Ambulance Communications Officer (Irregularly Scheduled/ON-Call)

Effective January 1st, 2024 the salary range for this position is$37.36 to $45.69 per hour in compliance with OPSEU Unified Bargaining Unit collective agreement provisions. The new rates, effective retroactive to January 1, 2024, were recently confirmed and dates for implementation of the new salary rates are still to be determined.

Consider this challenging and rewarding opportunity as an Ambulance Communications Officer with the Ministry of Health, Mississauga Central Ambulance Communications Centre (CACC) where you will coordinate life-saving work.

Central Ambulance Communications Centres across the Province receive 911, emergency and non-emergency requests for ambulance services and ensure the right people and resources arrive on scene, no matter the time of day or place. You will join a team of dedicated individuals who serve Ontario's citizens and visitors with high-quality pre-hospital care and are often the first point of contact for patients entering the Ontario health care system.

Learn more about the recruitment process, training program and certification for a career as an Ambulance Communications Officer here. We have also developed a self-assessment survey to help you determine if a career as an Ambulance Communications Officer is the right fit for you.

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.

What can I expect to do in this role?

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.

How do I qualify?

Mandatory

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.