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, emotional or situational problems. The Field Operations Supervisor is responsible for supervising and coordinating activities of an Assistant Supervisor, Field Training Officer (FTO), Emergency Medical Technician's (EMT'S) and Paratransit Driver's in TransCare. As part of the supervision team, this position is responsible for the leadership and direction of field personnel assigned to their team. The Field Supervisor is responsible for the overall functioning of TransCare's daily operation. It involves independent work in the management and coordination of policies and procedures and performance management of TransCare field staff.

Strategic/Transformational Duties and Responsibilities

• 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

• Manages field operations, including coordination of staff and resources for ambulance operations; operates within budget limits and closely monitors expenses, including payroll hours.
• Supervises a team of an Assistant Supervisor, Field Training Officer, 20-30 EMT's and Paratransit Driver's; monitors and evaluates key performance metrics, including call time duration, hospital turnaround time, safety/incident frequency and quality of service outcomes.
• Meets regularly with assigned staff, including field visits, to review performance; drives superior performance and results by metrics and objective data.
• Trains and provides regular feedback in methods for performing effectively and efficiently, including patient care, customer service and reporting/documentation.
• Investigates external and internal incidents, reports and manages claims, complaints, incidents, injuries, accidents, etc.
• Manages processes and programs to ensure a high level quality of patient care and customer service.
• Maintains all regulatory compliance related to safety, health and risk management.
• Maintains a positive and professional working relationship with individuals within the community and EMS system, including attendance to marketing functions, when necessary.
• Maintains current state and county certifications; monitor's credentials and training requirements of staff; attends necessary continuing education (CE) courses and department meetings.
• Ensures the proper cleaning and stocking of service vehicles so staff are able to deploy in a timely manner with the necessary supplies.
• Assumes duties of the EMT or Paratransit Driver, as needed, to best serve our clients.
• Supports and implements the philosophies, objectives, policies, procedures and practices of TransCare and the Crisis Center of Tampa Bay.
• Performs other such duties as may be required by the Operations Manager.

Supervisor Responsibilities

Directly supervises a team of Assistant Supervisor, Field Training Officer, EMT's and Baker Act Driver's who perform their duties in the field. Performs supervisory responsibilities by training and coaching employees in accordance with company policies, applicable laws and company initiatives/goals. Responsibilities include interviewing, training and developing employees, appraising performance; rewarding, coaching and disciplining employees; addressing complaints and resolving problems. Acts as a change agent, and develops a high-performing team in the spirit of exceptional service to all internal and external partners.

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 and respectfully at all times. 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.
• Organization- Effectively manages time around goals, tasks, and deadlines. Shifts priorities and efficiently manages multiple tasks. Uses a systematic plan to prioritize work and resources to meet deadlines. Communicates problems that may adversely impact task completion to the appropriate personnel in a timely manner.
• Valuing & Fostering Diversity- Demonstrating 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- Taking of responsibility for one's behavior and well-being; Working effectively under stress and adapting one's style to changing situations; Comfortable working in a fast paced environment, and needs minimal supervision; Exhibiting a professional demeanor.

Education and Experience

• High School diploma or General Education Degree (GED).
• Obtain Florida EMT, ICS 100, 200 and 700, Baker Act training and EVOC within one year of hire date.
• One year of experience in EMS.
• One year of supervisory experience preferred.
• Florida Paramedic certification preferred.

Knowledge, Skills and Abilities

• Knowledge of the Baker Act standards as it applies to transportation of patients.
• Knowledge of and compliance with HIPPA regulations.
• Knowledge and compliance of Crisis Center policies and procedures, with the ability to explain through communication with staff.
• Microsoft Office experience is required with the ability to demonstrate computer skills in Word, Excel and Outlook. Experience with Computer Aided Dispatch software and electronic Patient Care Reporting is preferred.
• Thrives in a dynamic, fast-paced environment and able to work on various projects simultaneously, requiring strong organizational and time management skills.
• Ability to remain objective, discrete and exercise common sense at all times.

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 the field and partial time in an office environment. Operates computer and standard office equipment such as telephone and copier/printer. Work conditions may include emergency and stressful situations. The noise level in this work environment is usually moderate.

Travel: 60% of daily duties include meeting, coaching, training and assisting crews; travel is limited to local day travel.

Hours: Rotating Schedule-TransCare is open 365 days a year, 24-hours a day. This position may require after hours/weekend calls from staff, and may require holiday, evening and/or weekend work, including times of disaster.