Communications & Shift Supervisor

Description

Reports to: Director of Operations

FLSA Status: Non-exempt l Hourly

Scheduled: 1700-0500 rotating 4 shifts on 4 shifts off

Position Summary:

The Shift Supervisor in the Communications Department plays a pivotal leadership role within ProCare’s interfacility ambulance service operations. This position is focused on enhancing dispatch performance, promoting crew accountability, ensuring on-time service delivery, and driving customer satisfaction. Operating within the Communications Center, the Shift Supervisor ensures that all transport requests are managed efficiently, resources are deployed optimally, and field staff receive clear and timely support. This role directly contributes to the effectiveness of ProCare’s integrated health and transport services through real-time supervision, coaching, performance tracking, and interdepartmental communication.

Key Responsibilities:

Operations & Dispatch Oversight

• Supervise all communications and dispatch activity during assigned shifts to ensure timely response and effective resource utilization.
• Coordinate closely with field personnel and team leads to facilitate real-time operational decisions, ensuring seamless service continuity and crew support.
• Monitor call volumes, dispatch assignments, and trip status to drive on-time performanceand mitigate service delays.
• Act as the  escalation point for shift-related issues in the Comm Center and field operations.

Performance & Quality Improvement

• Track and document dispatch metrics such as response times, call processing times, unit turnaround, and crew availability.
• Analyze patterns and contribute to the development and implementation of process improvements to support Procare’s commitment to service excellence.
• Provide feedback to staff based on daily observations and report operational challenges and successes to the Director of Operations.

Field Support & Team Collaboration

• Serve as a liaison between the Com Center and field healthcare providers, ensuring clear communication, logistical support, and shared accountability.
• Collaborate with Team Leads and Directors to verify vehicle and crew readiness and resolve field- based concerns that affect communications or dispatch efficiency.

Customer Experience & Professional Standards

• Promote harmonious relationships with clients, partner facilities, municipal agencies, and the general public through professional, accurate, and respectful communication.
• Support efforts to investigate and resolve service complaints, providing documentation and follow- up to leadership as necessary.
• Uphold and reinforce Procare’s values and service commitments during all public and internal interactions.

Training, Mentorship & Compliance

• Mentor dispatchers and communications staff, reinforcing Procare’s procedures and performance expectations.
• Participate in onboarding, training, and performance development of new communications personnel.
• Ensure compliance with regulatory and internal documentation standards, including accurate CAD entries, trip logs, and communication records.

Qualifications:

• Education: High school diploma or GED required. College-level coursework in Emergency Management, Communications, or Healthcare Administration preferred.
• Experience: 
  • Minimum 2 years of experience in EMS dispatch or communications or 2 years of IFT experience.
  • Prior supervisory experience or leadership in a dispatch or EMS environment is preferred.
• Certifications: 
  • Emergency Medical Technician (EMT) certification (preferred).
  • Valid Maryland Driver’s License in good standing.

Key Skills & Competencies:

• Deep understanding of EMS communications systems and interfacility transport workflows.  
• Ability to lead, coach, and motivate staff in a fast-paced, dynamic environment. 
• Strong interpersonal skills with emphasis on professionalism, empathy, and customer service.
• Proficient in CAD software, dispatch tools, and Microsoft Office Suite.
• Sound judgment in operational decision-making under pressure.

Working Conditions:

• Environment: Primarily based in the Communications Center with occasional field support or shadowing shifts.
• Schedule: Shift-based position including weekends, holidays, and possible overnight assignments. 
• Physical Requirements: Must be able to remain at a desk or dispatch station for extended periods, with light physical activity as required.

Cross-Referenced Key Procare Expectations (Incorporated):

• Mentorship & Support: Modeled after the Team Lead's field mentorship duties, the Shift Supervisor supports dispatcher growth and effective collaboration with field crews.
• Customer Service: Emphasis on positive public and internal relations aligns with the company’s culture and the Team Lead's ambassadorial responsibilities.
• Policy Compliance: Adheres to and enforces Procare’s safety, documentation, and service policies, consistent with the responsibilities held by Team Leads.
• Operational Transparency: Expected to report shift summaries and issues clearly, mirroring the Team Lead’s daily status and readiness reporting duties.