Director of Communications

Position Summary

The Director of Communications is responsible for the care, custody, oversight, and continuous development of Cataldo Ambulance Service’s regional Communications Center. This role provides executive-level leadership to a mission-critical operation singularly focused on aligning the right ambulance resources with the clinical, operational, and situational needs of each patient.

The Communications Center manages both emergency (9-1-1) and non-emergency requests for service and functions as a regional secondary Public Safety Answering Point (PSAP), supporting 16 cities and towns. The Director ensures operational excellence, regulatory compliance, workforce development, and technology-enabled performance in a high-acuity, high-reliability environment.

This position is supported by Communication Center Managers and Dispatch Supervisors, and operates within a matrixed organizational structure, collaborating closely with Operations, Clinical Leadership, HR, Finance, IT, and Executive Leadership.

Key Responsibilities:

Operational Leadership & Oversight

• Provide strategic and operational leadership for a 24/7 regional EMS Communications Center supporting emergency and non-emergency ambulance services.
• Ensure consistent, clinically appropriate, and timely deployment of ambulance resources aligned with patient acuity, system capacity, and contractual obligations.
• Serve as the senior authority for complex, high-risk, or high-impact operational incidents, maintaining focus on mission, patient safety, and system integrity.
• Oversee daily operations through direct leadership of Communications Managers and Supervisors.

PSAP & Regulatory Compliance

• Ensure compliance with all applicable local, state, and federal regulations, including PSAP standards, EMS dispatch protocols, and contractual performance requirements.
• Act as the primary liaison for municipal partners, public safety agencies, and external stakeholders related to communications operations.
• Maintain readiness for audits, inspections, and system reviews.

Technology, Systems & Innovation

• Provide leadership in the effective use, optimization, and evolution of communications technologies, including CAD, radio systems, telephony, and data platforms.
• Partner with IT and Operations to evaluate, implement, and optimize new tools that improve call handling, deployment efficiency, situational awareness, and data integrity.
• Ensure system resilience, redundancy, and business continuity planning for communications infrastructure.

Policy, Procedures & Quality

• Author, review, and maintain Communications Center policies, procedures, and protocols, ensuring clarity, compliance, and operational relevance.
• Establish and oversee a robust quality assurance and continuous improvement framework.
• Lead after-action reviews and corrective action planning following significant events or performance gaps.

Performance Management & KPIs

• Define, monitor, and act on key performance indicators (KPIs) related to call handling, response times, resource utilization, compliance, and service quality.
• Translate performance data into actionable operational and workforce strategies.
• Present performance trends, risks, and improvement plans to executive leadership.

People Leadership & Workforce Development

• Build, mentor, and retain a high-performing leadership team within the Communications Center.
• Partner with HR on workforce planning, recruitment, onboarding, training, performance management, and employee relations.
• Foster a culture of accountability, professionalism, psychological safety, and mission alignment in a high-stress environment.

Financial & Administrative Stewardship

• Collaborate with Finance on budget development, expense management, staffing models, and cost-containment initiatives.
• Ensure appropriate use of resources while maintaining service quality and contractual performance.
• Participate in strategic planning and long-range operational forecasting.
• Maintains knowledge of and complies with all company policies, procedures, and guidelines at all times.

Education:

• BA/BS degree or above preferred, or equivalent experience in Healthcare Operations Leadership
• Minimum of 7-10 years progressive leadership experience in EMS Operations, communications, ambulance dispatch, public safety communications, or related operations with significant management responsibility.

Required Qualifications and Experience:

• Demonstrated experience managing complex, high-acuity dispatch operations, preferably in a regional or multi-jurisdictional environment.
• Strong working knowledge of EMS deployment strategies, call triage, ambulance operations, and PSAP functions.
• Proven ability to lead through complexity, ambiguity, and high-stakes operational situations.
• Experience authoring and enforcing operational policies and procedures.
• Demonstrated success using data, KPIs, and performance analytics to drive operational improvement.
• High level of technical literacy, with the ability to partner effectively on CAD, radio, telephony, and data systems.
• Experience operating effectively within a matrixed organizational structure.

Preferred Qualifications and Experience:

• Prior experience in a secondary PSAP or regional dispatch environment.
• Familiarity with municipal contracts and public-sector service delivery expectations.
• Experience supporting or leading change initiatives, system implementations, or organizational transformation.
• Prior management or leadership experience in ambulance service
• Super-User knowledge of Zoll Dispatch solutions

Knowledge, Skills and Abilities:

• Mission driven decision making under pressure
• Executive presence and credibility with internal and external stakeholders
• Clear, disciplined communicator. Communicate effectively both verbally and in writing; ability to relay and carry out verbal and written instructions.
• Systems thinker with operational depth
• Technically curious and improvement oriented
• Analytical skills to gather and interpret data
• Calm, decisive leadership in critical incidents
• Demonstrates sound judgment and discretion at all times

Requirements:

• Must be 18 years of age

• Ability to meet the essential duties and physical, mental and sensory requirements of the position at all times with or without accommodation.
• Comply with UDS drug screening at any and all times

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

Licensure, Certification, Registration:

• Current valid EMD certification, and/or ability to obtain and maintain NAEMD
• Current valid driver’s license

Physical, Mental and Sensory Requirements

This job requires:

Ability to hear various frequencies, distinguish sounds and work in environment with consistent background noise.

• Consistent close eye work and clear vision for screens, color/depth perception, and peripheral vision for data analysis and monitoring.
• Clear, concise verbal communication, potentially shouting or speaking loudly over noise, and active listening.
• Fine finger dexterity, repetitive wrist motion regarding computers and dispatch terminal work for prolonged time periods. (fingering, pushing, pulling).
• Ability to sit, stand and alternate positions for extended periods of time.
• Exerting light force up to 10-25 lbs. for tasks like lifting, carrying, pushing/pulling.
• Ability to work in environment with constant phone/radio calls, interruptions, urgent/emergency situations, and emotionally charged callers.
• Strong multitasking, problem-solving, attention to detail, memory, and emotional stability in stressful environments

Benefits & Compensation:

• Exempt Role, Salary commensurate with experience
• Competitive benefits package include:

1. Paid time off
2. Health Insurance
3. Dental insurance
4. 401(k) Plan