Assistant Field Operations Supervisor

Position Summary

The Crisis Center of Tampa Bay brings help, hope, and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, and emotional or situational problems. The Assistant Field Operations Supervisor is, first and foremost, an Emergency Medical Technician (EMT) and supports this mission by responding to all assigned calls in the most appropriate and efficient manner, providing the highest standards of patient care while providing a safe and hazard-free environment. In addition to field duties as an EMT, the Assistant Field Operations Supervisor also serves as a mentor, role model and educator to all field personnel and provides back-up support as the on-duty supervisor, supporting the Field Operations Supervisor and management team.

Strategic/Transformational Duties and Responsibilities

• Provides exceptional customer service and patient care as the first point of contact with the Crisis Center of Tampa Bay by safely transporting passengers with medical, physical, emotional, or developmental disabilities in a safe, courteous, and professional manner.
• Identifies opportunities and elevates recommendations to enhance performance, staff development, operational process, and efficiency, leading to empowered/engaged employees and increased profitability of TransCare.
• Participates in the performance quality improvement (PQI) process and uses data to improve services and outcomes.

Transactional/Administrative Duties and Responsibilities

• Trains, mentors, and evaluates probationary EMTs; provides regular feedback to Field Operations Supervisor regarding training progression to ensure successful transition of competent EMTs prior to the completion of the 90-day introductory period.

• Attends and assists with new hire orientation, training, and testing; evaluates and assists in developing and implementing new or revised training programs.

• Serves as a mentor, role model, and educational resource for EMTs at all stages of EMT employment.

• When scheduled for a supervisor shift, the Assistant Field Operations Supervisor manages field personnel during their assigned shift and serves as the primary point of contact for any questions or concerns;

• Documents any issues or concerns and escalates external and internal incidents to the Field Operations Supervisor and Operations Manager.

• Completes schedule coordination/changes.

• Monitors Samsara (vehicle camera system) to ensure necessary coaching is done.

• Monitor time and attendance for assigned shift, update points in NinthBrain and draft corrective actions as needed.

• Meets operational excellence standards and ensures a high level of patient care and customer service.

• Provides quality patient care utilizing thorough knowledge of protocols for all medical situations.

• Assesses, treats, and transports patients with appropriate techniques, resources and equipment while maintaining the highest standard of patient care.

• Maintains radio communication with the Systems Status Controller and responds to calls in an expedited manner; follows predetermined route and/or daily manifest.

• Ensures operational excellence by meeting or exceeding the following metrics:

• Average on-task time for a total call from beginning to end is 60 minutes or less.

• Average hospital turnaround time is 20 minutes or less.

• Average response time is 15 minutes or less.

• Accurately completes the electronic Patient Care Report (ePCR), including observations and emergency medical care of the patient at the scene and in transit to the receiving medical facility for purposes of records and diagnostics; includes all insurance information for purposes of billing and reimbursement.

• Communicates professionally and exhibits a positive demeanor with all individuals; strives to develop a strong working relationship with peers and those in the EMS system.

• Completes required initial and ongoing training/continuing education (CEU) courses, as required, to maintain current state and county certifications and licenses.

• Arrives for scheduled shift on time and ready to deploy.

• Conducts pre-trip vehicle inspections to ensure sound vehicle operations; maintains an orderly ambulance and ensures the vehicle and equipment are clean, stocked, organized, and response ready.

• Maintains thorough working knowledge of the ambulance and equipment, its function and use, and reports defective equipment and supplies to the Field Operations Supervisor, as required.

• Maintains a neat and professional appearance at all times in accordance with Company policy and Standard Operating Procedures.

• Adheres to all Company Policies and Procedures, TransCare Standard Operating Procedures, and Medical and Protocol Manual; directs any questions or concerns to the Field Operations Supervisor or Operations Manager.

• Report observed issues or concerns related to field personnel to the Field Operations Supervisor.

• Performs other such duties as may be assigned by the Field Operations Supervisor.

Required Competencies

• Cooperation/Teamwork - Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.
• Engaging Communication - Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers.
• Customer Service (Internal & External) - Recognizes and attends to important details with accuracy and efficiency. Treats customers courteously. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers' long-term interests. Creates strategies to help the organization serve customers more effectively.
• Adaptability - Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast-paced environment. Is reliable, dependable and results oriented. Maintains productivity and composure under pressure. Effectively prioritizes work and establishes clear goals and plans.
• Problem Solving - Views problems as opportunities to create new solutions. Anticipates potential problems and analyzes alternative solutions.
• Judgment - Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions.
• Valuing & Fostering Diversity - Demonstrates respect for individual differences and establishing a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
• Self-Management - Takes responsibility for one's behavior and well-being; Works effectively under stress and adapting one's style to changing situations; Comfortable working in a fast-paced environment and needs minimal supervision; Exhibits a professional demeanor.

