Field Operations Supervisor

Crisis Center of Tampa Bay

4d•Onsite

About The Position

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 Field Operations Supervisor is responsible for supervising and coordinating is responsible for supervising and coordinating the field operations of assigned shifts and field personnel. As part of the supervision team, this position is responsible for the leadership and direction of an Assistant Field Operations Supervisor, Field Training Officer, and all field personnel assigned to their team. The Field Operations 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 Manage daily 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 Field Operations Supervisor, Field Training Officer, 20-30 EMTs, Paramedics, and Behavioral Health Attendants; monitor and evaluate key performance metrics, including call time duration, hospital turnaround time, safety/incident frequency and quality of service outcomes. In conjunction with the Operations Manager, dynamically manage the schedule for field personnel ensuring the agency is best fit to meet the changing demands of the community on a day-to-day basis. 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 on effective and efficient performance methods, including patient care, customer service, and reporting/documentation. Investigates external and internal incidents, reports and manages claims, complaints, incidents, injuries, accidents, etc. Report any observed trends or concerns related to scheduling, staff performance, or operational issues to the Operations Manager and Senior Director of TransCare. Monitor Samsara (vehicle camera system) to ensure appropriate staff coaching or corrective action occurs; update leadership team and NinthBrain as needed. Track employee time and attendance, including tardiness. Update points and draft corrective action when needed. Draft and distribute communication to staff as requested by management. Provide real-time safety alerts to field crews as needed such as incidents of severe weather and increased traffic due to city events. Draft performance improvement plans and corrective actions, as needed, and coordinate staff meetings to address issues in a timely, trauma-informed manner. Monitor and approve time sheets of assigned personnel. Manages processes and programs to ensure a high-level quality of patient care and customer service, in addition to ensuring accurate and complete documentation for billing purposes. 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 at marketing functions when necessary. Maintains current state and county certifications; monitors staff credentials and training requirements in conjunction with The Training and Quality Assurance Manager; attends necessary continuing education (CE) courses and department meetings. Ensures the proper cleaning and stocking of service vehicles so staff can deploy in a timely manner with the necessary supplies. Assumes duties of the EMT or Behavioral Health Attendant, as needed, to best serve our clients. In the absence of management, serve as the administrator and lead point of contact for TransCare operations and ensure the safety and security of the building. 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.

Requirements

High School diploma or General Education Degree (GED)
Successful completion and current FEMA ICS 100, 200, and 700A and Baker Act Training.
One year of experience in EMS
Knowledge of the Baker Act standards as it applies to the 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.
Thrives in a dynamic, fast-paced environment and is able to work on various projects simultaneously, requiring strong organizational and time management skills.
Ability to remain objective and discrete and exercise common sense at all times.

Nice To Haves

One year of supervisory experience preferred
Florida Paramedic certification preferred
Experience with Computer Aided Dispatch software and electronic Patient Care Reporting is preferred.

Responsibilities

Manage daily 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 Field Operations Supervisor, Field Training Officer, 20-30 EMTs, Paramedics, and Behavioral Health Attendants; monitor and evaluate key performance metrics, including call time duration, hospital turnaround time, safety/incident frequency and quality of service outcomes.
In conjunction with the Operations Manager, dynamically manage the schedule for field personnel ensuring the agency is best fit to meet the changing demands of the community on a day-to-day basis.
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 on effective and efficient performance methods, including patient care, customer service, and reporting/documentation.
Investigates external and internal incidents, reports and manages claims, complaints, incidents, injuries, accidents, etc.
Report any observed trends or concerns related to scheduling, staff performance, or operational issues to the Operations Manager and Senior Director of TransCare.
Monitor Samsara (vehicle camera system) to ensure appropriate staff coaching or corrective action occurs; update leadership team and NinthBrain as needed.
Track employee time and attendance, including tardiness. Update points and draft corrective action when needed.
Draft and distribute communication to staff as requested by management.
Provide real-time safety alerts to field crews as needed such as incidents of severe weather and increased traffic due to city events.
Draft performance improvement plans and corrective actions, as needed, and coordinate staff meetings to address issues in a timely, trauma-informed manner.
Monitor and approve time sheets of assigned personnel.
Manages processes and programs to ensure a high-level quality of patient care and customer service, in addition to ensuring accurate and complete documentation for billing purposes.
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 at marketing functions when necessary.
Maintains current state and county certifications; monitors staff credentials and training requirements in conjunction with The Training and Quality Assurance Manager; attends necessary continuing education (CE) courses and department meetings.
Ensures the proper cleaning and stocking of service vehicles so staff can deploy in a timely manner with the necessary supplies.
Assumes duties of the EMT or Behavioral Health Attendant, as needed, to best serve our clients.
In the absence of management, serve as the administrator and lead point of contact for TransCare operations and ensure the safety and security of the building.
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.