POSITION SUMMARY
The EMS Operations Director is the senior operational leader responsible for ensuring the effective and efficient delivery of emergency medical services at the Richmond Ambulance Authority. This position provides executive oversight of all frontline operational functions, including Field Operations, the Communications Center, and Emergency Management. It reports to the Deputy Chief Operating Officer and ensures consistent service delivery, clinical performance, system reliability, regulatory compliance, and alignment with agency standards and strategic priorities. This position also acts as a conduit between tactical operations and executive leadership, ensuring operational output directly supports organizational performance, safety, and mission readiness.
POSITION DUTIES AND RESPONSIBILITIES
Operational Oversight:
- Maintains a visible leadership presence to support the Operations supervisors and employees
- Oversees development and implementation of field and communications center scheduling practices to ensure consistent 24/7 coverage and operational efficiency
- Collaborates on field technology initiatives including ePCR platforms, AVL systems, and mobile communications tools
- Provides direct leadership for all field response operations and command staff
- Ensures effective shift coverage and deployment aligned with system status management
- Oversees operational coordination between field, communications, and logistics units
- Supports and evaluates field leadership performance, including supervisory development and accountability
- Maintains real-time readiness and operational integrity across shifts, including escalation and response to high-risk or high-acuity events
- Oversees implementation of corrective actions resulting from incident reviews or audits
Personnel Supervision:
- Monitors staffing trends, overtime burden, and workload distribution to support employee wellness and fatigue management
- Develops succession strategies and mentorship opportunities for supervisory and emerging leadership staff
- Supervises Field Operations Supervisors, Communications Captain, and Emergency Management Captain
- Provides coaching, performance evaluations, and initiates disciplinary actions, when necessary, in accordance with agency policy
- Serves as the final operational authority on daily performance matters for subordinate operational units
- Promotes a culture of professionalism, clinical excellence, and employee engagement across operational teams
Compliance and Clinical Quality:
- Ensures field and communications operations comply with HIPAA, OEMS, federal, state, and local EMS regulations, as well as applicable accreditation standards such as CAAS or ACE
- Coordinates with the agency's Clinical Team to ensure protocol adherence and clinical consistency
- Reviews performance trends and incident data to identify training or compliance gaps
- Oversees completion of incident and complaint investigations, ensures timely documentation and resolution
Planning and Interagency Coordination:
- Collaborates with agency directors to ensure alignment across clinical, business, and operational domains
- Supports equitable access to EMS services across all communities served, identifying barriers to care or response patterns requiring adjustment
- Serves as the agency’s operational point of contact for multi-agency coordination and disaster response planning
- Supports resource staging, coverage planning, and operational forecasting for planned events and surge conditions
- Maintains operational readiness policies and participates in drills and real-world responses as needed
- Collaborates with public safety partners and regional EMS assets for system alignment
Administrative Oversight:
- Monitors and interprets key operational metrics (e.g., response times, crew availability, incident volume) to support informed decision-making and continuous improvement
- Collaborates with internal stakeholders and external vendors to evaluate and implement innovations that improve service delivery or clinical efficiency
- Serves as the approval authority for Standard Operating Guidelines (SOGs) affecting field and communications operations and leads the review and revision process to ensure effectiveness and compliance
- Develops and monitors operational budgets in conjunction with senior leadership
- Provides reports, briefings, and recommendations to the DCOO and COO on field operations performance and issues
- Ensures operational documentation is accurate, timely, and complete across teams
Other Duties:
- Maintains familiarity with the agency’s continuity of operations plan (COOP) and may assume delegated authority during major disruptions
- Participates in strategic planning processes and agency-wide initiatives
- May serve in acting capacity for the Deputy Chief Operating Officer when designated
- Performs additional responsibilities consistent with the scope of operational leadership as assigned by the Deputy Chief Operating Officer and the Chief Operating Officer
MINIMUM REQUIREMENTS
Minimum Qualifications:
- Associate Degree or 60 semester hours from an accredited institution; Bachelor’s degree preferred
- Minimum of eight (8) years EMS experience, including at least two (2) years of supervisory experience
- Certified Paramedic in the Commonwealth of Virginia
- Current and must maintain valid CPR, ACLS, PALS, PHTLS Certification
- ICS 100, 200, 700, and 800 certifications
- Demonstrated experience in system status management and unit hour production
- Completion of new hire medic orientation and ability to function as a cleared Paramedic within the RAA system
- Strong understanding of EMS operations, incident command, and regulatory standards
- Excellent written and verbal communication skills
- Valid Virginia driver’s license and acceptable driving record
Preferred Qualifications:
- Bachelor’s degree in business, public administration, health services administration, emergency medical services, or related field
- Experience managing cross-functional EMS teams or multi-agency coordination
- Familiarity with EMS data systems, CAD platforms, and field performance analytics
- Completion of ICS 300 and 400 or obtained within 2 years
PHYSICAL DEMANDS
- Must be able to remain in a stationary position for extended periods
- Must be able to operate standard office equipment
- Must be able to lift up to at least 25 pounds independently and 150 pounds with assistance occasionally
- Must have substantial movements of the body, wrists, hands, and or fingers
- Must be able to travel locally to meetings and healthcare facilities
- Must be able to work in various environmental conditions as well as temperature changes
- Must have visual acuity sufficient to review data and reports
- Must be able to hear and communicate effectively in meetings or presentations
PERFORMANCE EVALUATION
The EMS Operations Director is evaluated bi-annually by the Deputy Chief Operating Officer based on operational effectiveness, leadership performance, work quality, communication skill, and compliance with agency policies and procedures.
CONDITIONS OF EMPLOYMENT
- Subject to pre-employment and random drug screening, fingerprint-based background check, and physical ability test
- Must maintain all required licenses and certifications as a condition of continued employment
- Successful completion of a probationary period is required for all new hires
GENERAL POSITION PARAMETERS
- Full-Time, Salaried, Exempt
- Target Pay Range: $100,129 - $107,290 annually
- Subject to 24-hour availability and operational recall as needed
- Primarily day shift with flexibility for evenings, weekends, or incidents
- Reports onsite and in the field as required