EMS Project Coordinator

About Our Company

Bill Howe started AM/PM Sewer & Drain 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.

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 |

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.

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

• 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.

• 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.

• 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.

• 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.

• 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…