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Director of Communications

The Director of Communications leads the department that is responsible for handling diverse service requests by assisting callers with appropriate and timely medical and related information. This position ensures the effective distribution and redistribution of resources, ensuring responder safety, alerting allied agencies immediately as directed by protocol, and generation of many statistical. The RECC has many customers both inside and outside of the REMSA organization.

The REMSA RECC is an “Accredited Center of Excellence”, by the International Academy of Emergency Dispatch.  This position is responsible for the management of a sophisticated EMS and Fire communication center, personnel and equipment.  The RECC is responsible for the regional dispatching and tracking of two contiguous counties for ground ALS services, 4 helicopters and a fixed wing aircraft (Care Flight) operating in Nevada and California and a local Fire Protection District on contract.  It is a Secondary Public Safety Answering Point (PSAP) for Washoe County 911 calls.  It is also the regional medical communication coordination point for all incoming air and ground ambulances to tertiary care centers, handling MCI situations and all matters of medical communications for a rapidly growing area.

Within this general framework, this position is accountable for the following functions:

  • Direct activities of all EMS and Fire staff within the Regional Emergency Communications Center (RECC).
  • Manage and lead a team of dispatchers and call-takers, fostering a positive work environment, encouraging professional development, and maintaining high morale among staff.
  • Provide leadership, guidance, and supervision to all EMS and Fire staff within the RECC.
  • Work with the Chief Operating Officer and other members of senior management on cross functional projects and initiatives.
  • Establish and implement policies, procedures, and guidelines to optimize call handling and dispatch processes.
  • Identify areas for improvement, design processes or needs, develop budget analysis, and work with the Chief Operating Officer to execute initiatives that align with the organization’s strategic plan, mission, and goals.
  • Responsible for overall quality assurance, resource planning, metrics, budgets, and daily operation of the RECC.
  • Collaborate with local public safety agencies, law enforcement, fire departments, and emergency medical services to improve inter-agency cooperation and communication.
  • Ensure PSAP compliance with all applicable laws, regulations, franchise agreement, accreditations, and industry standards related to emergency communications and public safety operations.
  • Assist other areas of operations as necessary or requested in order to meet the overall goals of the organization.

Qualifications / Experience Requirements

  • Bachelor’s degree in Public Administration, Communications, Business Administration, Leadership, or closely related field. Master’s degree preferred.
  • Minimum of five years’ experience in direct people management in a high volume, high performance Public Service Answering Point (PSAP).
  • Proficiency in all aspects of Emergency Medical Dispatching (EMD), Emergency Fire Dispatching (EFD) and System Status Management (SSM preferred)
  • Demonstrated track record of excellent leadership at the manager level or above is required
  • Excellent communication and interpersonal skills are required
  • Ability to interact with dynamic management team in program development, problem resolution, and strategic planning/implementation is required
  • Prior EMS call-taking, 911 dispatch, Fire Call-Taking and dispatching experience and/or current or prior EMD and/or EFD certification preferred
  • Experience in Tri-Tech CAD, and the International Academy of Emergency Medical Dispatch and Emergency Fire Dispatch ProQA and AQUA software a plus
  • Knowledge of system status planning, (e.g. – variable staffing levels, supply and demand, workload assumptions, and familiarization of local geography)
  • Ability to develop working relationships with allied agencies, hospitals, 911 centers, Directors, and others is required
  • Computer proficiency in Microsoft products and other EMS information technology systems is required.
  • Must obtain valid Nevada or California driver’s license.

Supervision Exercised

Directs the activities of Communications Specialists, Nurse Navigators, Supervisory and Management staff within the Communications Center.

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