30 days old

Dispatch Supervisor

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

LOCATION: Santa Rosa, CA (Sonoma County)

STATUS: Full-Time; Exempt



*Internal & External candidates eligible. 24-month commitment required. Must be located over 100 miles away or have greater than a 2-hour commute to qualify for relocation assistance. 


POSITION SUMMARY: Under the supervision of the REDCOM Executive Director and Manager, the Dispatch Supervisor is responsible for monitoring the activities of various shifts within the Communications Center.  The activities include supervision of on-duty dispatch staff, scheduling, Systems Status Management, and adherence to Standard Operating Procedure, and other duties.



  • Utilizes sophisticated system status management computer system which monitors, updates, and controls the location and movement of units.
  • Receives incoming emergency and non-emergency calls and promptly ascertains proper levels of response, allocates resources to match dynamic system demands and input applicable information into the CAD system.
  • Dispatches and maintains radio communications with wheelchair, BLS, CCT, ALS units, and Fire Department resources.  The center dispatches over 40 fire departments, 6 EMS agencies, and the County Office of Emergency Services.
  • Monitors and documents response times of units.
  • Utilizes and maintains professional communications skills with all employees and customers including patients, facilities and public service agencies.
  • Completes and submits daily status reports regarding unusual incidents to Communications Supervisor.
  • Monitors system performance and communicates system demands to field employees.
  • Assists in the collection of data for patient billing purposes.
  • Responsible for Adhering to all company policies and procedures.
  • Periodically ride a shift on a fire engine, paramedic engine, or ladder truck.
  • Other duties as assigned. 



  • Monitor waiting and active calls.
  • Provide proactive and on-line support for trouble shooting of equipment problems.
  • Assist in modifying calls or SSM plans to meet contract response requirements.
  • Ensure that SOP is understood and followed.
  • Resolve immediate problems in the worksite.
  • Participate on accumulation of QI data.
  • Investigate incidents and complaints.
  • Conduct disciplinary investigation meetings with employees and a shop steward.
  • Recommend disciplinary action when warranted to the Communications Director.
  • Maintain employee personnel records and records of disciplinary actions.
  • Answer media inquiries providing only public record information. All media inquiries for detailed information will be referred to the Communications Director.
  • Prepare annual performance evaluations for all personnel under his/her supervision.
  • Assist in training and continuing education.
  • Maintain certification in all areas of Center.
  • Responsible and accountable for daily compliance of shift to performance standards.



  • High school diploma or GED. 
  • Five years of progressive experience within a high-profile EMS or Fire Dispatch system preferred.
  • Two years’ experience as a shift supervisor or lead dispatcher in a high-profile EMS or Fire dispatch system preferred.
  • CAD and data entry experience with typing speed of at least 35 WPM. 
  • Effective oral/written communications skills and interpersonal skills. 
  • Color vision with the ability to distinguish and identify different colors. 
  • Experience as an EMT, Paramedic, or Firefighter preferred. 
  • Experience with Intergraph Public Safety CAD system or ModuCom Radio consoles preferred. 
  • Current certificate holder of CPR for Healthcare Provider, ICS 100, ICS 200, ICS-300, NA/EMD, and NA/EFD, Knowledge of County geography preferred (must obtain CPR for Healthcare Provider, ICS 100, ICS 200, ICS-300, NA/EMD, and NA/EFD within 6 months).


Posted: 2019-11-07 Expires: 2019-12-07

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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Dispatch Supervisor

American Medical Response
Santa Rosa, California

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