Supervisor - Operations

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.

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.

Graduation From High School or equivalent. Must be at least 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 MEDIC (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 or MEDIC. 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. Excellent customer service skills. Knowledge of medical terminology and writing patient care reports. Problem solving. Ability to manage time and multi-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.