Job Title
Communications Manager
Location
Jacksonville, FL
Department
Office
Status
Exempt / Salary Range
Reports to
Communications Leadership Team
Position SummaryThe Communications Manager provides day-to-day leadership and operational oversight of the Communications Center and its dedicated team of communications specialists and call takers. The position is responsible for supporting safe, timely, and efficient emergency and non-emergency ambulance and transportation services; assisting staff with decision-making and unit/call assignments; monitoring service performance; and providing routine operational reports to agency leadership. The Communications Manager also partners closely with Operations to promote compliance with company policies and procedures, strong customer service, on-time performance, and effective system status management.
Essential Duties and ResponsibilitiesCommunications Center Operations- Oversee daily Communications Center operations and provide real-time leadership, guidance, and decision support to communications specialists and call takers.
- Proficiently monitor and respond to calls and emails using established call-handling and information-management systems while delivering excellent customer support to providers, facilities, public-safety partners, field personnel, and coworkers.
- Maintain a calm, professional demeanor during periods of high call volume, unusual events, emergencies, and other high-stress situations.
- Follow established parameters and formats for receiving requests for service and ensure transportation requests are reviewed, scheduled, and assigned appropriately.
- Allocate available resources based on operational needs, approved protocols, and sound decision-making.
- Monitor, update, and control the location and movement of field units; document response times; and assist responding units with routing instructions when necessary.
- Effectively document and communicate trip information, including confirmations, equipment requirements, and other operational details.
- Relay instructions from senior management, messages, emergency information, and other time-sensitive communications accurately and promptly.
- Demonstrate and reinforce exceptional customer service in all aspects of Communications Center operations.
- Provide quality assurance oversight of communications specialists and call takers to support compliance with company policies, procedures, General Orders, memorandums, and established communication standards.
- Maintain current working knowledge of applicable company policies, procedures, General Orders, memorandums, and Communications Center protocols.
- Ensure completeness and accuracy of position-related data entry before the end of each shift.
- Act with integrity, honesty, professionalism, and sound judgment in support of Excelsior Ambulance Service departmental standards and values.
- Adhere to all applicable information systems security policies and procedures.
- Enter all requests for service accurately and completely into the Computer Aided Dispatch (CAD) system.
- Prepare and provide daily or requested reports on unit utilization, Unit Hour Utilization (UHU), call volume, on-time performance, response times, and other operational metrics for agency leadership.
- Demonstrate extensive working knowledge of Communications Center equipment and systems, including communication consoles, radio systems, recording systems, CAD, and related technology.
- Report Communications Center equipment or system failures to the Communications Leadership Team in a timely and appropriate manner.
- Evaluate current practices, policies, procedures, and workflows and recommend improvements that enhance customer service, operational efficiency, accuracy, and performance.
- Prepare bi-weekly schedules for communications specialists and call takers based on call volume, staffing requirements, and Communications Center needs, with senior-management approval as required.
- Review pre-scheduled calls in advance and coordinate with operational leadership regarding unit requirements necessary to support successful on-time performance.
- Collaborate with Operations personnel to support company policy compliance, staffing coordination, system status management, and service-delivery goals.
- Communicate with public-safety partners regarding emergent requests and operational needs, including mutual-aid responses and Mass Casualty Incident (MCI) unit requests.
- Perform other duties as assigned consistent with the responsibilities and operational needs of the position.
- High school diploma or equivalent.
- Minimum of five (5) years of private EMS or public-safety dispatching experience, including at least three (3) years of supervisory and/or management-level experience.
- Demonstrated experience compiling operational data and producing reports on UHU, on-time performance, call volume, and other metrics requested by senior management. This requirement is mandatory.
- Ability to read and write English proficiently and communicate clearly by radio and telephone.
- Ability to record, transmit, and report information accurately and completely.
- Ability to efficiently utilize assigned communications equipment and basic computer applications.
- Ability to manage multiple priorities simultaneously and perform effectively in high-stress situations.
- Typing speed and accuracy sufficient to efficiently process service requests and operational information.
- Experience using a two-way radio system.
- Experience with Logis/ESO Computer Aided Dispatch software.
- Experience with TripMaster (CTS) NEMT dispatch and scheduling software.
Skills Required
- High school diploma or equivalent
- At least five years of private EMS or public-safety dispatching experience
- At least three years of supervisory or management-level experience
- Experience compiling operational data and producing reports on UHU, on-time performance, call volume, and other metrics
- Proficient English reading and writing skills and clear radio and telephone communication
- Ability to record, transmit, and report information accurately and completely
- Ability to use assigned communications equipment and basic computer applications efficiently
- Ability to manage multiple priorities and perform effectively in high-stress situations
- Typing speed and accuracy sufficient to process service requests and operational information
- Experience using a two-way radio system
- Experience with Logis/ESO Computer Aided Dispatch software
- Experience with TripMaster CTS NEMT dispatch and scheduling software
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What We Do
Excelsior Ambulance Service provides EMS and specialty transport services for hospitals, health systems, communities, event partners, and patients across the Southeast. Established in 2011, Excelsior operates throughout Georgia, Alabama, South Carolina, and Florida, providing emergency and non-emergency response, 911 services, interfacility transportation, critical care and specialty transport, and special event medical support. As a Service-Disabled Veteran-Owned Small Business (SDVOSB), Excelsior is built around high-performance operations, advanced clinical capability, and dependable system support. Our EMTs, paramedics, and clinical teams are trained and equipped to manage a wide range of patient needs, from basic and advanced life support to complex, high-acuity transports. We work alongside healthcare partners to support both routine operations and complex transport needs while continuing to invest in the equipment, education, protocols, and clinical environment that allow EMS professionals to advance their practice. Our goal is to be the EMS partner healthcare organizations can trust, the workplace clinicians can grow within, and the specialty transport resource the Southeast can rely on when the need is routine, complex, or urgent.
