Senior Director, EMS Command Center

Brewster/EasCare Ambulance; Weymouth (MA); On-site; USD 180,000 - 250,000; Full time

Job summary

Brewster Ambulance Service is seeking a Senior Director, EMS Command Center to lead dispatch and communications across 911 and interfacility operations. You will own performance targets for response time, unit hour utilization, and scheduling, with dashboards delivering real-time visibility to executives.

You will partner with Operations, Fleet, HR, Clinical, and Compliance to modernize dispatch technology and ensure regulatory compliance while maintaining 24/7 staffing excellence.

Qualifications

• Bachelor's degree in Healthcare Administration, Business, Emergency Management, or related field; equivalent experience considered.
• 8+ years of progressive leadership experience in EMS or other logistical operations, 911 dispatch, or emergency services command center management.
• Strong knowledge of fleet management platforms, scheduling software, and KPI dashboards.

Responsibilities

• Direct day-to-day operations of the EMS Command Center, including call-taking, dispatch, CAD/AVL administration, and real-time resource allocation.
• Lead performance against response time, chute time, and unit hour utilization targets; develop dashboards for executive visibility.
• Oversee 24/7 scheduling coverage, succession planning, and cross-training to ensure uninterrupted operations.
• Partner with Operations, Fleet, HR, Clinical, and Compliance to meet regulatory requirements and SLAs.
• Drive new projects like MIH initiatives and implement dispatch tech modernizations.

Skills

Executive leadership

EMS scheduling

Fleet management

Dashboards & KPIs

Excel / data analysis

Regulatory knowledge MA EMS

Education

Bachelor's degree in Healthcare Administration / related field

Tools

CAD/AVL

EMS scheduling software

Job description

The Senior Director, EMS Command Center is responsible for the strategic and operational leadership of Brewster Ambulance Service's dispatch and communications functions. This role owns the performance of the Command Center — including 911 and dispatch, CAD systems, unit hour utilization, fleet optimization and response time compliance across all lines of business. This is a highly visible, cross-functional leadership role requiring close partnership with Operations, Fleet, HR, Clinical, and Compliance leadership, and direct accountability to the President & COO for command center KPIs and workforce coverage.

Key Responsibilities

Command Center Leadership

Direct day-to-day operations of the EMS Command Center, including call-taking, dispatch, CAD/AVL administration, and real-time resource allocation across 911, interfacility, and all other lines of business. Own performance against response time, chute time, and unit hour utilization (UHU) targets; build and maintain dashboards and reporting cadences that give executive leadership real-time visibility into system status. Lead root-cause analysis on missed response benchmarks, late transports, and coverage gaps, and drive corrective action plans with operational leadership. Serve as the escalation point for high-acuity, multi-casualty, or mutual-aid events requiring cross-jurisdictional coordination. Evaluate and modernize dispatch operations and technology (CAD, AVL, telephony, mobile data) in partnership with IT, and lead vendor management for command center systems and performance. Manage real time scheduling needs and conflicts, serving as key collaborator and backup to scheduling to ensure 24/7 scheduling performance.

Supervisory Leadership — Day & Evening Operations

Directly supervise Command Center managers and supervisors across both day and evening shifts, ensuring consistent leadership coverage, clear shift-to-shift handoffs, and uniform application of policy and performance standards. Set shift-level expectations and priorities for day and evening supervisors, conduct regular one-on-ones and shift huddles, and hold each shift accountable to response time, chute time, and staffing coverage targets. Build and maintain a supervisory coverage schedule that keeps a qualified manager or supervisor on duty across all day and evening operating hours, including weekends and holidays, with defined on-call and escalation paths for overnight periods. Serve as the escalation authority for day and evening supervisors on staffing shortfalls, crew conflicts, performance management, and high-acuity operational decisions. Evaluate supervisor performance, deliver coaching and corrective action, and develop day and evening leaders through cross-training and succession planning for a 24/7/365 operation.

Cross-Functional & Strategic Leadership

Partner with Fleet on vehicle readiness and deployment planning to ensure scheduling and dispatch decisions account for real-time vehicle availability. Collaborate with Compliance and Clinical leadership to ensure command center and scheduling practices meet state EMS regulations, payer requirements, and contractual SLAs (including municipal 911 contracts). Represent Command Center in executive operating reviews and municipal/contract stakeholder meetings. Recruit, develop, and manage a multi-level team including Command Center supervisors, dispatchers, and scheduling coordinators; build succession depth for a 24/7/365 operation. Lead or support special projects related to Mobile Integrated Health (MIH), community paramedicine, and new market/contract launches as they relate to dispatch and staffing design.

Qualifications

Required

Bachelor's degree in Healthcare Administration, Business, Emergency Management, or related field; equivalent experience will be considered in lieu of degree. 8+ years of progressive leadership experience in EMS or other logistical operations, 911 dispatch/communications, or emergency services command center management, including 3+ years managing scheduling or workforce deployment functions. Demonstrated experience with fleet management platforms (e.g. CAD), EMS scheduling software, and performance dashboards (e.g., UHU, chute time, response interval reporting). Strong working knowledge of, or ability to quick adapt to, Massachusetts EMS regulatory requirements, 911 contract performance standards, and OEMS/DPH oversight. Proven ability to lead 24/7 operations teams, including supervisors and frontline staff, with a track record of building accountable, high-performing teams. Exceptional analytical skills, with fluency in building and interpreting operational KPIs and staffing models in Excel or equivalent tools.

Preferred

EMT-B, Paramedic, EMD (Emergency Medical Dispatch), or IAED certification. Experience in a multi-site or multi-contract private EMS environment, or within a healthcare/payer-adjacent transport organization. Familiarity with GEMT/IGT reimbursement structures and their operational implications for staffing and dispatch. Experience leading technology implementations or vendor transitions for dispatch or scheduling systems.

Key Performance Indicators

911 and contractual response time compliance rates. Unit Hour Utilization (UHU) and chute time performance. Credential/certification compliance rate across scheduled staff. Command Center staff retention and time-to-fill for critical roles.

Work Environment

This role requires availability to respond to command center escalations outside of standard business hours, including nights, weekends, and holidays, consistent with the demands of a 24/7/365 EMS operation. Some travel between Brewster locations is required.

Brewster and EasCare Ambulance is an Equal Opportunity Employers:

All qualified applicants will receive consideration for employment without regard to Disability, Race, Color, Sex, Pregnancy or Related conditions, Sexual orientation, Gender identity, National origin, Religion, Age, Equal pay, Disability, Genetics, or Veteran status .

Brewster and EasCare Ambulance is an Equal Opportunity Employers:

All qualified applicants will receive consideration for employment without regard to Disability, Race, Color, Sex, Pregnancy or Related conditions, Sexual orientation, Gender identity, National origin, Religion, Age, Equal pay, Disability, Genetics, or Veteran status .