Job Description

Description:

NOTE: This role is open for Flight For Life or ThedaStar employees. You must be able to work at both locations.

SUMMARY

The Communication Center Manager oversees the daily operations of the Communication Center. The Manager will oversee staff performance as well as ensure efficient workflows, monitor customer interactions, and maintain safety through operational communication.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

All Leaders will practice Just Culture principles Manage the Communication Center schedules and ensures there is 24-hour coverage. Supervise and coordinate the activities of communication specialist(s) including hiring performance management, training, etc. Acts as a resource for communication-related hardware and software Functions as a line Communication Specialist, performing emergency and general communication requirements to facilitate the dispatch and communication of all teams and all requests for services Implements and oversee a QI program within the Communications Center Participate in the MRMC Emergency Preparedness Committee (MEPC), Wisconsin Air Medical Council (WAMC), and other appropriate outside committees as assigned Fundamental knowledge of problem solving and decision-making principles Demonstrate supervisory skills of organization, work coordination, training and counseling Develop and maintain training programs and continuing education programs consistent with CAMTS, IAMTCS, and Standards & Practice Committee direction of the program operations Ensure all Communication Specialists' Computer Aided Dispatch documentation is appropriate, and events are recorded as required Develops and implements policies and procedures to ensure effective operations of the Communication Center Communicates and coordinates helipad obstructions and closures in a timely manner Participates in FFL outreach education as directed Maintains current knowledge of the following rules and regulations applicable to the FFL Communication Center: Federal Communications Commission Federal Aviation Authority Air Ambulance Operations Emergency Medical Service's Assist the IT staff to ensure all radio and communication equipment operational licenses are renewed prior to expiration dates; post copies of licenses in accordance with FCC/State requirements Responsible for submitting the Communication Center annual budget and managing expenditures throughout the budget year At minimum, actively participates in the Safety, Education, Quality Improvement, and Work Group Committees. Identify an alternative representative if unable to attend Participate in Leadership Team and Multi-Disciplinary Continuous Quality Improvement (MDCQI) meetings Collaborate with the Aviation Vendor Operation Control Center leadership as needed

Requirements:

EDUCATION, EXPERIENCE, AND QUALIFICATIONS

Required

:

High School Diploma A minimum of five years of experience working in dispatch for emergency medical services. Embodies working example of excellence in customer service Proficiency in written communication Exemplary communication skills and demonstrated ability to serve as a resource in a team focused environment Working knowledge and practical application of EMS radio systems, data entry and word processing Flexibility in work assignments and schedules. IAMTCS certification within two years of hire Proficient in: Multi-tasking utilizing radios, computers, and phones at one time Speaking in a clear and calm voice; Sitting for long periods of time in confined quarters Microsoft products Computer Aided Dispatch programs

Preferred:

Bachelor's Degree Management experience EMT certification or equivalent knowledge or experience Knowledge of medical terminology

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to stand; walk; use hands to manipulate objects, tools, or controls; reach with hands and arms; talk and hear. The employee must occasionally lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds with the assistance of others. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This includes a high-stress situation, a highly regulated, climate-controlled, low-to-moderate-to-extreme noise environment.

EQUAL EMPLOYMENT OPPORTUNITY

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.