Job Description
Manages and supports all aspects of the day-to-day operations of the Pafford Medical Services Communications Center. Coordinates, supervises, and evaluates assigned staff to ensure compliance with all local, state, and federal regulations, as well as all Pafford Medical Services policies and procedures. The Assistant Communications Manager is responsible for assisting in the supervision, coordination, and prioritization of all Communications Center activities while ensuring performance standards and client needs are consistently met.

This role ensures that all contractual requirements are effectively integrated into daily operations and supports organizational goals by communicating expectations, directing operational activities, and fostering a high-performing work environment. The Assistant Communications Manager performs additional duties as assigned by the Communications Center Director.

Essential Duties and Responsibilities

• Identify, investigate, and resolve service-related issues.
• Assist in the development and continuous improvement of the Communications Center to ensure contractual obligations of Pafford Medical Services are met.
• Maintains standards and performance for the Communication Center’s continued Accreditation through International Academy of Emergency Dispatch (IAED).
• Serve as a representative of the Communications Center on assigned committees.
• Identify and address system issues that may impact service delivery.
• Effectively communicate with and motivate employees.
• Disseminate information and implement departmental policies and procedures.
• Maintain departmental records and reports.
• Collaborate with other departments to identify trends and operational needs.
• Participate in initiatives that enhance Pafford Medical Services’ community image.
• Promote a high level of employee morale and engagement.
• Maintain adequate departmental staffing.
• Assist in establishing departmental goals and objectives.
• Participate in quality improvement initiatives and ensure compliance with customer service standards.
• Facilitate communication and resolution of field-related issues.
• Serve as a departmental resource and effectively manage operational challenges.
• Address and resolve departmental conflicts with appropriate follow-up.
• Prepare written reports and summaries as required.
• Support and uphold all corporate and departmental policies, procedures, and safety standards.
• Maintain a calm, professional, and composed work environment at all times.
• Pursue ongoing professional development through continuing education, conferences, and seminars.
• Demonstrate positive interpersonal behaviors with customers, visitors, and coworkers.
• Attend required meetings and training sessions.
• Comply with all company policies and procedures.
• Increase professional knowledge through workshops, conferences, professional associations, and publications.
• Maintain consistent and reliable in-person attendance.
• Perform all other duties as assigned.

Qualifications

• Minimum of four (4) years of progressive leadership experience in a 9-1-1 dispatch center within a high-performance EMS agency, including technical and/or administrative responsibilities; at least two (2) years must be in a supervisory role. Equivalent combinations of education, training, and experience may be considered.
• EMR, EMT, or Paramedic certification preferred but not required.
• Ability to obtain and maintain certifications in Emergency Medical Dispatch (EMD-Q), Emergency Telecommunicator (ETC), and CPR within 90 days of hire.
• Knowledge of Computer-Aided Dispatch (CAD), E-911 systems, radio communications, and applicable regulations.
• Ability to perform all duties of an active System Status Controller and EMD-Q.
• Strong understanding of System Status Management and unit hour utilization.
• Knowledge of EMS operations and emergency preparedness procedures.
• Strong verbal and written communication skills.
• Ability to plan, organize, monitor, and evaluate staff performance and assignments.
• Ability to analyze information and prepare detailed reports.
• Ability to establish and maintain effective working relationships with employees, clients, vendors, patients, and public officials.
• Proficiency in Logis Dispach (CAD and Reporting)
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to perform quality assurance reviews using EMD-Q standards.
• Communications Center Manager (CCM) certification preferred but not required.
• Ability to obtain ICS 100, 200, NIMS 700, and IS-800 within 90 days; ICS 300 and 400 within one year.
• Valid driver’s license required.
• Must pass background screening.

Core Competencies

• Ability to work under pressure while meeting deadlines and maintaining a positive attitude.
• Strong independent work ethic with the ability to complete tasks within established guidelines.
• Ability to keep leadership informed of key issues and recommend improvements.
• Strong interpersonal skills with the ability to work effectively across multiple agencies and stakeholders.

Physical Requirements

• Ability to work 8-hour shifts, including overtime, on-call shifts, and emergency situations.
• Prolonged periods of sitting.
• Ability to stand, walk, bend, and lift/carry up to 50 pounds as needed.
• Ability to communicate effectively in person and via telephone or radio systems.
• Ability to operate computers, CAD systems, and office equipment.
• Ability to manage high-stress situations while remaining calm and professional.
• Visual acuity required for data analysis and monitoring systems.
• Must meet ADA, FMLA, and other regulatory attendance and performance standards.
• Must pass drug screening.

Travel: 0–10%
Hours: 40 hours per week
Salary: Commensurate with education and experience

NOTE: The above statements are intended to describe the general nature and level of work being performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills and physical demands required of personnel so classified.