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10 Dec 2020

EMS Field Operations Manager

Armstrong Ambulance Service – Posted by Rich Raymond Arlington, Massachusetts, United States

Armstrong Ambulance

Job Description


The Field Operations Manager is responsible for providing direction to assigned EMS personnel as a first-line supervisor in areas of patient care, training, safety, personnel supervision, communication, facilities, apparatus, and equipment operations.  This individual is responsible for providing patient care at their certified skill level when circumstances call for additional support.  The individual has designated administrative and functional responsibilities in the company as assigned by the Director of Field Operations.



Supervise daily shift activities of assigned personnel for adherence to company standards and state protocols, including but not limited to:

o   Monitoring tardiness, absenteeism, and overtime;

o   Proper uniform compliance;

o   Completion of assigned duties within appropriate time frames;

o   Response of personnel to calls within appropriate time frames;

o   Evaluating appropriate patient care through on-scene assessments and review of run reports; and

o   Appropriate utilization of PPE.

  •         Ensure compliance with all applicable local and state laws, including regular reviews of employee credentials and vehicle inventories.  Ensures adherence to company policies and procedures.
  •         Provides individual coaching and counseling to field crew members in regards to operational procedures and medical protocols.
  •         Evaluates job performance, work procedures and attendance.   Conducts annual performance reviews for assigned personnel as requested.  Recommends disciplinary action as appropriate.

continuous quality improvement:

  •         Conducts daily review of run reports of assigned staff for accuracy and completeness.  Assigns staff to review, correct or change unsatisfactory reports.  Reviews KPI reports and communicate results as appropriate with personnel.
  •         Participates in the development, formulation, modification, and implementation of department policies, standards, regulations, and general operating guidelines and procedures associated with EMS delivery.   Recommends changes in policies, procedures, and operations.
  •         Participates in emergency medical training of other EMS personnel.  Assists in the development and implementation of training and quality improvement programs instituted by the company.
  •         Evaluates new equipment, devices or treatment techniques as approved by the Medical Director and Operations Manager.

Vehicles, bases & Equipment:

  •         Inspects crews, posts, quarters, and ambulances to ensure conformance with company standards.  Disseminates supplies equipment and paperwork as needed. Ensures that all check sheets are completed.
  •         Performs random audits to assure operational readiness as per company standards and state protocols.
  •         Responsible for the requisition, distribution, and inventory control of medical supplies and equipment pertaining to EMS operations; issues supplies and equipment to crews as needed.
  •         May be assigned to act as the company’s designated Controlled Substances Coordinator, responsible for the requisition, distribution, and inventory control of approved narcotics and medications per the company Controlled Substances Policy CS-001049.
  •         Coordinates general maintenance of assigned bases and vehicle units.
  •         Assures assigned supervisor vehicle and equipment are in good working order and are appropriately stocked and equipped.  Uses emergency medical service radio/communication system equipment to monitor and report activities.
  •         Maintains familiarity with all equipment used in Emergency Medical Service.

Major incident/accident supervision:

  •         Operates specially equipped support vehicles to respond to medical emergencies.  Provides on-scene incident management command within the EMS Incident Command System as required.
  •         Manages resources, personnel, and equipment at complicated emergency scenes, including mass casualty incidents and hazardous materials accidents; Conducts initial scene assessments and coordinates medical resources on the scene of incidents.
  •         Performs initial investigation and documentation of Armstrong vehicle accidents, personnel injuries, bloodborne or airborne pathogens exposures to Armstrong personnel, and incidents involving injuries to the general public or property damage.
  •         Responds to emergency medical calls as a Supervisor; performs necessary rescue work and administers emergency medical care within the scope of his/her training.
  •         Ensures all required forms and reports for incidents are completed within allotted timeframes and submitted to appropriate managers for follow up.  Directs/assists personnel with reports, as necessary.  Includes, but not limited to, Incident Reports, Injury/Exposure Reports or Crash Operator Reports.
  •         Investigates service inquiries, incident reports, accidents, and injuries in coordination with the Risk Manager.  Recommends or imparts discipline as required.

communications & administrative:

  •         Establishes and maintains relationships as a liaison between field personnel and administrative/support departments regarding trip reports, work schedules, education and training, payroll, CQI.
  •         Communicates with the Director of Field Operations and other upper management.  This includes issues, problems, conflicts, actions, or recommendations for improvement which develop in the performance of the Operations Manager position.
  •         Communicates changes to company policies and procedures with assigned personnel.  Provide updates on company performance and upcoming events with crews.
  •         Consistently engages in problem and conflict exploration review, analysis, and resolution strategies consistent with this job description as well as Organizational Policies and Procedures.
  •         Attends and participates in Management meetings, CQI activities, and continuing education.  Meets with company health care partners for the purpose of ensuring that Armstrong’s services are meeting their needs.
  •         Participates in the orientation of new employees, EMS students, and third-riders.
  •         Assists in resolving dispatch, system status, and operational difficulties or concerns as necessary.


  •         May assist in the hiring, counseling, and evaluating of staff.
  •         Participates in drills and exercises and supports organizational committees as needed.
  •         May serve as an EMT/Paramedic when circumstances require supplemental staffing, in accordance with their scope of practice and all governing protocols. This includes lift assists, P/B staffing, etc…
  •         Monitors and maintains department Infectious Control Program and Wellness and Fitness Program.
  •         Performs related duties as assigned.
  •         Performs all activities in accordance with company standards.

