Dispatcher Lead EMS

Overview
Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

The Lead Dispatcher is responsible for supervising emergency communication system dispatchers and ensuring all emergency and non-emergency calls are handled in accordance with contract requirements, CNIC M , SOP protocols, and federal standards. This role oversees daily operations, manages personnel scheduling and payroll coordination, ensures training and certification compliance, and leads quality assurance efforts.

Responsibilities

• Dispatch Operations

• Supervise dispatch of police, fire, medical, hazmat, and rescue units via telephone, TDD, radio, alarm systems, and face-to-face.

• Ensure timely dispatch of imminent threat emergencies within 60 seconds (90% of the time) and all other calls within 120 seconds (99% of the time).
• Operate radio equipment in compliance with FCC regulations and local emergency procedures.
• Maintain accurate CAD entries and call logs with no more than four inaccuracy findings annually.
• Monitor IDS and FAS activations and initiate appropriate response protocols with no more than three delays per year.

• Communicate clearly and professionally with emergency personnel and customers; maintain situational awareness and relay critical updates.

• Personnel Management

• Provide daily supervision, coaching, and performance feedback to dispatchers.

• Lead shift operations and maintain professionalism and morale on the dispatch floor.

• Mediate personnel issues and escalate unresolved concerns to management.

• Scheduling & Payroll

• Manage dispatcher schedules to ensure adequate coverage across all shifts.

• Approve time-off requests and monitor attendance records.

• Review and validate timekeeping records for payroll processing; resolve discrepancies as needed.

• Training & Certification Oversight

• Coordinate onboarding and ongoing training using the Dispatch Training Program.

• Ensure 100% compliance with all required certifications and licensure throughout employment.
• Maintain current Emergency Medical Dispatcher (EMD) and Emergency Medical Dispatch Quality (EMD-Q) certifications through IAED.
• Facilitate monthly Continuing Dispatch Education (CDE) modules and track completion.
• Conduct spot checks and lead shift training sessions to reinforce competencies.

• Ensure completion of all CNIC M courses within six months of employment.

• Quality Assurance & Committee Participation

• Serve as Quality Assurance Lead, conducting reviews and providing timely feedback.

• Chair the Dispatch Review Committee (DRC); manage meeting agendas and documentation.

• Participate in the Dispatch Steering Committee (DSC); provide operational recommendations.

• Administrative Support

• Answer and screen all 911 and non-emergency calls.

• Perform clerical duties including file maintenance, statistical reporting, and correspondence routing.
• Use standard software to input and retrieve operational data.

Qualifications

• MINIMUM QUALIFICATIONS:

• Education:

• Two years related experience may be substituted for one year of education, if degree is required.

• Mandatory Certifications & Training:

• Certified Telecommunications I & II

• Certified Hazardous Materials Awareness
• Active Shooter Response Training
• Emergency Medical Dispatcher (EMD) – IAED
• Emergency Medical Dispatch Quality (EMD-Q) – IAED
• FEMA NIMS Certifications:
• IS-5.c: Introduction to Hazardous Materials
• IS-200.c: Basic Incident Command System for Initial Response
• IS-700.b: National Incident Management System, An Introduction

• IS-800.d: National Response Framework, An Introduction

• Experience:

• Minimum 3 years of emergency dispatch experience; 1 year in a supervisory or lead role preferred

• Experience with fire, medical and military terminology

• Strong understanding of emergency plans, SOP's, mutual aid agreements, and CNIC M

• Skills:

• Ability to independently determine appropriate dispatch procedures and methods

• Ability to work well under pressure

• Program Specific Requirements:

• Requires U.S. Citizenship and an active DoD Secret clearance.

• Must be able to successfully pass a background and medical screening

• Must be able to obtain and maintain a Common Access Card (CAC)

• Working Conditions:

• General office environment within a secure emergency communications center.

• May be required to work nights, weekends, holidays, and uncommon tours of duty.

• Physical Requirements:

• Continuous sitting, walking, and standing.

• Eye strain and repetitive motion during data entry and monitoring.

*At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients.*