Randy Lyman

Director of Service Delivery

One of the best things we can do in terms of customer service is to treat our employees right. If they’re feeling happy and respected, that reflects well on us a company.

Randy’s background

Randy has been involved in EMS in Sonoma County since 1978. “I started as a volunteer at age 16,” he shares. “I always had an interest in public safety, and volunteering for the fire department gave me that opportunity. And in 1980, I started my ambulance career.”

Randy & REACH

Randy has a long history with REACH. “I was one of the original paramedics back in 1987,” he says. “I worked for REACH until 1998, and then I came back in 2004 as a Medical Crew Supervisor. Then I was a Base Manager, then a General Manager. I’ve been in my current position as Director of Service Delivery since early 2013.”

Randy identifies his two top priorities as: 1) being a servant leader to the GM group, and 2) putting together all of the operational aspects that assure REACH is prepared to serve its customers, patients and partners. Just what does “all of the operational aspects” encompass? “The two million tasks that come under that heading,” Randy answers. These tasks include ensuring staffing levels, ensuring appropriate depth of resources at all of the bases, handling conflict resolution and representing REACH to the public.

A few words…

About our crews: “Our crews just do such a great job, and I want to acknowledge that. This work is important, and it does make a difference.”

About REACH Cares: “REACH Cares gives us real-time feedback about how we’re doing. The impressive thing to me is that well over 90% of the comments are positive. And when there are negative comments, we address whatever the issue is so that it doesn’t linger. There have actually been times when I’ve contacted the customer who filled out a REACH Cares form before the patient even arrived at the hospital. It’s good customer service, and it helps us continually improve.”

To Randy, who is “the customer”?

Randy says, “I look at two different types of customers, external and internal. External includes patients, hospitals, EMS companies and regulatory agencies. Internally, I view everyone within the company as a customer. I’m here to meet the needs of all of the departments within REACH.”

How does he connect with the customer?

Randy shares his top four practices:

  1. Be accessible and responsive.
  2. Be a good communicator.
  3. Address concerns as they come up.
  4. Be willing to adapt to internal and external customers’ needs.

To illustrate…

“We have an ‘Administrator on Call’ available 24/7 in case something comes up. One time when I was AOC, I got a call from the Nursing Supervisor at UCSF. She said she had an odd request. She told me, ‘We have a baby that’s about to expire, and her mom’s up in Eureka. She’s not a patient, it’s not billable, but we really want to get her here.’ So we flew to Eureka, picked up the mom, and she got to spend 30 minutes with her baby before the baby died.”

“I have made numerous decisions that have cost this company money, and I’ve never been questioned,” Randy shares. “In this company, ‘Always do what is right for the patient’ is not a shallow statement. There is such a comfort level in knowing that I’ll be supported.”