Supervisor Dispatch Communications

We invite you to join a team of highly skilled EMS professionals, making a difference in the community every minute of every day!

Our mission of providing care to the world at a moment's notice is at the heart of everything we do. We are caregivers, first and foremost and we will be there when you need us.

With more than 38,000 employees, Global Medical Response teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services around the world. We provide end-to-end medical transportation as well as fire services, integrated healthcare solutions and disaster response.

JOB SUMMARY
Reporting to the Communications Manager, the position contributes to the company's success by assisting the Communications Manager in executing Communication Center operations during scheduled shifts. The incumbent in this job deploys Communication Center team members, delegates tasks, maintains oversight, direction, trains, and coaches so that team members can create and maintain the Company experience for our customers. This person will promote a positive working environment in the Communication Center, by modeling and acting in accordance with company values

ESSENTIAL FUNCTIONS/DUTIES

Basic Expectations

• Act with integrity and honesty while promoting company and departmental missions and values.
• Adhere to all company and departmental policies, procedures, and protocols.
• Ensure all governmental, regulatory and accreditation standards are met.
• Maintain regular attendance and consistent punctuality to all shifts, meetings, and trainings.
• Ensure proper equipment and resources are accessible to team members and that everything is functioning as expected.
• Supervise the daily shift operations of assigned team members.
• Oversee technology platforms to ensure optimal performance and adhere to established IT protocols in the event of any issues.

Achieve Results

• Act as a departmental consultant to design or redevelop, implement, and monitor new and improved processes to enhance quality, operational performance, and the customer experience.
• Ensure compliance with communication center performance standards, interaction and call quality, overall productivity, and key performance metrics.
• Take escalated calls as needed and answer team member inquiries to resolve customer concerns.
• Keep upper management informed of team performance and opportunities.
• Manage attendance, payroll, and scheduling functions for assigned shift and provide backup to other leadership as needed.
• Collaborate with team members, peers and upper management on how to improve team and communication center performance.
• Participate in planning, development, implementation, and monitoring of operational goals.
• Identify individual and team opportunities as well as coach to impact improved and sustained behaviors and performance.

Operational Excellence

• Demonstrate the ability to learn and perform utilizing all tools and systems for the roles that they supervise in an exemplary manner.
• Develop a superior understanding of all platforms relating to this position.
• Provide leadership and direction to team members to achieve operational goals.
• Participate in the selection, training, and continued education of team members.
• Initiate action plans, initiatives, and incentives to continuously improve individual and team performance and retention.
• Assist in ensuring team members adhere to the expected standards of quality assurance and performance improvement.
• Share best practices with other departmental personnel.
• Ensure all necessary data, patient information, and outcome measurements are properly collected, reported, and maintained consistent and compliant with associated policies, procedures, laws, and regulations.

• Exercise discretionary decision making in time-critical situations and high-pressure environments.

Relationships

• Build and maintain positive working relationships with internal and external customers.
• Ensure customer questions and concerns are resolved properly and quickly.
• Address and forward challenges and concerns that require escalation outside of the department.
• Establish and ensure positive working relationships with team members and one that attracts, grows, and retains high-quality staff.
• Provide regular feedback sessions with team members to identify opportunities, reinforce strengths, and create action plans to drive better performance.
• Act a liaison between frontline staff and upper management.
• Assist in ensuring inter-departmental synergy with other GMR leadership teams.
• Communicate regularly with their peer team and Manager regarding operational issues, observations, insights, and suggestions.
• Behave in a manner that promotes a unified leadership team, despite personal opinion.
• Act as a subject matter expert on departmental capabilities and intent in order to effectively communicate to those outside of the department.

Leadership

• Lead, motivate, supervise, and develop assigned team members.
• Escalate concerns that impact the team's or an individual's performance, pay, etc. in a timely manner.
• Ensure a timely cascade of updates in actions plans, incentives, initiatives, policies, and procedures to all team members.
• Support and uphold all policies, procedures, and protocols associated with the GMR organization.
• Continuously develop self and complete any required leadership education as agreed to or assigned.

Oversee the operations of the center in the absence of the Communication Center

QUALIFICATIONS
Experience:

• A minimum of 2-3 years' experience in a Customer Service/Call Center environment, interacting with and fulfilling the requests of customers.
• A minimum of 2-3 years' experience directing the work of others in a leadership capacity is preferred.
• Experience in an emergency management environment preferred

Education:

• High School Diploma, GED, or equivalent.
• Associate's degree in healthcare, business administration, or related field of study preferred.

Skills:

• Dynamic leader that thrives working in and leading teams.
• Collaborative work style with the ability to build strong working relationships at all levels within the organization.
• Ability to effectively handle conflict and have crucial conversations.
• Demonstrate strong interpersonal skills, including oral and written.
• Demonstrate strong problem solving and analytical skills.
• Solid organizational and prioritization skills, planning abilities, the ability to effectively utilize performance metric, and meet deadlines.
• Effective decision-making skills and ability to use appropriate judgment.
• Knowledge of computer software including Computer Aided Dispatch and MS Office Suite.
• Accountability and responsibility for job requirements for both your leadership role and those team members that you are supervising.

Credentials/Licenses:

• Emergency Medical Dispatch (EMD)
• Completion of the following National Incident Management System (NIMS) training courses within 1 year of hire: IS-100, IS-144, IS-200, ICS-300, ICS-400, IS-700, IS-800.
• Emergency Medical Technician or Paramedic training is preferred.