Communications Supervisor - Lawrence/Merrimack Valley (Full Time

Job Description

Job Description

Position Summary / General Scope:

The Communications Supervisor / Dispatcher serves as a critical operational leader and telecommunicator within the EMS Communications Center, supporting both 9-1-1 emergency response and interfacility transport (IFT) operations. This role functions as both a supervisor and active dispatcher, ensuring efficient system performance, real-time decision-making, and effective coordination of ambulance resources.

Key Responsibilities

• Provide real-time supervision of communications center operations during assigned shifts
• Answer and process emergency (911) and non-emergency (IFT) calls
• Dispatch ALS, BLS, and wheelchair transport resources
• Utilize Zoll RescueNet CAD or similar systems
• Maintain system status awareness and hospital coordination
• Support dispatch staff during escalated incidents
• Ensure accurate, real-time documentation
• Perform active dispatch duties as needed
• Support training and quality improvement initiatives
• Comply with all company policies and maintain attendance

• Maintains knowledge of and complies with all company policies, procedures, and guidelines at all times.
• Must maintain a reliable attendance record
• Completes other duties as requested and assigned

Education:

• High school diploma or GED equivalent.

Licensure, Certification, Registration:

• EMD Certification
• CPR Certification
• 911 Certification
• Telecommunicator Certification

Experience:

• 2-3 years EMS Dispatch or Public Safety Communications experience
• Supervisory or Lead experience preferred.
• Experience with CAD systems required
• Strong proficiency with computer systems required, including web-based applications and some Microsoft Office applications preferred.

Knowledge, Skills and Abilities:

• Excellent verbal communication skills both verbally and in writing; ability to understand and carry out verbal and written instructions.
• Advanced computer proficiency
• Ability to exercise sound judgment and decision making.
• Leadership and team support ability
• Knowledge of medical terminology preferred, not required.
• Ability to work in fast-paced environment and multi-task
• Ability to work well independently and within a team setting

Requirements:

• Availability for all shifts including Day, Evening, Overnight, Weekends and Holidays.
• Ability to function in a dual supervisory / dispatch role
• Ability to meet the essential duties and physical, mental and sensory requirements of the position at all times.
• Comply with UDS drug screening at any and all times

• Satisfactory background check and MA CORI (Criminal Offender Record Information), verification required annually.

Physical, Mental and Sensory Requirements

• Primarily sedentary work within an office, computer workstation environment. Fine finger dexterity, repetitive wrist motion regarding computers and dispatch terminal work for prolonged periods of time. Light tasks may require 10-25lbs for lifting, carrying, push-pull. Ability to work in environment with constant phone/radio calls, interruptions, urgent emergency situations. Environment is fast paced, high stress communication center or PSAP. Requires nights, weekends and holidays.

• Competitive benefits package for eligible full-time positions including:
  • Paid time off
  • Health Insurance
  • Dental insurance
  • 401(k) Plan Opportunities for advancement