Dispatcher (EMD) certification.
• Experience with Traumasoft CAD and related systems.
• Exceptional organizational, analytical, and crisis management skills.

Responsibilities

• Oversee 24/7 operations of the Communication Center.
• Manage staffing for call taking, dispatch, and response-time monitoring.
• Coordinate with Scheduling to adjust positions as needed.
• Review and update dispatch policies for compliant operations.
• Lead KPI monitoring and QA program with regular reporting.
• Develop and maintain a Dispatch Training Officers program.
• Establish training feedback and cross-training for OPS staff.
• Participate in candidate interviews with HR.

Skills

High-call-volume

EMD Certified

Traumasoft CAD

Power BI

Firstwatch

Analytical skills

Crisis management

Tools

Traumasoft CAD

Power BI

Firstwatch

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Director: EMS Communications Dispatch Center

40 Hr Week FT Paid Hol Milwaukee, WI, US

30+ days ago Requisition ID: 1145

DIRECTOR: EMS Communications Dispatch Center

Bell Ambulance is a progressive, client-oriented company devoted to providing high-quality emergency and non-emergency medical services. Bell Ambulance has operated since 1977 and has grown into the largest ambulance service provider in Wisconsin. We are a certified and contracted provider in the City of Milwaukee 911 system. We receive more than 120,000 calls per year. We have 14 locations in southeastern Milwaukee. We provide BLS, ALS, and Critical Care services, and we currently employ more than 700 people.

Bell Ambulance, a leading Emergency Medical Services (EMS) provider operating a high-volume dispatch center in Milwaukee, WI, is seeking a highly skilled , results-oriented Director of Communications .

This Director-level role will oversee the operational management and strategic development of our IAED-accredited Communication Center, which handles over 130,000 calls per year in a high-traffic urban setting. Call types include both 911 and Inter-facility Transfer (IFT)/Discharge calls for service.

The Director will be responsible for ensuring the highest standards of efficiency, performance, and compliance in all dispatch and call-taking operations, driving continuous improvement in response times and resource allocation. This role requires a proven leader with deep experience in a high-volume EMS service.

Core Responsibilities

Operational Oversight

Ensure continuous, 24/7 oversight of all Communication Center operations.

Maintain adequate staffing levels with appropriately trained personnel for call taking, dispatching, and monitoring of contracted response times.

Coordinate with the Scheduling department to create or adjust positions as necessary.

Review and update current ambulance dispatch policies and procedures to ensure they support efficient, compliant operations at all times within the Communications Center.

Technology and Systems Management

Manage the Traumasoft Computer-Aided Dispatch (CAD) system, phone answering systems, and other tools utilized to monitor personnel and fleet activity within the Communications Center.

Utilize Microsoft POWER BI and Firstwatch to analyze metrics and provide feedback to other departments on necessary metrics

Performance, Training, and Development

KPI Monitoring: Establish and maintain a robust Quality Assurance (QA) program to ensure departmental compliance. This includes, but is not limited to, monitoring call-taking accuracy, ambulance out-the-door times, and on-scene times. Provide regular reports and constructive feedback for necessary follow-up.

Training System: Establish and maintain a comprehensive training system, including the development of certified Dispatch Training Officers (DTOs), to ensure all communication center personnel are highly proficient and fully aware of their critical role.

Performance Feedback: Create a training performance feedback process to ensure consistent, constructive transparency for all parties across all phases of training.

Cross-Training: Ensure a clear pathway for Ambulance Operations personnel to be cross-trained within the department.

Recruitment, Retention, and Culture

Establish and maintain a "Just Culture" environment that promotes adequate review and feedback within the department while ensuring appropriate accountability at all times.

Participate in the review and interviewing process for all potential candidates in coordination with Human Resources (HR).

Required Qualifications

Prior experience within a high-call-volume Communications Center.

Emergency Medical Dispatcher (EMD) Certified.

Experience with Traumasoft CAD and other related systems.

Exceptional organizational, analytical, and crisis management skills.

Preferred Skills

Prior experience in an EMS setting that operates both 911 and private call services.

• Bell Ambulance can offer you an incredibly competitive wage and a comprehensive benefits package, including two medical plans to choose from, dental, vision, FSA, HSA, and company-sponsored plans.
• In addition to the core benefits, Bell Ambulance offers a 401(k) plan that becomes available on your hire date, and we match 100% of your contributions up to 6%.

We have grown because we strive to exceed every client's expectations.

We have grown because we treat our people with respect, appreciation, and fairness.

We have grown because we provide the best service, with the best equipment, and the best people!!

*This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.