EMS Project Coordinator - San Diego, CA

About Our Company · Bill Howe started AM/PM SewerDrain Cleaning in 1980, building San Diego's most trusted home services brand on one principle: legendary customer care. Today, the Bill Howe Family of Companies is the leading provider of plumbing, HVAC, lining, and restoration se ...

Job description

About Our Company

Bill Howe started AM/PM SewerDrain Cleaning in 1980, building San Diego's most trusted home services brand on one principle: legendary customer care. Today, the Bill Howe Family of Companies is the leading provider of plumbing, HVAC, lining, and restoration services in Southern California, supported by over 200 employees and an 80% repeat/referral customer base.

Workplace Values

The EMS Coordinator will be expected to operate in line with our workplace core values which are:

Core Values - The Bill H.O.W.E Way

Heart: Fiercely committed to employees, communities, and customers

Opportunity: Growth, training, and career paths for our team

World-Class: The very best at what we do

Ethical: Transparent, fair, and honest

Document Version: 1.3 | Last Reviewed: 10/06/25 |

Purpose of the Role

The Mitigation Coordinator is responsible for managing all administrative, scheduling, and documentation functions of the EMS division to ensure jobs progress smoothly from intake to billing. This position ensures that all projects meet operational, compliance, and documentation standards in alignment with company policies, program (TPA/SLA) requirements, and Bill Howe Restoration's commitment to quality, timeliness, and customer satisfaction.

Core Duties and Responsibilities

The essential functions include, but are not limited to the following:

SchedulingDispatching

• Receive and process all new mitigation leads or service calls; create projects and jobs in DASH.
• Assign the appropriate Project Manager, Field Technician, and Coordinator according to the round-robin rotation or direction of the Mitigation Manager.
• Confirm all next-day job schedules are completed and sent to assigned technicians by 4:00 p.m. daily.
• Verify scheduling accuracy, customer contact information, and job type before dispatch.
• Maintain coordination of emergency and on-call assignments, ensuring all after-hours communication follows protocol.

DocumentationCompliance

• Review project documentation daily to confirm all required photos, notes, monitor sheets, demo sheets, and work authorizations are uploaded to the correct DASH albums.
• Verify all Compliance Tasks 01-07 are completed, accurate, and marked within DASH:
• Contact - Initial customer communication logged.
• Arrive - Arrival time recorded and photo documentation started.
• Upload WA - Work Authorization collected and uploaded.
• Start Job - Initial mitigation work started and logged.
• Complete - Field work completion verified and documented.
• COS/ROL - Certificate of Satisfaction or Release of Liability obtained and uploaded.
• Invoice - Final invoice prepared and routed for billing.
• Audit and flag missing or incomplete documentation to the assigned Project Manager and technician immediately; ensure corrections are completed the same day.
• Maintain project compliance according to TPA/SLA expectations, ensuring accurate status updates, response times, and task tracking.

CommunicationProject Support

• Maintain continuous communication with customers, adjusters, and vendors as directed by Project Managers.
• Send vendor requests (testing, abatement, electricians, recon, contents) promptly; CC Project Manager, Mitigation Manager, and admin team, and include the DASH project number in the email body.
• Log all communications and updates in DASH using structured anchors (Who, What, When, Status).
• Ensure Project Managers are informed of any schedule, customer, or documentation issues throughout the day.
• Support Project Managers in maintaining timely customer touches and updates.

Shared Administrative Responsibilities

• Participate in rotation for:
• Restocontact Email: Monitor and respond to inbound restoration emails.
• Calendar Management: Update division calendars with scheduled inspections, field visits, and recon estimates.
• Temporary Worksheets: Maintain and reconcile temp worksheet logs for job tracking.
• Additional SOPs will define procedures for each shared duty.

Daily Rhythm

Morning

• Review overnight calls, new leads, and any pending assignments from the previous day.
• Confirm all technicians have received and acknowledged their scheduled assignments.
• Verify Project Managers are informed of all new jobs and site visits.
• Check documentation status from prior-day jobs and identify any missing items.
• Communicate with the Mitigation Manager regarding priority tasks or escalations.

Throughout the Day

• Answer incoming customer and internal calls in order of rotation; respond within 3 rings whenever possible.
• Monitor DASH project boards for updates and ensure tasks progress within expected timeframes.
• Follow up with technicians on documentation gaps, missing notes, or un-uploaded photos.
• Coordinate vendor communications and confirm completion of scheduled services.
• Log all actions, updates, and follow-ups in DASH notes.

Afternoon

• Finalize and send next-day schedules to all assigned technicians.
• Verify all active jobs are up to date with notes, photos, and paperwork in DASH.
• Confirm compliance tasks 01-07 are completed and properly documented.
• Notify Project Managers of any outstanding tasks requiring same-day attention.
• Send vendor or internal follow-up emails for any pending items.

End of Day

• Ensure all customer calls, voicemails, and messages are returned before leaving.
• Perform a final DASH review for each active project to ensure readiness for billing or next-day continuation.
• Send on-call reminders and update team threads with any urgent information.
• Communicate unresolved issues or escalations to the Mitigation Manager.

Escalation Responsibilities

• Documentation or scheduling issues: Technician Coordinator Project Manager Mitigation Manager General Manager.
• Customer complaints or vendor failures: Coordinator Project Manager Mitigation Manager.
• Maintain a written record of all escalations and resolutions in DASH.

Metrics of Success

• Next-day schedules delivered by 4:00 p.m. daily.
• 100% of required photos, notes, and paperwork verified in DASH before project completion.
• All Compliance Tasks completed and marked accurately in DASH.
• Documentation and vendor communications logged daily with zero missing updates.
• TPA/SLA standards (timeliness, response, documentation) consistently met.
• Escalations resolved or reported within 24 hours.
• Phone rotation compliance (90% of calls answered within 3 rings).

ToolsSystems

• DASH - project management and documentation.
• Gmail / Outlook - communication and vendor coordination.
• Phone System - inbound/outbound calls (rotation participation required).
• DocuSketch - property documentation (when applicable).
• XactAnalysis - TPA/SLA portal compliance (pending implementation).
• Mitigate - future integration for documentation management (pending implementation).