Field Supervisor, Boston Division
A dual role. A supervising leader who may also practice as a clinician, assigned to the Boston division.
Department
Operations
Division
Division 1, Boston
Reports To
Regional Director of Operations
Level
Level 3, Supervisor
Direct Reports
Team members working the assigned area
FLSA Code
Exempt
Employment Status
Full time
Compensation
$62,000 to $105,000 annually, depending on certification level and experience
Service Line
Primarily interfacility transport across the Boston division
Scope
Division 1: the bases and communities Brewster serves in and around the city
POSITION SUMMARY
The Field Supervisor is the first line of supervision for the team members working an assigned area. The role remains present through the shift, coaches in the moment rather than at review, keeps stations, bases and units ready, takes initial command at a significant incident, and delivers the service promised to the municipality or the facility.
This assignment is Division 1, Boston, rather than a single contracted municipality: the bases and communities Brewster serves in and around the city. The work is to manage and lead the team members performing primarily interfacility work, at all levels of service and acuity, and the role moves between bases and sending and receiving facilities rather than holding one station.
It is a dual role. The Field Supervisor supervises and may also practice as a clinician at their certified level, supporting the field providers at the point of care, and works with the Command Center on the movement of resources through the shift.
The purpose of the role is patient care: a supported field provider, a controlled scene, a sound clinical decision, the right level of care for the transfer, and additional resources requested promptly when a call requires more than one unit.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Operational performance management
Monitors and achieves the operational metrics for the assigned area: response times, chute times, unit downtime and the other measures the service is held to. Works the gap where performance is off target rather than only reporting it.
Assesses daily staffing needs and reports them to Scheduling and Deployment and the Command Center, so a gap is resourced by the people who hold the schedule. This role does not build or change the schedule, but works collaboratively to fill shifts.
Ensures team members have the equipment and disposables required to meet compliance and to care for their patients successfully, and partners with the Operations team to keep them supplied.
Works collaboratively with Scheduling and Deployment and the Command Center on coverage: provides what the area requires, who is available and the relevant local knowledge, and supports the decision they make.
Monitors how the team members are working, including the pattern behind a unit that is consistently delayed. Supports the team members and addresses the cause rather than recording the occurrence.
Ensures the Brewster standard is upheld in the assigned area: company policy and procedure, including time and attendance, uniform and appearance, and the behavioral competencies expected of every team member. Educates, explains and teaches the standard and supports the team members to meet it, manages, coaches, counsels and corrects
where it is not met, including formal corrective action.
Takes a solution oriented approach: identifies the barriers that make the work harder than it needs to be and removes them through teamwork, collaboration and innovation.
Completes all required reporting, including the end of shift report before going off duty: what happened in the area, what was resolved, what remains outstanding, and what the incoming supervisor needs to pick up.
Escalates what cannot be resolved at this level to Operations leadership.
The assigned area
Responds to significant incidents, mass casualty and unusual medical incidents in the assigned area, and takes initial command until relieved.
Updates the Operations leadership team on an evolving, ongoing or major incident while it is running rather than after it closes: what is happening, what resources have been committed and what is needed.
Inspects the assigned stations and bases for cleanliness, organization and readiness, sets the standard by example, and works alongside the team members to complete what is needed.
Inspects ambulance readiness: cleanliness, mechanical condition, required equipment present and in date, and stock at par level. Escalates a unit that is not fit to operate.
Verifies that field personnel carry the certification and licensure the state requires.
Maintains compliance in the assigned area with every regulation the service operates under, including state Emergency Medical Services regulation, Department of Public Health requirements, OSHA, HIPAA and the municipal or facility contract, resolving what can be resolved at the time and reporting the rest.
Oversees the interfacility work in the assigned area, so that transfers are staffed at the required level, units are equipped for the transfer assigned, and the service promised to the facility is delivered.
Participates in the hospital and facility relationships while on duty: knows what each facility expects, resolves a service issue at the time, raises a recurring problem for the company to address, and may attend the internal and partner meetings the area requires.
Monitors turnaround, wait time and transfer delay across the assigned area, identifies the cause of a recurring delay, and addresses it with the Command Center and the facility rather than absorbing it.
Supports specialty and higher acuity transfers, confirming the assigned providers hold the required capability and are equipped before departure.
Meets the needs of the communities served, and raises the changes the company must make to continue meeting them.
Team members
Knows the team members working the assigned area and owns their experience of it: who they are, how they are performing, what they need to do the job well, and the conditions they are working in.
Supervises the team members on duty in the assigned area and remains accessible to them throughout the shift.
