About Cleveland EMS

Division Structure

EMS Organizational Chart

The Commissioner of EMS, Medical Director, and Deputy Commissioners of Operations and the Clinical Quality Care Manager oversee the work of the various sections, as seen in the EMS organizational chart.


The Division of Emergency Medical Service prides itself on the diversity of its personnel, mirroring the diversity of the community which they serve.

The division places a strong emphasis on actively recruiting personnel from varied walks of life to become part of an organization made up of individuals from various cultural, religious, and racial backgrounds.

Because of its especially diverse workforce, the Division of EMS is recognized as a leader in this area.

Community Education and Training 

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This section, which is overseen directy by the Commissioner of EMS, works with various City and private organizations to train their employees and volunteers on the proper performance of CPR (Cardiopulmonary Resuscitation) and the use of AED’s (Automated External Defibrillators). They provide public education on the appropriate use of 911, car seat safety, and stroke awareness.

They provide health screenings at various community events and have a strong presence at school career days, where they present and demonstrate the duties and functions of the Division of EMS.Health screenings include blood pressure, glucose, and cholesterol tests.  Organizations, including private businesses, can make arrangements for EMS personnel to provide these services at their establishment or event. 

Academy Education and Training Section

The Academy Education and Training Section train newly hired EMT-Basics/EMT-Paramedics and acclimate them to the division. This involves a four-phase, thirteen week training process of orientation, certification, evaluation, and probation. -more


Field Performance and Improvement Section


The Field Performance Improvement Section reviews run reports and follows up on patient care issues. These employees are responsible for ensuring that ambulance/field personnel are following appropriate patient care protocols. They gather statistical data for continuous improvement purposes. They also work with the EMS Medical Director to revise and update patient care protocols.


Education/Continuing Education and Training Section 

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The Education/Continuing Education and Training Section is responsible for maintaining the recertification of EMS personnel through monthly in-service instruction, training and testing. These employees stay current on techniques in medicine and pre-hospital care. They train staff on new equipment as well as currently accepted medical practices.


Payroll and Human Resources Section


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The Payroll and Human Resources Section records and maintains employee records. These records include payroll, demoraphics, benefits, and any adjustments to employee status changes.


Communications Performance Improvement and Training Section


This section is responsible for continuous improvement of the City’s dispatch center. These employees review 911 calls and evaluate the call-takers and dispatchers. They make recommendations and give feedback based on their evaluations. In addition, they provide cadet training and education for new Emergency Medical Dispatchers.


Recruitment Section


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The Recruitment Section is involved in the selecting, interviewing, and hiring process of EMS employees. This section reviews employment applications and resumes and runs background screenings. Once a selection is made, they track the progress of the new employee throughout their academy training and probationary period. The Recruitment Section works closely with the Academy Education and Training, and Communications Performance Improvement and Training Sections.

Ambulance/Field Section

This section is the most important and most visible section of the Division of EMS.EMT-Basic/EMT-Paramedics must be able to work well under pressure during stressful situations. Employees of this section respond to 911 calls to treat and transport ill and injured Cleveland citizens and visitors. These highly trained professionals perform the selfless act, on a daily basis, of caring for strangers as if they were family members. All other sections within the division work diligently in support of the Ambulance/Field Section to ensure that these employees have the appropriate and necessary tools to perform their jobs quickly, efficiently and effectively.

Communications and Dispatch Section

This section is responsible for answering 911 calls and dispatching ambulances. By utilizing a state-of-the-art Computer Aided Dispatching system along with ProQA call prioritizing software, these certified Emergency Medical Dispatchers can give callers pre-arrival medical instructions while the ambulance is en route. The dispatching system also ensures that the most appropriate ambulance receives the information needed for emergency response in the most timely and efficient manner.

HIPAA Compliance Section

Cleveland HIPAA Information Publication

The HIPAA Compliance Section ensures that patients' privacy rights are protected and that EMS employees are following the federal HIPAA (Health Insurance Portability and Accountability Act of 1996) laws for patient information.

Homeland Security Section

This section works with the other City of Cleveland Public Safety Divisions and local and federal government agencies to educate, prevent, and prepare the City of Cleveland in regards to events which could cause mass injuries, including natural disasters and terrorist incidents. This section coordinates with the Logistics Section to ensure that the division retains appropriate special emergency equipment and that vehicles and equipment can be quickly assembled in the event an incident arises. They work with the Education/Continuing Education and Training Section to educate and prepare the EMS personnel.

Information Technology Section

This section oversees all computer equipment, issues, and related technology projects within the Division of EMS. Employees of this section work with other City divisions and outside agencies to ensure that EMS is at the forefront of technology. They are responsible for maintaining, troubleshooting, and training personnel on the computerized Penbase Patient Reporting System along with the Mobile Computer Aided Dispatching System.The mobile computing Penbase System allows EMS personnel to quickly and efficiently capture critical patient information. The mobile dispatching system uses a built-in GPS mapping system which guides EMS crews to their destinations. This same system enables immediate intra-agency communication and the gathering of accurate statistical data.

Logistics Section

Logistics Section employees are responsible for ordering, tracking, and distributing all supplies required for the division, including the appropriate equipping of ambulances. In addition, they oversee the maintenance and servicing of ambulances and support special operations vehicles. They are responsible for coordinating vehicles and supplies for special community events where the division’s services are requested.

Medical Records Section

Medical Records Request Form

The Medical Records Section maintains patient care records. They provide official copies of these records for legal, medical, and billing purposes.

Performance Management Section

The Performance Management Section works to improve employee performance by creating a performance culture. By setting goals, assessing performance, coaching and monitoring; employees are able to understand their strengths/weaknesses and develop an improved performance plan for a better work experience.

Safety Officer Section

The Safety Officer focuses on injury prevention and infection control for EMS employees. This section works with internal and external agencies on best practices. In addition, the Safety Officer works with injured employees and tracks their progress through rehabilitation until the employee is able to return to work.

Scheduling Section

This section is responsible for ensuring that each shift has an appropriate number of employees for daily operations. They schedule and track vacation and other benefit time requested by EMS employees.  This section is also in charge of scheduling fully equipped ambulances for public events.


Office of Integrity Control, Compliance, and Employee Accountability (OICCEA)

216.664.2047 or 216.664.2013  -  Send Email  -  EMS Feedback Form

The OICCEA is responsible for the investigation of internal and external complaints of misconduct. Once an investigation is completed, they submit their recommendations based on the facts to the Commissioner of the Division.