Cetronia - Health on Wheels
Full Time- Communications Center System Status Manager

 Job Title:                                               Communications Center Systems Status Manager                                     FLSA:  Exempt

Job Number:                         62-014

Responsibility To:                Chief Operating Officer

Date:                                      July 1, 1999; Revised 02/02/2001; Second Revision May 2002-Revised Feb 22, 2008; Revised 04/11/2016, May 23, 2018


To analyze data and manage deployment and dispatch personnel, operations and systems.

Essential Job Functions:

  • Analyzes data,directs and monitors dispatch operations within a high performance EMS system
  • Directs day to day activities of the communications center, ensuring response time

compliance and on-time transportation occurs

·         Create after action reports for daily review with the Director of Operations to address missed response times and give recommendations on how to improve  

  • Develops and assures compliance with  dispatch policies and procedures
  • Designs and implements deployment plans, schedules, policies and procedures

·         Provides individual guidance and direction to communications center associates

·         Monitors, completes and maintains all CAD data, system compliance reports and regularly reviews audio tape recordings as part of a continuous quality improvement process

  • Develops reports utilized by the management team and recommends corrective actions as necessary to improve systems response and performance
  • In coordination with the Directors of Education, Operations, and  Human Resources develops effective          processes and systems to orient new field personnel to the concepts of high performance EMS
  • Collaborates with the Directors of Education and Operations to develop regular educational      programsdesigned toimprove systems performance and compliance

·         Works with the Director of Operations to establishpositive concepts of teamwork among the

      communication center and field associates

·         Performs all functions  within established financial and operational plans and  goals

  • Develops quality assurance programs, techniques and monitors compliance
  • Maintains a thorough working knowledge of local geography, including mapping, street,  grid

Systems, and routing to provide increased efficiency

  • Receives and schedules emergency and non-emergency calls requesting medical transportation services and information about our services
  • Monitors progress during response and takes corrective action as needed to ensure service performance levels have been met
  • Communicates with professional medical personnel and emergency treatment facilities to relay

pertinent patient information and arrange for the reception of patients at the treatment site

  • Completes transport and billing documentation within a computer aided dispatch environment
  • Ensures safe behavior and operating practices and adheres to established guidelines, treatment

protocols, policies and procedures.

  • Maintains a thorough working knowledge of current EMS standards of care, including equipment function and use
  • Maintains communications center technology and equipment in a clean, organized, and ready condition at all times
  • Schedules repairs and replaces equipment as required
  • Participates in quality audits of daily work processes
  • Participates as an active member of the performance oversight comittee
  • Participates in establishing quality improvement processes designed to improve customer satisfaction
  • Assists in the development of data collecting processes used in the quality improvement process
  • Works with the Director of Operations to ensure staffing levels are maintained and staffing patterns are correctly matching demand
  • Performs other duties as assigned


  • Thorough knowledge of data analytics
  • Thorough knowledge of modern probabilities and statistical analysis
  • Contemporary methods of supervision, leadership and management
  • Computer familiarity to include CAD, Microsoft office professional, Crystal reporting software, and SQL database programs
  • Professional communications techniques
  • Thorough understanding of systems status management  concepts, techniques, and


  • Methods and techniques of providing on-site emergency medical services
  • Use of medical and related emergency medical equipment
  • Applicable BLS and ALS service levels, clinical practices, procedures and protocols, and quality

assurance guidelines

  • Local area EMS infrastructure and geography

Technical Skills

  • Leadership and problem solving, coaching and counseling skills
  • Exercising judgment and providing logistical coordination of resource deployment procedures
  • Provides direction to associates in dispatch and related operational matters
  • Communicating effectively at all levels, both orally and in writing
  • Preparing clear and concise reports, documents and records

Behavioral and Physical Skills

  • Act calmly and quickly in emergency situations
  • Create and maintain a positive and cooperative working environment in stressful situations
  • Work during odd hours and for extended periods
  • Work smoothly and professionally in an environment where teamwork is essential
  • Work independently with a minimum of supervision for assigned tasks
  • Exercise sound independent judgment within general policy and procedural guidelines
  • Anticipates and identifies problems and takes initiative to prevent and correct them
  • Establish and maintain effective working relationships with all levels of personnel within the

medical community, the Corps, outside agencies and customers

Certification(s) and/or License(s)

  • Must maintain BCLS Certification
  • Must maintain AED Certification
  • Must obtain and maintain EMD certification within six (6)months of appointment
  • Must possess and maintain a valid drivers license

Education and/or Experience

  • Bachelors degree or equivalent of experience in a high performance EMS environment
  • Previous experience as a supervisor or manager in a Communications Center environment
  • Completion of a course in basic supervisory and management skills, or attainment of such training

within six (6) months of appointment

  • A minimum of three-(3) year’s experience as a dispatcher/communications center technician