Divisions

Our continued goals are to:

• Enhance EMS’ ability to assess customer service satisfaction, maintaining at least a ninety percent customer satisfaction rating by providing caring, competent, and appropriate service.
• Respond to life threatening calls within recommended time limits.
• Tie continuing education training, clinical protocol development, and the oversight of clinical care directly to patient outcomes, patient expectations, and patient perception of care.
• Enhance the EMS system’s ability to recruit and retain a high quality and diverse workforce.
• Make safety improvements to reduce employee injuries and lost time injury rate.
• Increase revenues through improvements in billing processes.
• Provide leadership and management development to increase professional capabilities.

Office of the Chief

The Office of the Chief includes our Strategic Communications & Public Information Office, Community Relations & Injury Prevention, Safety, and Office of Professional Conduct. This group is responsible for a variety of tasks including timely dissemination of information to the public, media, and/or coordinating with other agencies, public relations, community outreach, ensuring continued employee safety, and internal affairs.

Administration and Finance

Made up of Accounts Payable, Billing and Records, Financial Monitoring, Payroll, Purchasing and Supply, Human Resources, Compliance including medical records and public information requests, and Business Technology. This team is responsible for managing our finances, salaries, billing, grants, employee relations, data analysis and research, and IT support.

Employee Development & Wellness Division

Our Employment Development & Wellness Division (EDWD) is responsible for ensuring quality service and performance is a part of every aspect of our practice. The process is ongoing, starting with the training of new cadets in our Academy and constantly reviewing our clinical practices to see if improvement is needed. EDWD includes our Continuing Education, Recruiting, Clinical Performance and Improvement, and Employee Wellness sections.

Operations

Austin-Travis County EMS serves over 1,300 square miles, including all of Travis County and parts of Williamson and Hays Counties. Eighteen cities are included in this service area, including the City of Austin, the 11th largest city in the U.S. Our Operations division includes Field Operations, Emergency Communications, Operations Support, Special Operations, Scheduling, Special Events, and Emergency Management.

Integrated Services

Integrated Services includes Emergency Communications, the Collaborative Care Communications Center (C4), and the Community Health Paramedic Program (CHP). The Collaborative Care Communications Center was developed during the pandemic to handle low acuity calls that address patient needs without the use of an ambulance or hospital. They operate from 7:00 a.m. to 10:00 p.m. every day of the week and use expanded triage to identify low acuity calls and manage the outcomes using various pathways including telehealth, treat in place, and partner referrals. All patients that receive intervention from C4 receive a follow-up within 24 hours. The mission of the C4 is to bring the right resource to the right patient at the right time.