Coaches team members in the moment, and uses calls as teaching and evaluation opportunities.
Reinforces operational documentation standards and assists with addenda to free calls from operational hold.
Clears outstanding documentation, including missing physician certification statements and unsigned records, ahead of the deadlines that affect the record and the claim.
Supports performance management: contributes to evaluations, tracks what was coached and whether performance changed, and raises a pattern rather than a single event. Supports training and quality improvement with Education and Clinical Services.
Advocates for the team members while upholding the Brewster standard: carries what they raise to the people who can resolve it, and reports the outcome back, including when a request is declined.
Responds to team member injuries, accidents and exposures, supports the person, and completes the supervisory report.
Responds in person after a difficult or unusual call, checks on the team members involved, arranges time out of service where it is needed, requests or takes part in a debriefing, and connects them to peer support, critical incident stress management and the employee assistance program.
Other duties
Performs other duties as assigned, consistent with the level and scope of this role.
BEHAVIORAL COMPETENCIES
Clinical Credibility. Works at full proficiency at their level of certification, and holds the confidence of the team members on a clinical decision.
Supervising Former Peers. Holds the standard with people they recently worked beside, consistently and without making it personal.
Availability. Reachable and present throughout the shift, not only when a problem escalates.
Leads by Example. Works to the standard asked of others.
Coaching and Support. Gives feedback close to the event, follows up, and approaches team members to support the work rather than to inspect it.
Ownership of the Team Member Experience. Understands the conditions the team members work in and acts to improve them rather than only to measure them.
Partner Credibility. Represents Brewster to a municipal, hospital or facility partner as credibly as to a team member.
Ownership of the Assignment. Treats the assigned area as a responsibility rather than a location worked.
Speaks Up. Raises a concern about a unit, a partner or a patient without waiting to be asked, and submits improvement ideas.
Sound Judgment. Decides well under stress and holds to the ethical standard without supervision.
Communication. Gives and takes verbal and written instruction clearly, and writes a record someone else can rely on.
WHAT SUCCESS LOOKS LIKE
Stations, bases, vehicles and equipment are ready, and deficiencies are reported rather than absorbed.
The schedule for the operating area is filled and accurate.
Team members are working efficiently, and where they are not the cause is identified and being addressed rather than recorded.
Team members report the job is supported: a supervisor knows them, responds to them and reports back.
Injuries, accidents and exposures are responded to the same day and documented properly.
Patient care records and addenda are completed on time, and nothing outstanding reaches billing or audit.
The partners served know their supervisor by name and raise issues to them first.
QUALIFICATIONS, ABILITIES AND CONDITIONS
Qualifications, held at hire
Current Massachusetts certification as an Emergency Medical Technician, Advanced Emergency Medical Technician or Paramedic. The level required is system dependent, and this assignment may be held at any of the three levels.
Current CPR certification.
At least two years of experience at the level certified. Supervisory or lead experience preferred.
Incident Command System certification: ICS 100, ICS 200, ICS 700 and ICS 800, held at hire or completed within the first ninety days.
High school diploma or General Education Degree (GED). Bachelor's degree preferred.
Compliance with drug screening at any time.
Abilities
Holds supervision as the primary role, and practices clinically without letting it displace that.
Works without direct supervision for much of the shift, and brings a decision that exceeds the role to Operations leadership rather than carrying it alone.
Covers an area rather than a single location, and prioritizes where presence has the greatest effect.
Works proficiently with the company's operational systems and standard office software.
Conditions
Assigned to Division 1, Boston. The bases and communities covered are stated at appointment.
May be asked to cover another divisional area, or to support the company elsewhere, where operational need requires it.
Anchored to a division, with review and development held by the Regional Director of Operations.
Available for assignment across the shifts the division requires, including nights, weekends and holidays.
Regular travel across the assigned area, with a valid driver's license and a motor vehicle record within company standards.
Physical requirements and work environment
This is a uniformed position.
The role is field based. Work is carried out in a company vehicle, at scenes, in stations and bases, at hospitals and public safety facilities, and in all weather and road conditions, with prolonged driving, standing, walking, stairs and uneven ground.
Meets the physical, mental and sensory requirements of a practicing clinician: lifts and maneuvers one hundred and twenty five pounds or more with assistance, including up and down stairs repeatedly, sits, stands or kneels for long periods, bends, stoops and crawls as necessary, and works at times in low light, in confined spaces and in a moving vehicle.
Potential exposure to blood and body fluids, infectious disease, traffic, noise, extremes of temperature and distressing scenes.
