Overview

Full-time. Monday through Friday 8am to 4:00pm

The EMS Communications Manager is responsible for the strategic oversight, leadership, and operational management of all air and ground EMS communications within the hospital-based TraumaOne Communications Center. This position ensures 24/7 operational readiness of all systems, equipment, and personnel required to support mission-critical communications, dispatch coordination, and safety protocols. The EMS Communications Manager will oversee and direct all activities related to EMS dispatch operations, disaster response communications, and air traffic coordination. This includes the safe launching, flight following, and landing coordination of TraumaOne helicopters, as well as any external aircraft utilizing the UF Health Jacksonville helipad. The Manager is accountable for developing and enforcing operational policies, ensuring compliance with regulatory requirements, implementing best practices in emergency communications, and fostering a high-performance team culture. In addition, the EMS Communications Manager will work closely with hospital leadership, EMS field operations, and external public safety agencies to ensure seamless integration of communication services across air and ground transport operations. The role requires commitment to operational excellence, safety, and service quality in support of patient care and emergency response objectives. The manager will report to the Director of Flight and Ground Services.

Responsibilities

• Direct, manage, and coordinate ensuring uninterrupted dispatch and communication services for air and ground EMS units.
• Lead and participate in drills, training exercises, and after-action reviews for disaster preparedness and emergency response.
• Supervise and lead communications staff, including scheduling, training, performance evaluations, and professional development.
• Ensure operational readiness of all communications systems, equipment, and technology, including radio, CAD (Computer Aided Dispatch), and tracking systems.
• Promote a culture of teamwork, accountability, and professional growth within the transport team.
• Develop, implement, and maintain policies, procedures, and protocols to ensure compliance with hospital standards, regulatory requirements, and industry best practices.
• Oversee compliance with HIPAA, FAA regulations, state EMS requirements, and hospital safety standards.
• Monitor and analyze operational performance metrics, identifying opportunities for improvement in efficiency, safety, and service quality.
• Act as liaison between EMS, hospital departments, and external facilities to coordinate seamless patient care.
• Manage departmental resources, including budget oversight, procurement, and maintenance of vehicles/equipment.

Additional Responsibilities

• All other duties as assigned by supervisor within job scope.
• Lead incident investigations related to EMS operations and implement corrective actions as necessary.
• Develop and maintain operational policies, procedures, and training programs for EMS transport staff.
• Stay current with industry trends, regulatory changes, and best practices to enhance EMS service delivery.
• Support disaster preparedness and emergency response planning involving transport operations.
• Represent EMS communications in hospital committees, leadership meetings, and external stakeholder engagements.
• Facilitate staff continuing education and ensure compliance with certification and licensure requirements.
• Collaborate with IT and communications teams to optimize dispatch systems and transport technology.
• Work closely with the contracted air transport vendor to coordinate operations, ensure compliance with service agreements, and maintain seamless integration of dispatch, flight following, and safety protocols.
• Identify opportunities for operational efficiency and cost savings while maintaining high-quality service.
• Provide on-call leadership support during critical incidents, special events, or high-demand periods.
• Respond to ID Inc reports for ambulance services- perform patient chart reviews, serve as point of contact with vendors to review vendor documentation of events.
• Provide monthly overview and variance reporting explanations for Executive Leadership.
• Demonstrate working knowledge of radio systems, portable radios, and radio recording devices.
• Gather and disseminate critical information to Emergency Incident Response teams during mass-casualty or hazardous materials incidents.
• Distribute medical reports for UF Health Jacksonville and relay pertinent information to trauma teams, emergency personnel, and pediatric staff, including the paging of Trauma Triage Criteria levels.
• Process emergency air medical transport requests from EMS, fire, and law enforcement agencies, including obtaining navigational and landing zone data.
• Obtain and relay detailed information regarding interfacility critical care transfers from referring hospitals requesting access to tertiary care services.
• Will act as the hospital's regional EMS Liaison.
• Budgetary Responsibility: Responsible for annual budget of $500,000.00.
• Supervisory Responsibility: Number of Employees Supervised: 12.

Qualifications

Required Education

Associate's degree. Specific course work: Ten years of supervisory experience in a related emergency communications field may be accepted in lieu of degree.

Preferred Education

Bachelor's degree or higher.

Required Licensure/Certifications

• Must have one of the following (Florida Public Safety Telecommunicator (PST) Certification, Florida EMT, or Paramedic License).
• BLS from the American Heart Association or American Red Cross.
• ACLS from the American Heart Association or American Red Cross for Paramedic.
• PALS from the American Heart Association or American Red Cross for Paramedic.
• Within six months of hire or transfer: FEMA IS 100, FEMA IS 200, are all required.

Preferred Licensure/Certifications

• National Registry Paramedic.
• ACLS Instructor.
• PALS Instructor.
• PHTLS.
• Emergency Pediatric Care.

Required Experience

At least three (3) years of supervisory or leadership experience in an EMS communications environment. This experience should include overseeing staff responsible for managing incoming ambulance reports, facilitating emergency transfers from other facilities, and coordinating multi-unit responses.

Preferred Experience

Leadership in a high-volume EMS communications center integrating prehospital and interfacility transport operations.

Necessary Skills

• Strong leadership and team management skills with the ability to motivate, coach, and develop staff.
• Excellent communication and interpersonal abilities for effective collaboration with internal teams and external partners.
• Proficient in problem-solving, critical thinking, and decision-making under high-pressure situations.
• Knowledge of EMS, FCC, FAA regulations, compliance standards, and healthcare safety protocols.
• Competence in EMS dispatch systems, operational software, and Microsoft Office Suite.
• Strong organizational and time-management skills to oversee multiple priorities and ensure operational efficiency.
• Proficiency with EMS communications software and CAD (Computer-Aided Dispatch) systems.