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Star EMS credited with operational changes that improved coverage; city to post monthly reports
Summary
Staff said Star EMS has made operational adjustments (on-site shift changes, echo units, dynamic deployments) that helped stabilize call response; city will post consistent monthly reports and review a full year of data in Q1 2027.
City staff and presenters credited Star EMS with several operational changes since January that helped steady service after the provider transition. Bob noted that Star changed practices such as performing shift changes on-site in Troy rather than sending crews back to Pontiac, and discussed returning echo/PFR units to supplement ALS ambulances when appropriate.
Staff said those operational adjustments, together with dynamic redeployment by dispatchers, contributed to the city meeting many of its non‑emergency goals and improving emergency coverage compared with earlier provider performance. "They have been absolutely phenomenal to work with month over month," one staff member said of Star EMS. Officials said monthly reports will be posted online and that the city will monitor trends and operational fixes in the coming months.
