Director of Communications

Position Overview:

As the Director of Dispatch Operations, you will play a pivotal role in our dynamic private ambulance service, overseeing both emergency and non-emergency operations across a vast and diverse service area. Serving as a secondary Public Safety Answering Point (PSAP) for numerous communities in Massachusetts, your leadership will ensure the delivery of efficient and compassionate emergency medical dispatch (EMD) and life support services to 9-1-1 callers, while also managing non-emergency ambulance services for health systems across the metro Boston and western Massachusetts regions. This position is designed for a hands-on leader who thrives in a fast-paced environment and is dedicated to driving operational excellence and enhancing patient outcomes.

Key Responsibilities:

1. Leadership & Management:

• Inspire and guide a team of dispatch professionals, fostering a culture of accountability, collaboration, and continuous improvement.
• Recruit, train, and mentor staff to ensure adherence to best practices in emergency medical dispatch and customer service.
• Conduct regular performance evaluations and implement development plans to nurture team growth and enhance operational capabilities.

2. Operational Oversight:

• Direct the day-to-day dispatch operations, ensuring seamless coordination of emergency and non-emergency responses.
• Analyze operational metrics and trends to identify opportunities for process improvements that enhance service delivery.
• Collaborate effectively with EMS providers and local agencies to ensure a unified approach to patient care and resource management.

3. Quality Assurance & Compliance:

• Establish and uphold protocols for emergency medical dispatch, ensuring compliance with all relevant regulations and standards.
• Conduct regular audits and quality assurance assessments to maintain high service standards and identify areas for enhancement.
• Develop and implement comprehensive training programs that incorporate EMD best practices and keep team members informed of the latest protocols and technologies.

4. Emergency Response Coordination:

• Serve as the primary point of contact for emergency response coordination, expertly managing high-pressure situations with poise and decisiveness.
• Develop and refine contingency plans and conduct training exercises to prepare the team for a variety of emergency scenarios.

5. Strategic Planning:

• Collaborate with senior leadership to craft and implement the strategic vision for dispatch operations, aligning departmental objectives with the overall mission of the organization.
• Stay abreast of industry trends and advancements in dispatch technology to continually elevate service delivery and operational efficiency.

Qualifications:

• Proven experience in an ambulance communication center with increasing levels of responsibility.
• Strong understanding of emergency medical dispatch protocols and non-emergency transport operations.
• Exceptional leadership skills with the ability to motivate and lead diverse teams.
• Excellent problem-solving abilities and a strategic mindset.
• Strong communication skills, both written and verbal, with the capacity to engage effectively with various stakeholders.

Join us in this fulfilling role where your leadership will be instrumental in transforming lives and enhancing community health through exceptional dispatch operations!