The Pulse Fall 2025 Internal

EMPRESS

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PROVIDING TOP NOTCH SERVICE TO EVERY PATIENT

EMPLOYEES RECOGNIZED FOR SAFE DRIVING EMPRESS DONATES AMBULANCE TO FOR PAUL FOUNDATION

FALL 2025

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Welcome to The Pulse, fall edition!

As fall settles in and we welcome colorful leaves and cooler weather, it’s an exciting time at Empress.

The acquisition of Northern Dutchess Paramedics (NDP), headquartered in Rhinebeck, was announced at the beginning of the month. This acquisition increases our coverage area not only into northern Dutchess, but also into Columbia County and Connecticut. We welcome NDP employees to the Empress family!

We are pleased to announce a new partnership with Dutchess BOCES that will make it possible for students to start studying to become EMTs while they are still in high school. Empress staff will participate in the classes, and students will be able to take part in ride-alongs.

Empress donated an ambulance to the For Paul Foundation, which is dedicated to helping first responders on the front lines as well as the families of first responders who were killed in the line of duty. The donation came through a string of

unexpected connections among the organization’s founder, the Yonkers community and Empress. It will be used to help the organization carry out its extraordinary work.

Paramedics in demand

We are actively seeking paramedics.

With our competitive salaries, quality health benefits and 401(k) with employer match, we are offering an amazing opportunity to those who are qualified. So if you know anyone who would be a good fit, please help us spread the word.

There is a $1,000 bonus for any full-time employee who has been through the three-week orientation and refers someone who is hired!

The applicant just needs to name the person who referred them on their application. There is also a $500 bonus for those who refer EMTs. This issue includes the first of our new Employee Spotlights featuring our Vice President of Corporate Development Jim O’Connor, who has been involved in EMS for nearly 50 years, and has recently been honored by multiple organizations for his community involvement. Fun fact: It all began with a job delivering oxygen in the early 1970s. Read the story (starting on page 9) to learn more.

We also have a story showcasing our sister company, the School of EMS, which started in Texas more than 40 years ago, and now offers instruction both nationally and internationally. It offers hybrid education for all levels of EMS in more than 22 states. This story is the first in a series that will look at all our sister companies through PatientCare.

We have promotions to celebrate — two new lieutenants, Jayvee Delossantos in South Division Operations and Sandra Wilson in North Division Education.

October is also Breast Cancer Awareness Month, so uniformed Empress employees have been invited to wear pink undershirts and pink ribbon pins this month in recognition of the cause.

I hope you enjoy this edition of The Pulse. Don’t forget, I’m always looking for content suggestions as well as your photo or video submissions. Please send them to dradwin@empressems.com or use the Social Media JotForm. Hope you enjoy all autumn has to offer!

— Dugan Radwin Marketing & Communications Manager

ON THE COVER Paramedic Anna Ketner demonstrates the proper use of the NeoMate Restraint System in one of the three ambulances Empress staffs for Montefiore. This system is designed for safely securing infants weighing between 1

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5 and 14 pounds. Empress is equipped to transport not only newborns in the isolette, but also neonates who don’t require one. This is an example of how we prioritize the safe transport of every patient, no matter how small.

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EXPANDING COVERAGE

Empress acquires NDP EMS Empress announced the acquisition of Northern Dutchess Paramedics Emergency Medical Services (“NDP”) on Oct. 1, further strengthening its role as the leading EMS provider in the Hudson Valley and reaffirming its commitment to investing in local EMS systems, supporting providers and enhancing patient care.

Empress, with headquarters in Yonkers and Poughkeepsie, is working with the NDP team to ensure seamless continuity of care for the patients and communities they serve.

“We are excited to have the opportunity to invest in the people, resources, and systems that keep our communities safe,” said Michael Minerva Sr., president of Empress EMS. “This step underscores our belief that strong EMS systems are built by supporting the professionals who deliver care every day and reflects our long-standing commitment to the region. By working together, we will expand capabilities, improve systems, and continue delivering the high-quality care residents and healthcare partners deserve.”

NDP EMS has more than 30 years of experience delivering emergency and non-emergency medical transportation in the region and has built a respected legacy of service operating from its Rhinebeck headquarters.

“After many years of operating

Empress President Michael Minerva Sr., left, addresses NDP employees at a Town Hall recently. To his right are NDP CEO Edward Murray and Empress’s Human Resources Director Danielle Wilson. independently, we felt it was the right moment to partner with an organization that shares our values,” said Edward Murray, founder and CEO of NDP. “Empress’s commitment to its employees, patients, and communities made them the clear choice. We are excited about what this partnership means for strengthening EMS in our region.”

“With this acquisition, Empress demonstrates its growing investment in and commitment to the communities served in the region and aligns with the company’s overall strategic goal of expansion and providing exceptional service for these communities” said Herman Schwarz, CEO of PatientCare EMS. As part of the PatientCare EMS Solutions family, Empress brings nearly four decades of experience in providing state-

of-the-art emergency services, non-emergency transportation, and compassionate patient care.

Empress holds emergency and non-emergency service contracts with municipalities, hospitals, correctional institutions, and private care providers throughout Westchester County and the Hudson Valley. For more information about Empress and PatientCare, visit empressems.com and patientcareems.com.

