Overview

Job DescriptionJob DescriptionPOSITION SUMMARYThe Communications Lieutenant serves as the first-line supervisor responsible for the direct oversight of emergency medical service delivery, communication personnel performance and operational compliance. Working under the direction of the Communications Captain, the Lieutenant provides critical leadership during assigned shifts and is responsible for ensuring effective emergency call processing, dispatch coordination, and resource deployment. The Communications Lieutenant oversees communications personnel, supporting operational readiness, clinical compliance, and service reliability. This role plays a key part in employee development, system performance monitoring, and real-time problem solving in a dynamic communications environment. The Lieutenant ensures continuity of operations during 24/7 service delivery.POSITION DUTIES AND RESPONSIBILITIESOperations and Shift Supervision:Provides direct oversight of communications personnel during assigned shiftsMonitors call processing, dispatch accuracy, and CAD entry complianceSupports real-time system status management and coordinates resource allocation in collaboration with the Field Operations LieutenantLeads shift briefings, task delegation, and monitors workload distributionEscalates incidents, service delays, or operational disruptions to the Communications Captain or EMS Operations Director as requiredMonitors future shift schedules for anticipated shortages and communicates needs to the Communications CaptainParticipates in incident command system activation and supports communication logistics during mass casualty incidents, large-scale responses, or agency surgesQuality Assurance and Compliance:Reviews call-taking and dispatch records for compliance with IAED, CAD documentation standards, and agency protocolsVerifies compliance with radio communication standards and ensures hand-off information meets clinical and operational requirementsConducts structured call reviews and provides timely feedback to staff in collaboration with the Communications CaptainMonitors adherence to HIPAA, OEMS, and operational standards during communication activitiesAssists with implementation of remediation plans and supports performance improvement initiativesPersonnel Support and Development:Assists with interview panels, candidate assessments, or promotional readiness activities as requestedSupports onboarding, coaching, and mentorship of new staffProvides informal performance feedback and may issue corrective actions in accordance with agency policy; escalates more significant issues to the Communications CaptainEnsures completion of required training documentation and competency checklists for new and existing employeesAssists with schedule management, shift trades, and ensuring adequate coverageMonitors team fatigue, workload stress, and wellness issues, and communicates trends to the CaptainTechnology and System Monitoring:Ensures CAD, radio, telephony, and alerting systems are functioning during shiftMonitors live CAD data to identify discrepancies, performance trends, and technical issues impacting service deliveryTroubleshoots minor technology issues and reports failures to appropriate IT supportAssists with data validation and shift-level CAD quality controlDocumentation and Reporting:Maintains communication logs and ensures all reporting is accurate and timelyCompletes shift reports, incident summaries, and unit performance notes as assignedDocuments shift activities, employee performance concerns, and operational variancesOther Duties:Performs other responsibilities as assigned by the Communications Captain or the Operations executive or senior leadershipMakes recommendations to the Communications Captain on the development or revision of Standard Operating Guidelines (SOGs)May serve as Acting Communications Captain when designatedMINIMUM REQUIREMENTSMinimum Qualifications:High school diploma or GED; Associate's degree preferredCerti