Description In partnership with the Operations Manager, the Operations Supervisor is responsible for ensuring field operations teams conduct daily operations in a manner that provides excellent customer service, follows all safety procedures and policies, and maintains compliance with all federal, state, and local requirements and regulatory/licensing agencies. The Operations Supervisor ensures that team members have all the necessary equipment, resources, licensing/credentials, and training to complete their patient care and assigned transports in a proper and efficient manner that meets our contractual and customer service standards, and that crews and vehicles are compliant with all local, state, and federal regulations. Role and Responsibilities - Serve as the main point of contact for crew members during their shifts, ensuring open lines of communication and addressing any personnel issues, operational challenges, or resource shortages.
- Support crews in their day-to-day operations, from ensuring they have adequate medical supplies to addressing any operational challenges that may hinder their ability to respond to calls.
- Offer guidance and mentorship to EMS staff, including providing performance feedback, conducting clinical observation forms.
- Be immediately available to respond to emergencies or scheduled calls to provide support, especially in high-risk or critical situations, and or lift assist requests.
- Available to respond to ALS upgrades if applicable
- Work with the Medical Communications Center to ensure that response times remain within operational standards and assist with call prioritization if multiple high-priority calls occur simultaneously.
- Provide on-the-ground support and decision-making to mitigate operational issues during emergencies.
- Proactively track and resolve missing or incomplete PCR records, working closely with EMS crews to ensure accurate, detailed documentation of patient care, treatments, and transport details.
- Communicate directly with crew members to troubleshoot and resolve issues and assist with correcting errors in PCR submissions.
- Act as the primary point of contact for EMS crew members experiencing technical issues with electronic devices (such as mobile data terminals, in-vehicle communication systems, or GPS tracking systems).
- Troubleshoot common issues with the equipment, escalating complex technical issues to the IT department for resolution.
- Oversee the fleet scheduling process to ensure that ambulances and other EMS vehicles are properly assigned based on crew availability, call volume, and vehicle readiness.
- Adjust the fleet schedule as needed to accommodate emergency situations, vehicle breakdowns, or sudden changes in crew availability.
- Collaborate with the Logistics and Maintenance departments to ensure vehicles are well-maintained, fueled, and ready for service.
- Manage the documentation and reporting of any accidents, injuries, or operational incidents that occur involving EMS crews, ambulances, or equipment.
- Complete all accident injury reports to their fullest extent including but not limited to pictures, crew reports, supervisor reports, PC365, etc.
- Ensure office is kept clean and free of any OSHA violations
- Completing Weekly Vehicle Unit Checks on units.
- Conduct comprehensive checks of all EMS equipment, including medical supplies, life-saving equipment (e.g., defibrillators, oxygen tanks), and operational tools (e.g., stretchers, gurneys).
- Manage the inventory of consumables, ensuring that stock levels of necessary supplies such as bandages, medications, and PPE are always maintained.
- Work with the procurement team to order and restock items as necessary, preventing shortages that could affect patient care.
- Support the training and orientation process to ensure new hires are prepared to perform their roles effectively from day one.
- Ensure that crews are properly assigned and that shifts are covered appropriately, especially in the event of last-minute changes or callouts.
- Fill in for last minute emergent vacancies due to injury, or illness on shift, or in case of a critical 911 shift vacancy.
- Assist and provide coverage for other regional supervisors when needed (e.g., STL operations).
- Monitor employee compliance with Samsara technology and other company programs.
- Ensure payroll accuracy and scheduling needs are met in a timely manner.
- Support QA/QI follow ups.
- Participate in community outreaches and training events when needed.
- Staff support, providing coaching and retraining when necessary.
- Ensure compliance with company policies, protocols, OSHA, HIPPA, and State regulations.
- Perform other duties as assigned by leadership.
Qualifications and Education Requirements - Graduation From High School or equivalent
- 19 years old or older at time of hire for insurance purposes
- Successful completion of NREMT certification
- Minimum of 3 years of experience in a high volume 911 system
- Current NREMT and State EMT (or ability to obtain within 10 days of hire)
- Valid driver’s license
- Ability to drive company vehicles with a clean driving record
- Successful completion of a state sponsored EVOC course or ability to obtain in 90 days
- Current AHA BLS CPR or ability to obtain within 10 days of hire
- Successful completion of GEMS or ability to obtain in 90 days
- Successful completion of TIMS or ability to obtain in 90 days
- Successful completion of FTO training or ability to obtain in 90 days
- Successful completion of ICS 100, 200, 300, 400, 700, & 0800 certification or ability to obtain in 90 days
- Ability to provide quality patient care within scope of practice
- Knowledge of all state protocols for an EMT
- Availability for recall in times of crisis
- Ability to work a rotating schedule with open availability
- Ability to pass a lift test and have the ability to lift 150 – 200 pounds
- Ability to pass a pre-employment drug test
- Ability to pass a pre-employment background check
- Ability to read, speak, and write English.
PREFERRED SKILLS - Excellent customer service skills
- Knowledge of medical terminology and writing patient care reports
- Problem solving
- Ability to manage time and muti-task.
- Critical thinking and decision-making skills
- Ability to remain calm under pressure
- Ability to promote a culture of safety, teamwork, and accountability
- Previous Supervisory experience
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