Director of Communications - Emergency Medical Services/Dispatch

divh2Director of Communications/h2pThe Director of Communications is responsible for the care, custody, oversight, and continuous development of Cataldo Ambulance Services regional Communications Center. This role provides executive-level leadership to a mission-critical operation singularly focused on aligning the right ambulance resources with the clinical, operational, and situational needs of each patient./ppThe Communications Center manages both emergency (9-1-1) and non-emergency requests for service and functions as a regional secondary Public Safety Answering Point (PSAP), supporting 16 cities and towns. The Director ensures operational excellence, regulatory compliance, workforce development, and technology-enabled performance in a high-acuity, high-reliability environment./ppThis position is supported by Communication Center Managers and Dispatch Supervisors, and operates within a matrixed organizational structure, collaborating closely with Operations, Clinical Leadership, HR, Finance, IT, and Executive Leadership./ppstrongKey Responsibilities:/strong/ppOperational Leadership

Oversight/pulliProvide strategic and operational leadership for a 24/7 regional EMS Communications Center supporting emergency and non-emergency ambulance services./liliEnsure consistent, clinically appropriate, and timely deployment of ambulance resources aligned with patient acuity, system capacity, and contractual obligations./liliServe as the senior authority for complex, high-risk, or high-impact operational incidents, maintaining focus on mission, patient safety, and system integrity./liliOversee daily operations through direct leadership of Communications Managers and Supervisors./li/ulpPSAP

Regulatory Compliance/pulliEnsure compliance with all applicable local, state, and federal regulations, including PSAP standards, EMS dispatch protocols, and contractual performance requirements./liliAct as the primary liaison for municipal partners, public safety agencies, and external stakeholders related to communications operations./liliMaintain readiness for audits, inspections, and system reviews./li/ulpTechnology, Systems

Innovation/pulliProvide leadership in the effective use, optimization, and evolution of communications technologies, including CAD, radio systems, telephony, and data platforms./liliPartner with IT and Operations to evaluate, implement, and optimize new tools that improve call handling, deployment efficiency, situational awareness, and data integrity./liliEnsure system resilience, redundancy, and business continuity planning for communications infrastructure./li/ulpPolicy, Procedures

Quality/pulliAuthor, review, and maintain Communications Center policies, procedures, and protocols, ensuring clarity, compliance, and operational relevance./liliEstablish and oversee a robust quality assurance and continuous improvement framework./liliLead after-action reviews and corrective action planning following significant events or performance gaps./li/ulpPerformance Management

KPIs/pulliDefine, monitor, and act on key performance indicators (KPIs) related to call handling, response times, resource utilization, compliance, and service quality./liliTranslate performance data into actionable operational and workforce strategies./liliPresent performance trends, risks, and improvement plans to executive leadership./li/ulpPeople Leadership

Workforce Development/pulliBuild, mentor, and retain a high-performing leadership team within the Communications Center./liliPartner with HR on workforce planning, recruitment, onboarding, training, performance management, and employee relations./liliFoster a culture of accountability, professionalism, psychological safety, and mission alignment in a high-stress environment./li/ulpFinancial

Administrative Stewardship/pulliCollaborate with Finance on budget development, expense management, staffing models, and cost-containment initiatives./liliEnsure appropriate use of resources while maintaining service quality and contractual performance./liliParticipate in strategic planning and long-range operational forecasting./liliMaintains knowledge of and complies with all company policies, procedures, and guidelines at all times./li/ulpstrongEducation:/strong/pulliBA/BS degree or above preferred, or equivalent experience in Healthcare Operations Leadership/liliMinimum of 7-10 years progressive leadership experience in EMS Operations, communications, ambulance dispatch, public safety communications, or related operations with significant management responsibility./li/ulpstrongRequired Qualifications and Experience:/strong/pulliDemonstrated experience managing complex, high-acuity dispatch operations, preferably in a regional or multi-jurisdictional environment./liliStrong working knowledge of EMS deployment strategies, call triage, ambulance operations, and PSAP functions./liliProven ability to lead through complexity, ambiguity, and high-stakes operational situations./liliExperience authoring and enforcing operational policies and procedures./liliDemonstrated success using data, KPIs, and performance analytics to drive operational improvement./liliHigh level of technical literacy, with the ability to partner effectively on CAD, radio, telephony, and data systems./liliExperience operating effectively within a matrixed organizational structure./li/ulpstrongPreferred Qualifications and Experience:/strong/pulliPrior experience in a secondary PSAP or regional dispatch environment./liliFamiliarity with municipal contracts and public-sector service delivery expectations./liliExperience supporting or leading change initiatives, system implementations, or organizational transformation./liliPrior management or leadership experience in ambulance service/liliSuper-User knowledge of Zoll Dispatch solutions/li/ulpstrongKnowledge, Skills and Abilities:/strong/pulliMission driven decision making under pressure/liliExecutive presence and credibility with internal and external stakeholders/liliClear, disciplined communicator. Communicate effectively both verbally and in writing; ability to relay and carry out verbal and written instructions./liliSystems thinker with operational depth/liliTechnically curious and improvement oriented/liliAnalytical skills to gather and interpret data/liliCalm, decisive leadership in critical incidents/liliDemonstrates sound judgment and discretion at all times/li/ulpstrongRequirements:/strong/pulliMust be 18 years of age/liliAbility to meet the essential duties and physical, mental and sensory requirements of the position at all times with or without accommodation./liliComply with UDS drug screening at any and all times/liliSatisfactory background check and MA CORI (Criminal Offender Record Information), verification required annually./li/ulpstrongLicensure, Certification, Registration:/strong/pulliCurrent valid EMD certification, and/or ability to obtain and maintain NAEMD/liliCurrent valid drivers license/li/ulpstrongPhysical, Mental and Sensory Requirements:/strong/ppThis job requires:/ppAbility to hear various frequencies, distinguish sounds and work in environment with consistent background noise./pulliConsistent close eye work and clear vision for screens, color/depth perception, and peripheral vision for data analysis and monitoring./liliClear, concise verbal communication, potentially shouting or speaking loudly over noise, and active listening./liliFine finger dexterity, repetitive wrist motion regarding computers and dispatch terminal work for prolonged time periods. (fingering, pushing, pulling)./liliAbility to sit, stand and alternate positions for extended periods of time./liliExerting light force up to 10-25 lbs. for tasks like lifting, carrying, pushing/pulling./liliAbility to work in environment with constant phone/radio calls, interruptions, urgent/emergency situations, and emotionally charged callers./liliStrong multitasking, problem-solving, attention to detail, memory, and emotional stability in stressful environments/li/ulpstrongBenefits

Compensation:/strong/pulliExempt Role, Salary commensurate with experience/liliCompetitive benefits package include:/li/ulolliPaid time off/liliHealth Insurance/liliDental insurance/lili401(k) Plan/li/ol/div