About NDP EMS Founded in 1994 by CEO Edward Murray, NDP EMS has provided emergency and non-emergency medical services throughout Dutchess County and Columbia county in New York, as well as in Litchfield County, CT. Headquartered in Rhinebeck, NDP operates from multiple substations across the region and employs more than 140 professionals dedicated to patient care.

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Empress donates ambulance

Empress staff pose with Dawn Witherspoon and her daughter, Allison Besaw, co-founders of the For Paul Foundation.

From left are Lt. Manuel Perlera, Empress Fleet Director Kyle Stevens, Dawn Witherspoon and Allison Besaw of the For Paul Foundation, and Empress Senior Director of Operations Scott Holland.

The For Paul Foundation will use the vehicle to provide relief to EMS staff on frontlines during emergencies Empress has donated a 2009 Ford E350 ambulance to the For Paul Foundation, an organization founded by Florida resident Dawn Witherspoon in memory of her husband, Paul Besaw, a critical care flight paramedic who was killed in the line of duty in 2017.

The donation will make it easier for the For Paul Foundation to transport meals and supplies to first responders during emergencies.

Witherspoon said they have been able to help during some severe events, including the 2021 Champlain Towers collapse in Surfside, Fla., and hurricanes.

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Empress Fleet Director Kyle Stevens, who played a major role in the ambulance donation, poses in back of it with a toy bear and book that the For Paul Foundation provides children affected by first-responders’ line-of-duty-deaths.

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AMBULANCE DONATION “We brought meals at 3 a.m., and there were 300 people that were searching at the towers. We had cold water in our coolers and oil for the generators,” she said. “We’ve previously had to rent trucks to bring supplies to the front lines.”

A place of sanctuary The ambulance will also be used as a sanctuary for any first responders in need of respite during crisis situations. Witherspoon said she took refuge in an ambulance to get away from the media during her husband’s funeral and hopes the ambulance will help others who need time out.

“One of the services that we came out of — my daughter was 5 at the time — and there were so many people, flashes and cameras. So we hid in the back of an ambulance until people went away. I just really appreciated that it was there at the time. We just sat there on the stretcher and waited for a little bit.

It was a little moment when we could take a break and not be in the public eye,” she recalled.

Dawn Witherspoon of the For Paul Foundation, center, poses with Empress employees during the Ride of Honor/EMS Memorial Service in Arlington, Va., in July 2025. Witherspoon stopped at the memorial service while driving the donated ambulance from Yonkers to Florida.

Witherspoon has roots in the Yonkers area. Her grandfather, William Boryk, attended Saunders High School, and her grandparents lived in Yonkers before moving to Florida when Witherspoon’s mother was a child. She said she thinks she got her concern for others from her grandparents.

blue. I had always kept in touch with my grandmother’s sister, my great aunt. One year, right around Christmas, we got a call from my cousin that my great aunt had passed away. We started talking. He used to be a firefighter, and now he works for Healey Parts,” she said.

The connection to Empress came through a cousin, Michael Kramer, who she had never met.

“My cousin called me out of the

It turned out that Kramer knew Kyle Stevens, who is fleet director at Empress. They talked about her foundation, and how they

could use an ambulance. When he learned about it, Empress President Michael Minerva, Sr., agreed to donate one.

“That’s how it happened. It’s cool, and we’re so honored and wowed,” Witherspoon said, adding that she came to Yonkers to accept the donation in person, and then drove the ambulance back to Florida, a 1,285-mile trek.

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AMBULANCE DONATION ABOUT THE FOR PAUL FOUNDATION The For Paul Foundation supports, honors, and provides education for first responders EMS, ambulance personnel, medical flight services and their families.

They provide scholarships for individuals wishing to become EMTs, paramedics, or firefighters.

The foundation works to make sure needs are met for all EMS, first responders, and their families by providing support or advocating for them on the local and national level.

Posing with the donated ambulance at the National EMS Memorial Service (from left) are Casey Shiflet, Communications Secretary, Kari Raether Director of Family Outreach and Todd Metz, Director of Air Medical Relations, all from the For Paul Foundation.

Learn more at theforpaulfoundation.org.

The ambulance will help the foundation fulfill its mission to support, honor and educate. We are excited to see the journey it will have in helping others,” she said.

“It is a pleasure to sponsor the For Paul Foundation,” Minerva said.

“We appreciate all the great work they do to support first responders and their families.”

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The ambulance Empress donated to the For Paul Foundation arrives in Florida.

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SAFETY AWARDS 164 employees recognized for safe driving Those with scores 90 or above received an extra day off

Empress recently recognized 164 employees for safe driving on the job between Jan. 1 and June 30.

Employee driving is monitored through a system in ambulances that tracks when errors are made on the road that constitute safety hazards. Empress’s Safety Team keeps track of these, and each employee receives a driving safety score. Those who received a score of 90 or above during the first six months of 2025 were rewarded with a bonus day off.

“Each vehicle has a camera system called Samsara,” said Lt. Andrew Doherty, who serves with Lt. Theo Dawydko on Empress’s Safety Team. “It tracks by video the interior of the cab and the road and uses facial recognition to detect the person driving the vehicle. Using artificial intelligence, it can recognize if a person triggers an event that might be unsafe, such as using their phone, running a stop sign, or following another vehicle too closely.”

Doherty said the scores are based on miles driven versus events that trigger the system’s alerts, so safe driving practices are noted and reflected in the driving scores.

