Director, EMS Dispatch Operations

Bell Ambulance is a progressive, client-oriented company devoted to providing high-quality emergency and non-emergency medical services. Bell Ambulance has operated since 1977 and has grown into the largest ambulance service provider in Wisconsin. We are a certified and contracted provider in the City of Milwaukee 911 system. We receive more than 120,000 calls per year. We have 14 locations in southeastern Milwaukee. We provide BLS, ALS, and Critical Care services, and we currently employ more than 700 people.

Position Overview

The Director of EMS Dispatch Operations provides strategic leadership, operational management, and people-first development for Bell Ambulance's IAED-accredited Communication Center. Managing a 24/7 high-volume center handling over 130,000 emergency (911) and inter-facility transport calls annually, this role requires a hands-on leader deeply embedded in daily dispatch workflows.

The ideal candidate bridges the gap between dispatch operations and street crews, driving high performance, holding the team accountable, optimizing staffing and scheduling, and establishing a supportive culture grounded in training, development, and mutual respect across all operational levels.

Schedule: Full-Time / Exempt (24/7 operational availability as needed)

Reports To: Vice President

Location: Milwaukee Wisconsin

Competitive salary commensurate with experience; performance-based annual bonus eligible. Relocation assistance available for qualified out-of-state candidates.

Essential Functions & Impact

• Actively foster strong working relationships, rapport, and trust between dispatch personnel and street/field operations crews to build interdepartmental unity.

• Maintain a just culture environment that balances systematic review and constructive coaching with high personal accountability and professional standards.

• Invest directly in employee growth and leadership development by creating clear training pathways and continuous feedback mechanisms for dispatchers and supervisors.

• Partner with Human Resources to participate in recruitment, interviewing, hiring, and retention of high-performing, mission-aligned communication center staff.

• Oversee 24/7 staffing models and master schedules to ensure optimal coverage, manage fatigue, fulfill contractual response times, and balance workload distribution.

• Maintain an active presence within daily dispatch workflows to stay connected to daily call-taking/dispatching realities and eliminate operational bottlenecks.

• Coordinate closely with the Scheduling Department to anticipate peak volume demands and adjust position needs.

• Drive continuous improvement in call-handling times, out-the-door dispatch times, scene turnaround times, and overall fleet resource allocation.

• Maintain IAED accreditation standards and manage a robust Quality Assurance (QA) program tracking key performance metrics with transparent, actionable feedback.

• Continuously review and update dispatch Standard Operating Procedures (SOPs) to ensure efficient, compliant operations.

• Lead transparent change management processes when updating SOPs, workflows, or CAD configurations to ensure team alignment and operational adoption.

• Manage the center's training curriculum, establishing standardized onboarding, department certifications, and continuing education programs.

• Expand and refine pathways for field EMS personnel (EMTs and Paramedics) to cross-train within the dispatch center.

• Develop employee recognition and advancement programs that celebrate performance milestones, quality call-handling, and teamwork.

• Manage the Trauma soft Computer-Aided Dispatch (CAD) system, phone systems, and radio communications infrastructure.

• Utilize Microsoft Power BI and First Watch analytics platforms to monitor real-time operational metrics and provide actionable insights to executive leadership.

• Establish dispatcher wellness, peer support, and retention initiatives to combat critical incident stress and reduce turnover in a high-volume environment.

Core Competencies & Requirements

• High school diploma or GED equivalent

• Valid drivers license

• 6 - 10+ years of formal administrative management or director-level leadership overseeing a high-volume EMS, 911, or PSAP emergency communications center.

• Emergency Medical Dispatcher (EMD) Certification

• Proven track record managing multi-tiered teams, with direct authority over hiring, performance evaluations, corrective action, and development of shift supervisors, dispatch training officers, and team members.

• Demonstrated authority in authoring departmental Standard Operating Procedures (SOPs), establishing Quality Assurance governance, and managing IAED accreditation or state regulatory compliance.

• Prior departmental responsibility for CAD system administration, telephony infrastructure oversight, vendor management, and executive-level analytics reporting.

• Strong emotional intelligence, conflict resolution skills, accountability, and crisis management capabilities.

Preferred Qualifications & Industry Experience

• Experience working in a fast-paced 24/7/365 environment

• Bachelor's degree in Healthcare Administration, Emergency Management, Public Safety, or Business preferred

• Current field EMS licensure (BLS, ALS, or Critical Care) and prior experience in an EMS setting operating both 911 and private/IFT call services.

• Hands-on experience with Trauma soft CAD, First Watch, and Microsoft Power BI reporting toolsets.

What We Offer

This is a salary position with paid benefits. We offer a competitive compensation package alongside a comprehensive benefits package designed to support you and your family:

• Benefits: As part of our leadership team, Bell Ambulance provides a fully employer-paid premium package effective on your first day of employment (Day 1). Bell covers 100% of the premium costs for our top-tier Medical plan, as well as Dental, Short-Term Disability, Long-Term Disability, and Life Insurance. This 100% premium coverage applies across all plan tiers (Single, Single + Spouse/Domestic Partner, Single + Children, or Family).

• Voluntary vision coverage

• 401K Retirement Savings: Eligible to participate in the company 401(k) plan with a match up to 6%

• Results Driven Time Off (RDTO): You will be part of the company's Results Driven Time Off plan. This plan allows for time off as you need it as long as performance is maintained and leader approval is received.

We have grown because we strive to exceed every client's expectations.

We have grown because we treat our people with respect, appreciation, and fairness.

We have grown because we provide the best service, with the best equipment, and the best people!

Compensation details: 00 Yearly Salary

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