Field Supervisor

Field Supervisor - Job Description

Position Title
Field Supervisor

Reports To
Regional Operations Director

Department
Field Operations

FLSA Status
Exempt (Salaried)

Direct Reports
Field EMTs, Paramedics, and Base Personnel within assigned region (matrixed)

Coverage Scope
Boston regional assignment; 24/7/365 operation

Position Summary

The Field Supervisor is accountable for the safe, clinically sound, and financially disciplined execution of field operations across an assigned multi-base region, in alignment with Brewster Ambulance Service's policies and mission. The position owns daily performance against defined operational, clinical, and financial targets - including unit hour utilization, response-time compliance, premium labor spend, and crew retention - and serves as the on-the-ground representative of company standards to employees, hospital and facility partners, and municipal stakeholders. The role operates in a matrixed environment, partnering with Scheduling, Communications, Education, Clinical Quality, Fleet, Human Resources, and Risk Management to sustain operational readiness, regulatory compliance, and workforce accountability at scale. Performance in this role is evaluated against defined regional targets; the Field Supervisor is expected to close performance gaps independently and to escalate structural constraints with data-supported recommendations rather than as unresolved issues.
Scope of Responsibility
• Drive operational performance on key target metrics including Unit Hour Utilization, On Time Percentage, and other key performance indicators
• Direct accountability for field operations at the Boston assigned base, encompassing approximately 150 field personnel and 42 deployed units.
• Operational ownership of assigned hospital, skilled nursing, and municipal contract relationships within the region.
• Accountability for regional labor spend, including overtime, holdover, and shift-differential utilization against budget.
• Escalation authority for clinical, safety, service-recovery, and personnel matters during assigned coverage periods.
Essential Duties & Responsibilities
Leadership & Oversight
• Direct daily field operations across the assigned region, providing supervision and clear operational direction to EMTs, paramedics, and base personnel.
• Sustain a visible and consistent leadership presence in the field and at each assigned base, setting the standard for professionalism and crew conduct, with a significant portion of scheduled time spent in the field or at assigned bases rather than in administrative settings.
• Enforce company policy, clinical protocol, and safety standards, addressing deviations promptly and documenting their resolution.
• Deliver timely coaching, performance feedback, and corrective action in coordination with Human Resources and senior leadership.
• Lead or contribute to incident reviews and investigations, ensuring findings are documented and corrective actions are closed out.
• Hold direct reports accountable to defined performance standards through documented coaching, progressive discipline, and performance improvement plans in partnership with Human Resources.
• Serve in a command or command-liaison role during high-acuity, mass-casualty, and severe-weather events consistent with NIMS/ICS practice.
Operational Efficiency
• Monitor daily deployment against the system status plan, maintaining unit readiness and required coverage levels throughout the operating period.
• Direct real-time unit management in concert with Command Center to preserve system status and limit coverage degradation.
• Conduct recurring operational reviews of unit hour utilization (UHU), response-time compliance, and out-of-chute performance, translating findings into measurable action.
• Identify process gaps and implement action plans with defined owners, milestones, and verification of results.
• Own regional performance against contractual response-time standards, sustaining compliance at or above the contractual threshold in every reporting period and reporting variances with root-cause analysis and corrective action plans.
• Manage regional premium labor and overtime to budget, holding variance within 5% of plan and escalating structural coverage gaps with data-supported recommendations.
• Contribute to demand-based deployment planning by reviewing call-volume trends, post assignments, and system status plans with Communications and Operations leadership.
Staffing & Scheduling Support
• Serve as the operational liaison to the Scheduling Department, resolving same-day and next-day staffing shortfalls with the least disruptive coverage solution available.
• Apply holdover and mandatory coverage policies consistently and equitably to maintain committed service levels.
• Hold field teams to published schedules and report attendance and schedule-compliance trends to Operations and Human Resources leadership.
• Partner with Human Resources and Talent Acquisition on retention initiatives, exit-interview themes, and workforce planning for the assigned region, with accountability for regional voluntary turnover against target.
Training & Development
• Guide the onboarding, precepting, and mentorship of new hires in partnership with the Education Department through to independent release.
