Operations Supervisor

Operations Supervisor

Emergency Medical Care Inc. (EMC) is a wholly owned subsidiary of Medavie Health Services (MHS) that manages and operates ground ambulance, air medical transport and the medical communications operations in Nova Scotia through a performance-based contract with the provincial government's Emergency Health Services (EHS) Operations division and the Department of Health and Wellness. As well, EMC operates TeleHealth/811 medical communications for Nova Scotia and Prince Edward Island for the Department of Health.

We access all communities in Nova Scotia in a timely and efficient manner with our fleet of more than 180 ambulances and support vehicles operating out of 60+ stations. We respond to 165,000+ calls annually across the province, which are actively managed through the EHS Operations Medical Communications Centre, the hub of all emergency (911) and non-emergency (hospital transfers) medical calls.

The EHS Operations LifeFlight program provides even greater accessibility by responding to patients on scene or through inter-facility transports by our critical care team via helicopter, fixed wing, or ground ambulance.

In addition, paramedics in Nova Scotia participate in various programs both urban and rural such as community-based paramedic programs, collaborative emergency centres, and emergency preparedness and special operations, to name a few.

There are lots of opportunities waiting for you in Nova Scotia. Apply now to learn more about our service and available positions.

This is a supervisory position ("management level capacity'') responsible to manage staff and systems to meet the performance requirements of the ambulance service in the operational site or area. As a leader amongst field staff, the Operations Supervisor will be responsible for providing clinical guidance and mentoring to staff. Major operational components of this position include supporting both the needs of the staff and the monitoring of the system status in the provision of pre-hospital care, maintenance of the monthly reporting process, and promotion and leadership in policy compliance. Key to this role will be the establishment of service direction, building of staff capabilities, and staff development through the ongoing performance management process.

Assessing and improving overall service area performance is expected - both current and long­ term to meet company objectives. The overall general role of this position is to direct and control the workforce in a positive manner. A core focus of this position is to develop and enhance healthy, ongoing dialogue with staff.

Integral with the role is a strong commitment to life-long learning and a desire to advance in a leadership role within the Organization. This supervisory position will take direction from and act in conjunction with the Regional Manager. In a capacity covering a broad range of duties, the mission will be to keep the overall operational status of the operational area of EMC fully functional while meeting or exceeding customer/patient expectations. The incumbent positively communicates company philosophy and policy so that there is shared realization of the company's goals in the operational area.

As an employee of EMC, we are accountable to our patients and coworkers by participating in and supporting all safety related initiatives, as well as acting in a manner that fosters a culture that focuses on patient safety and a safe workplace.

Duties and Responsibilities

The position entails, but is not limited to the following:

• Provide clinical support on a daily basis through involvement in medical response and education.
• Support the CQI process by working closely with CDP, Medical Oversight Physicians, and Provincial Medical Director and field paramedics.
• Investigate and report clinical incidents.
• Provide clinical mentoring and leadership.
• Support and participate in pre-hospital research initiatives.
• Lead the operational needs of paramedic field staff on a daily basis.
• Provide system status coverage through Watch Command Unit and ambulance work as needed including response to mass casualty incidents.
• Maintain daily online reporting,
• Receive, investigate and report on all internal and external service inquiries.
• Collaborate with MCC team to oversee ongoing ambulance capacity. Includes management of handoffs, off-load delays, PTU utilization, bariatric unit utilization, long -haul coordination, and ED backlog and shift over-runs. Also includes supporting a strong feedback loop between field staff and the MCC
• Promote EMC and EHS policy compliance through example, mentoring and coaching.
• Provide ongoing support for the scheduling and call-in and processes.
• Ensure Watch Command Unit is response ready and complies with fleet standards at all times.
• Participate in operation special projects as assigned by Regional Manager.
• Build and maintain a strong relationship with Regional Manager through daily interaction, monthly meetings and regular one-on-one time.
• Attend provincial and regional operational meetings as required.
• Review and report on daily, monthly and yearly operational performance.
• Attend ambulance collisions as required.
• Participate in the development and ongoing support of community paramedicine programs.
• Enforce controlled substance compliance with federal legislation and other relevant regulations.
• Strengthen an effective operations and corporate communications structure.
• Manage onsite special events.
• Support field paramedic's on a daily basis through formal processes (EAP, PFSS, OHS, health & wellness, payroll, WCB, STD and LTD) and informal processes (site visits, one-on-one meetings and impromptu conversations).
• Engage staff in a continuous Performance Management process.
• Mentor staff in a lifelong learning plan as part of their Performance Management process.
• Attend provincial and regional human resources meetings as required.
• Facilitate the implementation and execution of the collective agreement
• Participate in the recruitment, selection, hiring and orientation of new employees.
• Participate in staff retention, reward and recognition.
• Coordinate with System Support, land lords and preferred vendors to insure ongoing station maintenance needs are met within budget and in a timely fashion.
• Manage procurement processes in accordance with established max. and min. guidelines,
• Assist System Support with physical resources within the operational area.
• Manage Visa in accordance with procurement standards.
• Collaborate with System Support to insure the safety operational readiness of the fleet
• Coordinate attendance at external committee meeting where possible.
• Ensure delivery of a high quality of customer service
• Lead Senior Operations Paramedics and paramedics in the delivery of special programs and public relations within the operational area

Qualifications and Requirements

Education I Experience:

• Minimum five years' experience working as a paramedic.
• Three years or more in a progressively responsible leadership position.
• Previous experience as a SOP considered an asset.
• Successful completion of CPNS approved paramedic-training program.
• Registered with CPNS as a PCP or higher in accordance with Provincial regulations.

• Knowledge and/or expertise in EMS management, information technology, finance, and human resources.
• Licensed to work in Nova Scotia as a paramedic and a valid Nova Scotia Motor Vehicle Class 4 driver's license is required.

Knowledge & Skills:

• The fundamental supervisory skills required include demonstrated leadership, planning, organizing, directing and motivating staff.
• Able to exercise independent judgment and problem solve with discretion.
• Solid managerial/supervisory experience and formal business training and/or university diploma or degree is an asset.
• Effective written. Oral and presentation skills.
• Displays an overall aptitude for negotiation and dispute resolution skills: leads team members by example and practices good time management.
• Exercises a significant degree of discretion in the decision making process.

Physical Requirements

The employee will spend various periods of sitting, standing, walking, crouching, lifting, and /or carrying light objects. Required to maintain one position for possible long periods of time, such as sitting at meetings, or at a desk setting. Employee will be reading data or inputting data, report writing, operating a word processor, computer, calculator, and talking on the telephone. Use and be exposed to general office equipment such as fax, photocopier, printer, and personal computer. Exposure to occasional hazardous environments, inclement weather, shift work and on-call work. Occasional exposure to low to moderate noise levels. Operating a system vehicle under routine and emergency driving conditions.

Our goal is to be a diverse workforce that is representative of the citizens we serve. We are committed to building an inclusive team that represents a variety of backgrounds, cultures, races, perspectives and skills. We encourage applications from all qualified candidates including women, persons of any sexual orientations and gender identities and/or expressions, Indigenous persons, African