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 STRATEGIC CHALLENGES The Operations Supervisor is the first line of support and supervision over the actual delivery of care and transport service for the operating division. The primary responsibility of the Operations 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: • Changing customer expectations, including changes in the way care is delivered, potentially expanding services, or loss of services to other agencies (e.g., fire departments) have resulted in unclear or confusing role definitions. This results in changing employee expectations and lowered employee morale • The growth-through-acquisition strategy has impacted all areas of AMR, resulting in the need for integration of processes and culture, which also impacts employee morale. The Operations Supervisor must deal with these morale issues daily • Reorganization of work, which has resulted in role confusion for the Operations Supervisor. Some positions are focused on the supervision and support of reporting employees; other supervisors spend a great deal of time on data collection and reporting, leaving limited time for supporting employees • Very large spans of control and employee shift structures make it extremely difficult for an individual Operations Supervisor to forge a strong relationship with the employees he/she is responsible for. This relationship needs to exist to support employee communications and coaching and development. In some locations, there are no assigned reporting relationships at all, which creates even more difficulty • Changes in technology result in faster, easier methods for communicating, and collecting and analyzing data. The Operations Supervisor must ensure the implementation and proper use of such technology to maximize productivity and effectiveness • The demands of the organization often exceed the time available for Operations Supervisors to do the work KEY RELATIONSHIPS Key Internal Customers and Suppliers • The Operations Supervisor’s primary relationship is with the field crews. He/she works collaboratively with the Paramedics and EMTs to coach and support their success • The Operations Supervisor works closely with the Communications Center to provide direction on procedure and protocol use, ensure processes are followed, and to resolve issues that may arise • The Operations Supervisor works collaboratively with the Operations Director/Manager and senior management to ensure clear understanding of Vision, values, goals and objectives • The Operations Supervisor works with the Field Training Officer to ensure Paramedics and EMTs are receiving required training to optimize performance • The Operations Supervisor provides information and resolves issues with staff functions at the local and regional level regarding human resources, risk management, payroll, and other functions • The Operations Supervisor works closely with other Operations Supervisors to ensure the exchange of information about specific events, activities, and best practices Key External Customers and Suppliers • The Operations Supervisor often works with patients, family members, and friends • The Operations Supervisor works daily with heads of ancillary emergency agencies, such as fire and police, to ensure integrated efforts • The Operations Supervisor works daily with employees of hospitals, physician groups, nursing homes and other providers to resolve issues and ensure continued operational relationships • The Operations Supervisor has working relationships with the appropriate management of HMO’s and other insurers associated with the service area • The Operations Supervisor, in collaboration with higher management, provides information and responds as necessary to the media regarding crisis events involving the division • The Operations Supervisor may be required to maintain effective relationships with vendors of various products and services KEY COMPETENCIES Integrity • Inspire Trust: Establish credible, trusting relationships; behave in accord with expressed beliefs and commitments; build trust with others through own authenticity, consistency and follow-through on commitments • Act with Integrity: Demonstrate values-based leadership and sound ethics; show consistency among principles, values and behavior; maintain high standards of integrity and protect confidential information • Professional Maturity: Realistically appraise own strengths and weaknesses; share credit and visibility; maintain and project confidence, even when not supported by others; willing to ask for help from experts on relevant issues • Demonstrate Adaptability: Flexibly respond to multiple demands, shifting priorities, ambiguity, and rapid change; show resilience in the face of constraints, frustrations, or adversity; demonstrate flexibility and an appropriate sense of humor Respect for People • Build Relationships: Relate to people in an open, friendly and accepting manner; show sincere interest in others and their concerns; initiate and develop relationships with others as a key priority • Listen to Others: Demonstrate attention to and convey understanding of the comments and questions of others; listen well in a group • Foster Open Communication: Create an atmosphere in which timely and high quality information flows smoothly between self and others; encourage the open expression of ideas and opinions; discourage use of the “rumor mill” • Manage Disagreements: Bring substantive conflicts and disagreements into the open and attempt to resolve them collaboratively; build consensus • Influence Others: Assert own ideas and persuade others; gain support and commitment from others; mobilize people to take action Customer Focus • Focus on Customer Needs: Anticipate and work to understand customer needs; take action to meet customer needs; continually search for ways to increase customer satisfaction • Know the EMS Industry: Know what it takes to be successful in the EMS industry; have a thorough knowledge of EMS practices, customers, and the competitive environment • Maintain EMS Technical Competence: Possess up-to-date knowledge in the profession and industry; access and use technical experts when appropriate; stay competent on clinical skills and current on procedures and protocols; author and communicate necessary updates and revisions to policies/procedures/protocols • Analyze Issues: Gather relevant information systematically; consider a broad range of issues or factors; grasp complexities and perceive relationships among problems or issues; seek input from others; use accurate logic in analyses • Use Sound Judgment: Make timely and sound decisions; make decisions under conditions of uncertainty and crises; utilize AMR’s Vision and Guiding Principles for decision-making • Innovate: Generate new ideas; go beyond the status quo; recognize the need for new or modified approaches; bring perspectives and approaches together; combining them in creative ways Diversity • Value Diversity: Show and foster respect and appreciation for each person whatever that person’s background, race, age, gender, disability, values, lifestyle, perspectives, or interests; seek to understand the views of others; see differences in people as opportunities for learning about and approaching things differently • Coach and Develop: Accurately assess strengths and development needs of employees; give timely, specific feedback and helpful coaching; provide challenging assignments and opportunities for development • Develop Oneself: Learn from experience; actively pursues learning and self-development; seek feedback and welcomes unsolicited feedback; modify behavior in light of feedback Accountability • Establish Plans: Develop short- and long-range plans that are appropriately comprehensive, realistic, and effective in meeting goals; integrate planning efforts across work units • Manage Execution: Assign responsibilities; delegate to and empower others; remove obstacles; allow for and contribute needed resources; coordinate work efforts when necessary; monitor progress Teamwork • Foster Teamwork: Build effective teams committed to organizational goals; foster collaboration among team members and among teams; use teams to address relevant issues by involving them and valuing their contributions • Leverage Networks: Identify and cultivate relationships with key stakeholders representing a broad range of functions and levels; build strong external networks with people in the industry and profession • Display Organizational Savvy: Develop effective give-and-take relationships with others; understand the agendas and perspectives of others; recognize and effectively balance the interests and needs of one’s own group with those of the broader organization • Motivate Others: Encourage and empower others to achieve; adapt approach to motivate individuals; create enthusiasm, a feeling of investment, and a desire to excel 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 • 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 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 SUCCESS MEASURES: Employee Performance • Employee Satisfaction (survey results) and Morale • Employee Performance and Productivity • Employee Development (bench strength) • Teamwork (smooth operation flow) • Employee Empowerment • Retention Rate/Turnover Operational • 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 a SSC or EMD Education: • High School Diploma or equivalent (GED) • Associate of Arts or Bachelor of Science or Arts in Business, Healthcare or Appropriate Field of Study 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 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.