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POSITION SUMMARY

The Communications Captain is responsible for the daily supervision, coordination, and performance oversight of the Communications Center. This position ensures that all emergency and non-emergency calls are answered and dispatched in accordance with established protocols, and that personnel operate efficiently and professionally. The Communications Captain leads a team of Communications Lieutenants and System Status Controllers, providing leadership and quality assurance within the center while supporting the Richmond Ambulance Authority's operational objectives and service commitments. The Communications Captain works closely with the EMS Operations Director on policy decisions and makes recommendations as necessary on behalf of the communications center to ensure high-quality EMS care is delivered to the public.

POSITION DUTIES AND RESPONSIBILITIES

Supervisory Responsibilities:

Leads a team of Communications Lieutenants and System Status ControllersMaintains high standards of professionalism, performance, and customer service in the Communications CenterDevelops and maintains schedules to ensure 24-hour coverage of the Communications CenterEnsures adequate staffing coverage and appropriate resource allocation throughout the shiftProvides guidance, coaching, and corrective action to staff as neededManages employee conduct and shift-related personnel issues, escalating when necessaryEnsures shift operations comply with applicable laws, regulations, and agency protocols including HIPAA and OEMS directivesProvides annual budget drafting for the communications center in collaboration with the Operations Business Director and the EMS Operations Director

Operational Oversight:

Assists in the implementation, evaluation, and training of new communications technologies, including CAD enhancements, mobile apps, and radio system updatesCoordinates management of the EMS system as directed by the EMS Operations DirectorMonitors live call activity, CAD performance, and unit deployment to maintain system efficiencyImplements System Status Management plans as directedIntervenes and assists in active dispatch or call-taking as needed to support shift stabilityCoordinates with field supervisors and other operational leaders to ensure seamless service deliveryEnsures structured shift handoffs with incoming and outgoing Communications Supervisors, including review of critical incidents and staffing notes

Quality Assurance:

Supports compliance with accreditation standards (e.g., CAAS, ACE) through documentation, data collection, and QA initiativesConducts routine audits of call-taking and dispatch performance using EMD-Q and QA toolsReviews ProQA compliance and documentation accuracy; identifies trends and performance gapsProvides feedback and collaborates with leadership on continuous improvement initiativesTracks and verifies team member compliance with required certifications and training

Training & Staff Development:

Identifies high-potential team members for leadership development and assists in preparing them for future supervisory rolesSupports onboarding and training for new communications personnelConducts in-service education sessions and refreshers on dispatch protocols, technology platforms, and customer service standardsServes as a resource for procedural clarification and skill reinforcement

Reporting & Documentation:

Maintains detailed shift logs including performance issues, incidents, staffing variances, and QA findingsPrepares and submits operational summaries and QA reports to the EMS Operations Director

Leadership & Culture:

Monitors team dynamics and workload to mitigate burnout and promote well-being; provides support or intervention as neededPromotes a professional, respectful, and inclusive work environmentFosters teamwork, high morale, and positive employee engagementActs as a role model and mentor within the communications team

Other Duties:

Serves as the primary communications point of contact for major incidents or multi-agency events during their shift, escalating issues as necessary to senior leadershipMaintains relationships with external vendors for essential communications equipmentParticipates in disaster drills and mass casualty incident exercisesMay represent the department in internal or inter-agency meetings as delegatedMay serve as Acting EMS Operations Director in the absence of the EMS Operations Director when designatedPerforms other duties as assigned by the EMS Operations Director or senior leadership

MINIMUM REQUIREMENTS

Minimum Qualifications:

High school diploma or equivalent; Associate Degree preferredCertified EMT in the Commonwealth of Virginia (or higher) or ability to obtain within one yearCertification as Emergency Medical Dispatcher (EMD) and EMD-Q through IAEDMinimum of three (3) years of experience in an EMS communications center, with one (1) year in a lead or supervisory roleAbility to remain calm and decisive under pressureProficient in Computer-Aided Dispatch (CAD) systems and ProQA softwareICS 100, 200, 700, 800 certificationsValid Virginia driver’s license and acceptable driving recordDemonstrated leadership, organizational, and communication skills

Must maintain any required professional certifications or licensure in good standing

Preferred Qualifications:

Experience with System Status Management modelsKnowledge of OEMS and OMD compliance standards in VirginiaICS 300 certification or ability to obtain within 2 yearsFamiliarity with Microsoft Office Suite and data reporting toolsFamiliarity with APCO and NENA standards

PHYSICAL DEMANDS

Must be able to sit and or stand for long periods. Must be able to operate standard office equipmentMust be able to operate a multi-screen workstation, use radio headsets, and respond to visual and auditory alertsMust be able to lift up to at least 25 pounds independently and 150 pounds with assistanceMust have substantial movements of the body, wrists, hands, and or fingersMust be able to work in various environmental conditions as well as temperature changesRequired to have visual acuity to operate motor vehicles and or equipmentMust be able to perceive the nature of sounds at normal speaking levels with or without correction and receive detailed information through oral communication

PERFORMANCE EVALUATION

The Communications Captain is evaluated bi-annually by the EMS Operations Director based on operational effectiveness, leadership performance, work quality, communication skill, and compliance with agency policies and procedures.

CONDITIONS OF EMPLOYMENT:

Subject to pre-employment and random drug screening, fingerprint-based background check, and physical ability testMust maintain all required licenses and certifications as a condition of continued employmentMust adhere to agency confidentiality policies and ensure security of protected health information (PHI) in compliance with applicable federal and state lawsComply with all legally mandated vaccinations and health screenings required for healthcare providers under federal, state, or local regulationsMay be required to work nights, weekends, holidays, and during emergencies Successful completion of a probationary period is required for all new hires

GENERAL POSITION PARAMETERS

Full-Time, Salaried, Exempt

Target Pay Range: $78,100 - $83,686 annually

Monday-Friday, Day shift, in-person requiredNights, weekends, holidays, only if duties requireSubject to emergency activation and recall as needed

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