Company Policies

o   Performs all duties in a safe, courteous, confidential, and professional manner.

o   Maintains a positive and professional image by being well-groomed and properly attired at all times.

o   Maintains response readiness consistent with the company’s response criteria.

o   Mentors, trains, and encourages fellow staff as needed, to help them attain their full potential.

o   Completes all reports legibly, accurately, and on a timely basis.

o   Maintains confidentiality of all customer and Armstrong information.


All Employees of Armstrong Ambulance are required to read and sign a ‘Confidentiality Agreement’ which includes the following expectations of employees:

  • Employees are expected to protect the privacy of all patient information in accordance with Company policies, procedures, and practices, as required by Law, and in accordance with general principles of professionalism as a health care provider.
  • Employees may access protected health information and other patient information only to the extent that it is necessary to complete job duties and may only share such information with those who have a need to know specific patient information to complete their job responsibilities related to treatment, payment, or other company operations.
  • Employees are encouraged and expected to report, without the threat of retaliation, any concerns regarding the company’s policies and procedures on patient privacy and any observed practices in violation of that policy to the designated management personnel.


Qualified candidates will have considerable knowledge of the Commonwealth of Massachusetts OEMS protocols and other laws governing EMS agencies.  He/She should demonstrate the ability to perform calmly and efficiently in crisis conditions.  Field Operations Managers must be able to manage multiple tasks in an effective and efficient manner while overseeing the day-to-day activities of assigned locations and personnel.  They must show that they have the ability to supervise and evaluate the work of others, as well as provide leadership, motivational and problem-solving capabilities.   He/She will work independently, with minimum supervision, and will take initiative to prevent or correct problems they identify in the field.  The Field Operations Manager will present a regulation appearance to be used as a benchmark for other employees.

Education and/or Experience:    Eligible candidates will have:

  •    Minimum of four (4) years of field experience as a Paramedic;
  •    At least two (2) years of experience in a supervisory position, preferred;
  •    Bachelor’s Degree in Emergency Medical Services is preferred, (or equivalent based on experience and education); and
  •    Completion of training in basic supervisory and management skills (within 6 months)

Certificates, Licenses:  Candidate must maintain:

  •    Paramedic certificate;
  •    Valid Massachusetts driver’s license; and
  •    Certification in Advanced Cardiac Life Support (ACLS)
  •    Certification in Pediatric Advanced Life Support (PALS)
  •    P/B inter-facility transfer class training
  •    Successfully completes required training programs in Hazmat, MCI Management (NIMS 100, 200 & 700) prior to completion of classroom orientation, or within 7 business days of starting date.

Language Skills:

Position requires frequent contact with the public, medical staff, fire and police personnel, and peers which requires strong interpersonal and communication skills.  Ability to communicate effectively in writing and verbally.

Mathematical Skills:  

Ability to add, subtract, multiply, and divide all units of measure using whole numbers, common fractions, and decimals. Able to compute rate, ratio, and percent, and interpret EKG charts.

Reasoning Ability:  

Candidates must have the ability to use sound judgment when applying written laws, policies or procedures to specific situations.

Additional Skills:  

  •    Training in Zoll®AutoPulse®, Lucas2, or similar automated CPR device, preferred
  •    Ability to operate bio-medical telemetry and two-way radio equipment;
  •    Above-average familiarity with metropolitan Boston area EMS infrastructure and geography.
  •    Ability to maintain records and prepare clear and concise reports using basic Microsoft Office applications (Word, Excel, Outlook); familiarity with Right-Cad PCR software.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. In order to verify that the candidate/employee can perform the essential functions of this job, a Physical Agility Test may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must:

  • Regularly lift carry, push, and/or pull up to 50 pounds (i.e., equipment).
  • Frequently lift, carry, maneuver and balance 125 lbs. (200-300 lbs. with a partner) on both even and uneven surfaces including ascending and descending stairs, and in confined workplaces.
  • The employee is regularly required to stand, sit, and walk and is frequently required to climb or balance; stoop, kneel, crouch, crawl; and taste and smell.
  • Work in stressful conditions surrounding accidents/sites, where there is a danger of injury, loss of life and significant emotional stress.
  • Utilize both gross and fine motor skills of the upper extremities in providing patient care including regular use of hands to finger, handle or feel, and reaching with hands and arms.
  • Work in environments that may affect the respiratory system or the skin and which may include the use of a personal respirator and other personal protective equipment.
  • Specific vision abilities include near and far distances, peripheral vision, depth perception, ability to adjust focus, and ability to determine color differentiations.
  • Armstrong Ambulance reserves the right to test employees with its Drug-Free Workplace policy. Random drug tests may be conducted for positions that are safety-sensitive.

Mental Effort

  •         High concentration/intensity.
  •         Normal memory, taking into consideration the amount and type of information.
  •         High complexity of decision making.
  •         High time pressure of decision making.


The work environment is representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The work environment is frequently hectic with exposure to highly emotional situations.
  • Regular scheduling involves long shifts and regularly scheduled and unscheduled overtime.
  • The employee frequently works in outside weather conditions.
  • The employee occasionally works near moving mechanical parts and in high precarious places and is occasionally exposed to wet or humid conditions, fumes or airborne particles, toxic or caustic chemicals, extreme cold, and risk of electrical shock from cardioversions, blood and body fluids, and associated pathogens.
  • The noise level in the work environment is usually moderate, but may be high at times due to vehicle, highway, and mechanical equipment noise.

Armstrong Ambulance Service is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

How to Apply

Apply via Armstrong's recruitment portal.

Job Categories: Full-Time. Job Types: EMS.


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