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Sacramento Communications Director

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POST DATE 9/15/2016
END DATE 1/23/2017

AMR Sacramento, CA

Sacramento, CA
AJE Ref #
Job Classification
Full Time
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Req ID: 91285

Entity: AMR

Job Title: Communications Director

Department: Communications

Reports To: Regional Director

Location: Sacramento

Status: Exempt

SUMMARY: Under the direction of the Regional Director, the Communications Director will oversee development, operations and progression of the communications centers. This position will promote a positive working environment in the communication centers utilizing total quality management concepts and practices, insuring incorporation of AMR's mission, vision, strategies and goals.


* Interface with large healthcare partners and their transfer centers

* Interface with area 9-1-1 and private dispatch centers

* Issue clarification memoranda to communicate corporate, regional and area policies and procedures with person-to-person validation

* Evaluate, respond to RFP's and prepare contracts related to Communication Centers

* Development, oversight and integration of Center products, contracts and services to meet current and future company and industry needs.

* Identify, develop, and monitor performance indicators and make necessary adjustments to optimize customer service satisfaction and operational efficiency and effectiveness

* Ensure compliance with applicable laws, regulations, ordinances and administrative rules

* Maintain Communication Center standard operating procedures (SOP's) and Operational Guidelines (OGL's) when needed, develop and recommend appropriate changes

* Adhere to all company policies and procedures.

* Evaluate and recommend equipment purchases

* Coordinate training program development, implementation and maintenance

* Ensure that Communications Centers are safe, clean and orderly with attention to necessary repairs and rejuvenation

* Oversee Communications Centers Safety Committee meetings and follow up on Safety Committee recommendations as appropriate

* Investigate incidents and complaints and make recommendations as to the resolution

* Coordinate major incident management

* Assist with preparation and administration of Communication Center budget

* Effective information systems security is a team effort involving the participation and support of every AMR employee who deals with information and/or information systems. It is the responsibility of every computer user to:

* Know and follow Information Systems security policies and procedures

* Attend Information Systems security training, when offered

* Report information systems security problems


* Provide coordination and leadership for all Communication/Dispatch Operations

* Lead, motivate, and supervise all Communications Center staff

* Provide performance feedback to subordinates through positive reinforcement and quality assurance review

* Conduct annual performance review of assigned personnel

* Mentor employees, conduct performance evaluations if applicable, counsel and provide disciplinary actions to assigned personnel with a goal of developing a team oriented approach with positive results.

* Comply with all employment laws and support affirmative action / equal opportunity and diversity goals.


* High school diploma or equivalent (GED). Must be at least 18 years of age.

* Minimum 2 years' progressive managerial experience in EMS and/or Communications.

* Ability to prepare and administer budgets, administer labor union agreements, and work independently and as a team member.

* Knowledge of computer software including MS Office Software Suite.

* Effective oral, written and interpersonal communication skills.

* Minimum of 2 years of experience as Manager or Supervisor in a high performance multi-service level environment with call volume in excess of 80,000 calls annually; utilizing system status management, Computer Aided Dispatch (CAD), AVL/GPS, and mobile data transfer technology is preferred.

* College course work in Business or related area and/or EMS Field Experience is preferred.

* Experience in Health Care Transportation Management, with GEAC & LOGIS Public Safety (CAD) Systems is preferred.

* Emergency Medical Dispatch (EMD) Certified preferred.


* Occasionally: Touching, walking outside, typing 35 wpm.

* Frequently: Walking inside, reaching, kneeling, stooping, bending.

* Constantly: Hearing/listening, clear speech, sitting, seeing.


* Occasionally: Complex reading and writing, memorization, high math skills.

* Frequently: Simple reading and writing, problem solving, judgment, reasoning, decision making.

* Constantly: Analyzing, perception/computation, complex math skills.


* Occasionally: Repetitive tasks, high pressure.

* Frequently: Intense tasks.


* Occasionally: Auto dialer.

* Frequently: Multi-function (Copy/Print/Facsimile) machine.

* Constantly: Computer/typewriter, telephone/smart phone, keyboard/mouse, calculator, stapler, 3-hole punch.


* Occasionally: Works with others, extended day.

* Frequently: Works alone, face-to-face contact with others.

* Constantly: Works around others, verbal contact with others, inside.

AMR is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.