Dispatch Supervisor West Coast Ambulance - 3.1 Burbank, CA Job Details Full-time $27 - $30 an hour 3 hours ago Benefits Health insurance Dental insurance 401(k) Vision insurance Qualifications Computer operation Road transportation operations Phone communication Coaching English High school diploma or GED Hiring Quality control Staff training Schedule creation Telephone systems Clinical confidentiality policies Crew management

Full Job Description About Us:

West Coast Ambulance provides high-quality non-emergency medical transportation (NEMT) services across multiple counties, including Wheelchair, Gurney/Stretcher, BLS, and SCT transports . We are committed to patient safety, timely response, and operational excellence. As our operations grow, we are seeking an experienced, dependable Dispatch Supervisor to oversee daily operations, support dispatchers, and ensure timely, safe, and efficient service.

Position Summary:

The Dispatch Supervisor provides on-duty supervision in West Coast Ambulance's 24/7 Communications Center and is accountable for dispatch staff, unit and geographic coverage, service performance, and operational escalations. The position oversees ambulance and non-emergency medical transportation dispatch operations. This is a working supervisor position. The supervisor actively monitors the operation, adjusts resources as conditions change, supports dispatchers during high-volume periods, and resolves issues before they affect patients or clients.

Schedule:

Monday night through Friday night

Shift:

9:00 AM - 5:30

PM Operations Oversight:

Provide direction to Dispatchers, Call Takers, and Lead Dispatchers while on duty. Distribute work and monitor calls, trip requests, pending assignments, active trips, and unresolved tasks. Keep current and upcoming trips, assigned routes, will-call returns, crew and vehicle availability, geographic coverage, and overall workload under active review. Identify potential delays and coverage gaps early. Adjust routes or assignments based on location, traffic, level of service, patient needs, and client requirements. Oversee the Communications Board, ensure tasks have clear ownership, and confirm promised follow-up and ETA updates are completed and documented. Handle escalations that cannot be resolved by a Dispatcher or Lead Dispatcher, including service issues, difficult calls, and crew or facility concerns. Coordinate with field leadership on call-offs, crew coverage, vehicle issues, incidents, and staffing shortages. Maintain phone coverage and coordinate dispatcher breaks and lunches. Provide dispatcher coverage when needed while maintaining oversight of the operation. Ensure unresolved issues are documented and handed off to the next shift, dispatcher to dispatcher, including the supervisor's own open items before going off duty. Activate downtime procedures when dispatch software, phone, or GPS systems fail, keep the operation running on backup processes, and report outages to the Dispatch Director. Escalate significant safety, staffing, client, system, or operational concerns to the Dispatch Director according to company procedures.

Staff Supervision and Quality Assurance:

Train, coach, and mentor dispatch staff, assist with onboarding and validate readiness to work independently. Address performance, attendance, and conduct concerns promptly. Document coaching and recommend formal corrective action to the Dispatch Director and Human Resources. Build and maintain the dispatch staff schedule, approve time-off requests, and review and approve timecards, including meal and rest break records, Review trip notes, call recordings, dispatch records, and relevant GPS information for accuracy, service quality, and adherence to procedures. Assist with complaint investigations and preserve relevant records. Monitor operational performance, including on-time service, response times, call handling, delay communication, and completion of outstanding tasks. Identify recurring issues and recommend improvements. Ensure staff follow company policies, dispatch procedures, client requirements, applicable transportation requirements, and patient confidentiality standards. Complete performance evaluations for dispatch staff and participate in interviews. Support approved workflow, training, and technology changes.

Supervisory Authority:

The Dispatch Supervisor provides direct day-to-day supervision of Dispatchers, Call Takers, and Lead Dispatchers. The supervisor may direct work, adjust assignments, coordinate coverage, and document coaching. When operationally needed, the supervisor may authorize overtime, hold over or call in staff, and return or decline trips that cannot be covered, following client requirements. Hiring, termination, formal discipline, pay changes, and policy exceptions remain subject to Dispatch Director and Human Resources approval under company procedures. During the supervisor's meal and rest breaks and when the supervisor is off duty, escalations go to the Dispatch Director or the Dispatch Director's assignee.

Required Qualifications:

High school diploma or equivalent. At least three years of ambulance, EMS, NEMT, medical transportation, or related dispatch experience, or two years of that experience plus one year in a lead, supervisory, or training role. Current Emergency Medical Dispatcher (EMD), Emergency Telecommunicator (ETC), or EMT certification. Strong knowledge of routing, scheduling, vehicle deployment, and real-time problem solving; ability to manage competing priorities across multiple crews and trips. Ability to lead and coach employees, communicate professionally, resolve conflict, and make sound decisions under pressure. Proficiency with dispatch, scheduling, telephone, or CAD systems and accurate documentation; ability to protect confidential patient information.

Preferred Qualifications:

Previous supervisory experience, familiarity with dispatch software (such as MediRoutes, RouteGenie, Tripmaster, or Traumasoft), ePCR systems (such as AngelTrack, ImageTrend, ESO or ZOLL), healthcare transportation brokers, and Souther California medical transportation operations.

Schedule and Work Environment:

Work is performed in the Communications Center with frequent telephone and computer use and competing operational priorities. The work schedule may include evenings, nights, weekends, holidays, and additional hours based on operational needs.

Physical and Mental Requirements:

The essential functions of this position require the ability to do the following, with or without reasonable accomodation: Sit for extended periods at a workstation and move about the Communications Center as needed. Use a computer, multiple monitors, keyboard, telephone, and headset for most of the workday. Hear, speak, and read well enough to communicate clearly by telephone and enter information accurately. Stay focused and composed in a busy, noisy environment with frequent interruptions and time-sensitive decisions. Maintain regular, reliable attendance, including evenings, weekends, and holidays when scheduled.

Performance Expectations:

Performance is measured by on-time performance, timely client notification of delays, overdue Communications Board tasks, quality reviews completed, and documented coaching. The Dispatch Director sets the target for each measure. This description outlines the general duties and requirements of the position and is not a complete list. The Dispatch Supervisor may perform other related duties as assigned, and duties may change based on operational needs. This description is not an employment contract, and employment with West Coast Ambulance is at will. West Coast Ambulance is an equal opportunity employer.

Job Type:

Full-time Pay:

$27.00 - $30.00 per hour

Benefits:

401(k) Dental insurance Health insurance Vision insurance

Experience:

Dispatching:

1 year (Required)

Language:

English (Required)

License/Certification:

ETC/EMD (Preferred) Shift availability: Overnight Shift (Required) Ability to

Commute:

Burbank, CA 91504 (Required)

Work Location:

In person