“To improve scores, employees

Empress ambulances have a camera system called Samsara that monitors if a driver makes a move that is considered hazardous. If they do, their score goes down..

PERFECT SCORERS The following had a score of 100% for safe driving between January and June.

Mendez, Jacklyn Rampersad Kelly Tapia-Guzman, and Dean Thomas

Supervisors:

North Station Employees:

Crew Connolly, Fabiola Fauvel, Jason Haag, John Hill, Katherine Lallu, and Walt McCabe

Lamaur Burks, Eric Holmbo, Jasmine Lopes, Jennifer

Dylan Costa, Sarah Dellacamera, Kayla Flores, Kelly Kohler, Michael Maguire, Nicole Moellman, Nicole McCloskey, Rachel Robinson, Dan Stanko, Amber Sircable, Gabriella Su, Kaila Stokes, Genevieve Velez, and Michael Walrad

should drive safely, and their scores will continue to improve,” he said.

“If someone does trigger an event

that affects their score, the more miles they drive safely, their score will go back to a positive rating.”

South Station Employees:

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Empress and Dutchess BOCES partner for EMS training program

By Dutchess BOCES High school juniors interested in a career saving lives as an emergency medical technician have a new opportunity through a partnership between Dutchess BOCES and Empress Emergency Medical Services. The Career and Technical Institute’s EMT program debuted in September.

The first year of the two-year program covers 12 topic areas, which may qualify students who successfully complete the program to take the Certified First Responder exam at the end of the school year.

Topics include CPR and AED, scene safety/size-up, primary and secondary assessment, vital signs, airway management, bleeding and shock, splinting/fracture management, burns and soft tissue injuries, medical emergencies, obstetrics and childbirth, EMS operations and legal/ethical responsibilities. A half credit each of English and science is incorporated each year.

This means that if they were to volunteer with a fire department or an entity that accepts the first responder certificate, they would be able to help stabilize patients at the scene, according to Joanne Williams, coordinator of health occupations at BOCES. Instructor Danielle Bohlmann has more than 18 years of EMS experience, first as an EMT-B, then as a paramedic. She is a certified instructor coordinator with the 7

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Dutchess BOCES Coordinator of Health Occupations Joanne Williams speaks about the planned launch of the Career and Technical Institute’s EMT program at the school’s June Main Advisory Council Meeting. state and can teach everything from CPR/First Aid to paramedic (ALS) courses. She is also an EMS coordinator for a local fire department.

“When I look at pre-hospital medicine, I see a lot of potential. We are healthcare professionals,” said Bohlmann, who herself completed a Dutchess BOCES healthcare program in 2005.

Founded in Yonkers in 1985, Empress provides emergency and non-emergency services throughout Westchester County and the Hudson Valley. Deputy Chief David Grass, Empress’ assistant director of education, said, “The more people we can open up to this industry and occupation, the better it will be

for everyone.”

Students who complete both years will be eligible to take the EMT exam. Through their work as EMTs, they will be exposed to other occupations, including nursing, patient or laboratory technician, respiratory therapist and more, which may give them an edge if they choose to pursue one of those careers.

The decision to offer the program at CTI was based on student interest and the market, Principal Nick Millas said.

“We track the labor statistics and try to identify the gaps we have to help with workforce development

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to meet the needs of industry and look for student interest,” he said, adding, “We knew we have students who are part of ambulance corps and are junior firefighters.”

According to the Center for Health Workforce Studies at the University at Albany, demand for EMT and paramedics is expected to grow 25% between 2022 and 2032. The U.S. Bureau of Labor Statistics shows a national growth rate of 6% through 2033, which is higher than average. The median pay for the job in 2024 was $46,350.

“There is an EMS crisis nationwide based on the shortage of personnel in the field, whether its EMTs or paramedics, which results in a shortage of staffed ambulances in communities,” said Dutchess County Commissioner of the Department of Emergency Response William Beale. He was happy to hear about the program’s launch, noting that Empress provides two basic life support ambulances and one advanced life support fly car to the county.

“This gives students an opportunity, firsthand, to be certified and receive the practical skills training to prepare them to enter the workforce right out of high school or while they are in high school, and that is unique and has never existed before,” Beale said, referring to the fact that New York lowered the age for EMTs from 18 to 17, making this possible. “Dutchess BOCES offering an EMT program at the high school level complements the county executive’s overall initiative on improving emergency medical services in Dutchess County,” he added.

To help students get a true sense

Empress Emergency Medical Services staff wheel a patient on a stretcher. Empress is teaming with Dutchess BOCES on a program giving students access to EMS education while still in high school.

‘The more people we can open up to this industry and occupation, the better it will be for everyone.’

Deputy Chief David Grass

Assistant Director of Education, Empress EMS of the work, BOCES is purchasing an ambulance simulator that represents the back of an ambulance in which students will work.

Empress brings a level of expertise to the program and will support the program with speakers, advice, and in the second year, opportunities for ride-alongs with EMTs to help students practice their live skills in a real-world environment, Grass said.

“We see this as a win-win as it’s part of giving back to the communities we already serve,” he added, explaining that Empress will have firsthand knowledge of students and will be able to interview them for openings.

“This new program, as you build it out, can supplement and help fill personnel gaps and vulnerabilities in the system in both career and volunteer capacities. Congratulations,” Beale said.

