What You'll Be Doing

As the EMS System Controller, you will assist the Assistant Chief of Operations with managing the daily deployment of EMS resources to ensure optimal system performance. You will ensure resources are optimized for geographic coverage and appropriate resources are sent to 911 calls. During high call volume periods, you will prioritize and dispatch appropriate resources. and monitor radio communications to provide situational awareness about potential hazards to field responders. You will problem-solve and prioritize tasks using computer software, computer-aided dispatch systems, radios, and telephones.

Essential Functions:

• Oversee and manage the daily deployment of EMS System resources, including monitoring all EMS system resources via computer-aided dispatch, coverage maps and radio traffic; communicating with both internal and external partners/stakeholders and the public via radio, telephone, text, or face-to-face conversations
• Evaluate and prioritize system needs and develop mitigation efforts and resource allocation plans
• Coordinate EMS response with the EMS Shift Commander and other responders
• Act as a liaison to primary and secondary public safety answering points, dispatch centers and other public safety agencies
• React to situations and quickly adapt to various scenarios
• Solve problems and multi-tasks in ever-changing and sometimes distracting environments
• Communicate respectfully during stressful situations through written, oral and/or visual means, including radio, telephone and text
• Interpret, develop and maintain policies and procedures and create and present data and reports related to EMS system response
• Evaluate employee performance and adherence to established policies, procedures and expectations related to EMS System response
• Contribute to annual employee evaluations as needed
• Provide coaching for improvement and progressive discipline in partnership with employee’s direct supervisors as needed related to employee performance
• Guide responses and assist the responding units and the scene command on large-scale incidents
• Conduct work activities with a complete understanding of an Incident Command System
• Direct the work of others collaboratively and cooperatively
• Maintain confidentiality and always protect sensitive data, following HIPAA and privacy laws, organizational and department policies and procedures
• Ensure successful response time targets through effective and efficient deployment of ambulances

About Our Team

Wake County EMS is a cutting-edge emergency medical services system that is responsible for providing EMS services throughout Wake County including within each of the county’s 12 local municipalities. We have a well-developed mobile integrated health (community paramedicine) and research programs. We responded to over 130,000 requests for 911 EMS services in 2023. We greatly value the enrichment we receive through diversity in our staff, and we are continuously working to enhance that diversity and create spaces where all employees can thrive.

The Basics (Required Education and Experience)

• Associates in EMS or related field
• Five years in EMS or a 911 Center
• Equivalent education and experience are accepted

• Please include ALL prior work experience on your application and resume.

Beyond the Basics (Preferred Education and Experience)

• Bachelor’s in EMS or another related field
• Two years in a supervisory role responsible for emergency services operations and deployment
• Experience with Incident Command Systems and/or major incident coursework
• Experience managing multiple and simultaneous emergency incidents from an operations or 911 center
• Experience with the operations of a Department Operations Center, Emergency Operations Center or Watch Center

How Will We Know You're 'The One'?

• Knowledge of relevant equipment, policies, procedures, and strategies to implement an effective emergency medical services system
• Ability to monitor/assess the performance of yourself, other individuals or organizations to make improvements or take corrective action
• Ability to demonstrate excellence in critical thinking, communications and conflict resolution
• Excellent telephone, organizational, oral, and written communication skills
• Excellent commitment to customer service and teamwork
• Proficiency with Microsoft Office, computer aided dispatch and radio systems
• Knowledge of significant components of an emergency medical system
• Thorough knowledge of ambulance deployment, which impacts response times

About This Position

Location: Public Safety Center Raleigh, NC 27601

Employment Type: Regular

Work Schedule: 12-hour shifts, varied hours to meet 24x7 need of the EMS system. Future rotation of days and nights

Hiring Range: 35.82 - 46.57

Market Range: 35.82 - 57.32

Please include ALL prior work experience on your application and resume.

Posting Closing Date: 7:00 pm on 1/11/2025

What Makes Wake Great

Home to the State Capital, Wake County is one of the fastest growing areas in the nation and the most populous county in the state, with more than 1.1 million residents. The County has received national and international rankings and accolades from publications such as Money, Fortune, and Time magazines as being one of the best places to live, work and play. The central location of the County allows for a short drive to the spectacular mountains or coast. Wake County Government is governed by a seven-member Board of Commissioners, who are elected at-large to serve two-year terms. Wake County Government has a general operating budget of $1.874 billion, employs over 4400 employees, experiences minimal turnover, and is an award-winning leader in wellness and technology initiatives; such as offering employees and covered spouses free access to the Employee Health Center. Wake County Government offers a wide range of training and development opportunities, a stable career in public service with a balance of work and family life, flexible work schedules and a competitive salary and benefits package.

Equal Opportunity Statement

Wake County provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Background Check Statement

Position may require a background check that may include: criminal, credit, motor vehicle, education, and sexual offender registry or others based on job requirements. Unless required by state law, a record of conviction will not automatically exclude you from consideration for employment. Wake County Government is an Equal Opportunity Employer.

Emergency Service Worker Statement

In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

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• Wake County Government

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