Assistant Operations Supervisor

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. Provides direct patient care in accordance with company protocols and/or online medical direction. Assists with the coverage of open shifts as needed in the assigned area.

ESSENTIAL FUNCTIONS/DUTIES
The Associate Supervisor role is primarily to act as back-up field Supervisor. The primary responsibility of the Associate Supervisor is to direct and support field personnel to ensure cost effective, professional delivery of service and care to customers/patients. The critical strategic challenges to this position include the following:

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 to ensure customer satisfaction

• Provide appropriate resources to debrief care-giving personnel (CCTs, Paramedics and EMTs) after particularly critical incidents (Critical Incident Stress Debriefing)

• Schedule crews to staff units, including re-scheduling for employees on 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 the 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 with regard to 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 clearly, 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 and recruiting/PR events

• Administer company policies and procedures, as well as employment law in a consistent manner

• Interact with fire, police, hospital, physician group, nursing homes and other service providers regarding the integration and delivery of services and 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

QUALIFICATIONS

Experience:

• 2 year EMS Field Experience

• Field Training officer experience or Instructor experience, preferred

• No disciplinary action with in the past 6 months.

Education

• High School Diploma or equivalent (GED)

Skills:

• Ability to employ discretion and confidentiality

Credentials/Licenses:

• Current Paramedics or EMT certification/all other required certifications

• Driving policy in compliance with AMR policy regarding insurability

REPORTING RELATIONSHIPS

Reports to: Operations Manager
Interrelationships: Operations; Operations Management