Operations Supervisor

Patriot Ambulance Service•Lansing, MI

About The Position

The Operations Supervisor oversees and leads service operations to support quality service delivery, operational flow, and staffing. This frontline leadership role supervises staff and teams, including other supervisors and support staff, and coordinates daily operational activities in accordance with approved policies and procedures. The role operates in a high-stress, fast-paced environment and requires clear, quick, logical, and objective decision-making during crisis situations. The Operations Supervisor manages shift staffing and deployment, guides and coaches staff, monitors service and patient-care operations, and responds to incidents and operational issues. The role also supports reporting and data analysis, equipment and vehicle readiness, employee training, policy compliance, and collaboration with internal departments and external stakeholders. Patient care may be provided as needed, and on-call responsibilities are assigned or required as necessary.

Requirements

Valid State of Michigan driver's license and approved driving status based on acceptable Motor Vehicle Record and insurance requirements.
Background check must be clear of a felony conviction.
Active EMT or Paramedic license in the State of Michigan.
Basic operational knowledge of computers and software applications.
Ability to generate reports, analyze and interpret data, and make decisions based on available information.
Effective communication skills, including excellent public speaking skills.
Ability to provide objective, effective, constructive, and positive coaching, counseling, or remediation to staff.
Excellent critical-thinking, organizational, interpersonal, verbal communication, and written communication skills.
Ability to objectively and accurately evaluate subordinate performance.
Ability to lead staff, prioritize, and think clearly and quickly.
Strong conflict-resolution and rational decision-making skills.

Nice To Haves

A minimum of 5 years of experience in a management or leadership role is preferred.

Responsibilities

Oversee staff in collaboration with appropriate Leadership Team members and provide direct oversight, communication, direction, and guidance to Supervisors.
Maintain an overall view of service operations and patient care.
Make staffing and deployment decisions for the current and upcoming shifts, manage service activities, and update staffing plans.
Provide in-the-moment leadership, coaching, and performance management to support effective staff performance and outcomes.
Communicate tactfully with staff, management, contracted facilities, external agencies, and other stakeholders.
Investigate complaints, issues, work-related injuries, and possible protocol or policy violations in collaboration with department managers or Leadership Team members.
Prepare and submit requested reports; collect and analyze data for trends, issues, or variances and recommend actions based on analysis.
Research, develop, prepare, or implement special projects, including surveys, statistical reports, and studies, as directed.
Guide and assist staff in their duties, and recommend or assist with training for employees whose performance is below expectations.
Assume initial operational control during situations or unusual incidents involving clients, staff, or vehicles, and communicate outcomes to the Leadership Team.
Represent the Company at meetings and relay developments and trends to management, the Leadership Team, and staff.
Support or provide patient care as needed, based on prioritized needs.
Promote a satisfactory work environment and positive working relationships with company staff, contracted facilities, external agencies, and other stakeholders.
Maintain a courteous and professional attitude and appearance in accordance with the company dress code.
Ensure shift staff report on time, are properly attired and fit for duty, and are ready at their job stations or vehicles in a timely manner.
Monitor and inspect equipment, stations, and personnel for compliance with company policies and procedures.
Coordinate, schedule, and direct repairs of company equipment, including vehicles, with Fleet Safety and Supply Chain to help prevent service disruptions.
Collaborate with Human Resources on hiring, investigations, payroll, and other functions.
Lead by example through adherence to company policies and procedures, and represent company integrity, philosophy, and values positively.
Assist with the development of company policies and procedures.
Collaborate with Supervisors, Field Training Officers, the Field Training Coordinator, Central Scheduling, and Education staff to support continuing education, in-service training, and the Field Training Program.
Ensure staff and vehicle drivers operate company vehicles and equipment safely and effectively in accordance with safety standards and company policies.
Recommend discipline to Human Resources for employees who violate company policies and procedures.
Create and maintain employee, incident, and operational records and files.
Ensure employees know and follow applicable policies and procedures and complete daily responsibilities on time.
Maintain on-call responsibility as assigned or needed.
Perform other duties as needed or directed.