The Rwanda Red Cross Society (RRC) is recruiting a Coordinator, Lifeline Emergency Medical Service and First Aid (Lifeline EMS & FA) Training Center, based at RRC Headquarters in Kacyiru – Gasabo District. The position is for one year, renewable and reports to the Lifeline EMS & First Aid Training Center Supervisor.

Main purpose

The Coordinator will lead the overall coordination, management, quality assurance, development and financial sustainability of Lifeline Emergency Medical Service and First Aid Services. The role combines medical service delivery staff supervision, quality assurance, marketing, business development, customer service, revenue generation, stakeholder coordination and reporting.

Responsibilities or duties

Key responsibilities

1. Emergency Medical Service (EMS) and First Aid (FA) Operations

• Oversee daily ambulance and pre-hospital emergency operation.
• Supervise the coordinate of dispatch, emergency response teams and personnel.
• Ensure compliance with EMS standards, protocols, Standard Operating Procedures (SOPs) and ethical requirements.
• Manage complaints, incidents and corrective actions.

2. Quality Assurance

• Ensure safe, timely, professional and patient-centered services.
• Monitor ambulance response times, staff performance, equipment and documentation.
• Collect client feedback and continuously improve service quality.

3. Marketing & Business Development

• Develop and promote annual ambulance subscription packages for individuals, families, companies, schools, NGOs and institutions.
• Build relationships with clients and develop service contracts.
• Identify new products and revenue opportunities for Lifeline.

4. First Aid Training & Capacity Building

• Supervise the organization of commercial First Aid training for institutions, companies and the public.
• Control the qualification of trainers and training packages.
• Follow up the promotion and sales of First Aid kits and emergency preparedness materials.

5. Collaboration with RRC Youth Center Initiative at Sub-Regional Level (zones)

• Support RRC Youth Centers at the sub-regional level to organize and conduct their First Aid trainings in line with approved standards, curricula, and procedures.
• Strengthen the capacity of RRC Youth Centers through the development and training of qualified First Aid trainers, while ensuring the availability of appropriate training materials, equipment, and learning resources.
• Supervise and assess the quality of First Aid training delivery, provide corrective measures and coaching where necessary, and establish mechanisms for continuous quality improvement. In parallel, support youth to promote and sell First Aid Kits as an income-generating and sustainability activity.

6. Emergency & Disaster Response

• Deploy Lifeline resources during disasters, mass casualties and major emergencies.
• Ensure ambulances, equipment and personnel are prepared for emergencies.
• Integrate Lifeline EMS into Rwanda Red Cross disaster-response mechanisms.

7. Financial Sustainability

• Develop cost-recovery and revenue-generation strategies.
• Monitor income from ambulance services, subscriptions, training, First Aid kits and other services.
• Control operational costs and work closely with the Lifeline Finance and Internal Audit Services to monitor financial performance.

8. Stakeholder Coordination

• Coordinate closely with the Ministry of Health, SAMU Rwanda, hospitals, health facilities and other stakeholders.
• Participate in national EMS coordination forums and represent Lifeline when delegated.
• Support improved referral and emergency response systems.

9. Reporting & Monitoring

• Submit comprehensive monthly, quarterly, semi-annual and annual Lifeline reports covering financial performance, emergency cases handled, First Aid training, subscriptions, sales, complaints, incidents, staffing, equipment status, and coordination with relevant stakeholders.
• Use data to support management decisions and service improvement.

10. Human Resources & Professional Conduct

• Supervise staff and volunteers.
• Promote discipline, teamwork, accountability, ethics and customer service.
• Address performance and disciplinary issues and identify staff training needs.

11. Guidelines development

• Assess and update available guidelines to ensure their relevance, completeness, and alignment with current operational needs and standards.
• Ensure that all guidelines are consistent with the priorities, objectives, and strategic directions of the Rwanda Red Cross Strategic Plan.
• Identify gaps and develop new guidelines for priority areas, including firefighting and water rescue.

