Position Summary

The Senior Director, EMS Command Center is responsible for the strategic and operational leadership of Brewster Ambulance Service's dispatch and communications functions. This role owns the performance of the Command Center - including 911 and dispatch, CAD systems, unit hour utilization, fleet optimization and response time compliance across all lines of business. This is a highly visible, cross-functional leadership role requiring close partnership with Operations, Fleet, HR, Clinical, and Compliance leadership, and direct accountability to the President & COO for command center KPIs and workforce coverage.

Key Responsibilities

Command Center Leadership
Direct day-to-day operations of the EMS Command Center, including call-taking, dispatch, CAD/AVL administration, and real-time resource allocation across 911, interfacility, and all other lines of business. Own performance against response time, chute time, and unit hour utilization (UHU) targets; build and maintain dashboards and reporting cadences that give executive leadership real-time visibility into system status. Lead root-cause analysis on missed response benchmarks, late transports, and coverage gaps, and drive corrective action plans with operational leadership. Serve as the escalation point for high-acuity, multi-casualty, or mutual-aid events requiring cross-jurisdictional coordination. Evaluate and modernize dispatch operations and technology (CAD, AVL, telephony, mobile data) in partnership with IT, and lead vendor management for command center systems and performance. Manage real time scheduling needs and conflicts, serving as key collaborator and backup to scheduling to ensure 24/7 scheduling performance.

Supervisory Leadership - Day & Evening Operations
Directly supervise Command Center managers and supervisors across both day and evening shifts, ensuring consistent leadership coverage, clear shift-to-shift handoffs, and uniform application of policy and performance standards. Set shift-level expectations and priorities for day and evening supervisors, conduct regular one-on-ones and shift huddles, and hold each shift accountable to response time, chute time, and staffing coverage targets. Build and maintain a supervisory coverage schedule that keeps a qualified manager or supervisor on duty across all day and evening operating hours, including weekends and holidays, with defined on-call and escalation paths for overnight periods. Serve as the escalation authority for day and evening supervisors on staffing shortfalls, crew conflicts, performance management, and high-acuity operational decisions. Evaluate supervisor performance, deliver coaching and corrective action, and develop day and evening leaders through cross-training and succession planning for a 24/7/365 operation.

Cross-Functional & Strategic Leadership
Partner with Fleet on vehicle readiness and deployment planning to ensure scheduling and dispatch decisions account for real-time vehicle availability. Collaborate with Compliance and Clinical leadership to ensure command center and scheduling practices meet state EMS regulations, payer requirements, and contractual SLAs (including municipal 911 contracts). Represent Command Center in executive operating reviews and municipal/contract stakeholder meetings. Recruit, develop, and manage a multi-level team including Command Center supervisors, dispatchers, and scheduling coordinators; build succession depth for a 24/7/365 operation. Lead or support special projects related to Mobile Integrated Health (MIH), community paramedicine, and new market/contract launches as they relate to dispatch and staffing design.

Qualifications

Required
Bachelor's degree in Healthcare Administration, Business, Emergency Management, or related field; equivalent experience will be considered in lieu of degree. 8+ years of progressive leadership experience in EMS or other logistical operations, 911 dispatch/communications, or emergency services command center management, including 3+ years managing scheduling or workforce deployment functions. Demonstrated experience with fleet management platforms (e.g. CAD), EMS scheduling software, and performance dashboards (e.g., UHU, chute time, response interval reporting). Strong working knowledge of, or ability to quick adapt to, Massachusetts EMS regulatory requirements, 911 contract performance standards, and OEMS/DPH oversight. Proven ability to lead 24/7 operations teams, including supervisors and frontline staff, with a track record of building accountable, high-performing teams. Exceptional analytical skills, with fluency in building and interpreting operational KPIs and staffing models in Excel or equivalent tools.

Preferred
EMT-B, Paramedic, EMD (Emergency Medical Dispatch), or IAED certification. Experience in a multi-site or multi-contract private EMS environment, or within a healthcare/payer-adjacent transport organization. Familiarity with GEMT/IGT reimbursement structures and their operational implications for staffing and dispatch. Experience leading technology implementations or vendor transitions for dispatch or scheduling systems.

Key Performance Indicators
911 and contractual response time compliance rates. Unit Hour Utilization (UHU) and chute time performance. Credential/certification compliance rate across scheduled staff. Command Center staff retention and time-to-fill for critical roles.

Work Environment
This role requires availability to respond to command center escalations outside of standard business hours, including nights, weekends, and holidays, consistent with the demands of a 24/7/365 EMS operation. Some travel between Brewster locations is required.