Field Training Officer

America West Medical Transportation•Spring Valley, CA

5h•Hybrid

About The Position

The Field Training Officer (FTO) in Non-Emergency Medical Transportation holds a crucial responsibility: ensuring new drivers are ready to hit the road safely, efficiently, and confidently. They are not just trainers, but also mentors and evaluators, shaping the skills and knowledge of new hires. The FTO ensures all drivers are properly trained to safely and efficiently transport passengers, comply with company policies and safety regulations, and deliver excellent customer service. This role involves working directly in the field with drivers to assess their skills, provide real-time feedback, and ensure they meet the standards for quality and safety in non-emergency medical transportation. FTO’s are responsible for providing on-the-job training, guidance, and evaluation to ensure new hires are equipped with the necessary knowledge, skills, and confidence to perform their duties.

Requirements

Minimum of 3 years of experience as a Driver in non-emergency medical transportation
Valid State Driver's license required or CDL with relevant endorsements as required
Minimum 3 years of professional driving experience required in non-emergency medical transportation
Clean driving record (No more than 1 point)
Ability to successfully pass a drug test and health screening which includes alcohol, TB skin test and/or TB chest x-ray
Ability to pass a physical agility test
Ability to lift/maneuver 50 pounds
Proficiency in speaking and understanding English, strong communication skills
Ability to drive to various locations
Professionalism
Ability to use apps and electronic devices

Nice To Haves

Previous experience in a training, mentoring, or supervisory role is preferred
Experience in customer service or public transportation is an advantage
High school diploma or equivalent; additional certifications in transportation, logistics, or customer service are a plus
Bilingual language ability preferred

Responsibilities

Provide on-the-road training, hands-on training and mentorship to new and existing drivers in all aspects of non-medical transportation, including vehicle operation, passenger assistance, and customer service
Train drivers on the safe and efficient operation of vehicles, including managing routes, handling equipment, and adhering to traffic laws and company policies
Demonstrate safe and proper loading and unloading techniques, including ensuring passenger safety and comfort during transport
Ensure that all drivers are familiar with company software systems for tracking routes, service logs, and customer records
Educate drivers on all relevant safety protocols and regulations, including state and local traffic laws, vehicle safety checks, and emergency procedures
Train drivers to follow all company policies regarding safe driving practices, including speed limits, seat belt usage, distracted driving policies, and the safe handling of passengers (especially those with mobility issues or special needs)
Ensure that drivers comply with regulatory requirements, including maintaining proper vehicle documentation, valid driver’s licenses, and vehicle inspection reports
Monitor drivers' adherence to safety and compliance standards during training and in real-time operations, offering corrective feedback as needed
Evaluate trainees’ skills in real-world driving situations, assessing their ability to manage routes, time, traffic, and customer needs
Provide constructive feedback on driving performance, customer interactions, and adherence to company policies
Identify areas where additional training or coaching is needed and create individualized development plans to address any performance gaps
Conduct performance evaluations for each trainee to assess their readiness to handle independent driving duties
Ensure that all non-medical transportation services are delivered in a timely and safe manner, meeting customer expectations
Assist, guide and recommend in any operational issues, such as delays caused by call ins etc, accidents, or vehicle breakdowns, to minimize service disruptions
Train drivers on providing high-quality customer service, including communication with passengers, professionalism, and handling difficult situations
Emphasize the importance of being courteous, respectful, and empathetic toward passengers, particularly those with special needs or who may require assistance
Address common customer service challenges, including how to handle delays, service disruptions, or customer complaints in a professional manner
Maintain accurate training records for each driver, including progress reports, feedback, and training completion
Document any incidents or issues during the training process, including safety violations, customer complaints, or performance concerns, and report them to the Team Lead or Assistant Operations Manager, AOM.
Complete daily or weekly training reports outlining trainee performance, areas of improvement, and recommendations for further development
Provide ongoing coaching and mentorship to drivers even after the initial training period to ensure continued success in the role
Offer refresher courses or re-training sessions for drivers who may need additional support or have received feedback on areas needing improvement
Act as a resource for drivers when questions or issues arise during their shifts, offering guidance and problem-solving assistance in real-time
Instruct drivers on the proper use and maintenance of vehicles, including performing basic pre-trip and post-trip inspections to ensure vehicle safety and readiness
Ensure that drivers understand how to operate any additional equipment or assistive devices needed for passenger transport (e.g., wheelchair lifts, ramps, etc.)
Demonstrate vehicle maintenance routines and emergency procedures, such as what to do in case of a breakdown or accident
Other duties as assigned