Communications Supervisor

Within this general framework, this position is accountable for the following functions:The primary duty of the Communications Supervisor is to be supportive to the communications staff members by helping and lead by example. This is consistent with the culture of REMSA. It is required of all leaders within our organization to ensure all employees, including themselves, are meeting the expectation of treating others with respect and dignity at all times.The communications center is the hub of REMSA Health. The position is responsible for the oversight of distribution of resources and generation of many statistical reports. The supervisor has many customers both inside and outside of the REMSA Health organization. This position requires sound organizational skills to meet the continuous demands of a modern high performance EMS system, and specifically the REMSA Health system, which is designed around the EMS needs of our community and region.The supervisor is the point person who is responsible for both the communications team members and ALL aspects of REMSA Health's communications systems. This includes the CAD system, radios, repeaters, pagers, cell phones, MDTs, etc. The supervisor shall assist communications staff members in developing procedures to identify, correct, and track problems in a timely manner. This position requires the ability to work with multiple vendors and utilization of sound judgment, prioritization skills and resource management.Personnel management: The supervisor is the leader of a team of professional ED / ACS / Care Coordinator / NHL team members. While individual leadership styles vary, the supervisor is expected to employ an approachable and open style of management as is consistent with the REMSA Health Leadership Code of Conduct and all of REMSA culture. The supervisor is expected to appropriately administer the policies, procedures and protocols of RASI and to effectively use other department resources as appropriate. The supervisor is expected to delegate where appropriate and to foster an environment of growth and participation with the team members. The supervisor must be comfortable with allowing team members at all levels to take on expanded / leadership roles where appropriate. The supervisor shall, in cooperation with other department heads and the Director of Communications, build and maintain bridges of cooperation between all departments and divisions of REMSA as well as outside agencies. The supervisor will also interact with other REMSA team members as a leader as required.As a leader the supervisor must maintain strict confidentiality regarding personnel, proprietary and patient issues. The supervisor must handle delicate personnel issues effectively, confidentially, and in a timely manner. While approachable, the supervisor must also clearly communicate the expectations of REMSA and take swift, timely and appropriate corrective action when necessary. The position ensures that all personnel behave in a courteous and professional manner at all times.Department leadership: The supervisor will ensure that the Communications Center delivers its services with accuracy, efficiency and courtesy. The supervisor will act as the driving force for continuous innovation and improvement via involved leadership, goal setting, team building, prioritization, and best practices. The supervisor will develop and maintain appropriate methods for 360-degree feedback loops, and customer comments. The position requires continuous cooperation and monitoring of the potential need to redistribute resources. The supervisor must prioritize appropriately.The supervisor will be required to take complex problems and break them down into manageable pieces. These challenges must be met within reasonable timeframes and meet deadlines when applicable. Projects and reports must be presented with unquestionable accuracy, quality, and completeness. Delegation and a team approach are mandatory for success.The supervisor must be able to effectively lead in a crisis. This requires the ability to manage multiple problems at the same time. The supervisor must read, write, and make practical application of complex policies, procedures, regulations, and statutes, AND must ensure that the team members do the same. The supervisor will develop effective methods to coach the team members.This position requires the development of a network outside of the organization. The supervisor will work with community leaders on committees, special projects, and participate in professional organizations as appropriate. Currency in communications technology and trends is essential. The supervisor must maintain a good community image.As the "distribution manager" the supervisor will work with the Communications Manager(s) to ensure that all performance requirements are exceeded. Continuous performance monitoring is required. The supervisor must assist other areas of operations as necessary or requested in order to meet the overall goals of the organization. Qualifications/ Experience RequirementsCurrent certification as an EMD/EFD with the International Academy of Emergency Medical Dispatch. Proof of EMT course completion, or current or inactive EMT certification required. Prior EMS field experience preferred. At least 2 years full-time experience as an EMD/EFD, ACS and/or SSM in a high-performance EMS system, preferred.A demonstrated track record of strong supervisory/leadership skills. Excellent verbal, written, and interpersonal communications skills necessary. Attention to detail is mandatory. Ability to exhibit proficiency in all aspects of Emergency Medical Dispatching (EMD), System Status Management (SSM) and Aviation dispatch. Knowledge of system planning, (e.g. variable staffing levels, supply and demand, workload assumptions, and local geography) required. Self-starter requiring little oversight. Willing and available to work on an on-call basis as assigned. Flexibility is important.Ability to develop action plans and lead team members by example and interaction. Ability to interact with dynamic supervisory team in program development, problem resolution, and strategic planning/implementation. Thorough knowledge of all REMSA dispatch, Care Flight, and emergency operations policies and procedures must be achieved. Fluency in all dispatch protocols, programs, and system operational requirements required. Computer proficiency in windows, CAD and voice logging.Supervision ExercisedExercises direct supervision over Communications staff.

Created: 2025-02-03