NorthStar EMS
Company: NorthStar EMS, Tuscaloosa, AL
Company Description: Founded April 1, 1992, NEMS is Alabama’s premier ambulance serving eight counties. NEMS provides a full range of medical transportation services: Basic Life Support (BLS), Advanced Life Support (ALS),Specialty Care Transport (SCT), Neonatal transportation, stretcher/wheelchair van services, EMS education, billing, dispatch and EMS consultation services.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year - Public Services & Education
Nomination Title: NorthStar EMS
Tell the story about what this nominated department achieved since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
NorthStar EMS' (NEMS) mission is to "provide personalized and professional care to our community." As Alabama's largest provider of Emergency Medical Services, we believe our mission encompasses us being there when people need us most. This goes beyond the lights and siren of the ambulance. As medical professionals, we have a duty to educate our communities how to prevent injuries/illnesses. We don't want to see anyone hurt/sick if it can be prevented!
Our Team embarked on a journey that included 4 specific activities.
1. Our local news station (WVUA Tuscaloosa) produced a daily segment called "First at Four." We worked with the anchor to coordinate interviews that would focus attention on a variety of health-related topics each month. NEMS worked with WVUA to write the content for each interview to ensure that critical talking points were made. Not only did NEMS participate in the interviews, but we invited medical professionals throughout the community to participate with us. This wasn't just a NEMS program; we wanted our medical community to be involved in this effort as well.
Result: We began interviews September 2011 which continue to this day. Instead of reaching a hand-full of citizens at community health fairs or "Show & Tell" programs for schools, we now reach thousands of viewers each month.
2. We focused on getting into the classroom and presenting safety and "what to do in an emergency" programs. NEMS introduced "No Panic Please," by Janet Smith & Associates. It is tailored specifically to elementary children. The program last about 30-45 minutes and includes a lot of interaction with the children about emergencies and what to do...especially in calling "911." It ends with us going outside and touring the ambulance. While it is difficult the measure the results of this campaign, we do know that our message was clear to the children.
3. EMS is all about taking care of people in their time of need. However, this isn't always physical (injuries or illnesses). Sometimes people need help on a mental and even spiritual basis. That's why we teamed up with a local food shelter, the Jimmie Hale Mission. NEMS challenged other ambulance providers within the marketplace to see who could fill up the back of an ambulance with food. In 2011 and 2012, we were able to produce 3 ambulances with food (over 1,600 pounds) for the mission. The mission believes that the best way to make a change in a man's life is to first make sure the belly is full!
4. Lastly, our Home for the Holidays program continues to touch the hearts and lives of many. There are many Nursing Home residents who cannot go home and spend time with their families during Thanksgiving and Christmas due to medical reasons. NEMS continues to work with nursing homes to identify residents that are stable enough to go home. There is no charge for these transports as we are blessed by seeing the faces of our patients and their family members when they arrive home.
Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:
Mr. Dierking serves as a Director for NorthStar EMS. He is responsible for providing multi-site EMS oversight and direction to meet performance standards based on short and long-term business strategies. Dierking is continuously developing, implementing, and enhancing integrated operations and business development strategies in order to ensure NEMS' competitive and successful place in the local markets. He also ensures superior customer relations through regular visits with contracted and prospective clients. Dierking also plays a key role in arranging for providing education, support and services that will contribute to the success of local community/business relations.