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EMPLOYEE SPOTLIGHT

For nearly 50 years, EMS has been VP Jim O’Connor’s calling It all started with job delivering oxygen tanks in the 1970s Jim O’Connor, Empress’s Vice President of Corporate Development, has been involved in EMS for nearly five decades.

His career began in 1976 as one of the first paramedics in Westchester County, where he worked for a private ambulance service, Abbey Richmond Ambulance, providing 911 and inter-facility transportation.

He started out in a job delivering oxygen tanks to people’s homes.

This work awakened a desire to help people, as he realized that for many of them, the contact they had with the person delivering the oxygen was the only interaction they might have in a day.

“I was delivering oxygen tanks to people’s homes working for a respiratory company in the Bronx, and the person who owned the company heard about an EMT course being offered. He thought it would be good if the people delivering the tanks and interacting with patients were EMTs.” O’Connor took what was then an approximately 40-hour EMT course and discovered he enjoyed 9

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Empress’s Vice President of Corporate Development Jim O’Connor speaks at the United Way of Westchester and Putnam Day of Golf on Monday, Sept. 8. the work.

“It was taught by some of the paramedics from the first Jacobi Paramedic Program class at Jacobi Medical Center,” he said.

“When I got married in 1975, I was 20 years old and wondered if I wanted to keep delivering oxygen.

I was living in Yonkers at the time, so I went to the local ambulance company, which ironically was

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Empress Ambulance (under different ownership). At the same time, I applied for an EMT job with Abbey Richmond Ambulance in White Plains.”

A few weeks later, the manager of Abbey called him back, and O’Connor’s EMS career journey began.

“The owner of Abbey offered to sponsor me in what was then an EMT-III Critical Care program, so that’s where Advanced Life Support started for me. By ’77, I was a paramedic, by ’78, I was a supervisor, and by ’79, I was general manager of the company. I stayed there until 1981, when I got hired by White Plains Hospital to be their first EMS coordinator.”

White Plains Hospital was then designated as the Area Resource Hospital for Advanced Life Support (ALS) for all of Westchester County; there were only a handful of places doing ALS in the late 1970s and early 1980s.

Paramedic program started “At White Plains Hospital, we started the first Level IV paramedic program in Westchester, which earned college credits through Westchester Community College. Additionally, we created an accepted New York State Department of Health curriculum to “bridge” EMT-III to ParamedicIV.” In 1987, O’Connor was recruited to join the staff of Saint Francis Hospital (now known as MidHudson Regional) in Poughkeepsie. At this time, he also

Jim O’Connor, right, working as a paramedic in the 1970s. served as the executive director of a small, nonprofit ambulance service in Dutchess County.

O’Connor returned to Westchester County in 1992, taking a position as vice president of operations for Empress Ambulance, which was by this time owned by the Minerva family. The company was providing EMS for the City of Yonkers and soon added New Rochelle.

“Many successful programs started during these years with

some wonderful people working at Empress,” O’Connor reflected.

In 1997, he joined a regional ambulance company, where he held executive positions, including a promotion to president in 2012 during Superstorm Sandy. He worked with his team to expand services in New York City, Westchester County, the Hudson Valley; Philadelphia and its suburbs; Wilmington, Delaware; Baltimore, Maryland; and Pittsburgh, Pennsylvania.

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In 2015, he joined Empress’s senior leadership team as vice president of business development and government affairs. Since then, the company has seen significant growth and strategic development of new business opportunities.

O’Connor has also been active with many EMS organizations and held board positions locally, regionally and nationally. He continues to work tirelessly for EMTs and paramedics as well as the healthcare facilities and municipalities that contract for emergency medical services.

Recently, O’Connor was honored by the Westchester County Association, Hospice of Westchester, the American Ambulance Association and the the United Way of Westchester and Putnam at its Day of Golf.

“It was a great day to be out with my adult kids and my wife,” O’Connor said of the Day of Golf, “Empress and PatientCare EMS Solutions (Empress’s parent

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Above: Jim O’Connor, second from right, poses with his children Brian, Katie and Christopher, at the Day of Golf event for the United Way of Westchester and Putnam held at Scarsdale Golf Club. Below left: O’Connor speaks at a Westchester County Association event. Below right: O’Connor poses with Tom Gabriel, president and CEO of the United Way of Westchester and Putnam, and Bill Mooney, who serves on the board of directors for the United Way of Westchester and Putnam.

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company) have allowed me the opportunity to be in a position to be out in the community. I tell everyone that the men and women working 24/7 in the ambulances and in all the departments that support the company are the folks to recognize. They do the hard work, and I am always inspired by them.”

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Above left: Jim O’Connor accepts an award from Hospice of Westchester. Above right: O’Connor speaks after accepting the Hospice award. Below: O’Connor poses with other Empress staff during a Westchester County Association dinner where Empress and O’Connor were honored by the organization.

Looking forward to the future O’Connor said he looks forward to seeing what the future holds for all the employees of Empress and PatientCare Solutions as he continues to do whatever he can to make it a great place to work.

Reflecting back on his career, O’Connor said, smiling, “It’s been a good run, and there’s still gas in this tank. I love the people; I love the idea we want to keep growing and giving people an opportunity to have jobs, grow in those jobs and do good things in the community.”

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PROMOTIONS

Sandra Wilson named Lieutenant in the North Education Division

By Deputy Chief David Grass

Wilson said.

