EMS Dispatch Shift Supervisor - Team Lead & Ops Coach

Procare Ambulance of Maryland, Inc.; Middle River (MD); On-site; USD 34,000 - 52,000; Full time

Job summary

ProCare Ambulance of Maryland, Inc. is seeking a Shift Supervisor in the Communications Center to lead dispatch operations, promote crew accountability, ensure on-time service delivery, and drive customer satisfaction.

This role requires coordinating with field personnel, mentoring dispatch staff, and maintaining compliance with CAD entries, trip logs, and regulatory standards while delivering professional customer service.

Qualifications

• High school diploma or GED required; college-level coursework in Emergency Management, Communications, or Healthcare Administration preferred.
• Minimum 2 years EMS dispatch or 2 years of IFT experience; prior supervisory leadership preferred.
• EMT certification preferred; Maryland Driver’s License in good standing.

Responsibilities

• Supervise all communications and dispatch activity during assigned shifts to ensure timely response and effective resource utilization.
• Coordinate with field personnel and team leads for real-time operational decisions and support.
• Track and document dispatch metrics such as response times, call processing times, and crew availability; contribute to process improvements.
• Mentor dispatchers and ensure compliance with regulatory and internal documentation standards.

Skills

EMS communications systems

Leadership / mentoring

Interpersonal skills

CAD software

Dispatch tools

Microsoft Office

Decision making under pressure

Education

High school diploma or GED

College coursework in Emergency Management/Healthcare

Tools

CAD software

Dispatch tools

Microsoft Office

Job description

ProCare Ambulance of Maryland, Inc. is seeking a Shift Supervisor in the Communications Center to lead dispatch operations, promote crew accountability, ensure on-time service delivery, and drive customer satisfaction.

This role requires coordinating with field personnel, mentoring dispatch staff, and maintaining compliance with CAD entries, trip logs, and regulatory standards while delivering professional customer service.