Field Training Officer

AtAmerica West Medical Transportation, we are morethan a transportation service; we are a community partnerdedicated to improving lives and helping individuals thrive.By embracing the spirit of community service and giving, wecan create a healthier, more connected society. We are hiring Field Training Officers , (FTO) , to provide hands-on, on-the-job wheelchair transport training to new and existing drivers as part of our non-emergency medical transportation fleet. This fast-paced and rewarding role is perfect for a self-starter who is looking to build their resume by working closely with the immediate team leader. Commitment to Customers -We continually earn the privilege to care for our patients. It is at the forefront of everything we do. And no matter the role you have at the company, we are each other’s customers. Respectful -We respect each other and achieve together what no individual can do alone. Dependability -We are committed to exceptional service delivery, on time and following up on what must be done. Integrity -We are vigilant and committed to safety and preparedness in the fulfillment of our duties. Accountability -We take ownership for what we do and take pride in how we do it. About the Role The FTO ensures all drivers are properly trained to safely and efficiently transport passengers, comply with company policies and safety regulations, and deliver excellent customer service. This role involves working directly in the field with drivers to assess their skills, provide real-time feedback, and ensure they meet the standards for quality and safety in non-emergency medical transportation. FTO’s are responsible for providing on-the-job training, guidance, and evaluation to ensure new hires are equipped with the necessary knowledge, skills, and confidence to perform their duties. What You'll Do Essential Duties and Responsibilities: The Field Training Officer (FTO) in Non-Emergency Medical Transportation holds a crucial responsibility: ensuring new drivers are ready to hit the road safely, efficiently, and confidently. They are not just trainers, but also mentors and evaluators, shaping the skills and knowledge of new hires. On-the-Job Training: Provide on-the-road training, hands-on training and mentorship to new and existing drivers in all aspects of non-medical transportation, including vehicle operation, passenger assistance, and customer service Train drivers on the safe and efficient operation of vehicles, including managing routes, handling equipment, and adhering to traffic laws and company policies Demonstrate safe and proper loading and unloading techniques, including ensuring passenger safety and comfort during transport Ensure that all drivers are familiar with company software systems for tracking routes, service logs, and customer records Compliance and Safety Training: Educate drivers on all relevant safety protocols and regulations, including state and local traffic laws, vehicle safety checks, and emergency procedures Train drivers to follow all company policies regarding safe driving practices, including speed limits, seat belt usage, distracted driving policies, and the safe handling of passengers (especially those with mobility issues or special needs) Ensure that drivers comply with regulatory requirements, including maintaining proper vehicle documentation, valid driver’s licenses, and vehicle inspection reports Monitor drivers' adherence to safety and compliance standards during training and in real-time operations, offering corrective feedback as needed Performance Monitoring and Feedback: Evaluate trainees’ skills in real-world driving situations, assessing their ability to manage routes, time, traffic, and customer needs Provide constructive feedback on driving performance, customer interactions, and adherence to company policies Identify areas where additional training or coaching is needed and create individualized development plans to address any performance gaps Conduct performance evaluations for each trainee to assess their readiness to handle independent driving duties Operational Efficiency: Ensure that all non-medical transportation services are delivered in a timely and safe manner, meeting customer expectations Assist, guide and recommend in any operational issues, such as delays caused by call ins etc, accidents, or vehicle breakdowns, to minimize service disruptions Customer Service Training: Train drivers on providing high-quality customer service, including communication with passengers, professionalism, and handling difficult situations Emphasize the importance of being courteous, respectful, and empathetic toward passengers, particularly those with special needs or who may require assistance Address common customer service challenges, including how to handle delays, service disruptions, or customer complaints in a professional manner Documentation and Reporting: Maintain accurate training records for each driver, including progress reports, feedback, and training completion Document any incidents or issues during the training process, including safety violations, customer complaints, or performance concerns, and report them to the Team Lead or Assistant Operations Manager, AOM. Complete daily or weekly training reports outlining trainee performance, areas of improvement, and recommendations for further development Ongoing Support and Mentorship: Provide ongoing coaching and mentorship to drivers even after the initial training period to ensure continued success in the role Offer refresher courses or re-training sessions for drivers who may need additional support or have received feedback on areas needing improvement Act as a resource for drivers when questions or issues arise during their shifts, offering guidance and problem-solving assistance in real-time Equipment & Vehicle Training: Instruct drivers on the proper use and maintenance of vehicles, including performing basic pre-trip and post-trip inspections to ensure vehicle safety and readiness Ensure that drivers understand how to operate any additional equipment or assistive devices needed for passenger transport (e.g., wheelchair lifts, ramps, etc.) Demonstrate vehicle maintenance routines and emergency procedures, such as what to do in case of a breakdown or accident Other duties as assigned Knowledge, Skills and Abilities Minimum of 3 years of experience as a Driver in non-emergency medical transportation Previous experience in a training, mentoring, or supervisory role is preferred Experience in customer service or public transportation is an advantage Strong knowledge of vehicle operation, safety protocols, and non-medical transportation regulations Excellent communication skills, both verbal and written, for delivering clear instructions and providing feedback Ability to evaluate and assess driving performance in real-world conditions Strong interpersonal skills, with the ability to build trust and rapport with trainees Problem-solving skills to address issues related to driver performance, customer service, or safety Ability to adapt training methods to suit different learning styles and individual needs Qualifications High school diploma or equivalent; additional certifications in transportation, logistics, or customer service are a plus Valid State Driver's license required and for CDL holders-relevant endorsements as required Minimum 3 years of professional driving experience required in non-emergency medical transportation Clean driving record (No more than 1 point) Ability to pass a DOT Physical, drug test, breath alcohol test, TB skin test and/or TB chest x-ray Ability to pass a physical agility test Ability to move, pick up, push weight up to 100 lbs. and with assistance at 250 lbs. and up Proficiency in speaking and understanding English, strong communication skills Ability to drive to various locations Professionalism Ability to use apps and electronic devices Preferred Skills Bilingual language ability in Spanish preferred Working Conditions Field-based role, requiring travel to different locations and work in various environments, including on the road, in vehicles, and at client facilities Flexibility to work irregular hours, including evenings, weekends, and holidays, based on operational needs Ability to work in various weather conditions and manage time effectively when on the road with trainees Ability to ascend stairs, push, pull, lift, walk up ramps, kneel, bend, stoop and reach frequently and work in small confined spaces with teammate to secure wheelchairs on a daily basis The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position America West is an Affirmative Action/EEO employer committed to diversity and inclusion. All qualified applicants for the Transportation Manager position will be considered without discrimination. Final pay rate is determined based on qualifications, experience, and performance, at the employer's discretion. America West is an equal opportunity employer committed to a workplace free of discrimination and harassment. In accordance with applicable federal, California, and local laws, including the California Fair Employment and Housing Act, we do not discriminate against any employee or applicant based on race, color, religion (including religious dress and grooming practices), creed, sex, gender, gender identity or expression, sexual orientation, marital status, national origin, ancestry, physical or mental disability, medical condition (including cancer and genetic characteristics), genetic information, age (40 and over), military or veteran status, or any other characteristic protected by law. As a non-emergency medical transportation provider, certain positions may be subject to Department of Transportation (DOT) regulations, including pre-employment and random drug and alcohol testing, physical qualifications, and driving record requirements, where permitted by law. We provide reasonable accommodations for individuals with disabilities and for sincerely held religious beliefs, practices, or observances. #J-18808-Ljbffr America West Medical Transport