I am proud to announce that Sandra (Sandy) Wilson has been promoted to Lieutenant in the North Education Division. She started her EMS career as an EMT in 1992 and earned her CIC (Certified Instructor Coordinator) Credentials in 2018.

She has been the lead instructor for the Empress North Academy for the past two years..

She eventually took a break from the EMS field, but it was temporary.

Wilson said her parents were a big inspiration in her involvement with EMS. “My parents were both EMTs, so I thought when you grew up you

“I got out of it for a bit and then got back in it. Once you’ve got that EMS bug, you’re not out too long. I came back as a volunteer for Montgomery, and then I became an instructor about 11 years ago with Mobile Life.” were supposed to be an EMT. I started out at Mobile Life working as a paid EMT, I also volunteered for Montgomery Ambulance,”

“I’m looking forward to doing my best in this new role,” she said.

When you see her, please take a moment to congratulate her!

Jayvee Delossantos named Lieutenant of Field Operations in South Division

By Deputy Chief Walt McCabe Jayvee Delossantos has been promoted to Lieutenant of Field Operations in the South Division!

He began his EMS career in 2016 and became a paramedic in January 2020. Starting out during the height of the COVID-19 pandemic came with many challenges, but Delossantos consistently rose to the occasion with resilience and a positive outlook. Since joining Empress in July 2024, he has 13 THE PULSE

distinguished himself as both a mentor and a leader.

He shares that his journey has always pointed him toward leadership. As a new father, he brings a fresh perspective and a deep appreciation for guiding the next generation of EMTs and paramedics.

If you see him around, please take a moment to say hi and congratulate him!

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WELCOME FALL 2025 ACADEMY CLASS!

Classes started in early September for the Fall 2025 EMS Academy. The North Academy cadets are above and the South Academy cadets are below.

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SCENES FROM THE ACADEMY

South Academy Anatomy Lab: Above, students reconstructed skeletons, looked at organs in dummies and illustrations in books to learn more about anatomy.

South Academy Stretcher Lab: Below, South Academy students practice loading stretchers onto ambulances.

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SCENES FROM THE ACADEMY

Vital Signs Day: Above and left, Empress North Academy cadets practice taking vital signs.

EVOC: Above and right, Empress North Academy cadets take an EVOC (Emergency Vehicle Operation Course), learning to maneuver two types of ambulances in various scenarios.

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COMPANY SPOTLIGHT

School of EMS: Saving lives through education Instruction offered in U.S. and internationally For more than four decades, the School of EMS (SOE) has been preparing emergency responders to meet the moment when lives are on the line. What began as a local training effort at a hospital based EMS system in Texas has grown into one of the largest and most respected EMS education providers in the country, now reaching students across the U.S. and beyond.

SOE employs more than 300 dedicated staff and faculty members, each bringing unique expertise to a shared mission: saving lives through education.

Together, they support a student body of over 1,200 learners every year. These students come from diverse backgrounds, but they share one goal — developing the skills, confidence, and compassion to serve their communities in moments of greatest need.

SOE’s training programs span the full spectrum of emergency care.

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A paramedic student at the School of EMS works with a training mannequin to practice life-saving procedures. such as paramedics, the school provides structured pathways that meet learners where they are and carry them to the next level. Each program blends the flexibility of online coursework with immersive skills labs and clinical/field experiences. This model allows students to master both the science of emergency medicine and the split-second decision-making required in real-world crises.

At the heart of the School of EMS is its faculty. Many are active or

former 911 providers, bringing lessons learned on the street into the classroom. Their stories and perspectives transform textbooks into lived wisdom, helping students prepare not only for exams but also for the unpredictable realities of emergency response. This commitment to practical, handson education has earned SOE graduates consistently strong pass rates on national certification exams and praise from employers across the country.

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Did you know?

PatientCare EMS Solutions is the parent company of both Empress and the School of EMS as well as several other EMS operations around the country.

SOE’s reach is a broad one.

Clinical programs are offered nationwide and internationally, with students enrolled from Guam, Canada, the United Kingdom, Ireland, and Australia. This global footprint reflects a universal truth: the need for skilled, compassionate emergency providers knows no borders.

Grads often become leaders More than 10 percent of all paramedics in the U.S. graduate from SOE. Graduates of SOE’s paramedic program often step directly into leadership roles as lead paramedics aboard 911 ambulances.

In these positions, they guide teams, deliver critical care, and embody the school’s values of competence, courage, and compassion. Whether it’s stabilizing a patient after a car accident or reassuring a family during their worst night, SOEtrained professionals bring skill and heart to every call.

The School of EMS continues

This story is the first of a series of stories about our sister companies.

PatientCare is a leading provider of ground-based 911 emergency ambulance services and other critical healthcare logistics solutions.

PatientCare provides its partners transparency via technology and data, to deploy specialists and dispatch transportation in the most timely manner possible

for more than 400,000 patients a year.

PatientCare EMS Solutions was established in March 2018 as Paramedics Logistics Operating Company, LLC, and rebranded in 2018 as PatientCare EMS Solutions.

It operates under several local brands known throughout the United States, including Empress, Sunstar Paramedics. PatientCare EMS South Dakota, FleetPlus and the School of EMS. Look for another story in our next issue showcasing another one of our sister companies.

to grow and evolve to meet the demands of healthcare and public safety. But one thing has never changed: its mission remains rooted in the belief that the best way to save lives is to educate those who respond when it matters most.

