Director of Communications and Dispatch Operations

$90,000 - $120,000/Yr

West Coast Ambulance - Burbank, CA

Part-time,Full-time - Senior

Burbank, CA

Ambulatory Health Care Services

About the position

The Director of Communications and Dispatch Operations at West Coast Ambulance is responsible for overseeing the 24/7 Dispatch Center, ensuring efficient operations and exceptional service delivery in non-emergency medical transportation. This role requires strong leadership, critical thinking, and the ability to adapt to operational needs while managing a team of dispatchers and customer service representatives. The Director will also focus on quality assurance, compliance, and strategic planning to enhance service delivery and operational efficiency.

Responsibilities

• Manage daily operations of the Dispatch Center, ensuring efficient scheduling, trip coordination, and resource allocation.
• Supervise and mentor dispatchers and customer service representatives to ensure peak performance and accountability.
• Lead and inspire a team fostering a culture of accountability, collaboration, and continuous improvement.
• Conduct regular performance evaluations, provide constructive feedback, and implement development plans to enhance team capabilities and professional growth.
• Oversee daily dispatch operations, ensuring seamless scheduling and coordination of non-emergency medical transportation services.
• Monitor and analyze key performance metrics to identify and implement process improvements for optimal service delivery.
• Work collaboratively with EMS teams, gurney, wheelchair van operators, and clients to ensure effective resource management and exceptional patient care.
• Conduct weekly team dispatch meetings and foster strong relationships with external partners, including hospitals and healthcare facilities.
• Develop, implement, and uphold protocols that ensure compliance with local, state, and federal regulations for medical dispatch operations.
• Conduct regular quality assurance reviews and audits to maintain high service standards and identify opportunities for improvement.
• Act as the primary point of contact for managing emergency response coordination, handling high-pressure situations with professionalism and efficiency.
• Partner with senior leadership to develop and execute a strategic vision for dispatch operations, ensuring alignment with the mission and goals of West Coast Ambulance.
• Evaluate and optimize dispatch software and tools to enhance operational performance.
• Lead dispatch operations during emergencies, high-demand periods, or critical incidents.

Requirements

• Bachelor's degree in Business Administration, Logistics, Emergency Management, or a related field (or equivalent experience).
• Minimum of 5 years of leadership experience in dispatch operations, preferably in EMS or transportation.
• Strong knowledge of dispatch systems, scheduling software, and logistics management.
• Exceptional organizational, problem-solving, and critical-thinking skills.
• Excellent verbal and written communication abilities.

Nice-to-haves

• Experience in compliance and quality assurance within a dispatch or similar operational environment.
• Familiarity with EMS, LA County EMS and OC EMS policies, healthcare standards and regulations.

Benefits

• Health insurance
• Dental insurance
• Paid time off
• 401(k) matching