Communications Supervisor presso Crisis Center of Tampa Bay

Description

Position Summary

The Crisis Center of Tampa Bay brings help, hope, and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, and emotional or situational problems. The Communications Supervisor is responsible for leadership and management of the TransCare Communications Center. This position reports to the Senior Director of TransCare Operations.      

Strategic/Transformational Duties and Responsibilities

• Provides leadership and management to the Communications Center, which provides services to the public, as well as supporting essential services for the Crisis Center.
• Involves staff and other stakeholders in the performance quality improvement (PQI) process and uses data to improve services and outcomes.

Transactional/Administrative Duties and Responsibilities

• Supervises System Status Controllers.
• Requires proficient working knowledge the dispatch of ambulances and Baker Act/Marchman Act transportation services.
• Establishes and maintains positive working relationships with all levels of staff, vendors, and stakeholders.
• Requires proficient working knowledge of Computer Aided Dispatch of ambulance, resource management and local geography
• Responsible for the oversight of documentation processes to ensure accurate and complete information is entered into the CAD system.
• Accountable for monitoring, analyzing, and reporting on operational metrics and key performance indicators related to TransCare systems performance, contract compliance, and customer service, and providing corrective direction to enhance and improve operational performance. 
• Responsible for implementing policies, procedures, and practices regarding all areas of communications, including assisting in implementing such policies to ensure quality patient care and customer service.
• Operates within the budget limits for the current fiscal year; closely monitors the labor expense to revenue and call volume and proactively adjusts expenses to revenue.
• Ensures the most efficient and effective utilization of system unit hours.
• Develops and maintains a Quality Assurance Program to monitor the performance of System Status Controllers.
• Responsible for ensuring that assigned operation and personnel are in compliance with all local, state, and federal laws (i.e. local, state and county regulations, HIPAA, and OSHA).
• Responsible for assigned external and internal incident investigations, reporting and management of claims, complaints, incidents, injuries, accidents, etc. in conjunction with a Human Resources representative.
• Maintains current state and county certifications and attends Continuing Education (CE) courses, company and departmental meetings.
• Work with the Operations Manager and System's Engineer to maintain all aspects of Zoll System to ensure proper flow of ePCRs and to maintain a clean and operating Zoll Data System.
• Responsible for correcting any dispatch-related ePCR kickbacks from TransCare Billing in a timely manner.
• Supports and implements the philosophies, objectives, policies, procedures, and practices of TransCare and the Crisis Center of Tampa Bay.
• Performs other duties as may be required to meet the objectives of the department or CCTB.

Supervisor Responsibilities

Directly supervises the System Status Controllers.  Performs supervisory responsibilities by managing and allocating employee resources in accordance with company policies, applicable laws and company initiatives/goals. Responsibilities include interviewing, hiring, training and developing employees; planning, assigning, and directing work (including scheduling); appraising performance; rewarding, coaching and disciplining employees; addressing complaints and resolving problems.  Acts as a change agent and develops a high-performing team in the spirit of exceptional service to all internal and external partners.

Required Competencies

• Cooperation/Teamwork - Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.
• Engaging Communication - Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers.
• Customer Service (Internal & External) - Recognizes and attends to important details with accuracy and efficiency. Treats customers courteously. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers’ long-term interests. Creates strategies to help the organization serve customers more effectively.
• Adaptability - Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast-paced environment. Is reliable, dependable and results oriented. Maintains productivity and composure under pressure. Effectively prioritizes work and establishes clear goals and plans.
• Problem Solving - Views problems as opportunities to create new solutions.  Anticipates potential problems and analyzes alternative solutions. 
• Judgment - Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions.
• Valuing & Fostering Diversity - Demonstrates respect for individual differences and establishing a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
• Self-Management – Takes responsibility for one’s behavior and well-being; Works effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast-paced environment and needs minimal supervision; Exhibits a professional demeanor.

Education and Experience

• High School Diploma or General Education Degree (GED)
• Obtain Florida EMD, ICS 100, 200 and 700, and Baker Act training within one year of hire date
• Microsoft Office experience
• Computer skills and multi-task effectively in a fast pace environment both on the telephone and computer.
• In the interest of public safety, the ability to speak in an unencumbered manner is a Bona Fide Occupational Qualification (BFOQ) for this position.
• One year of customer service or dispatch in the EMS industry is preferred
• Complete CCTB Core training within the first year of employment
• Become a certified Emergency Medical Dispatcher within the first year of employment
• Florida EMT or Paramedic certification preferred
• Prior supervisory experience preferred
• Strong analytical, numerical, and reasoning abilities
• Effective communication and human relations skills

Knowledge, Skills, and Abilities

• Demonstrates the ability to apply the System Status Plan to daily operations.
• Ability to direct resources during major/mass casualty incidents.
• Knowledge of Florida Chapter 394, 401, and 10D-66 Florida Administrative code.
• Knowledge of the Baker Act as it relates to TransCare
• Knowledge of EMS radio system and codes

• Knowledge of computer system
• Knowledge of basic software programs
• Knowledge of supervisory principles and practices
• Knowledge of trauma transport protocol
• Knowledge of Florida statewide run report
• Ability to understand and apply applicable policies and procedures
• Ability to determine work priorities and ensure proper completion of work assignments
• Ability to communicate effectively verbally and in writing
• Ability to utilize problem-solving techniques
• Ability to work independently
• Ability to work effectively in a fast-paced environment
• Ability to multitask
• Ability to establish and maintain effective working relationships with others
• Skill in the operation of word processing software programs on a personal computer
• Ability to manage and supervise staff
• Ability to conduct performance evaluations
• Ability to create and maintain effective professional relationships
• Skill in problem-solving

Physical Demands/Working Conditions

Physical Requirement: The position requires good hand-eye coordination, arm and hand and finger dexterity, including the ability to visual acuity to use a keyboard.  Must be able to sit for long periods of time.  Work is performed indoors.

Working Conditions: Duties are performed primarily in an office setting. The noise level is moderate.

Travel: Minimal.

Hours: Monday-Friday.  Hours may fluctuate to accommodate business, needs. TransCare is open 365 days a year 24-hours a day.  Employee may be re-called to duty in the event of a declared disaster or emergency.

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.

CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation, and professional development practices without regard to actual or perceived race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability or certain classifications based on genetic information, marital status, or any other characteristic protected by federal, state, or local laws, regulations or ordinances.

Updated September 2025

Qualifications