Communications Supervisor / DispatcherThe Communications Supervisor / Dispatcher serves as a critical operational leader and telecommunicator within the EMS Communications Center, supporting both 9-1-1 emergency response and interfacility transport (IFT) operations. This role functions as both a supervisor and active dispatcher, ensuring efficient system performance, real-time decision-making, and effective coordination of ambulance resources.Key ResponsibilitiesProvide real-time supervision of communications center operations during assigned shiftsAnswer and process emergency (911) and non-emergency (IFT) callsDispatch ALS, BLS, and wheelchair transport resourcesUtilize Zoll RescueNet CAD or similar systemsMaintain system status awareness and hospital coordinationSupport dispatch staff during escalated incidentsEnsure accurate, real-time documentationPerform active dispatch duties as neededSupport training and quality improvement initiativesComply with all company policies and maintain attendanceEducationHigh school diploma or GED equivalent.Licensure, Certification, RegistrationEMD CertificationCPR Certification911 CertificationTelecommunicator CertificationAll may be obtained internally upon hireExperience2-3 years EMS Dispatch or Public Safety Communications experienceSupervisory or lead experience preferred.Experience with CAD systems requiredStrong proficiency with computer systems required, including web-based applications and some Microsoft Office applications preferred.Knowledge, Skills and AbilitiesExcellent verbal communication skills both verbally and in writing; ability to understand and carry out verbal and written instructions.Advanced computer proficiencyAbility to exercise sound judgment and decision making.Leadership and team support abilityKnowledge of medical terminology preferred, not required.Ability to work in fast-paced environment and multi-taskAbility to work well independently and within a team settingRequirementsAvailability for all shifts including Day, Evening, Overnight, Weekends and Holidays.Ability to function in a dual supervisory / dispatch roleAbility to meet the essential duties and physical, mental and sensory requirements of the position at all times.Comply with UDS drug screening at any and all timesSatisfactory background check and MA CORI (Criminal Offender Record Information), verification required annually.Physical, Mental and Sensory RequirementsAbility to hear various frequencies, distinguish sounds and work in environment with consistent background noise.Consistent close eye work and clear vision for screens, color/depth perception, and peripheral vision for data analysis and monitoring.Clear, concise verbal communication, potentially shouting or speaking loudly over noise, and active listening.Fine finger dexterity, repetitive wrist motion regarding computers and dispatch terminal work for prolonged time periods. (fingering, pushing, pulling).Ability to sit, stand and alternate positions for extended periods of time.Exerting light force up to 10-25 lbs.
for tasks like lifting, carrying, pushing/pulling.Ability to work in environment with constant phone/radio calls, interruptions, urgent/emergency situations, and emotionally charged callers.Strong multitasking, problem-solving, attention to detail, memory, and emotional stability in stressful environments