EMS Operations Supervisor

Job Description Summary Our mission of providing care to the world at a moment’s notice is at the heart of everything we do. We are caregivers, first and foremost, and we will be there when you need us. Job Summary The mission and purpose of this position is to ensure the compassionate delivery of high quality care and service in a professional and cost-effective manner through the supervision of field personnel. It includes providing direct patient care in accordance with company protocols, assisting with the coverage of open shifts as needed, and overseeing operations to meet customer expectations. Essential Functions / Duties The Operations Supervisor is the first line of support and supervision over the delivery of care and transport service. Primary responsibilities include directing and supporting field personnel to ensure cost‑effective, professional delivery of service and care, implementing technology solutions, managing large spans of control, and maintaining high employee morale. Key Relationships Field crews – Coach and support Paramedics and EMTs. Communications Center – Provide direction on procedure & protocol use and resolve issues. Operations Director/Manager and senior management – Ensure clear understanding of vision, values and goals. Field Training Officer – Ensure required training for Paramedics and EMTs. Human Resources, risk management, payroll and other staff functions – Provide information and resolve issues. Other Operations Supervisors – Exchange information about events, activities and best practices. Patients, families and ancillary emergency agencies – Maintain effective relationships. Hospital, physician groups, nursing homes and other providers – Resolve issues and maintain operational relationships. Insurers and media – Provide information and respond as necessary to crisis events. Vendors – Maintain relationships with product and service vendors. Key Responsibilities Ensure continuous quality improvement through clinical management and protocol compliance. Investigate accidents and major incidents to gather information, resolve issues, and communicate findings. Coordinate operations during times of disaster. Gather information from customers regarding issues and problems, document complaints, and work with others for resolution. Provide resources for debriefing critical incidents (Critical Incident Stress Debriefing). Schedule crews to staff units, including re‑scheduling for sick leave, and ensure crews are on the street at the beginning of their shifts. Function as a crew Paramedic or EMT as required. Manage the storage, distribution and collection of narcotics. Provide support and assistance to field personnel to help them achieve maximum performance. Provide daily direction and clarity of expectations to field personnel. Collect information, conduct meetings and resolve issues regarding employee problems, issues and concerns. Coach employees to perform at their highest levels and provide performance feedback. Assist employees in career planning. Provide support to crews by acquiring needed resources. Participate in the resolution of union or non‑union grievances and administer the disciplinary process. Communicate division and AMR information to field employees, gather information from the field regarding company issues, and report and help resolve field‑management issues. Partner with Human Resources to ensure the availability of employee counseling as necessary. Identify needs and support continuous improvement in employee development through training. Participate in orientation of new employees. Administer company policies and procedures, as well as employment law, in a consistent manner. Interact daily with fire, police, hospital, physician group, nursing homes and other service providers to manage the AMR image with facilities. Participate in community service to enhance the image of the company. Identify customer processes that lead to enhancements of service. Supervise the daily operations of the field. Collect paperwork and generate reports for management. Assist crews in stocking trucks/units. Ensure unit readiness by managing the fleet and materials. Screen trip tickets. Reinforce importance of complete, accurate, and timely completion of run reports. Perform other duties as assigned. Success Measures Employee performance and productivity. Employee satisfaction (survey results) and morale. Employee development (bench strength). Teamwork (smooth operation flow). Employee empowerment. Retention rate / turnover. Investigation results (resolution). Incident resolution. Safety compliance. Quality of clinical care. Regulatory compliance. Chute time, turnaround time. Chart audits. Customer complaints. Response time performance and compliance. Ethical behavior. Qualifications Experience: EMS Field Experience. Past supervisory experience. Field Training Officer experience or Instructor experience. Experience as an SSC or EMD. Education: High School Diploma or equivalent (GED). Skills: Ability to employ discretion and confidentiality. Credentials / Licenses: Current Paramedic or EMT certification and any other required certifications. Driving policy in compliance with AMR policy regarding insurability. Working Conditions and Mental/Physical Requirements Frequently: Physical agility test; kneeling, stooping, bending, leaning, flexibility, and carrying multiple equipment while moving. Constantly: Hearing, listening, speaking, simple touching/dexterity, typing, sitting, upper‑body flexibility, and vision. Mental requirements include critical thinking skills with the ability to use logic and reasoning to evaluate and resolve alternative solutions. Guiding Values and Behaviors Patient Care – We continually earn the privilege to care for our patients. One Team – We respect each other and achieve together what no individual can alone. Innovation – We are driven to develop solutions that inspire progress. Vigilance – We will never waver in our commitment to safety and preparedness. Ownership – We are accountable for what we do and take pride in how we do it. Citizenship – We are dedicated to being good stewards in the communities we serve. Reporting Relationships Reports to: Operations Manager. Interrelationships: Operations and Operations Management. EEO Statement Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability. #J-18808-Ljbffr Rural Metro Fire Department