Careers At The Crisis Center

Since 1972, the Crisis Center of Tampa Bay has been committed to bringing help, hope and healing to people facing serious life challenges. What we do and how we do it has changed dramatically over the years—and it will continue to evolve—but there is one thing that has never changed: the extraordinary dedication of Crisis Center volunteers, donors, and staff.

Director of TransCare Operations

Department: BLS
Location: Tampa, FL

Position Summary

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. TransCare is a social enterprise that the Crisis Center of Tampa Bay owns and operates. TransCare is a medical transportation division operating within Hillsborough County, Florida. The Director of TransCare is responsible for the leadership, performance and overall direction of TransCare. As the leader of the TransCare management team, this position is responsible for the oversight of day-to-day operations and achieving established operational and financial goals. This position requires the ability to work independently and as part of a team to ensure effective coordination and performance of our medical transportation company. The position requires supervisory experience in the medical transportation field or a similarly situated industry. The position also requires management and coordination of policies, procedures and staff performance.

Strategic/Transformational Duties and Responsibilities

  • Effectively manage all aspects of TransCare, the Crisis Center’s medical transportation division.
  • Establish financial, operational and safety goals in line with the mission of the Crisis Center of Tampa Bay.
  • Identify opportunities and make recommendations to enhance performance, staff development, operational process and efficiency, leading to empowered/engaged employees, superior customer service and increased overall performance of TransCare.
  • Develop and implement marketing strategies and actions to support business goals, and to enhance TransCare’s value to the Crisis Center of Tampa Bay and the community.
  • Involves staff and other stakeholders in the performance quality improvement (PQI) process, and uses data to improve services and outcomes.

Transactional/Administrative Duties and Responsibilities

  • Responsible for the overall management of daily field and administrative operations, including field supervision, ambulance and van dispatch and deployment, basic life support transportation, community paramedicine/mobile integrated health, mental health transportation and paratransit transportation services.
  • Responsible for establishing aggressive, yet attainable, trip targets and aids in business development activities, such as facility meetings, service presentations, networking, etc.
  • Operate within the budget limits for the current fiscal year; closely monitors expenses and proactively adjusts expenses to revenue.
  • Develop and establish measurement systems and monitor results in all areas of field operations, including operational performance metrics, customer satisfaction and financial management outcomes; complete long and short term planning goals for department.
  • Responsible for the development of policies, procedures and practices regarding all areas of field operations, including assisting in the implementation of such policies, to ensure quality patient care and customer service.
  • Working with the Director of Organizational Development and Quality Assurance and Training Coordinator, responsible for the management of quality assurance processes of ambulance operations, dispatch, customer service and documentation and interacting at all levels, both internally and externally, for continuous improvement.
  • Ensure all regulatory compliance related to safety, health and risk management is maintained; oversee timely completion of relevant safety and health training for all TransCare employees.
  • Responsible for ensuring that the department is compliant with all local, state, and federal laws (i.e. local, state and county regulations, HIPAA, and OSHA).
  • Responsible for oversight of external and internal incident investigations, reporting and management of claims, complaints, incidents, injuries, accidents, etc. in conjunction with a Human Resources representative.
  • Maintain a positive and professional working relationship with all levels of staff, vendors and individuals within the community and EMS system, including attendance to local healthcare councils, business development functions, when necessary, and client maintenance meetings on a regular basis.
  • Maintain current state and county certifications and attends Continuing Education (CE) courses, company and departmental meetings, including representing TransCare at Leadership Council.
  • Assume duties of operational staff, as needed or required.
  • Support and implement the philosophies, objectives, policies, procedures and practices of TransCare and the Crisis Center of Tampa Bay.
  • Supervise all assigned team members and provide leadership support to supervisors and indirect reports.
  • Perform other duties as may be required to meet the objectives of the department or CCTB.

Supervisor Responsibilities

Directly supervise the Operations Manager and Fleet Manager. Indirectly support the supervision and leadership of all other TransCare personnel. Perform supervisory responsibilities by managing and allocating employee resources in accordance with company policies, applicable laws and company initiatives/goals. Responsibilities include interviewing, hiring, training and developing employees; planning, assigning, and directing work (including scheduling); appraising performance; rewarding, coaching and disciplining employees; addressing complaints and resolving problems. Acts as a change agent, and develops a high-performing team in the spirit of exceptional service to all internal and external partners. This position has signing authority and manages a budget.

Required Competencies

  • 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. 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

  • Bachelor’s degree from an accredited college or university or equivalent combination of education and directly-related experience. Master’s degree preferred.

  • Minimum two (2) years’ as an EMT/paramedic. Florida Paramedic certification preferred.

  • Progressive leadership experience, including five (5) years’ supervisory experience

  • Possess ICS 100, 200 and 700, Baker Act certifications and EVOC training, or obtain within one year of hire date.

Knowledge, Skills and Abilities

  • This position serves on the Crisis Center of Tampa Bay’s Performance Quality Improvement Committee. Members of this committee need to have an understanding of (or ability to learn) the strategic implications and outcomes of services; appreciate the significance of stakeholders and providing the best possible service; have the ability to review data received across the organization; have the ability to brainstorm opportunities for improvement and change; and foster positive communication inside and outside of the team regarding the progress and outcomes.
  • Knowledge of Florida chapter 394, 395, 401 and 64E-2 Florida Administrative Code and recertification requirements.
  • Knowledge of the Baker Act as it related to TransCare.
  • Knowledge of trauma transport protocol.
  • Strong analytical and reasoning abilities.
  • Demonstrates interpersonal, coaching and listening skills with the ability to communicate positively within all levels of the organization.
  • Proficient knowledge of federal, state and local employment and wage laws and regulations.
  • Proficient knowledge of OSHA regulations.
  • Proven ability to remain objective, discrete and exercise common sense at all times.
  • Thrives in a dynamic, fast-paced environment and able to work on various projects simultaneously, requiring strong organizational and time management skills.
  • Microsoft Office experience is required with the ability to demonstrate computer skills in Word, Excel and Outlook. Experience with Computer Aided Dispatch software and electronic Patient Care Reporting is preferred.

Physical Demands/Working Conditions

Physical Requirement: Must have ability to lift and carry a minimum of 125 pounds. Employee must be able 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 an office setting. Operates computer and standard office equipment such as telephone and copier/printer. Employee may occasionally work outside performing Field Operations Supervisor and/or EMT responsibilities, when needed. Work conditions may include emergency and stressful situations. The noise level in this work environment is usually moderate.

Travel: Minimal; limited to day travel with occasional overnight travel for professional conferences or events.

Hours: M-F 8:00am – 5:00pm; TransCare is open 365 days a year 24-hours a day. This position may require after hours/weekend calls from staff, and may require holiday, evening and/or weekend work, including times of disaster.

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