Lenoir County Emergency Services Logo

Lenoir County Emergency Services

EMS Operations Manager

Title                              EMS Operations Manager
Department                 Emergency Services
Division                       EMS
Reports to                   Director



Job summary:

An employee in this class supervises a staff providing twenty-four (24) hour emergency and medical services, and the EMS training/quality assurance officer. Develops short term and long-range plans for equipment improvements and technical advancements for the EMS Division. An employee of this class oversees the Community Paramedic program and all personnel assigned within that program. This work includes constant coordination with UNC/Lenoir to ensure a good working relationship and up-to-date contract. Work includes personnel management, recruitment, retention and training, establishing policies and procedures, and the coordination with a broad variety of agencies served and equipment vendors. An employee of this class also assists in the selection of new department personnel, as well as the promotion process for existing department personnel. An employee in this class also prepares and maintains files and records, preparing reports, and does other related work as required. The employee must exercise independent judgement and initiative in dealing with personnel matters, as well as coordinating with law enforcement, and other local and state agencies.  The employee is also required to respond to emergency situations.  The employee is subject to the usual hazards associated with emergency service functions including work in, both, inside and outside environmental conditions, hazardous fumes, dusts, odors, mists, and gases.  Work may expose the employee to human blood or body fluids and thus the job is subject to the OSHA requirements on blood borne pathogens.

Work is performed under the direct supervision of the Emergency Services Director.

Summary of essential job functions

  • Oversees the operations of the Emergency Medical Service division
  • Oversees the Community Paramedic program
  • Supervises the EMS shift Commanders
  • Supervises the EMS training/quality assurance officer
  • Supervises all personnel with the Community Paramedic program
  • Ensuring adherence to established policies, procedures, and protocol.
  • Develops and recommends policies and procedures, as necessary, to improve EMS Division policies and procedures, as necessary, to improve division efficiency
  • Interprets County, Emergency Services Administrative, and EMS Division policies to subordinates, as required.
  • Assists in preparing annual budget proposals in coordination with the Director, including analyzing past expenditures to determine needs
  • Administers approved budgets, monitors expenditures to ensure payments are made from proper accounts
  • Implements policy and procedure recommendations made by outside auditors
  • Assists the Director with the annual Medicaid Audit report
  • Assists the Director with the annual VFIS insurance questionnaire
  • Plans and assigns work for subordinates
  • Maintains EMS charting software, users, and operation of the EMS system; troubleshoots IT problems
  • Maintains the Continuum database for OEMS
  • Writes new, and revises existing, EMS Division procedures for employees
  • Makes recommendations for hiring new EMS Division employees
  • Administers disciplinary action to employees, as needed
  • Recommends termination of employees, as needed
  • Provides coaching and evaluation for all EMS division staff, as needed
  • Assists EMS Shift Commanders to ensure shifts are always fully staffed with the appropriate number of trained personnel
  • Assists EMS Shift Commanders with assignments of out of County transports, as needed
  • Assigns, directs, and supervises activities of assigned staff
  • Assists and advises subordinates, as necessary, resolving problems as non-routine situations arise.
  • Orders DEA drug forms
  • Orders necessary drugs using the DEA drug form
  • Authorizes the purchase of EMS supplies and equipment
  • Renews all EMS licenses
  • Coordinates the approval and submission of NC OEMS protocols for the County EMS plan
  • Approves payroll submissions of the EMS Division Commanders, Training/Quality Assurance Office, and Community Paramedics in MUNIS ESS
  • Completes all necessary tax forms, ie: NC-4, W-4, I-9, for new hires for the Emergency Medical Services Division
  • Completes all necessary paperwork for Worker’s Compensation claims and FMLA paperwork on all departmental staff
  • Coordinates the provision of services and changes in service for emergency medical services
  • Provides liaison and training assistance to other county and city departments as required
  • Procures needed equipment and supplies
  • Researches, plans, and coordinates with outside agencies regarding advancements within the Emergency Medical Services field
  • Reviews, analyzes, and makes recommendations pertaining to a variety of daily operational reports, including incident reports, audit slips, infection control reports, etc.
  • Prepares a variety of reports and statistical data, such as technical studies and support unit reports, as required.
  • Places orders and approves purchasing of uniforms and office supplies
  • Assists Command Staff personnel assigned to logistical positions, ie: fleet maintenance, building maintenance, medical supply procurement, and scheduling, as needed.
    • Coordinates with the staff member assigned to fleet maintenance the maintenance and purchasing of all emergency services vehicles, apparatus, and equipment associated with vehicles
    • Coordinates with the staff member assigned to building and grounds maintenance the maintenance and revitalization of all EMS stations and grounds
    • Performs routine maintenance and report work or coordinates repair work through outside service vendors, as necessary
  • Coordinates and participates in installation, maintenance and repair of equipment
  • Respond to emergency calls, as required during high-call volume times and/or when deemed necessary to assist the on-duty shift, and perform the duties of a Paramedic
  • Maintains a working knowledge of all EMS protocols, policies and procedures and is thoroughly familiar with the day to day operation of the EMS division
  • Coordinates with State OEMS for the S-MAT III team
  • Assumes assigned role of command, at the direction of the Emergency Services Director, during major incidents
  • Receives and investigates complaints pertaining to conduct of EMS Division personnel, programs, procedures, etc.; interviews various parties; reviews and prepares verbal and/or written responses and recommendations, as appropriate
    • Answers complaint calls from the public and the agencies we serve; providing all necessary information, including but not limited to EMS patient charts
    • Prepares reports for the Director, as requested or otherwise deemed appropriate
  • Coordinates with the Medical Director in scheduling the quarterly Medical Control Committee meetings
  • Coordinates with the Medical Director and the EMS Shift Commanders on the approval and implementation of changes in protocol
  • Overall responsibility for ensuring the EMS system and associated equipment operates normally.
  • Ensures that operations for the EMS are performed with accuracy and effectiveness.
  • Evaluates program performance for the EMS Division, via various methods including ESO statistical data
  • Makes recommendations to the Emergency Services Director regarding improvements for the EMS Divisions
  • Participates on various emergency planning efforts
  • Plays a significant role in coordinating capabilities and responsibilities of emergency medical services
  • Serves on various committees and attends meetings as assigned
  • Develops public relations activities and makes oral presentations before business, civic, school, church, and/or other groups, as appropriate
  • Remains response ready, including nights/weekends/holidays, and responds after hours as needed or when directed by the Emergency Services Director
  • Performs other tasks as assigned by the Emergency Services Director


