Ambulance Communications Officer (Irregularly Scheduled/On-Call)

About the job

In this role, you will:

• Process 9-1-1 emergency and non-emergency requests for ambulance service using a complex Computer-Aided Dispatch system
• Provide timely and accurate dispatch services to callers, ambulance service providers, and other emergency health services system stakeholders.
• Communicate with individuals who are under stress in a respectful, patient, and calming manner
• Apply your critical thinking and problem-solving skills to assess real-time emergency situations • Direct ambulance movements and coordinate response efforts with partners such as Fire, Police and Ornge Air Ambulance
• Provide pre-arrival instructions including first aid and telephone-assisted cardio-pulmonary resuscitation (CPR) while awaiting the arrival of paramedics or tiered emergency responders.

Ambulance Communications Officer Training Program:

Upon hiring the successful candidate will be required to complete a comprehensive six-week Entry-to-Practice (ETP) training program. The training will focus on core protocols, procedures, and systems for land ambulance dispatching and emergency call taking.

If successful the employee will then return to their dispatch centre for an up to 6-month, local on-the job training and coaching program. For training only, the incumbent will be required to work full-time hours. This will allow them to develop and enhance their newly acquired skills with the support of experienced peers and supervisory staff.

Hours of Work

• Ambulance Communications Officers work pre-scheduled shifts for up to 40 hours per week. You are expected to work rotating shifts in a 24/7 environment, including weekends and holidays.
• What you bring to the team

Mandatory requirements

Job offer is conditional on the candidate successfully completing the following requirements:

• Proficiency in typing at 35 w.p.m. with 90% accuracy
• Successfully pass CritiCall pre-employment testing
• Security clearance, including Criminal Record Check
• Entry-to-Practice (ETP) training and local on-the job training
• Ambulance Communications Officer Certification
• Standard First-Aid and Targeted Responder CPR Certificate within 30 days of employment
• Restricted Radio Operator Certificate within 30 days of employment Multi-Tasking, Organizational and Memory Recall Skills
• You can coordinate and prioritize multiple concurrent calls for services and delegate tasks when required
• You can maintain control of situations under pressure and manage on-going stress effectively
• You have memory recall skills to receive and retain critical information from callers Decision Making, Problem Solving and Critical Thinking Skills
• You have professional judgement to assess “real-time” circumstances of emergency situations to determine and deploy appropriate assistance to callers
• You can critically assess and anticipate problems to determine alternative solutions that will ensure the timely delivery of effective patient care.
• You have the ability to acquire, interpret and apply knowledge of Central Ambulance Communications Centre operations, policies, practices and processes, as well as sections of the Ambulance Act and other related Acts.

Interpersonal, Communication and People Skills

• You have patience, empathy, and assertiveness to effectively communicate with callers and maintain control of a call while calming others
• You can manage issues using appropriate communication techniques and escalate when necessary
• You have written communication skills to update information, prepare reports, and respond to requests for information.
• You have teamwork skills to work collaboratively with others in a fast-paced, critical incident environment
• You have listening skills to function effectively in a non-visual environment to receive, discuss and understand detailed information from callers Other Professional Skills
• You demonstrate customer service skills and respect towards others in all areas of your work
• You have proficiency in computer software and computer-based telecommunications applications
• You can demonstrate resiliency in the workplace by remaining positive, flexible, and organized even under pressure.
• You have the ability to work in a fast-paced, high stressful environment.

Don't meet every qualification?

• If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!
• How we support diversity, inclusion and accessibility

We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.

Our hiring process is accessible, consistent with Ontario's

Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005.

We are working to prevent and remove barriers in our hiring processes and can offer accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please contact us.

Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace: diversity, equity and inclusion initiatives accessibility Anti-Racism Policy What we offer The Ontario Public Service is one of Ontario's largest employers. Employees work for 29 ministries, with offices in more than 70 cities across the province. We offer:

• a career that can grow across ministries and job functions
• flexible learning and developmental opportunities, including education and mentorship programs
• a comprehensive compensation and benefits package
• comprehensive benefits that look after your holistic wellness needs
• base salary that aligns to market trends with performance-based pay and scheduled salary progression
• tailored work arrangements, including opportunities like flex hours, self-funded leave and more
• a modern, friendly and accessible physical work environment