Communications Captain
5 days ago
Richmond
Job Description POSITION SUMMARY The Communications Captain is responsible for the daily supervision, coordination, and performance oversight of the Communications Center. This position ensures that all emergency and non-emergency calls are answered and dispatched in accordance with established protocols, and that personnel operate efficiently and professionally. The Communications Captain leads a team of Communications Lieutenants and System Status Controllers, providing leadership and quality assurance within the center while supporting the Richmond Ambulance Authority's operational objectives and service commitments. The Communications Captain works closely with the EMS Operations Director on policy decisions and makes recommendations as necessary on behalf of the communications center to ensure high-quality EMS care is delivered to the public. POSITION DUTIES AND RESPONSIBILITIES Supervisory Responsibilities: • Leads a team of Communications Lieutenants and System Status Controllers, • Maintains high standards of professionalism, performance, and customer service in the Communications Center, • Develops and maintains schedules to ensure 24-hour coverage of the Communications Center, • Ensures adequate staffing coverage and appropriate resource allocation throughout the shift, • Provides guidance, coaching, and corrective action to staff as needed, • Manages employee conduct and shift-related personnel issues, escalating when necessary, • Ensures shift operations comply with applicable laws, regulations, and agency protocols including HIPAA and OEMS directives, • Assists in the implementation, evaluation, and training of new communications technologies, including CAD enhancements, mobile apps, and radio system updates, • Coordinates management of the EMS system as directed by the EMS Operations Director, • Monitors live call activity, CAD performance, and unit deployment to maintain system efficiency, • Implements System Status Management plans as directed, • Intervenes and assists in active dispatch or call-taking as needed to support shift stability, • Coordinates with field supervisors and other operational leaders to ensure seamless service delivery, • Supports compliance with accreditation standards (e.g., CAAS, ACE) through documentation, data collection, and QA initiatives, • Conducts routine audits of call-taking and dispatch performance using EMD-Q and QA tools, • Reviews ProQA compliance and documentation accuracy; identifies trends and performance gaps, • Provides feedback and collaborates with leadership on continuous improvement initiatives, • Identifies high-potential team members for leadership development and assists in preparing them for future supervisory roles, • Supports onboarding and training for new communications personnel, • Conducts in-service education sessions and refreshers on dispatch protocols, technology platforms, and customer service standards, • Maintains detailed shift logs including performance issues, incidents, staffing variances, and QA findings, • Monitors team dynamics and workload to mitigate burnout and promote well-being; provides support or intervention as needed, • Promotes a professional, respectful, and inclusive work environment, • Fosters teamwork, high morale, and positive employee engagement, • Serves as the primary communications point of contact for major incidents or multi-agency events during their shift, escalating issues as necessary to senior leadership, • Maintains relationships with external vendors for essential communications equipment, • Participates in disaster drills and mass casualty incident exercises, • May represent the department in internal or inter-agency meetings as delegated, • May serve as Acting EMS Operations Director in the absence of the EMS Operations Director when designated Minimum Qualifications: • High school diploma or equivalent; Associate Degree preferred, • Certified EMT in the Commonwealth of Virginia (or higher) or ability to obtain within one year, • Certification as Emergency Medical Dispatcher (EMD) and EMD-Q through IAED, • Minimum of three (3) years of experience in an EMS communications center, with one (1) year in a lead or supervisory role, • Ability to remain calm and decisive under pressure, • Proficient in Computer-Aided Dispatch (CAD) systems and ProQA software, • ICS 100, 200, 700, 800 certifications, • Valid Virginia driver’s license and acceptable driving record, • Demonstrated leadership, organizational, and communication skills, • Experience with System Status Management models, • Knowledge of OEMS and OMD compliance standards in Virginia, • ICS 300 certification or ability to obtain within 2 years, • Familiarity with Microsoft Office Suite and data reporting tools, • Must be able to sit and or stand for long periods., • Must be able to operate standard office equipment, • Must be able to operate a multi-screen workstation, use radio headsets, and respond to visual and auditory alerts, • Must be able to lift up to at least 25 pounds independently and 150 pounds with assistance, • Must have substantial movements of the body, wrists, hands, and or fingers, • Must be able to work in various environmental conditions as well as temperature changes, • Required to have visual acuity to operate motor vehicles and or equipment CONDITIONS OF EMPLOYMENT: • Subject to pre-employment and random drug screening, fingerprint-based background check, and physical ability test, • Must maintain all required licenses and certifications as a condition of continued employment, • Must adhere to agency confidentiality policies and ensure security of protected health information (PHI) in compliance with applicable federal and state laws, • Comply with all legally mandated vaccinations and health screenings required for healthcare providers under federal, state, or local regulations, • May be required to work nights, weekends, holidays, and during emergencies, • Full-Time, Salaried, Exempt, • Target Pay Range: $78,100 - $83,686 annually, • Monday-Friday, Day shift, in-person required, • Nights, weekends, holidays, only if duties require, • Subject to emergency activation and recall as needed