DIRECTOR: EMS Communications Dispatch Center

Bell Ambulance, Milwaukee, WI

Bell Ambulance, a leading Emergency Medical Services (EMS) provider operating a high-volume dispatch center in Milwaukee, WI, is seeking a highly skilled, results-oriented Director of Communications.

This Director-level role will oversee the operational management and strategic development of our IAED-accredited Communication Center, which handles over 130,000 calls per year in a high-traffic urban setting. Call types include both 911 and Inter-facility Transfer (IFT)/Discharge calls for service.

The Director will be responsible for ensuring the highest standards of efficiency, performance, and compliance in all dispatch and call-taking operations, driving continuous improvement in response times and resource allocation. This role requires a proven leader with deep experience in a high-volume EMS service.

Core Responsibilities

Operational Oversight

• Ensure continuous, 24/7 oversight of all Communication Center operations.
• Maintain adequate staffing levels with appropriately trained personnel for call taking, dispatching, and monitoring of contracted response times.
• Coordinate with the Scheduling department to create or adjust positions as necessary.
• Review and update current ambulance dispatch policies and procedures to ensure they support efficient, compliant operations at all times within the Communications Center.

Technology and Systems Management

• Manage the Traumasoft Computer-Aided Dispatch (CAD) system, phone answering systems, and other tools utilized to monitor personnel and fleet activity within the Communications Center.
• Utilize Microsoft POWER BI and Firstwatch to analyze metrics and provide feedback to other departments on necessary metrics

Performance, Training, and Development

• KPI Monitoring: Establish and maintain a robust Quality Assurance (QA) program to ensure departmental compliance. This includes, but is not limited to, monitoring call-taking accuracy, ambulance out-the-door times, and on-scene times. Provide regular reports and constructive feedback for necessary follow-up.
• Training System: Establish and maintain a comprehensive training system, including the development of certified Dispatch Training Officers (DTOs), to ensure all communication center personnel are highly proficient and fully aware of their critical role.
• Performance Feedback: Create a training performance feedback process to ensure consistent, constructive transparency for all parties across all phases of training.
• Cross-Training: Ensure a clear pathway for Ambulance Operations personnel to be cross-trained within the department.

Recruitment, Retention, and Culture

• Establish and maintain a "Just Culture" environment that promotes adequate review and feedback within the department while ensuring appropriate accountability at all times.
• Participate in the review and interviewing process for all potential candidates in coordination with Human Resources (HR).

Required Qualifications

• Prior experience within a high-call-volume Communications Center.
• Emergency Medical Dispatcher (EMD) Certified.
• Experience with Traumasoft CAD and other related systems.
• Exceptional organizational, analytical, and crisis management skills.

Preferred Skills

• Current EMS licensure (Any Level).
• Prior experience in an EMS setting that operates both 911 and private call services.

Bell Ambulance can offer you an incredibly competitive wage and a comprehensive benefits package, including two medical plans to choose from, dental, vision, FSA, HSA, and company-sponsored plans. In addition to the core benefits, Bell Ambulance offers a 401(k) plan that becomes available on your hire date, and we match 100% of your contributions up to 6%.