28 days old

Communications Manager

Santa Rosa , California 95403
  • Job Type
  • Job Status
    Full Time


LOCATION: Santa Rosa, CA (Sonoma County)

STATUS: Full-Time; Exempt


The Communications Center Manager is responsible for the supervision, coordination and prioritization of all Communications Center activities.  The position has the authority to make necessary decisions in lieu of the Director of Operations.  This position is also responsible for ensuring that standards of performance and client needs are met.  The Communications Manager will ensure that all contractual requirements are successfully integrated into the daily operations of the Communications Center.



  • Identify, investigate, and resolve service-related issues.
  • Oversees the revision, development, implementation, staff training and maintenance of division policies and procedures manual; supervise training needs; plan work assignments, shift schedules and review and evaluate the performance of assigned staff.
  • Assures departmental compliance with service contracts.
  • Manage REDCOM Member Agency relationships. 
  • Assist in the development of the annual budget, including assessing organizational needs
  • Assist in the development of the communications center to ensure that the contractual obligations of AMR are met.
  • Oversees the revision, development, implementation, staff training and maintenance of division policies and procedures manual; supervise training needs; plan work assignments, shift schedules and review and evaluate the performance of assigned staff.
  • Assist the Executive Director in administering the labor contract and HR rules. Recommend solutions to employee grievances and execute disciplinary actions.
  • Be available during "off" times for emergencies, urgent questions, etc.
  • Act as a representative of the communications department on assigned committees.
  • Identify systems problems that could cause service-related issues.
  • Effectively communicate with and motivate employees.
  • Disburse information and implement department policies and procedures.
  • Maintain departmental records and reports.
  • Work with other departments to identify emerging trends.
  • Participate in programs to enhance AMR’s community image.
  • Promote high level of morale among department employees.
  • Assist with development of goals and objectives for the department.
  • Participate in quality improvement activities; assists in maintaining compliance with all established customer service standards.
  • Facilitate communications/field problem resolution.
  • Monitor call accounting software to ensure proper use of staff and equipment.
  • Serve as a departmental resource and effectively deal with operational difficulties within the communications center.
  • Effectively deal with departmental conflicts and provides adequate follow-up.
  • Maintain departmental records and reports.
  • Manage and maintain AMR’s system status plan and assure departmental compliance by all controllers.
  • Prepare written reports and summaries as requested.
  • Support and uphold established corporation and departmental policies, procedures, objectives, quality improvement, and safety standards.
  • Maintain performance levels consistent with departmental standards.
  • Maintain a calm, non-emotional and professional atmosphere in the communications center.
  • Maintain competency and enhances professional growth and development through continuing education, conferences, and seminars.
  • Maintain positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers.
  • Attend and schedule department meetings and training sessions.
  • Adhere to all company policies and procedures.
  • Adherence to and compliance with information systems security is everyone’s responsibility. 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.
  • Mentor employees, conduct performance evaluations, counsel and provide disciplinary actions to assigned personnel, and works to facilitate individual and team development that drives positive results. Champion affirmative action efforts in all aspects of employment, including but not limited to staffing, training, promotion, etc. Responsible for compliance with and enforcement of company/department policies and procedures.




  • Emergency Medical Dispatch (EMD) Certification, CPR, Emergency Fire Dispatch (EFD) Certification, EMT or Paramedic Training preferred.
  • BS/BA degree in Business or related field desired.
  • 3-5 years of experience in a Communications leadership role.
  • 3+ years of experience within a high-Performance EMS system.
  • CAD and data entry experience.
  • System Status Management experience.
  • One year of EMS, Fire, or Public Safety experience and a strong background in customer relations desired.
Knowledge & Skills: 
  • Strong personnel management and staff development skills.
  • Superior verbal and written communication skills.
  • Demonstrated technical knowledge pertaining to communications equipment.
  • Ability to write and comprehend legal contracts.
  • Excellent time management and organizational skills.
  • Ability to perform in a high stress environment.
  • Ability to interact effectively with internal and external customers.
  • Demonstrated knowledge pertaining to CQI and TQM.

Global Medical Response and its family of companies including American Medical Response is an Equal Opportunity Employer including Veterans and Disabled.


Posted: 2020-03-03 Expires: 2020-04-02

AMR is the nation’s leading medical transportation company

  • AMR serves more communities and customers than any other private ambulance service provider in the nation.


  • AMR employees also participate in the communities where they live and work. As medical service providers and as neighbors, your needs are our concerns.


  • More than 19,000 paramedics, emergency medical technicians (EMTs), nurses, doctors and support staff combine to makeup the strength of a national company with personalized care.


  • AMR’s national headquarters is located in Greenwood Village, Colo. AMR provides services to more than 2,100 communities across the nation. From Miami to Seattle and hundreds of communities in between, AMR is ready to care for people and communities in need.


  • Our focus is clear, as stated in our company's values: Patient Focused, Customer Centered, and Caregiver Inspired. We strive to embrace these values on every call we respond to, in every community we work in, and on every day of the year.

From emergency 9-1-1 calls and non-emergency transports to specialized medical teams that serve remote wilderness areas and more, AMR has the strength to provide patients and customers with the right service at the right time.

AMR’s national reach and extensive experience allows us to deliver a wide range of services to communities nationwide, from managing entire emergency medical systems to private-public partnerships that best serve an area's needs.


AMR Facts
Number of employees: 19,800
Number of vehicles: 4,200
Number of states: 40 and the District of Columbia
Number of communities: 2100
Number of patient transports in 2012: More than 3 million

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Communications Manager

American Medical Response
Santa Rosa , California 95403

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