Qualifications or requirements (e.g., education, skills)

The position requires:

• A Degree in General Medicine (Medical Doctor/Physician) from a recognized and accredited institution.
• At least 3 years of relevant medical experience, including pre-hospital emergency care and/or ambulance services.
• EMS coordination or management experience is an advantage.
• Training/certification in recognized pre-hospital emergency care.
• Knowledge of Rwanda healthcare regulations, EMS standards and emergency-care protocols.
• Strong leadership, communication, coordination, problem-solving and decision-making skills, including the ability to work under pressure.

Experience needed

At least 3 years of relevant medical experience, including pre-hospital emergency care and/or ambulance services. EMS coordination or management experience is an advantage.

• Oversee daily ambulance and pre-hospital emergency operation.
• Supervise the coordinate of dispatch, emergency response teams and personnel.
• Ensure compliance with EMS standards, protocols, Standard Operating Procedures (SOPs) and ethical requirements.
• Manage complaints, incidents and corrective actions.
• Ensure safe, timely, professional and patient-centered services.
• Monitor ambulance response times, staff performance, equipment and documentation.
• Collect client feedback and continuously improve service quality.
• Develop and promote annual ambulance subscription packages for individuals, families, companies, schools, NGOs and institutions.
• Build relationships with clients and develop service contracts.
• Identify new products and revenue opportunities for Lifeline.
• Supervise the organization of commercial First Aid training for institutions, companies and the public.
• Control the qualification of trainers and training packages.
• Follow up the promotion and sales of First Aid kits and emergency preparedness materials.
• Support RRC Youth Centers at the sub-regional level to organize and conduct their First Aid trainings in line with approved standards, curricula, and procedures.
• Strengthen the capacity of RRC Youth Centers through the development and training of qualified First Aid trainers, while ensuring the availability of appropriate training materials, equipment, and learning resources.
• Supervise and assess the quality of First Aid training delivery, provide corrective measures and coaching where necessary, and establish mechanisms for continuous quality improvement. In parallel, support youth to promote and sell First Aid Kits as an income-generating and sustainability activity.
• Deploy Lifeline resources during disasters, mass casualties and major emergencies.
• Ensure ambulances, equipment and personnel are prepared for emergencies.
• Integrate Lifeline EMS into Rwanda Red Cross disaster-response mechanisms.
• Develop cost-recovery and revenue-generation strategies.
• Monitor income from ambulance services, subscriptions, training, First Aid kits and other services.
• Control operational costs and work closely with the Lifeline Finance and Internal Audit Services to monitor financial performance.
• Coordinate closely with the Ministry of Health, SAMU Rwanda, hospitals, health facilities and other stakeholders.
• Participate in national EMS coordination forums and represent Lifeline when delegated.
• Support improved referral and emergency response systems.
• Submit comprehensive monthly, quarterly, semi-annual and annual Lifeline reports covering financial performance, emergency cases handled, First Aid training, subscriptions, sales, complaints, incidents, staffing, equipment status, and coordination with relevant stakeholders.
• Use data to support management decisions and service improvement.
• Supervise staff and volunteers.
• Promote discipline, teamwork, accountability, ethics and customer service.
• Address performance and disciplinary issues and identify staff training needs.
• Assess and update available guidelines to ensure their relevance, completeness, and alignment with current operational needs and standards.
• Ensure that all guidelines are consistent with the priorities, objectives, and strategic directions of the Rwanda Red Cross Strategic Plan.
• Identify gaps and develop new guidelines for priority areas, including firefighting and water rescue.

• Strong leadership skills
• Strong communication skills
• Strong coordination skills
• Strong problem-solving skills
• Strong decision-making skills
• Ability to work under pressure

• A Degree in General Medicine (Medical Doctor/Physician) from a recognized and accredited institution.
• At least 3 years of relevant medical experience, including pre-hospital emergency care and/or ambulance services.
• EMS coordination or management experience is an advantage.
• Training/certification in recognized pre-hospital emergency care.
• Knowledge of Rwanda healthcare regulations, EMS standards and emergency-care protocols.