Minimum requirements

  • Bachelor’s Degree with coursework in emergency medical services, or related field and extensive experience in emergency medical services of an increasingly responsible nature including considerable administrative and supervisory experience; or an equivalent combination of education and experience
  • NC OEMS Paramedic certification

Please refer to Chapter 13, Sub-Chapter 13P, Section .0502 of the North Carolina Administrative Code for specific certification requirements.

  • Completion of additional course work and/or certifications as determined necessary by the Emergency Services Director
  • NIMS 100, 200, 300, 400, 700, and 800
  • Possession of a valid North Carolina driver’s license
  • Must live within 5 miles of the Lenoir County line


Knowledge, Skills, and Abilities

  • Knowledge of computer systems and database entry skills
  • Thorough knowledge of the Lenoir County EMS Systems Plan
  • Thorough knowledge of the State Office of Emergency Medical Services Protocols, approved by the County
  • Thorough knowledge of the practices and procedures of the EMS Division
  • Thorough knowledge of the County’s budgeting, purchasing, and personnel policies and procedures
  • Thorough knowledge of the principals of supervision, organization, and administration
  • Considerable knowledge of the County geography and functions, practices and procedures of all emergency responders: law enforcement and fire
  • Ability to learn technical evacuation plans and associated database maintenance
  • Ability to plan, organize, schedule, and direct the work of subordinate personnel including training, motivation, coaching, evaluating and disciplining work performance
  • Ability to monitor, inspect, and provide quality control over the work of the Emergency Services Department
  • Ability to exercise sound judgement and remain calm under the stress of emergency situations
  • Ability to analyze data and trends and prepare clear and concise reports
  • Ability to communicate clearly and effectively in oral and written form
  • Ability to develop and maintain effective working relationships with emergency personnel including, law enforcement, fire, emergency medical personnel, County and City officials, and as otherwise necessitated by work assignments
  • Ability to establish and maintain effective working relationships with the general public and other employees
  • Ability to communicate effectively in person and by telephone
  • Ability to communicate effective orally and in writing
  • Ability to enter data with accuracy at the speed required
  • Ability to perform independent research to develop plans related to change in operating procedures and/or applicable communications center equipment
  • Considerable knowledge of the equipment and supplies employed in the emergency care of patients and victims of accidents
  • Considerable knowledge of the principles of supervision, organization, and administration
  • General knowledge of procedures of extrication, movement of patients, rescue techniques, transportation, and psychological needs of a patient
  • General knowledge of the geographical layout of the County including political subdivisions, and the location of medical facilities and roads and streets within the County
  • Working knowledge of radio communications equipment (800MHz radio system)
  • Skill in applying emergency medical techniques and treatment
  • Skill in evaluating a patient’s condition and applying appropriate emergency medical care
  • Ability to operate common office equipment, including popular computer-driver work processing, spreadsheet and file maintenance programs
  • Ability to instruct emergency medical personnel in the application of medical and technical procedures to be used in emergency situations
  • Ability to respond quickly and calmly to emergency situations, and to adopt effective courses of action
  • Ability to schedule, assign, supervise and appraise the activities of emergency medical services personnel
  • Ability to safely operate an ambulance under emergency conditions
  • Ability to lift substantial weight
  • Ability to deal tactfully, courteously, and firmly with the general public


