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About Cleveland EMS

Division Structure

EMS Organizational Chart

The Commissioner of EMS, Medical Director, and Deputy Commissioners of Operations and Administration oversee the work of the various sections, as seen in the EMS organizational chart.


The Division of Emergency Medical Service prides itself on the diversity of its personnel, mirroring the diversity of the community which they serve.

The division places a strong emphasis on actively recruiting personnel from varied walks of life to become part of an organization made up of individuals from various cultural, religious, and racial backgrounds.

Because of its especially diverse workforce, the Division of EMS is recognized as a leader in this area.


Ambulance/Field Section

This section is the most important and most visible section of the Division of EMS.EMT-Basic/EMT-Paramedics must be able to work well under pressure during stressful situations. Employees of this section respond to 911 calls to treat and transport ill and injured Cleveland citizens and visitors. These highly trained professionals perform the selfless act, on a daily basis, of caring for strangers as if they were family members. All other sections within the division work diligently in support of the Ambulance/Field Section to ensure that these employees have the appropriate and necessary tools to perform their jobs quickly, efficiently and effectively.

Communications and Dispatch Section

This section is responsible for answering 911 calls and dispatching ambulances. By utilizing a state-of-the-art Computer Aided Dispatching system along with ProQA call prioritizing software, these certified Emergency Medical Dispatchers can give callers pre-arrival medical instructions while the ambulance is en route. The dispatching system also ensures that the most appropriate ambulance receives the information needed for emergency response in the most timely and efficient manner.

Homeland Security Section

This section works with the other City of Cleveland Public Safety Divisions and local and federal government agencies to educate, prevent, and prepare the City of Cleveland in regards to events which could cause mass injuries, including natural disasters and terrorist incidents. This section coordinates with the Logistics Section to ensure that the division retains appropriate special emergency equipment and that vehicles and equipment can be quickly assembled in the event an incident arises. They work with the Education/Continuing Education and Training Section to educate and prepare the EMS personnel.

Logistics Section

Logistics Section employees are responsible for ordering, tracking, and distributing all supplies required for the division, including the appropriate equipping of ambulances. In addition, they oversee the maintenance and servicing of ambulances and support special operations vehicles. They are responsible for coordinating vehicles and supplies for special community events where the division’s services are requested.

HIPAA Compliance Section

Cleveland HIPAA Information Publication

The HIPAA Compliance Section ensures that patients' privacy rights are protected and that EMS employees are following the federal HIPAA (Health Insurance Portability and Accountability Act of 1996) laws for patient information.

Information Technology Section

This section oversees all computer equipment, issues, and related technology projects within the Division of EMS. Employees of this section work with other City divisions and outside agencies to ensure that EMS is at the forefront of technology. They are responsible for maintaining, troubleshooting, and training personnel on the computerized Penbase Patient Reporting System along with the Mobile Computer Aided Dispatching System.The mobile computing Penbase System allows EMS personnel to quickly and efficiently capture critical patient information. The mobile dispatching system uses a built-in GPS mapping system which guides EMS crews to their destinations. This same system enables immediate intra-agency communication and the gathering of accurate statistical data.

Scheduling Section

This section is responsible for ensuring that each shift has an appropriate number of employees for daily operations. They schedule and track vacation and other benefit time requested by EMS employees.  This section is also in charge of scheduling fully equipped ambulances for public events.

Medical Records Section

Medical Records Request Form

The Medical Records Section maintains patient care records. They provide official copies of these records for legal, medical, and billing purposes.

Division of EMS
Nicole Carlton
Acting Commissioner
1701 Lakeside Ave.
Cleveland, Ohio 44114

P: 216.664.2555
F: 216.420.8373
TTY: 800.750.0750
TDD: 216.623.4546
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National Terrorism Advisory System (NTAS) check current status

Pledge to the Community


We are committed to improving the quality of life in the City of Cleveland by maintaining the highest ethical and professional standards of pre-hospital care, treating our patients with dignity and respect, and caring for each patient as if they were a member of our own family.

-Cleveland Division of EMS