Operations Manager Supervisor Jobs in Riverview, FL

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 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.

Supervisor Responsibilities

Directly supervises a team of Assistant Supervisors, Field Training Officers, EMTs, and Behavioral Health Attendants 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, 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. 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

• 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
• One year of supervisory experience preferred
• Florida Paramedic certification preferred

Knowledge, Skills and Abilities

• 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. (Experience with Computer Aided Dispatch software and electronic Patient Care Reporting is preferred.)
• 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.

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 partially in an office environment. The employee operates a computer and standard office equipment such as a 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. 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.