• Conduct structured performance check-ins and development conversations that connect individual goals to regional performance objectives.
• Identify individual and regional training needs from observed performance data and escalate them to the Education Department and Operations leadership.
• Conduct documented field observations and clinical skill verifications in coordination with the Education and Clinical Quality Departments.
• Complete required leadership development curriculum and maintain supervisory competencies.
Customer Service & Stakeholder Engagement
• Serve as the accountable point of contact for operational matters at assigned hospital, skilled nursing, and municipal partners.
• Own service recovery for concerns raised by patients, families, and healthcare partners, closing the loop with the originating party.
• Cultivate durable working relationships with clinical and administrative leadership at contracted facilities.
• Conduct scheduled service reviews with assigned facility and municipal partners, documenting commitments and follow-through.
• Identify service risks that could affect contract performance or retention and escalate them to Operations and Business Development leadership.
Documentation & Compliance
• Ensure clinical and operational documentation accuracy, including ePCR review, incident reporting, and timely correction of identified deficiencies.
• Participate in clinical quality assurance and performance improvement initiatives, supporting chart review and remediation follow-through.
• Maintain certification and credential compliance for all direct reports, tracking renewals well in advance of expiration in coordination with the Education Department.
• Support HIPAA, OSHA, DOT, and state EMS regulatory compliance, including audit and survey readiness activities.
• Complete incident, injury, and vehicle-collision documentation within required timeframes and support Risk Management investigations and workers' compensation follow-up.
Fleet & Equipment Oversight
• Monitor vehicle, equipment, and supply readiness in collaboration with the Fleet Department to sustain deployable unit counts.
• Escalate mechanical and safety defects immediately, coordinating repair and substitute-unit coverage to limit out-of-service time.
• Conduct documented base inspections addressing cleanliness, operational readiness, security, and OSHA compliance.
• Oversee regional equipment inventory and controlled-substance handling in accordance with company policy and state requirements.
Financial & Administrative Accountability
• Review and approve employee timekeeping, holdover pay, and shift adjustments accurately and within payroll deadlines.
• Provide input into regional operating budgets, staffing models, and capital equipment requests.
• Monitor and report assigned key performance indicators, delivering periodic performance reporting to Operations leadership.
• Support documentation accuracy required for billing and reimbursement in coordination with the Billing Department.
Qualifications
Required
• Current Massachusetts Paramedic certification in good standing.
• Minimum of five (5) years of field EMS experience
• Minimum of three (3) years in a formal supervisory or management capacity with direct accountability for employee performance, including coaching, corrective action, and performance improvement plans.
• Valid driver's license with a driving record meeting company and insurer standards.
• Associate's degree in EMS, healthcare administration, business, or a related field; equivalent progressive EMS leadership experience may be substituted.
• Demonstrated record of owning operational and financial performance metrics - including unit hour utilization, response-time compliance, and premium labor spend - and improving them through documented action plans.
• ICS-100, ICS-200, and IS-700 (NIMS) completion prior to hire, or within sixty (60) days of hire.
• Working command of Massachusetts EMS regulations, communications-center operations, and system-status deployment methodology.
• Demonstrated written, verbal, and interpersonal communication skills, with the organizational discipline and judgment to lead under time pressure.
• Proficiency with EMS operational and clinical software (e.g., Traumasoft, ePCR platforms) and the Microsoft Office suite.
Preferred
• Critical care or advanced clinical credential (e.g., CCEMT-P, FP-C), or prior clinical educator experience.
• Bachelor's degree in EMS, healthcare administration, business, or a related field.
• Prior supervisory experience within a unionized workforce, including administration of a collective bargaining agreement.
• ICS-300 and ICS-400 completion, or formal emergency management certification.
• Experience leading multi-base or regional operations of comparable scale in a high-volume 911 and interfacility system, with direct accountability for contractual response-time performance.
Working Conditions
• Work is performed in both administrative and field settings, with time allocated between the two according to operational demand.
• Schedule flexibility is required, including nights, weekends, and holidays.
• Must be able to lift, carry, and move equipment and patients consistent with EMS physical requirements, with or without reasonable accommodation.
• Regular travel between assigned bases, contracted facilities, and corporate locations within the region.
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