More than just training The story of the School of EMS is more than just a story about training. It’s about impact on communities, on healthcare systems, and on the lives of countless patients and families who will never forget the face

of the provider who showed up, knelt down, and said, “I’m here to help.”

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Does your email signature follow the guidelines?

Check out the format PatientCare requires in their branding guide As part of PatientCare, Empress employees are asked to format our email signatures following the guidelines shown below from the PatientCare branding guide. This applies to our Outlook emails at @empressems.com.

Note: The Empress logo should be used in place of the PatientCare logo in our emails because we are operating as Empress Emergency Medical Services. If you need a copy of the Empress logo, please reach out to me at dradwin@empressems.com.

— Dugan Radwin

EMAIL SIGNATURES An email signature is viewed both internally and externally� The use of the primary PatientCare logo or operating logo in your email signature is required and should adhere to brand standards� Additionally, email signatures should be consistent for all employees�

Your Name Here

Your Job Title Here

 

Arial Bold, size 12 Arial, size 11

PatientCare EMS Solutions Street Address City, State Zip Phone: XXX-XXX-XXXX | Cell: XXX-XXX-XXXX | Fax: XXX-XXX-XXXX Email Address | patientcareems.com

    

Arial, size 11 Arial, size 11 Arial, size 11 Arial, size 11 Arial, size 11



Logo placement



Arial italic, size 8

This message is intended only for the use of the addressee(s) and may contain information that is PRIVILEGED and CONFIDENTIAL. If you are not the intended recipient(s), you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, do not print, forward, copy, distribute or otherwise use it. Immediately delete all copies of the message and its attachments and notify the sender.

(Automatically added content)

OTHER EMAIL GUIDELINES • It is unacceptable to use a color other than black in an email signature, as it goes against PatientCare brand standards and looks unprofessional� • Personalized messages (an inspirational quote or verse, for example) are NOT permitted� Also, do not use rogue taglines that could potentially cause brand confusion� • Emojis and other cartoon imagery are NOT permitted to be used for email account profile pictures� THIS EMAIL SIGNATURE FORMAT IS INTENDED FOR ALL NEW OUTGOING MESSAGES AND/OR FIRST REPLIES. FORMATS FOR MULTIPLE REPLIES, EITHER INTERNAL OR EXTERNAL, ARE NOT SPECIFIED IN THIS BRAND GUIDE.

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With school in session, be mindful of bus safety, inside and outside of the ambulance

By Lt. Matthew Dloughy With the school year upon us, we wanted to take this time to remind everyone about school bus safety.

Below are a few key points to remember when commuting to and from work and while responding to calls.

Stop when there is a school bus with red flashing lights on even if you are on the other side of a street.

If you are driving code and come up on a bus with its lights on, turn your lights and sirens off and wait until the bus turns its lights off before continuing code.

Be aware. Kids may dart out without looking. This is why it is so crucial to turn your lights/sirens off and to until you're sure there are

no children crossing the street or tgetting off the bus.

Please anticipate the possibility of a

longer commute to work due to bus pickup and drop off. Try to leave the house a little earlier than usual if need be.

Register your vehicle to avoid parking problems This is a reminder that if you park As Lt. Manuel Perlera noted rein any Empress parking lot, you cently in a message to those parkmust register your vehicle using ing in Yonkers: this Jotform.

“This is a kindly reminder that There have been numerous issues parking in the 740 parking lot is a with people blocking others in privilege. In order for you to park the parking lot, particularly in in that parking lot, there are a few Yonkers. things you need to do and remem-

ber. Register your vehicle, be kind and take only one parking spot, and if you have to block another vehicle, please leave the keys in dispatch. We all want to go home after getting off our shifts, thank you.”

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FALL 2025

‘Cancelled calls’ a serious misnomer Each patient deserves assessment; all cases must be documented

By Captain Bob Szeli

In EMS, trust is everything. Patients trust us to show up, assess, and act in their best interest. Our agencies trust us to uphold standards and represent the profession with integrity. And the public trusts us to document honestly because our charts often become the only lasting record of what happened.

That trust is fragile, and it can be broken quickly — sometimes by something as simple as how we document a refusal.

Every EMS provider has heard it: “They didn’t want anything, so I just marked it cancelled.” It might feel like a harmless way to close a chart. In reality, it’s abandonment, falsification, and a direct threat to your certification.

If you made contact, it’s a patient.

It is not your job, nor is it ethical, to decide whether someone “counts” as a patient or whether they “really” need medical attention. The moment you engage with a person about a medical complaint — or even just their perceived complaint — you have a provider– patient relationship.

From that point on, you are bound to act within the standards of EMS practice. Writing “cancelled” after contact is lying on a legal medical document. That’s not a gray area, 21 THE PULSE

A proper refusal includes a capacity check, an attempt at vitals, risk advisement, and signatures.

If a patient declines transport or treatment, that’s their right — but only after you’ve fulfilled your duty to assess and explain. that’s falsification.

Refusals are not shortcuts: Refusal of medical aid is not the absence of care; it is care delivered in the form of assessment, advisement, and documentation. A proper refusal includes a capacity check, an attempt at vitals, risk advisement, and signatures. If a patient declines transport or treatment, that’s their right — but only after you’ve fulfilled your duty to assess and explain. Anything less leaves them uninformed, leaves you exposed, and leaves your PCR as a liability waiting to surface.

