Dispatch Supervisor

Priority Ondemand; Phoenix (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

Priority Ondemand in Phoenix, AZ, seeks a Dispatch Supervisor to oversee all dispatching personnel within the communications center. The role includes directing units, ensuring CAD/phone/radio readiness, and maintaining security and protocol compliance to support high‑quality patient care.

The candidate will act as a leader, coordinating with field staff and management, and may perform duties across EMS communication tasks as required by company policies.

Qualifications

• Experience supervising dispatch staff and evaluating performance.
• Ability to coordinate multiple communications channels effectively.
• Knowledge of Emergency Medical Dispatch procedures and HIPAA rules.

Responsibilities

• Oversee dispatching personnel within the communications center.
• Ensure CAD, phone, and radio systems are ready for use at shift start.
• Maintain security of the dispatch center and company property.
• Direct and lead dispatch staff in handling deployments and calls.
• Communicate with field supervisors and management to ensure staffed units.

Skills

Leadership

Dispatch oversight

Communication

EMD certification

Education

EMD certification

Tools

CAD system

Radio communications

Phone systems

HIPAA compliance

Job description

Location: Phoenix, AZ 85021
Position Type: Maricopa Ambulance
Job Category: Dispatch / Communications

Definition

Under the supervision of the Director of Communications, the Dispatch Supervisor will oversee all dispatching personnel within the communications center. The capacity of this position may include, but may not be limited to, receiving calls for transport to and from facilities or directing calls to appropriate management personnel who are best suited to handle the caller’s issue, or any of the following varied professional or administrative tasks.

The Dispatch Supervisor may broadcast assignments to transport crews, operate radio, telephone, or computer equipment to send and receive communications to crews and relay information or orders to members of management. They may also function in the capacity of an EMT, Communications Manager, Dispatcher, or Dispatch Call Taker as required by company policies and protocols to assure all company tasks are maintained and completed.

Reports To

• Director of Communications as appropriate for all operational activities.

Responsibilities

• Demonstrates complete knowledge, understanding, and compliance of company policies and procedures.
• Ensures that Computer Aided Dispatch computer console, phone system, radio system, and all equipment is ready for use at the beginning of each shift.
• Ensures security of buildings, Dispatch Center, and all other company property.
• Performs daily inspections of their work area and of the Dispatch Center for cleanliness, then performs the appropriate housekeeping duties to maintain a clean, clutter‑free, and sanitary environment at all times.
• Maintains appropriate communications with company units, managers, support staff, receiving healthcare facilities, and other agencies via radio, data link, pager, or cell phone as required.
• Is knowledgeable regarding local geography, including locations of hospitals, public venues, local streets, and highway systems.
• Deploys, tracks, and moves units on an ongoing basis throughout the day per local System Status Posting Plans.
• Responds to all calls for service promptly and accurately answers incoming phone calls for service per Emergency Medical Dispatch and company procedure as required.
• Utilizes appropriate Emergency Medical Dispatch procedure to accurately determine the exact nature of each call, giving pre‑arrival instructions to callers per procedure as required.
• Dispatches by radio, pager, or mobile data terminal the most appropriate unit for each request for service.
• Obtains complete intake information from all callers and inputs all required call data into Computer Aided Dispatch system correctly during the call.
• Communicates and coordinates with Field Supervisors, Operations Managers, and other management and support staff to ensure proper number of fully equipped and staffed vehicles are available to fulfill local System Status Plan on a daily basis.
• Acts at all times in the best interests of high‑quality patient care and in a manner that reflects positively on the company and the professional reputation of the Dispatcher.
• Acts at all times with the safety of field crews, patients, other EMS personnel, bystanders, and any public safety personnel at scene in mind.
• Provides appropriate pre‑arrival instructions per procedure.
• Maintains security and privacy of all company and patient information at all times in accordance with HIPAA and all other local, state, and federal regulations.
• Accepts responsibility for recertification as an EMD and for other required licenses and certifications as required by company, local, regional, and state policies, regulations, or laws.
• Reports to assigned shifts on time, groomed in uniform, and remains on‑duty and in proper uniform until properly relieved.
• At all times sets an example of professionalism and leadership for others to follow, placing patient care excellence and safety above all else.
• Acts as a Communications Training Officer assisting in the evaluation, orientation, and training of new dispatch staff.
• Directs and leads dispatch staff in handling deployment of units, incoming calls, and dispatching of units.
• Directs and leads dispatch staff in performing administrative tasks such as vehicle breakdowns, vehicle accidents, employee injuries, patient injuries, supply requests, general housekeeping activities, etc.
• Directs and leads dispatch staff with adherence to policies, procedures, and contractual obligations.
• Assists senior managers by acting as a first stop for dispatch staff with questions, concerns, or issues regarding pay, benefits, or other personnel issues.
• Assists Field Supervisors, Quality Improvement, and Billing support staff in evaluation, training, and follow‑up with field crews in protocol compliance and field documentation.
• Performs other duties as directed by management.

Qualifications

• All Dispatch Call Taker and Dispatcher requirements.
• Must have the ability to function as a leader evaluating, coaching, training, and directing dispatch staff, utilizing corrective action when necessary.

Physical Requirements

• The ability to reach, push, and pull.
• The ability to sit for long periods of time.
• The ability to use phones and radios to communicate with callers, crews, and other staff.
• The ability to use a mouse or keyboard to input data into a computer over long periods of time.
• The ability to view graphic and text data on multiple computer screens for long periods of time.
• The ability to complete all job duties during any and all hours of the day and night.