Operations Center

Air Evac Lifeteam has a state-of-the-art Operations Center that includes medically trained communications specialists, a FAA-approved Operations Control Center, Maintenance Control and Field Resource Specialists. The Operations Center is staffed 24 hours a day, 7 days a week.

Communications Specialists

Air Evac Lifeteam's network of more than 125 bases across 15 states is centrally controlled and directed from the company's Operations Centers in O'Fallon and West Plains, Mo. The Operations Centers feature more than 100 Communications Specialists and additional aviation professionals trained under the FAA-approved Operations Control Specialist program. They watch, and communicate with, flight crews via radio over Internet protocol (ROIP) and satellite, using real-time technology and SkyTrac® satellite tracking systems, resulting in superior oversight, operational control and management of a geographically dispersed service area.

Communications Specialists, including the on-duty Communications Supervisor, have additional industry-standard training in flight request call-taking and emergency medical dispatching (EMD), which enables them to give pre-arrival instructions, including immediate first-aid measure, how to perform CPR or control bleeding.

Operations Control Center

Air Evac Lifeteam employs 12 commercial aviation professionals as Tier 1 Operations Control Specialists with experience as pilots and/or aviation dispatchers. These specialists serve as virtual co-pilots and provide timely, accurate information to aid pilots in making decisions regarding weather, aircraft and regulatory issues.

Operations Control Center services include:

  • Providing accurate, up to the minute weather information compiled from numerous National Weather Service and/or FAA-approved sources, including: Schneider Electric’s RotorWatch, ADDS, and high definition NEXRAD Radar Software Systems.
  • Evaluation of "Operational Windows," including real-time risk analysis, proactive flight monitoring and flight management assistance.
  • An available reference library of federal aviation regulations, publications, sectional aeronautical charts, aircraft flight manuals, MEL, Operations Manual, and Company Policies and Procedures. When a pilot has a question regarding any regulation, policy or procedure affecting a flight, the Operations Control Specialists can access and provide that information on a real-time basis.
  • The goal of the Operations Control Center is to provide pilots with the information they need when they need it – prior to a flight or during a flight and the weather suddenly starts deteriorating or they have been asked to alter their route.

Field Resource Specialists

Air Evac Lifeteam also employs a staff of Field Resource Specialists within the Operations Center. This team is available 24 hours a day, 7 days a week, and serves as a clinical resource for medical crews on the aircraft.

From protocol clarification, policy and procedure reference or equipment problem solving, the Field Resource Specialists provide immediate information to the crews. They have the ability to readily contact the company's medical directors, transferring physicians or the receiving facilities while the crew is in-flight to discuss current situations and immediately pass information from the physicians to the crews.

In addition to crew resource utilization, Field Resource Specialists offer assistance to transferring hospitals in locating a receiving hospital for patients in need of a higher level of care.

Maintenance Control

Maintenance Control provides support to Air Evac Lifeteam pilots and maintenance technicians 24 hours a day, 7 days a week. Each Maintenance Control team consists of two Maintenance Controllers, one Maintenance Control Records coordinator and one AOG Helpdesk associate. The Maintenance Controllers provide maintenance dispatch services, ensure our pilots and technicians adhere to all FAA regulatory requirements and company policies and procedures, and provide a higher level of technical support and direct access to the OEMs. The Maintenance Control Records Coordinators audit all maintenance paperwork and ensure that the helicopter maintenance record keeping systems are appropriately updated and maintained. The AOG Helpdesk Associates provide specialized support for high-priority materials and tooling requests and ensure maintenance technicians receive the necessary materials and tools they need to maintain Air Evac’s fleet of helicopters.

Through a significant investment in its highly-skilled personnel and a capital investment of more than $5 million in collaboration with technology leaders such as Avaya and Cisco, Air Evac Lifeteam's Operations Center leads the air-medical industry with a centralized approach that facilitates tight operational control and rapid response, ultimately resulting in safe, reliable aviation operations and timely, high-quality patient care.

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