Abandonment happens when you walk away undocumented: If you met them, spoke to them, or laid hands on them, you cannot erase that encounter with a “cancelled” checkbox. Doing so erases the record that you ever attempted to provide care. If that individual later suffers harm, your PCR won’t show you tried to offer care, it will show you lied. Abandonment is not just a legal word. It is a breach of trust that undermines the very reason EMS exists.

“Subject” and “aided” are not shields: Language matters. Calling someone a “subject” or an “aided” instead of a “patient” does not

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relieve you of responsibility. It’s deflection and semantics. Worse, it’s disrespectful to the very person who called you for help. If they dialed 911, they were asking for care, not to be reduced to a vague label that distances you from accountability. Euphemisms don’t change the reality: If you assess them, they are your patient, and you owe them your full professionalism.

The PCR is your voice when you aren’t in the room: Patient care reports are permanent, legal documents. They are how you prove what you did, what you advised, and what the patient decided.

When reviewed by QA, hospitals, or a courtroom, a “cancelled” record after patient contact doesn’t look like efficiency — it looks like fraud. The refusal process, on the other hand, protects both the patient’s rights and your license.

The bottom line:You don’t get to

decide whether someone “needed EMS.” You only get to assess, advise, document, and let the patient decide. If you touched the patient, spoke to the patient, or they said “I don’t want to go” — that is a refusal, not a cancellation. Document it like one. Protect the patient, protect your license, and protect the integrity of the profession.

In the end, this issue is bigger than

documentation: It’s about professionalism and trust. Every refusal is a chance to demonstrate respect, thoroughness, and integrity. How we handle those moments defines us, not just in the eyes of our partners, coworkers, or of the state and region, but in the eyes of our patients and our community. EMS is built on trust. Protect it with every chart you write.

ask a supervisor for some.

Please ensure you are paying close attention to the road, particularly in the early morning and evenings, as this is when the deer will be most

active in the coming months.

As always, if there are any questions or concerns, please contact a member of the management team.

— Lt. Matthew Dloughy

Be extra vigilant for deer during dusk and dawn

Make sure your truck has whistles

Deer season is upon us. With the rut (deer mating season) happening, they will begin to act erratically and do things that don’t really make any sense, like jumping in front of vehicles (more so than usual).

Please ensure your ambulance has deer whistles at the start of your shift — and if it does not, please

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Support and training available for PCRs

By Lt. Robert Gordillo

First, I’d like to extend a warm welcome to all new Empress team members who have joined us over the past two weeks. The transition to our Zoll RescueNet platform comes with its challenges, and we’re here to support every member of the team in ensuring timely and accurate documentation.

Live PCR Support For real-time PCR assistance (outside of direct, one-on-one support from a field supervisor), please contact the Yonkers main line at 914.965.5040, Ext. 3008.

This line is monitored daily from 10 a.m. to 8 p.m. by members of the PCR task force.

If you’re calling outside those hours or do not reach someone live, please submit a Service Desk ticket through Operative IQ. When submitting your ticket, be sure to include the following details to help us address your issue promptly: • • • •

Tablet ID Date of Service Run # PCR ID

Submitting a ticket through Operative IQ is the preferred method, as it ensures proper tracking and documentation of your request. You can access the Operative IQ website at through this link. Our client ID is PCLS. Login ID is your @Empressems.

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ACCESS OFFICE Go to Office.com and click log in. Your email account will be your first initial and your last name, followed by @EmpressEMS.com.

The initial password is Empress followed by the last 4 digits of your social security number. For example: Empress1234.

Please note, there are some cases where multiple employees have the same first initial and last name.

Contact an administrator to confirm your username if you are unsure or have any trouble.

Note: Office access is a great perk, as it grants access to the Microsoft Office 365 suite for you and your families. This means you have free access to Word, Excel, PowerPoint, Outlook, OneNote, Teams and more. com email account. If this is your first time logging in, please click “forgot password,” and go through the prompts to set up your account.

To create a ticket, select “service desk,” then “create a ticket” toward the bottom of the page. Select the appropriate department, then fill out all the fields. You will be able to track the progress of the ticket until it is resolved. If there are any questions, we will reach out through the platform for further

information.

Training video available A training video was assigned to everyone on Ninth Brain that will introduce you to the software and show you how to open a ticket.

If you have not accessed your employee email yet, go to Office. com and click log in. Your email account will be your first initial and your last name, followed by @ EmpressEMS.com.

If you are using a phone or tablet, please use the Outlook app, as it does not work well with the preinstalled generic email app on both iPhone and Android.

Documentation reminder: All PCRs must be submitted by the end of each tour, unless a technical issue prevents submission. If such an issue arises and cannot be resolved by a supervisor or PCR team member, a Service Desk ticket explaining the problemalong with the PCR identifying information listed above-must be submitted through Operative IQ. No employee should end their tour with open charts without notifying a supervisor.

Thank you for your cooperation and commitment to accurate documentation. Wishing everyone safe and smooth tours — please don’t hesitate to reach out if you need assistance.

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Watch out for glove box hazards

By Lt. Matthew Dloughy

Fleet has noticed a lot of ambulances have overfilled glove boxes lately.While this may not seem like such a big deal, we did have one instance where the lightbulb in one of the trucks was staying on because the glove box wasn’t closing all the way.

