System Dispatch Lead

Description Team Mobile Health Care Department: Communications / System Status Management

Reports To: Communications Manager

Operational Partner: System Status Director

Status: Full-Time (California Rotation Required)

Position Summary The System Dispatch Lead serves as the operational leader for the Communications Department during their assigned shift. This role provides system-wide oversight of dispatch operations across all Team Mobile Health Care communications centers and serves as the primary point of contact for operational escalations, resource coordination, and service recovery efforts.

The System Dispatch Lead is responsible for maintaining situational awareness, supporting dispatch personnel, coordinating with Operations leadership, and ensuring timely communication regarding significant operational events.

Essential Responsibilities Operational Oversight

• Monitor dispatch operations across all communications centers.
• Maintain awareness of pending calls, unit status, staffing levels, and market coverage.
• Identify operational issues and implement corrective actions.
• Assist with resource deployment and system status management.

Escalation Management

Serve As The Primary Escalation Point For

• Lost calls
• Canceled transports
• Dry runs
• Extended ETAs
• Delayed dispatches
• Delayed units in service
• Coverage gaps
• Staffing shortages
• Customer service concerns
• Communication system failures

Communication & Coordination

• Communicate operational issues to appropriate leadership.
• Coordinate with dispatchers, field supervisors, and operations personnel.
• Ensure consistent communication across all dispatch centers.
• Facilitate service recovery efforts and operational problem resolution.

Team Leadership

• Provide real-time guidance and support to dispatch personnel.
• Assist with operational decision-making.
• Promote accountability, professionalism, and adherence to company policies.
• Support training, mentoring, and staff development.

Documentation

• Document operational incidents, escalations, and corrective actions.
• Complete shift reports and operational summaries as required.

Requirements Qualifications

Required

• High School Diploma or GED.
• Minimum two years of EMS dispatch experience, or similar experience with leadership.
• Strong communication, leadership, and problem-solving skills.
• Ability to multitask and make decisions in a fast-paced environment.
• Proficiency with CAD systems, Microsoft Teams, and dispatch communications systems.

Preferred

• Previous lead or supervisory experience.
• Emergency Medical Dispatcher (EMD) certification.
• Experience with EMS deployment and system status management.

Core Competencies

• Leadership & Accountability
• Communication
• Operational Awareness
• Decision Making
• Customer Service
• Team Development
• Problem Solving
• Collaboration

Position Statement

The System Dispatch Lead serves as the central communication and escalation coordinator for Team Mobile Health Care Communications Operations. All significant operational events, including lost calls, canceled transports, dry runs, extended ETAs, delayed units in service, staffing shortages, and coverage concerns, are routed through this role to ensure timely communication, accountability, and coordinated operational response.