EMS Dispatch Operations Director — Lead 24/7 Excellence

Bell Ambulance Inc; Milwaukee (WI); On-site; USD 115,000 - 135,000; Full time

Benefits offered by this job

Employer-paid medical & dental plans (

Short- and long-term disability

401(k) with match

Job summary

Bell Ambulance Inc. seeks a Director of EMS Dispatch Operations to lead a 24/7 IAED-accredited communications center, aligning dispatch with field operations. You will drive staffing, training, and performance while maintaining quality standards and regulatory compliance.

Responsibilities include optimizing call-handling, overseeing SOPs and QA, and leading change management in CAD/telephony environments. Compensation is competitive with relocation support.

Qualifications

• High school diploma or GED is required.
• Valid driver's license is required.
• 6-10+ years of formal administrative management or director-level leadership in a high-volume EMS/911/PSAP environment.
• Emergency Medical Dispatcher (EMD) Certification is required.
• Demonstrated leadership over multi-tiered teams with hiring, evaluations, and coaching.
• Experience authoring SOPs, IAED accreditation, and regulatory compliance.
• CAD system administration, telephony oversight, vendor management, and executive analytics reporting.
• Strong emotional intelligence, conflict resolution, accountability, and crisis management.

Responsibilities

• Foster relationships between dispatch personnel and field operations to build unity.
• Maintain a just culture with coaching and accountability.
• Invest in employee growth with clear training pathways and feedback.
• Partner with HR for recruitment, interviewing, and retention.
• Oversee 24/7 staffing models and master schedules for optimal coverage.
• Stay connected to dispatch workflows and remove operational bottlenecks.
• Coordinate with Scheduling to anticipate peak volume needs.
• Drive improvements in call-handling, dispatch, and scene turnaround times.
• Maintain IAED accreditation standards and a robust QA program.
• Update SOPs and lead change management for CAD configurations.
• Manage training curricula and onboarding for dispatch staff.
• Expand cross-training for field EMS personnel within the dispatch center.
• Establish recognition and advancement programs for performance milestones.
• Oversee CAD, phone systems, and radio infrastructure; use Power BI/First Watch for analytics.
• Support dispatcher wellness and retention initiatives.

Skills

Leadership

Communication

Emotional intelligence

Crisis management

Accountability

Conflict resolution

Education

High school diploma or GED

Bachelor's degree preferred

Tools

Trauma CAD

Power BI

First Watch

CAD system administration

Telephony infrastructure

Analytics reporting tools

Vendor management tools

Job description

Bell Ambulance Inc. seeks a Director of EMS Dispatch Operations to lead a 24/7 IAED-accredited communications center, aligning dispatch with field operations. You will drive staffing, training, and performance while maintaining quality standards and regulatory compliance.

Responsibilities include optimizing call-handling, overseeing SOPs and QA, and leading change management in CAD/telephony environments. Compensation is competitive with relocation support.