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 Assistant Supervisor is first and foremost an Emergency Medical Technician (EMT), and supports this mission by responding to all assigned calls in the most appropriate and efficient manner, providing the highest standards of patient care, while providing a safe and hazard-free environment. In addition to field duties as an EMT, the Assistant Field Operations Supervisor also serves as a mentor, role model and educator to all field personnel and provides back-up support as the on-duty supervisor, supporting the Field Operations Supervisor and management team.
Strategic/Transformational Duties and Responsibilities
- Provides exceptional customer service and patient care as the first point of contact with the Crisis Center of Tampa Bay by safely transporting passengers with medical, physical, emotional, or developmental disabilities in a safe, courteous and professional manner.
- Identifies opportunities and elevates recommendations to enhance performance, staff development, operational process and efficiency, leading to empowered/engaged employees and increased profitability of TransCare.
Transactional/Administrative Duties and Responsibilities
- Trains, mentors and evaluates probationary EMT’s; provides regular feedback to Field Operations Supervisor regarding training progression to ensure successful transition of competent EMT’s prior to the completion of the 90-day introductory period.
- Attends and assists with new hire orientation, training and testing; evaluates and assists in the development and implementation of new or revised training programs.
- Serves as a mentor, role model and educational resources for EMT’s at all stages of EMT employment.
- When scheduled for a Supervisor shift, the Assistant Supervisor manages field personnel during their assigned shift and serves as the primary point of contact for any questions or concerns; documents any issues or concerns and escalates external and internal incidents to the Field Operations Supervisor; completes schedule coordination/changes, meets operational excellence standards and ensures a high level of patient care and customer service.
- Provides quality patient care utilizing thorough knowledge of protocols for all medical situations.
- Assesses, treats and transports patients with appropriate techniques, resources and equipment while maintaining the highest standard of patient care.
- Assists and secures passengers as required, including wheelchair transports.
- Maintains radio communication with the Systems Status Controller and responds to call in an expedited manner; follows predetermined route and/or daily manifest.
- Ensures operational excellence by meeting or exceeding the following metrics:
- Average on task time for a total call from beginning to end is 60 minutes or less.
- Average hospital turnaround time is 20 minutes or less.
- Accurately completes the electronic Patient Care Report (ePCR), including observations, emergency medical care of the patient at the scene and in transit, to the receiving medical facility for purposes of records and diagnostics; includes all insurance information for purposes of billing and reimbursement.
- Communicates professionally and exhibits a positive demeanor with all individuals; strives to develop a strong working relationship with peers and those in the EMS system.
- Completes required initial and ongoing training/continuing education (CEU) courses, as required, to maintain current state and county certifications and licenses.
- Arrives for scheduled shift on time and ready to deploy.
- Conducts pre-trip vehicle inspections to ensure sound vehicle operations; maintains an orderly ambulance and ensures the vehicle and equipment are clean, stocked, organized and response ready.
- Maintains thorough working knowledge of the ambulance and equipment, its function and use, and reports defective equipment and supplies to the Field Operations Supervisor, as required.
- Maintains a neat and professional appearance at all times in accordance with Company policy and Standard Operating Procedures.
- Adheres to all Company Policies and Procedures, TransCare Standard Operating Procedures and Medical and Protocol Manual; directs any questions or concerns to the Field Operations Supervisor.
- Reports observed issues or concerns related to field personnel to the Field Operations Supervisor.
- Performs other such duties as may be assigned by the Field Operations Supervisor.
- 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.
- 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
- Minimum of one year of service with TransCare
- High school diploma or equivalent
- Must be 18 years of age to meet auto insurance requirements
- Possess current Florida EMT certification
- Possess current Florida Class D driver’s license with acceptable driving history
- Possess current CPR Certification
- Maintain Hillsborough County PTC license
- Successful completion and current FEMA ICS 100, 200 and 700A and Baker Act Training
- Successful completion and current Emergency Vehicle Operators (EVOC) training and test
- Successfully complete Field Training Officer (FTO) training within 30 days of promotion
- Successfully complete Supervisory training, as required
Knowledge, Skills and Abilities
- Knowledge of Florida Chapter 401
- Knowledge of HIPPA requirements as it relates to patient confidentiality
- Knowledge of the Baker Act as it relates to TransCare Transportation Services
- Knowledge of EMS radio system and codes
- Knowledge and compliance of Crisis Center policies and procedures, with the ability to explain through communication with staff.
- Possess superior verbal and written communication skills with the ability to effectively communicate with patients, community partners, clients, peers and management
- Knowledge of crisis intervention and stress response and methods to ensure personal well-being
- Ability to act effectively in emergency and stressful situations
- Knowledge of body substance isolation; understands basic medical-legal principles
- Ability to physically restrain violent psychiatric patients and lift a stretcher with a patient
- Ability to understand and apply applicable policies and procedures
- Ability to determine work priorities and insure proper completion of work assignments
- Ability to remain objective, discrete and exercise common sense at all times.
- Ability to utilize problem solving techniques
- Ability to work independently
- Ability to establish and maintain effective working relationships with others
- Ability to wear and maintain uniform
Physical Demands/Working Conditions
Physical Requirement: Must have ability to lift and carry up to 125 lbs. Employee must be at to see, sit, climb or balance, hear, use hands, taste/smell, stoop, kneel, crouch, crawl, stand, walk, talk, and reach with hands and arms.
Working Conditions: Duties are performed primarily in a driving environment. Operates company vehicles designed with seats, benches, stretchers and/or wheelchair lifts. Occasional exposure to hazardous conditions and to blood/body fluids. Employee regularly works outdoors
Travel: Travel is limited to local day travel; primary functions are completed in an ambulance, medical transport vehicle or in a medical facility.
Hours: TransCare is open 365 days/year, 24 hours/day. Full-time personnel (36 scheduled hours/week) work 3, 12 hour shifts with varied start times (4:00am – 8:00am). Part-time (8-24 scheduled hours/week) work 1-2, 12 or 8 hour shifts with varied start times (4:00am – 8:00am). Employee should be available and willing to work varying shift hours as assigned to include nights, weekends and holidays. Employee may be re-called to duty in the event of a declared disaster or emergency.