About this role
Communications Shift Supervisor
Central EMS
Position Availability:
- 1 Day Shift Supervisor Position
- 1 Night Shift Supervisor Position
Both positions operate on a California 12-hour rotating schedule (Cali 12s) , providing a consistent and balanced work schedule while supporting 24/7 communications center operations.
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Job Overview
The Communications Shift Supervisor at Central EMS is responsible for overseeing the coordination of call intake, monitoring, and dispatching of emergency and non-emergency medical services during their assigned shift. This role requires guiding a dedicated team of dispatchers, ensuring operational efficiency, and maintaining high standards of customer service and communication center performance.
This position offers competitive pay, comprehensive training, and a rewarding leadership opportunity within Emergency Medical Services (EMS).
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Primary Purpose
Under the direct supervision of the Communications Manager, the Communications Shift Supervisor manages day-to-day communications center operations while overseeing the implementation of departmental goals, objectives, and policies. The Supervisor serves as a leader and role model, ensuring employees adhere to established protocols and support the culture and standards of Central EMS.
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Job Summary
The Communications Shift Supervisor ensures the efficient daily operation of the communications center, oversees the dispatch of emergency and non-emergency services, and supports the dispatch team in delivering exceptional service. In addition to leadership responsibilities, the Supervisor must be capable of functioning in the role of a dispatcher and demonstrate proficiency in all areas of dispatch operations.
This is a working supervisor position and is expected to actively assist with communications center operations as needed. Flexibility is required to provide shift coverage and respond to operational needs when necessary.
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Key Responsibilities
Leadership & Supervision
- Lead and supervise dispatch personnel.
- Ensure adherence to departmental policies, procedures, and performance standards.
- Provide coaching, training, and support to staff.
- Recommend corrective and disciplinary action when appropriate.
- Foster a positive and productive team environment.
System Management & Coordination
- Oversee system status management to ensure optimal utilization of resources.
- Utilize Computer Assisted Dispatch (CAD) systems to monitor unit status and deployment.
- Track resources and unit availability through CAD and Vanguard systems.
- Ensure appropriate deployment of resources to meet operational demands.
Dispatch Operations
- Oversee dispatch activities for emergency and non-emergency medical services.
- Coordinate communication between call takers and dispatchers.
- Monitor service levels and ensure accurate ETAs are communicated.
- Assist with call-taking and dispatching functions as needed.
Resource Optimization
- Coordinate the deployment and utilization of available assets.
- Maintain working knowledge of all service areas, unit types, and customer requirements.
- Support efficient resource allocation to meet service demands.
Problem Solving & Incident Management
- Demonstrate strong critical thinking and decision-making skills.
- Effectively manage operational challenges in a fast-paced environment.
- Provide real-time solutions while maintaining service quality and communication effectiveness.
Performance Monitoring & Reporting
- Monitor operational performance metrics and compliance standards.
- Maintain daily logs and shift reports.
- Complete and review End of Shift Reports, Monthly Statistics Reports, Training Updates, and Continuous Quality Improvement reports.
- Identify improvement opportunities and support employee development.
Administrative Support
- Assist the Communications Manager with:
Staff scheduling
- Payroll documentation
- Performance evaluations
- Operational reporting and documentation
Schedule Flexibility
- Provide shift coverage as needed.
- Assist with staffing challenges to support uninterrupted operation of the communications center.
Additional Responsibilities
- Perform other duties as assigned by the Communications Manager.
- Support organizational initiatives and departmental goals.
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Qualifications
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Qualifications
Required Qualifications
- High School Diploma or GED.
- Minimum of 3-5 years of experience in EMS or public safety communications.
- Previous leadership or supervisory experience preferred.
- Strong interpersonal, organizational, and time management skills.
- Excellent customer service abilities.
- Proficiency in Microsoft Office Suite, including Excel and Word.
- Strong written and verbal communication skills.
- Ability to thrive in a fast-paced, high-pressure environment.
- Proficiency in all aspects of dispatch operations.
- Experience with CAD, Vanguard, radio communications, and other dispatch technologies.
Preferred Qualifications
- Emergency dispatch or communications-related certifications.
- Prior experience leading teams in an EMS or public safety communications environment.
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Compensation
$24.00 - $27.00 per hour , depending on experience, qualifications, and demonstrated leadership ability.