Communications Supervisor

Harris County ESD 11•Klein, TX

1d•Onsite

About The Position

SUMMARY: The Communications Supervisor provides direct supervision and leadership to Telecommunicators while ensuring safe, effective, and compliant emergency medical communications operations. This role is responsible for day-to-day operational oversight, real-time decision-making, employee performance management, and enforcement of policies, Standard Operating Guidelines (SOGs), and regulatory requirements. This role is key in maintaining operational continuity, supporting employees, and escalating concerns to leadership as appropriate. SPECIAL NOTE: This job has been designated as a Safety Sensitive Position by Harris County ESD #11 Mobile Health Care. Public safety, as well as the safety of Harris County ESD #11 Mobile Health Care employees, requires that the employee in this position be able to always perform all essential functions at the highest levels. Therefore, this position is subject to frequent drug testing and requires reporting of all employee use of High-Risk Medications identified by Harris County ESD #11 Mobile Health Care and certification from the employee’s physician that such medications can be safely used while working. Because Harris County ESD #11 Mobile Health Care ’s ability to deliver emergency medical response depends on having a workforce that can be reliably scheduled, this job also requires regular and reliable attendance. This is a high-stress job that requires focus, engagement, and high performance in traumatic, physically demanding, emotionally charged, and life-threatening situations. The position involves exposure to serious and graphic injury to adults and children, including death and dismemberment. A high level of physical, mental, and emotional health is an essential requirement.

Requirements

High school diploma or GED equivalent.
Three (3) years’ experience as a public safety Telecommunicator / operator in a high-performance EMS system.
Current Advanced Emergency Medical Dispatch (AEMD) and CPR Certification.
NIMS ICS-100, 200, 700, 800 within 6 months of employment
Demonstrated ability to supervise and coach employees, provide performance feedback, and escalate concerns appropriately.
Adept with the use of map books, i.e., keymap, with the ability to give, receive and follow written and/or verbal instructions appropriately.
Ability to simultaneously perform multiple tasks and make appropriate decisions under stress while maintaining a high level of accuracy.
Excellent interpersonal and conflict resolutions skills
Excellent verbal and written communications and presentation skills.
Ability to perform by example and work well with others.
Must not have been excluded by the OIG to participate in federally funded healthcare programs.

Responsibilities

Provides real-time oversight and operational support of emergency medical communications activities during assigned shifts.
Maintains situational awareness of call volume, unit status, staffing levels, and system functionality to support safe and effective EMS operations.
Serves as a point of support and escalation for complex calls, operational issues, and unusual occurrences, ensuring appropriate notification of leadership as needed.
Provides day-to-day supervision and guidance to Telecommunicators by reinforcing expectations, offering coaching and feedback, documenting observations, and supporting onboarding and training efforts in coordination with leadership.
Monitors employee readiness for duty during assigned shifts and addresses immediate concerns related to performance, focus, or conduct by taking appropriate supportive action and escalating as required.
Supports staff during high-stress or critical incidents by providing guidance, maintaining operational flow, and ensuring adherence to protocols.
Coordinates with field supervisors and leadership regarding operational impacts, system disruptions, and emerging risks.
Ensures proper and consistent use of Computer Aided Dispatch (CAD), radio systems, Medical Priority Dispatch System (MPDS) protocols, and other public safety communication tools in accordance with policy and SOGs.
Monitors calls, documentation, and dispatch activity to ensure compliance with MPDS/IAED standards, policies, and procedures.
Identifies performance trends, training needs, and process gaps and communicates findings to leadership for follow-up.
Ensures timely completion of required reports, incident documentation, and unusual occurrence submissions.
Supports accreditation, audit, and compliance efforts related to communications operations.
Assists with schedule coverage, leave coordination, and staffing adjustments in coordination with leadership.
Promotes consistency and continuity of operations across shifts by communicating relevant information, expectations, and follow-up items.
Communicates effectively with leadership regarding operational challenges, employee concerns, and system needs.
Participates in policy development, SOG updates, and continuous process improvement initiatives.
Performs other duties as assigned.