Abilities required

  • Must be able to physically perform the basic life operational functions of climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, and repetitive motions.
  • Must be physically able to operate a variety of machinery and equipment including ambulances, computers, calculators, facsimile machines, suction units, immobilization equipment, intravenous infusions, cardiac monitors/defibrillators/pacers, two-way radios, hand tools, etc.
  • Position requires visual acuity for operating an automobile for checking, performing, and maintaining written computer files and reports, and for responding to emergency situation while driving a county-issued vehicle, using emergency response when necessary.
  • Must possess the visual acuity necessary to prepare and generate data and figures, operate a computer terminal, and determine the accuracy, neatness and thoroughness of the work assigned.
  • Requires the ability to compare and/or judge the readily observable, functional, structural or composite characteristics (whether similar or divergent from obvious standards) of data, people or things.
  • Requires the ability to speak and/or signal people to convey or exchange information. Includes giving instructions, assignments, or directions to subordinates or assistants in a professional manner.
  • Requires the ability to read a variety of correspondence, reports, logs, forms, pay scales, job applications, procedures, guidelines, manuals, medical books, handbooks, etc.
  • Requires the ability to prepare correspondence, schedules, records, reports, forms, logs, performance appraisals, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction and style.
  • Requires the ability to speak before groups of people with poise, voice control, and confidence.
  • Requires the ability to apply principles of logical or scientific thinking to define problems, collect data, establish facts, and draw valid conclusions; to interpret an extensive variety of technical instructions in mathematical or diagrammatic form; and to deal with several abstract and concrete variables.
  • Requires the ability to record and deliver information, to explain procedures, to follow oral and written instructions.
  • Must be able to communicate effectively and efficiently in a variety of technical or professional languages including medical, legal, counseling, accounting, personnel, and marketing terminology and emergency response codes.
  • Requires the ability to utilize mathematical formulas; to add and subtract; to multiply and divide; to calculate decimals and percentages; to interpret graphs; to compute discount, interest profit and loss, ration and proportion, etc.
  • Requires the ability to perform calculations involving variables, formulas, square roots, and polynomials; to perform statistical calculations which include frequency distributions, reliability and validity of tests, correlation techniques, factor analysis, and econometrics.
  • Requires the ability to inspect items for proper length, width and shape.
  • Requires the ability to handle a variety of items such as emergency medical equipment and hand tools. Must have minimal levels of eye/hand/foot coordination.
  • Requires the ability to differentiate between colors and shades of color.
  • Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress and when confronted with emergency situations, in a professional manner.
  • Requires the ability to talk and hear: (Talking: expressing or exchanging ideas of spoken words. Hearing: perceiving nature of sounds by ear.). Must be able to communicate via telephone and two-way radio.
  • Must be able to perform sedentary work exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects
  • Must be able to perform heavy work exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.
  • The work is subject to various hazards such as exposure to moving mechanical parts, electrical current, fumes, odors, dusts, mists, gases or poor ventilation


HIPPA Privacy Act

Will limit access to protected health information (PHI) to the information reasonably necessary to do the job. Will share information only on a need to know basis for work purposes. Access to verbal, written and electronic PHI for this job has been determined based on job level and job responsibility within the organization. Computerized access to PHI for this job has been determined as described above and is controlled via user ID and password. May access patient records and information only to the extent necessary to monitor compliance and to accomplish supervision and management of personnel.



The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.


Special Note:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.


Additional information

HR use only

Pay grade


Last revised


Closing Date: January 4, 2021

Applicants must submit their applications to the Lenoir County Human Resources Department, PO Box 3289, Kinston, NC 28502. Applications can be downloaded from the Lenoir County website: www.co.lenoir.nc.us

Incomplete or unsigned applications will not be processed. Criminal background checks required.

Closing Date (If Any): 
Monday, January 4, 2021
Certification Level: