Communications Manager

Description

POSITION SUMMARY:

The Communications Manager manages and provides direction for the daily operations and ongoing development of the District’s 911 Communications Center (Control). This position is responsible for departmental performance, personnel management, quality improvement, training, regulatory compliance, communications technology, and operational readiness. The Communications Manager works closely with the Chief Operating Officer and other operational leaders to evaluate system performance, resource deployment, and Communications strategies that support reliable and effective emergency medical response.

SPECIAL NOTE:

This job has been designated as a Safety Sensitive Position by Harris County ESD #11 Mobile Health Care. Public safety, as well as the safety of Harris County ESD #11 Mobile Health Care employees, requires that the employee in this position be able to always perform all essential functions at the highest levels. Therefore, this position is subject to frequent drug testing and requires reporting of all employee use of High-Risk Medications identified by Harris County ESD #11 Mobile Health Care and certification from the employee’s physician that such medications can be safely used while working. Because Harris County ESD #11 Mobile Health Care ’s ability to deliver emergency medical response depends on having a workforce that can be reliably scheduled, this job also requires regular and reliable attendance. This is a high-stress job that requires focus, engagement, and high performance in traumatic, physically demanding, emotionally charged, and life-threatening situations. The position involves exposure to serious and graphic injury to adults and children, including death and dismemberment. A high level of physical, mental, and emotional health is an essential requirement.

ESSENTIAL FUNCTIONS:

• Oversees and manages the daily operations of the Communications Center, including staffing, workflow, service delivery, and overall performance to support reliable EMS response.
• Leads and develops Communications Supervisors and Telecommunicators, including performance management, coaching, employee development, and consistent application of departmental expectations.
• Develops, reviews, and implements Communications policies, procedures, and operational practices to support effective operations and compliance with District and regulatory requirements.
• Evaluates Communications Center performance, including call processing, dispatch performance, resource deployment, unit utilization, response-related metrics, and operational trends, and develops strategies to improve departmental and system performance.
• Oversees the performance, reliability, and effective use of CAD, radio, telephone, recording, and other communications systems and evaluates technology needs and improvements that support current and future operations.
• Manages the Communications quality improvement program, evaluates performance trends and protocol compliance, and ensures identified concerns are appropriately addressed.
• Manages the Communications Center’s efforts to maintain Accredited Center of Excellence (ACE) accreditation and ensures departmental practices, quality improvement activities, documentation, training, and performance standards remain aligned with accreditation requirements.
• Provides direction for training, continuing education, and professional development of Communications personnel and ensures required certifications and competencies are maintained.
• Ensures Communications operations comply with Emergency Medical Dispatch standards, FCC requirements, District policies, and applicable federal, state, and local requirements.
• Partners with the Chief Operating Officer (COO), Operations, and Clinical leadership to evaluate deployment strategies, resource utilization, system performance, and operational needs and provides Communications expertise and recommendations to support operational planning and decision making.
• Evaluates Communications workflows, technology, resource needs, and departmental priorities and develops recommendations and strategies to support current and future operational needs.
• Maintains effective working relationships with public safety agencies, healthcare partners, communications centers, vendors, and other external partners.
• Manages departmental resources and expenditures within the approved budget and participates in budget development and long-term planning for Communications staffing, technology, equipment, and operational needs.
• Participates in organizational planning, emergency preparedness, special operations, and other District initiatives requiring Communications management or operational expertise.
• Other duties as assigned.

QUALIFICATIONS:

• Bachelor’s degree in business administration, emergency management, public safety, or a related field. Equivalent years of experience may be considered in lieu of education.
• Five (5) years of progressive experience in emergency communications, EMS, or public safety operations, including at least three (3) years in a supervisory or management role.
• Current IAED Emergency Medical Dispatcher (EMD) certification; EMD-Q certification preferred.
• Knowledge of EMS communications, Emergency Medical Dispatch standards, CAD and radio systems, and applicable FCC requirements.
• Strong management, decision-making, communication, and problem-solving skills in a high-pressure operational environment.
• NIMS ICS-100, 200, 700, and 800 required; ICS-300 and 400 must be obtained within twelve (12) months if not already held.
• Valid Texas driver’s license and ability to meet District background and driving requirements.
• Experience with ACE accreditation and process improvement methodologies, including Six Sigma, preferred.
• Must not have been excluded by the OIG to participate in Federally Funded Health Care Programs.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Ability to sit for extended periods.
• Ability to lift up to 10 pounds.
• Ability to walk, stand, bend, squat, twist, and reach.
• Ability to perform fine motor tasks and extended keyboarding.
• Ability to maintain focus and cognitive function during prolonged high-stress situations.

WORKING CONDITIONS:

• Air-conditioned office environment

HCESD11 is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, HCESD11 will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Furthermore, HCESD11 has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and HCESD11 reserves the right to change this position description and/or assign tasks for the employee to perform, as HCESD11 may deem appropriate.