Managing Volunteers in EMS

Transcription

1 Managing Volunteers in EMS Presented By Chief Bruce W. Edwards Virginia Beach EMS

2 Overview Virginia Beach- Location & Characteristics Brief history of Virginia Beach EMS EMS Structure and Composition Department Core Values Virginia Beach Operational Philosophy Summary of Take home points 2

3 Commonwealth of Virginia 3

4 Virginia Beach Characteristics 4

5 History Milestones Early 1940s-Independent Squads Form Summer 1968-A centralized CPR program is created August 1973-Emergency Coronary Care Program begins First ALS in Virginia First all volunteer ALS program in Nation Summer of 1975-The City Office of EMS forms The squads associate into a confederated structure The organization is directed by a council of volunteer squad captains. 5

6 Milestones con t In 1984 the Department of EMS is created Squad members become Department members under a central control structure There is one director in charge and one medical director In early 1990 the numbers grow to 700 members In early 2000 the call volume increases to 35,000 calls per year In 2004 Career medics are added to augment volunteers as call volume rises to 35,000 calls per year 6

7 VBEMS Today Call volume currently exceeds 38,000 calls per year The 10 Squads have nearly 1000 volunteers They have 35 ambulances, all squad owned 83% of ambulance staffing is performed by volunteers There are five volunteer specialty teams SWAT Medic Group Marine Rescue Team Search and Rescue Team Medevac Medic Group Beach lifeguard Team 7

8 VBEMS Today continued City Assets 36 career medics and supervisors 24 career support staff members (Recruitment, Retention, Training, and Administration) City budget of over $7 million 8

9 Volunteer Rescue Squad Direct Savings * Funding that would be necessary to provide career personnel to staff those ambulances currently staffed by volunteers which is currently 83% of all ambulance crews. Saving a total of $9.35 million per year. Volunteer Staffing Resources: Certified Operational providers 568 Recruits Search /Rescue Team- 30 Marine Rescue Team - 33 Administrative / Support personnel 131 Students-in-training 73 Total members

10 Structure Organizational Chart Bruce W. Edwards EMS Chief William S. Kiley Deputy EMS Chief Administration Operations Training Regulation & Enforcement Division Chief & Support Staff 2 Division Chiefs Career & Volunteer Personnel Training Center Division Chief Training Staff Division Chief QI, Patient Care Lifeguard issues Recruiting Retention Volunteer and Career Medics Training & Certification Quality Assurance Patient Care Reports 10

11 Mission Statement The mission of the Department of Emergency Medical Services is to deliver valued services to the community that preserve life, improve health, and promote the safety of citizens and visitors, who live, learn, work and play in our community. ~ VA BEACH EMS-10 SQUADS, 1 MISSION ~ 11

12 Core Values Quality Customer Service... is the fundamental reason the Department of Emergency Medical Services exists. Volunteerism is an integral part of the Department. There is no differentiation between career and volunteer members in terms of performance standards, certifications, and input to the organization. Teamwork achieves organizational goals when members and customers work together. Leadership and Learning is at every level of the organization to create opportunities for leadership experience and for members to continuously expand their capacity to create a quality organization. 12

13 Core Values continued Integrity creates the trust essential to Quality Service and long-term personal and organizational growth. Commitment is the necessary mechanism enabling members to focus their behavior on attaining organizational goals. Openness and Respect is fostered when members are truthful and open with each other and with customers, thus allowing us to grow responsibly and effectively. Quality Work Life influences the degree of members satisfaction, which enables the accomplishment of the Department s mission. 13

14 Operational Philosophy Create and maintain a Sound Organizational Structure Para-military chain-of-command Establish a clear mission, rules and expectations Create job descriptions, duty requirements and other responsibilities Publish core values and a code of conduct Volunteer Members volunteer twice EMS is serious business of taking care of patients Every provider is expected to know the mission, the core values and the expected conduct 14

15 Philosophy Continued Organizational Leadership Treat both career and volunteer members fairly and in accordance with established core values Volunteers have the same rights as career members; they are noncompensated city employees Hold high expectations for volunteers; they are a critical team component Make them feel needed, not just wanted Frequently recognize their accomplishments/ performance Promote respect, acceptance and trust building throughout the organization Career members Augment, not supplant, the volunteers Have no tolerance for discrimination or negativity, and let that be known Correct/ discipline/ terminate those who do not comply 15

16 Summary Take Home Points Managing Volunteers in EMS Establish early on in recruit orientation that members Volunteer Twice Once when they join EMS and once when they decide to leave EMS. When they are members, they must meet their obligations Establish and maintain a mission and a set of core values on which to operate. Communicate both, frequently. Create and communicate job descriptions, as well as, clear rules and performance expectations. Make them feel needed, not just wanted. Frequently, recognize their accomplishments / performance 16

17 Questions Chief Bruce W. Edwards