Customer story · Fire
How El Paso Fire Department is treating their employees like tactical athletes.
0.0 days
Avg. wait time to initial appointment
0+
Est. overtime shifts saved
$0k+
Saved in est. backfill spending costs
Source: Ready Rebound CRM System and Ready Rebound Dashboards, July 2025 – July 2026
The department
Due to its remote location, El Paso, Texas, is known as a “landlocked island.” This presents a unique challenge for Fire Chief Jonathan Killings, who oversees a team of over 1,000 firefighters across 36 stations. He knows firsthand how important it is to keep his department fully staffed and ready.
One department
The challenge
Similar to other large fire departments, El Paso Fire experiences recruitment challenges and staffing gaps. Some of these staffing gaps were results of injured employees who couldn’t find the care they needed quickly.
“We lost good employees because they were stuck in the process for so long and had to retire.”
Jonathan KillingsFire Chief · El Paso Fire Department, TX“When a firefighter is injured, their recovery is not the same as somebody sitting behind a desk. They have to be able to get back to performance levels quickly.”
Jonathan KillingsFire Chief · El Paso Fire Department, TXThe solution
When Chief Killings learned about Ready Rebound, the concept of treating firefighters like professional athletes immediately clicked. El Paso Fire partnered with Ready Rebound in 2024, and Ready Rebound’s Navigators went straight to work behind the scenes to coordinate care for their members.
What changed
“A lot of people don’t understand the physical demands of this profession. Ready Rebound understands that.”
A personal test of the program
Not long after launching the partnership, Chief Killings tried the service firsthand. While participating in a charity sports event, he broke his collarbone and fractured several ribs. He decided it was time to put the program to the test.
“I called the hotline right from the ER waiting room, and everything worked exactly the way Ready Rebound said it would.”
Jonathan KillingsFire Chief · El Paso Fire Department, TXWithin days, Ready Rebound secured an appointment with one of the top orthopedic specialists in the city. His personal experience using Ready Rebound confirmed his confidence in the program.
An ongoing partnership
“In order to recruit and retain great firefighters, you have to show you’re invested in them,” says Killings. “Ready Rebound is a perfect example of that investment.”
He also points out the operational benefits for city leadership, including reduced backfill costs, fewer staffing gaps, and stronger employee morale.
“I always recommend Ready Rebound. They are a partner who does exactly what they say they’re going to do.”
Jonathan KillingsFire Chief · El Paso Fire Department, TXMore customers
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