EMS Operations Supervisor

Global Medical Response; Bunker Hill (CT); On-site; USD 86,000 - 89,000; Full time

Job summary

Global Medical Response in Waterbury, CT is seeking an EMS Operations Supervisor to direct field personnel, supervise operations, and provide clinical oversight to ensure compassionate, high‑quality care and efficient service.

Role includes shift coverage, staff development, and coordination with facilities and partners to maintain readiness and performance standards.

Qualifications

• EMS field experience.
• Supervisory experience.
• Field training officer or instructor experience.
• Experience as a SSC or EMD.

Responsibilities

• Supervise field personnel and ensure shift coverage and staffing.
• Maintain clinical oversight and ensure protocol compliance for quality care.
• Coordinate operations during disasters or high‑demand periods.
• Investigate incidents, document findings, and communicate resolutions.
• Oversee narcotics storage, distribution, and accountability.
• Assist crews with resources, scheduling, and fleet readiness.
• Interact with facilities and field partners to ensure seamless service.

Skills

Discretion & confidentiality

Education

High School Diploma or GED

Paramedic or EMT certification

Job description

Waterbury, CT - Salary: $86,000 to $89,000 per year.

Job Description Summary

Emergency Medical Services (EMS) Operations Supervisor ensuring compassionate, high‑quality care and efficient operations while supervising field personnel, supporting business objectives, and upholding company standards.

Job Summary

Direct and support field personnel, manage operational effectiveness, provide clinical oversight, and assist with shift coverage as needed.

Key Responsibilities

• Ensure continuous quality improvement through clinical management and protocol compliance
• Investigate accidents and major incidents to gather information, resolve issues, and communicate findings
• Coordinate operations during times of disaster
• Gather information from customers regarding issues and problems, document complaints, and work with others for resolution to ensure customer satisfaction
• Provide appropriate resources to debrief caregiving personnel after particularly critical incidents (Critical Incident Stress Debriefing)
• Schedule crews to staff units, including re‑scheduling for employees on sick leave, and ensure crews are on the street at the beginning of their shifts
• Function as a crew Paramedic or EMT as required
• Manage the storage, distribution and collection of narcotics
• Provide support and assistance to the field personnel to help them achieve maximum performance
• Provide daily direction and clarity of expectations to field personnel
• Collect information, conduct meetings and resolve issues with regard to employee problems, issues and concerns
• Coach employees to perform at their highest levels and provide performance feedback
• Assist employees in career planning
• Provide support to crews by acquiring needed resources
• Participate in the resolution of union or non‑union grievances and administer the disciplinary process
• Communicate division and AMR information to field employees clearly, gather information from the field regarding company issues, and report and help resolve field‑management issues
• Partner with human resources to ensure the availability of employee counseling as necessary
• Identify needs and support continuous improvement in employee development through training
• Participate in orientation of new employees
• Administer company policies and procedures, as well as employment law in a consistent manner
• Interact daily with fire, police, hospital, physician group, nursing homes and other service providers regarding the integration and delivery of services and to manage the AMR image with facilities
• Participate in community service to enhance the image of the company
• Identify customer processes that lead to enhancements of service
• Supervise the daily operations of the field
• Collect paperwork and generate reports for management
• Assist crews in stocking trucks/units
• Ensure unit readiness by managing the fleet and materials
• Screen trip tickets
• Reinforce importance of complete, accurate, and timely completion of run reports
• Perform other duties as assigned

Qualifications

• Experience:
  • EMS field experience
  • Past supervisory experience
  • Field training officer experience or instructor experience
  • Experience as a SSC or EMD
• Education:
  • High School Diploma or equivalent (GED)
• Skills:
  • Ability to employ discretion and confidentiality
• Credentials and Licenses:
  • Current Paramedic or EMT certification (and other required certifications)
  • Driving policy in compliance with AMR policy regarding insurability

Working Conditions and Mental/Physical Requirements

Frequent physical activity such as kneeling, stooping, bending, carrying equipment, and continuous need for hearing, talking, and typing. Mental requirements include critical thinking, problem‑solving, and decision making under uncertainty.

Reporting Relationships

Reports to: Operations Manager. Interrelationships: Operations; Operations Management.

EEO Statement

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.