• Dispatch Lead in Summerdale, AL

    Requisition ID
    Employment Type
    Regular Full-Time
  • More Information about this Job

    Job Title: Lead Dispatcher

    FSLA Status:  Non-Exempt



    The Lead Communications Dispatcher is responsible for the supervision, coordination and prioritization of all Communications Center activities. The position has the authority to make necessary decisions in lieu of the Communications Manager. This position is also responsible for ensuring that standards of performance and client needs are met. The Lead Communications Dispatcher will ensure that all contractual requirements are successfully integrated into the daily operations of the Communications Center.



    • Identify, investigate, and resolve service related issues.
    • Assist in the development of the communications center to ensure that the contractual obligations of AMR are met.
    • Act as a representative of the communications department on assigned committees.
    • Identify systems problems that could cause service-related issues.
    • Effectively communicate with, and motivates employees.
    • Disburse information and implement department policies and procedures.
    • Maintain departmental records and reports.
    • Work with other departments to identify emerging trends.
    • Participate in programs to enhance AMR’s community image.
    • Promote high level of morale among department employees.
    • Assist with development of goals and objectives for the department.
    • Participate in quality improvement activities; assists in maintaining compliance with all established customer service standards.
    • Facilitate communications/field problem resolution.
    • Monitor call accounting software to ensure proper use of staff and equipment.
    • Serve as a departmental resource, and deals effectively with operational difficulties within the communications center.
    • Effectively deal with departmental conflicts and provides adequate follow-up.
    • Maintain departmental records and reports.
    • Manage and maintain AMR’s system status plan, and assures departmental compliance by all controllers. Prepare written reports and summaries as requested.
    • Participates in filling vacancies for sickness, vacation and other time off.
    • Support and uphold established corporation and departmental policies, procedures, objectives, quality improvement, and safety standards.
    • Maintain performance levels consistent with departmental standards.
    • Maintain a calm, non-emotional and professional atmosphere in the communications center at all times.
    • Maintain competency and enhances professional growth and development through continuing education, conferences, and seminars.
    • Maintain positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers.
    • Attend scheduled department meetings and training sessions.
    • Adhere to all company policies and procedures.
    • Adhere to all company policies and procedures.
    • Adherence to and compliance with information systems security is everyone’s responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems. 



    • Perform other related duties as assigned 





      • High school diploma or equivalent.
      • EMD (Emergency Medical Dispatch) training/certification, EMT or Paramedic Training preferred.



      • One year experience within a high profile EMS system.
      • CAD and data entry experience.
      • System Status Management experience.
      • One year EMS or Public Safety experience and a strong background in customer relations desired.


    Knowledge and Skills

      • Strong personnel management and staff development skills.
      • Superior verbal and written communication skills.
      • Demonstrated technical knowledge pertaining to communications equipment.
      • Ability to comprehend legal contracts.
      • Excellent time management and organizational skills.
      • Ability to perform in a high stress environment.

    EEO Statement

    Global Medical Response and its family of companies including American Medical Response is an Equal Opportunity Employer including Veterans and Disabled


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