Director of Communications

Company: Bell Ambulance
Location: Milwaukee
Posted on: February 5, 2026

Job Description:

Job Description Job Description DIRECTOR OF COMMUNICATIONS Bell Ambulance, Milwaukee, WI Bell Ambulance, a leading Emergency Medical Services (EMS) provider operating a high-volume dispatch center in Milwaukee, WI, is seeking a highly skilled, results-oriented Director of Communications. This Director-level role will oversee the operational management and strategic development of our IAED-accredited Communication Center, which handles over 130,000 calls per year in a high-traffic urban setting. Call types include both 911 and Inter-facility Transfer (IFT)/Discharge calls for service. The Director will be responsible for ensuring the highest standards of efficiency, performance, and compliance in all dispatch and call-taking operations, driving continuous improvement in response times and resource allocation. This role requires a proven leader with deep experience in a high-volume EMS service. Core ResponsibilitiesOperational Oversight - Ensure continuous, 24/7 oversight of all Communication Center operations. - Maintain adequate staffing levels with appropriately trained personnel for call taking, dispatching, and monitoring of contracted response times. - Coordinate with the Scheduling department to create or adjust positions as necessary. - Review and update current ambulance dispatch policies and procedures to ensure they support efficient, compliant operations at all times within the Communications Center. Technology and Systems Management - Manage the Traumasoft Computer-Aided Dispatch (CAD) system, phone answering systems, and other tools utilized to monitor personnel and fleet activity within the Communications Center. - Utilize Microsoft POWER BI and Firstwatch to analyze metrics and provide feedback to other departments on necessary metrics Performance, Training, and Development - KPI Monitoring: Establish and maintain a robust Quality Assurance (QA) program to ensure departmental compliance. This includes, but is not limited to, monitoring call-taking accuracy, ambulance out-the-door times, and on-scene times. Provide regular reports and constructive feedback for necessary follow-up. - Training System: Establish and maintain a comprehensive training system, including the development of certified Dispatch Training Officers (DTOs), to ensure all communication center personnel are highly proficient and fully aware of their critical role. - Performance Feedback: Create a training performance feedback process to ensure consistent, constructive transparency for all parties across all phases of training. - Cross-Training: Ensure a clear pathway for Ambulance Operations personnel to be cross-trained within the department. Recruitment, Retention, and Culture - Establish and maintain a "Just Culture" environment that promotes adequate review and feedback within the department while ensuring appropriate accountability at all times. - Participate in the review and interviewing process for all potential candidates in coordination with Human Resources (HR). Required Qualifications - Prior experience within a high-call-volume Communications Center. - Emergency Medical Dispatcher (EMD) Certified. - Experience with Traumasoft CAD and other related systems. - Exceptional organizational, analytical, and crisis management skills. Preferred Skills - Current EMS licensure (Any Level). - Prior experience in an EMS setting that operates both 911 and private call services. PI115d3d9b3b03-25405-39548096

Keywords: Bell Ambulance, Glenview , Director of Communications, Administration, Clerical , Milwaukee, Illinois