The compartment bulb melted the plastic housing around it and

also the plastic bag that all the paperwork was being kept in. If this hadn’t been caught quickly, it could have caused a fire.

Mechanics have noticed IV supplies and even rotten food in some of these glove boxes, so, please just take the extra step when going over your truck to make sure the glove box isn’t overfilled, and that it is closing all the way.

THE PULSE PARAMEDICS WANTED We are seeking paramedics and want to remind full-time employees who have gone through the 3-week orientation that there is a $1,000 bonus for referring a paramedic who is hired. Applicants just need to name who referred them in their application. If you know qualified people, please spread the word!

Show your support with undershirts, pins during Breast Cancer Awareness Month

By Deputy Chief Walt McCabe October is Breast Cancer Awareness Month. Since 1985, this campaign has helped promote early screenings, reduce stigma, and support those affected by breast cancer.

Breast cancer facts: • About 270,000 women are diagnosed in the U.S. each year, with about 42,000 deaths.

• Men can also be diagnosed, though less commonly.

•

While most cases occur in women over 50, younger women can be affected, too.

During the month of October only, staff are permitted to wear pink undershirts beneath uniform shirts to show our support. Small pink ribbon pins are also permitted.

This small but meaningful gesture recognizes the impact of cancer on our community, coworkers, friends, and families.

Thank you for participating in this important show of A small pink support. If ribbon pin can be worn by you have uniformed staff questions, during October please contact for Breast Cancer any member Awareness of the Month. Pink supervisory undershirts are also permitted. team.

Share a short video about why you like working here Would you like to win a $25, $50 or $75 Amazon gift card? There’s still time to shine in the first of our multi-part video competition!

How to participate: Shoot a short, one-minute video of yourself saying what you like about working for Empress and send it to dradwin@empressems.com or submit via the Social Media jotform by Nov. 30 for consideration.

Note: Please remember to include your name, mobile number and email with any content you submit.

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COMPETITION DAY

Empress’s first Competition Day was held in Yonkers on Sept. 6. Participants competed in a variety of EMS tasks and enjoyed some pizza.

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Take PPE precautions when responding

By Deputy Chief Joe Bilotto

We’ve recently observed a concerning rise in EMS calls for “exposure to unknown substance” at the Fishkill Correctional Facility and other correctional facilities in our service area. While the facilities have taken steps to change a patient’s contaminated clothing, we have found that patients are often not fully decontaminated before we arrive.

This poses a risk of secondary exposure to our providers. While most of the exposures seem to be inhaled, decontamination can consist of clothing removal and washing off any exposed skin of the patient or yourself and respiratory protection is paramount.

All EMS personnel must treat every response to corrections facilities as a potential hazardous materials incident. By adhering to these protocols, you can protect yourself and others from unnecessary risk.

PPE TIPS

1. Protect yourself first: You can’t help others if you’re exposed. PPE is your first layer of defense; use it before contact.

2. Standard precautions = Every Patient: Gloves and hand hygiene are nonnegotiable. Assume all bodily fluids are infectious.

3. Mask up for coughs and fevers: If the patient has respiratory symptoms, wear a mask and eye protection.

When in doubt, mask up.

4. Gown up for messy situations: Use gowns for vomiting, bleeding, or heavy fluid exposure. Protect your uniform and skin.

5. Think before you touch.

Pause and assess: What PPE do I need for this call?

Don’t wait until symptoms appear; act early.

6. Don and doff safely: Follow proper steps to put on and take off PPE. Avoid contamination especially during removal.

7. Stock and check your gear: Keep PPE stocked and accessible in your rig.

Check expiration dates and fit (especially for N95s).

8. Speak Up, Gear Up: If a teammate isn’t protected, say something. Safety is a team effort.

— Lt. Matthew Dloughy

The following minimum PPE requirements must be followed: Gloves: Wear nitrile or chemical-resistant gloves. Double-gloving is highly recommended if you suspect contamination.

Eye protection: Wear safety goggles or a face shield to prevent any mucosal exposure.

Respiratory protection: An N95 respirator must be worn.

Additional safety measures Avoid direct contact: Do not touch or directly handle suspicious sub-

stances or contaminated clothing.

Patient isolation: Isolate contaminated patients within the ambulance to prevent cross-contamination. Notify the receiving facility in advance so they can prepare to receive a potentially contaminated patient.

Documentation and reporting: Immediately document and

report any suspected or confirmed exposures to your supervisor. This is critical for both your health and for maintaining an accurate record of the incident. We are committed to providing you with the necessary training, equipment, and support to ensure your safety in high-risk environments. If you have any questions or require additional PPE, please contact your supervisor or safety officer.

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EMPRESS EMS

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Empress is one of the largest, most experienced emergency and nonemergency response providers in the Bronx, Dutchess, Orange, Putnam, Rockland, Sullivan, Ulster and Westchester counties as well as New York City.

EMPRESS SOUTH 722 Nepperhan Ave., Yonkers 914.965.5040 EMPRESS NORTH 10 S. White St., Poughkeepsie 845.621.9300 EMPRESS BRONX 1315 Loomis St., Bronx 888.965.5040 EMPRESS ROCKLAND 16 Carol Ave., Suite 5, West Haverstraw EMPRESS SULLIVAN 266 Main St., Hurleyville 845.436.9111

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