Brattleboro to revisit EMS system with FY29 study, added public information efforts

Public feedback was communication remains a weak spot, especially because board meetings are not always the easiest setting for questions about the EMS program.

The town will wait until fiscal year 2029 to take a closer look at its municipal emergency medical services program, after the Select Board unanimously endorsed a recommendation from the EMS Working Group that also calls for better public communication.

The panel was created after a non-binding article at annual Town Meeting and included Board Chairman Oscar Heller and board member Nell Mayo. According to a memo, they heard from dozens of residents while reviewing how the system is explained and reported to the public.

Fire Chief Jay Symonds said the department is not objecting to the planned review, and he sees value in having an outside party examine the program after more operating history has accumulated. By that point, the town will have four years of transport data, which he said should give a fuller view of how the system is functioning.

The working group’s report said only a small number of people wanted an immediate study. Most of those contacted were comfortable waiting, in part because more data would allow for a stronger analysis and because starting now would require money that had not been budgeted.

Heller told the board that the goal was not to reopen earlier decisions, but to build a better understanding of how the program works. He said the timing in FY29 gives the town more space than simply returning to the issue after a few months, though he added that no exact formula determined that year.

Public feedback on the quality of EMS service was described as consistently positive. The memo said no one raised concerns about the level of care, and many residents offered appreciation for the service.

At the same time, the group said communication remains a weak spot, especially because board meetings are not always the easiest setting for questions or detailed discussion about the EMS program.

To address that, the recommendation calls for continued improvements to monthly reporting, closer collaboration with the public, expansion of the EMS data webpage, and the addition of a Frequently Asked Questions section. The town is also being asked to keep engaging with residents to better understand their concerns and explain the system more clearly.

Town Manager John Potter said the town website already includes EMS cost information in the data section, and monthly revenue and expense figures are presented at board meetings.

Board Vice Chairwoman Amanda Ellis-Thurber called the proposal practical and specific. Symonds said the goal is to make the program easier for residents to understand and to strengthen transparency around budgeting and operations. He added that the working group meetings, where EMS and fire officials could answer questions directly, helped clear up confusion, and that website updates are underway to make the information easier to follow.