Telecommunication Service Manager Jobs (NOW HIRING)

Position Description:

Amerimed is a fast-growing Emergency Medical and physician-level house call service, with a very diverse work area. The communications center receives, and dispatches calls for service in multiple states, handling hundreds of calls a day. The Telecommunications Supervisor will oversee the assigned California rotation within the assigned dispatch area. He or she will ensure Telecommunicators have supervision needed to ensure efficient and coordinated responses for our customers. 

General Nature of Work:

Under limited direction from the MedComm Assistant Manager, this position performs work to assist the MedComm Assistant Manager and MedComm Manager to ensure efficient and coordinated response and proper customer service for all of MedComm customers which include all callers and all that we dispatch.  Under limited, but precise direction, this position also performs work of moderate difficulty in the operations of the telephone and radio within the communications center while also assisting with Training new hires, overseeing dispatch staff, and aiding with overseeing functions within the operation of the communications center.  Each Telecommunications Supervisor may complete basic functions needed to ensure operations continue in the absence of the MedComm Assistant Manager and MedComm Manager.

Essential Functions & Duties:

Duties include aid in management of communications operations through subordinate staff. This position will aid with all functions needed for day-to-day dispatching operations. The following duties are normal for this position. The omission of specific duties and responsibilities does not exclude them from this position description. Other duties may be required and assigned by the MedComm Assistant Manager with approval or from the MedComm Manager as necessary. Essential daily functions are as follows:

Examples of Duties to be Performed:

All duties listed within Senior Telecommunications Officer, Outbound Specialist, System Status Controller, Telecommunicator I and Telecommunicator II in addition to:

• The Telecommunications Supervisor will position at any open position and may be positioned center room when such arrangement allows. He or she should roam the dispatching area regularly to monitor all operations.
• Daily Communications Center operations which include call intake, outbound call, and dispatching duties.
• Managing all functions of MedComm dispatch areas which includes but is not limited to:
  • Assistance with training both new and existing dispatch staff.
  • Assistance with scheduling needs, ensuring all positions are manned and the Communications Center is always staffed as it should be for optimal operation.
  • Monitoring all equipment and reporting problems correctly, troubleshooting, restarting problems and enacting backups as needed.
  • Assistance with policy and procedure development, enactment, and enforcement.
  • Performing daily quality assurance checks on all handled by his or her shift.
  • Completion of required reports in an accurate manner.
  • Ensuring all end of shift and beginning shift duties are always completed by staff to include proper pass-on.
  • Working as a Telecommunications Officer in any vacant position within dispatch that is needed.
  • Participating in on-call and covering for other shifts.
  • Conducting progressive discipline, following policy as needed and not allowing things to worsen without proper attention, direction and correction being given.
• The Telecommunications Supervisor will always perform / appear with professionalism in mind as they are the vital communications link. They will lead by example in all facets of their performance.
• The Telecommunications Supervisor will aid the MedComm Assistant Manager and MedComm Manager with administrative needs as requested, this includes aiding with interviews and other meetings as needed.
• The Telecommunications Supervisor reports directly to the MedComm Assistant Manager as the next in their Chain of Command, at no time should the Supervisor jump that chain of command unless there is a problem with his or her direct supervisor.
• The Telecommunications Supervisor lateral chain of command in other divisions are the OIC.

Position Qualifications:

• High School Diploma or GED.
• EMD, Cardiopulmonary Resuscitation Certification (CPR) and AEMS Certification are beneficial but not required.
• Typing Skills (35 words per minute or greater)
• Previous Public Safety Telecommunications positionor Dispatch position beneficial.
• Must be trustworthy, honest, dependable, detail oriented and an excellent communicator and leader.
• Must always display excellent customer service skills both with internal and external customers.
• Completion of all other AEMS Training Offerings - as offered and including but not limited to:
  • EMD - Emergency Medical Dispatch
  • Medical Terminology
  • Customer Service
  • Homeland Security Training in Nationwide SAR Initiative - NSI Training: Public Safety Telecommunications https://courses.dhs.gov/courses/course/nsi-training-public-safety-telecommunications
  • FEMA Courses - As Assigned by MedComm Manager - some examples are:
    • IS-100 Introduction to the Incident Command System
    • IS-240 Leadership and Influence
    • IS-242 Effective Communication
    • IS-662 Improving Preparedness and Resilience through Public - Private Partnerships
    • IS-700 An Introduction to the National Incident Management System
      • These are all taken online and may be found at: https://training.fema.gov/is/
• Excellence in the following skills is desired: dispatch skills, customer service skills, audio skills, communication skills, grammar / spelling, and computer software skills.
• Must possess a background free of criminal offense and be drug free.
• Must be flexible and able to help cover open shifts and adjust shift if needed.
• Must be trustworthy, honest, dependable, detail oriented and an excellent communicator.
• Must always display excellent customer service skills.
• Telecommunication Supervisors must be able to operate in all functions (Telecommunicator I, Telecommunicator II, Outbound Specialist and System Status Controller).