Director Emergency Management Call Center Operations

Company: MedStar Health's Washington Hospital Center
Location: Washington
Posted on: April 7, 2025

Job Description:

General Summary of PositionResponsible for directing and implementing emergency preparedness and business continuity operations for the office of Emergency Management. In addition to having supervisory and operational oversight of the Call Center. The Director of Emergency Management & Call Center Operations plans and evaluates all activities and training related to emergency preparedness, including but not limited to collaboration with internal and external departments, and external agencies, including accreditation organizations, while ensuring hospital compliance with all regulatory requirements. This includes researching, reviewing, and drafting all-hazards emergency plans and policies, developing and conducting related exercises, drills, and training, and serving as a member of the incident command team during the activation of the Hospital Incident Command System. Incumbent ensures the safe and efficient provision of uninterrupted communication services. Manages inventory and distribution of telecommunications equipment and is responsible for the emergency response communication of the Call Center. These functions are performed in accordance with all applicable laws and regulations and MedStar's philosophy, policies, procedures and standards.Primary Duties and Responsibilities

• Develops department goals, objectives, policies, and procedures. Ensures compliance with business unit policies and procedures and governmental and accreditation regulations.
• Facilitates the advancement of systemness and excellence in emergency management through creative forums to promote information exchange and ongoing guidance in advancing plans and improving response capabilities.
• Develops and oversees implementation and execution of hospital specific emergency plans and protocols including periodic review and revision. Facilitates opportunities across the healthcare system for exercise and training.
• Ensures all emergency management and business continuity plans, policies, and processes are compliant with applicable local, state, and federal guidelines.
• Provide leadership and oversight throughout the emergency and disaster planning process, including leading the annual HVA and developing corresponding mitigation strategies and emergency disaster response and recovery plans.
• Monitors and evaluates project effectiveness and success, search for improvement opportunities, and motivates team members to do the same. Remains flexible to change direction based on business needs.
• Facilitates the ongoing maintenance and sustainment of MedStar Georgetown University Hospital emergency response communication modalities, including testing, group maintenance, and training for users. Partner with appropriate stakeholders to add accessibility and enhance functionality, as appropriate.
• Manages the corporate office command center and works with corporate departments to ensure continued functionality and readiness.
• Continually evaluates and provides guidance on the Joint Commission emergency management regulations, CMS Emergency Preparedness Rule, and HHS HPP grants to MedStar entities, as requested.
• Participates in the planning and execution of corporate-wide emergency preparedness, safety, and/or security initiatives, as requested.
• Assists with managing the emergency management and Call Center budget and spending for hospital wide programs.
• Ensures operational efficiency and maintains the integrity of the Call Center telecom devices. This includes maintaining the communications databases (Everbridge, SPOK, IntelliDesk, etc.)
• Ensures that the emergency response processes are executed properly to ensure patient and associate safety. Maintains database reports statistics to appropriate response committees.
• Represents a positive organizational image to clients and outside organizations. Collaborates with organizations, programs, projects, boards, and state, local and federal governing bodies to consolidate resources and enhance programs.
• Chairs the Emergency Preparedness Committee and serves on other committees including the MedStar Emergency Management Workgroup.
• Facilitates visibility on applicable and available federal grants for funds to support healthcare emergency management.
• Participates in meetings and on committees and represents the department and business unit in community outreach efforts.
• Participates in multidisciplinary quality and service improvement teams and maintains effective working relationships with other departments.
• Represents MedStar to DCHA Hospital Medical Coalition Emergency Preparedness Committee and other external committees as needed.
• Assumes other duties and responsibilities that are appropriate to the position and areas of responsibility. The above responsibilities are a general description of the level and nature of the work assigned to this classification and is not considered as all-inclusive.Minimum QualificationsEducation

• Bachelor's degree in related field required
• Master's degree preferredExperience
  • 3-4 years Job related experience in healthcare, public health, public safety, EMS, emergency management, or related field required
  • 1-2 years Documented progressive experience in healthcare emergency management planning and response preferredLicenses and Certifications
    • FEMA ICS 200 Course NIMS/ICS 100, 200, 700, 800. within 60 Days required
    • CHEP - Certified Healthcare Emergency Professionals Certified Healthcare Emergency Professional within 180 Days requiredKnowledge, Skills, and Abilities
      • Ability to develop, analyze, and evaluate existing and proposed complex emergency preparedness and response plans, processes, and procedures. Demonstrated knowledge of the local health and medical infrastructure is preferred. Comprehensive knowledge of the Joint Commission, CMS Preparedness Rule, and other healthcare emergency preparedness requirements. Ability to work cordially and collaboratively with a large variety of stakeholders.
      • Ability to work in a team environment while equally able to work independently. Proven organizational skills and keen attention to detail. Demonstrated ability to be self-reliant and a problem-solver. Comfortable working in a high-paced, ever-changing environment with the ability to meet deadlines and produce high-quality products. Proven ability to effectively communicate verbally and in writing. Proficient in Microsoft Outlook, Word, Excel, and PowerPoint.This position has a hiring range of $122,948 - $212,513
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Keywords: MedStar Health's Washington Hospital Center, Washington DC , Director Emergency Management Call Center Operations, Executive , Washington, DC