Education and Experience

• Minimum of one year of service with TransCare
• High school diploma or equivalent
• Must be 21 years of age to meet auto insurance requirements.
• Possess current Florida EMT certification.
• Possess current Florida Class D driver's license with acceptable driving history.
• Possess current CPR Certification.
• Maintain Hillsborough County PTC license.
• Successful completion and current FEMA ICS 100, 200, and 700A and Baker Act Training.
• Successful completion and current Emergency Vehicle Operators (EVOC) training and test.
• Successfully complete Supervisory training as required.

Knowledge, Skills, and Abilities

• Knowledge of Florida Chapter 401.
• Knowledge of HIPPA requirements as it relates to patient confidentiality.
• Knowledge of the Baker Act as it relates to TransCare Transportation Services.
• Knowledge of EMS radio systems and codes.
• Knowledge and compliance of Crisis Center policies and procedures, with the ability to explain through communication with staff.
• Possess superior verbal and written communication skills with the ability to effectively communicate with patients, community partners, clients, peers, and management.
• Knowledge of crisis intervention and stress response and methods to ensure personal well-being.
• Ability to act effectively in emergency and stressful situations.
• Knowledge of body substance isolation; understand basic medical-legal principles.
• Ability to physically restrain violent psychiatric patients and lift a stretcher with a patient.
• Ability to understand and apply applicable policies and procedures.
• Ability to determine work priorities and ensure proper completion of work assignments.
• Ability to remain objective and discrete and exercise common sense at all times.
• Ability to utilize problem-solving techniques.
• Ability to work independently.
• Ability to establish and maintain effective working relationships with others.
• Ability to wear and maintain uniform.

Physical Demands/Working Conditions

Physical Requirements:

• Unimpaired Mobility: Must be able to respond quickly to ambulance calls, must physically be able to access patients located in difficult terrain and dangerous environments and locations, must be able to climb stairs and other structures, must be able to work in close and dangerous environments, such as without limitation, damaged vehicles, and structures on fire, must be able to carry heavy equipment and patients.
• Physical Abilities: Must be able to perform strenuous physical requirements, including without limitation, lifting and moving of heavy equipment and patients in a variety of environmental and dangerous conditions, perform CPR and other lifesaving maneuvers. Water rescues may require the ability to swim at basic survival levels, and other exhaustive physical demands in emergent situations.
• Fine Motor Skills: Must be able to perform required medical skills and techniques, including without limitation, bandaging, splinting, and establishing an IV, performing endotracheal intubation and other advanced airway techniques, manual defibrillation, pleural decompression.
• Vision: Must have correctable vision that permits the safe operation of emergency vehicles, the reading of gauges, fine print and figures associated with emergent medical care and treatment; and color acuity to differentiate varying colors that may be necessary in providing emergency care and treatment.
• Hearing: Must be able to hear sufficiently to obtain information provided by patients, family members, bystanders, medical professionals, and other emergency personnel; and adequate hearing necessary to provide emergency care and treatment in active, distracting environments.
• Speech: Must be able to speak and enunciate clearly and at a level audible to others in loud conditions. Must be able to verbally communicate in stressful and distracting environments with patients, family members, medical professionals and other emergency personnel.

Working Conditions: Duties are performed primarily in a driving environment. Operates company vehicles designed with seats, benches, stretchers and/or wheelchair lifts. Occasional exposure to hazardous conditions and to blood/body fluids. Employees regularly work outdoors.

Travel: Travel is limited to local day travel; primary functions are completed in an ambulance, medical transport vehicle or in a medical facility.

Hours: TransCare is open 365 days/year, 24 hours/day. Full-time personnel (36 scheduled hours/week) work 3, 12 hour shifts with varied start times (4:00am - 8:00am). Part-time (8-24 scheduled hours/week) work 1-2, 12 or 8 hour shifts with varied start times (4:00am - 8:00am). Employee should be available and willing to work varying shift hours as assigned to include nights, weekends and holidays. Employee may be re-called to duty in the event of a declared disaster or emergency.

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.

CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation, and professional development practices without regard to actual or perceived race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability or certain classifications based on genetic information, marital status, or any other characteristic protected by federal, state, or local laws, regulations or ordinances.