• Job ID: 51873

  Job Category: Emergency, Fire and Paramedics Services

  Division & Section: Toronto Paramedic Services, PS Toronto Central Amb Control Centre

  Work Location: Fire & Paramedic HQ & EMS Station 53, 4330 Dufferin St.

  Job Type & Duration: Full Time, Temporary Vacancy, 12 months

  Hourly Rate and Wage Grade: $39.14 - $42.88, TF4048, Wage Grade 11

  Shift Information: Monday to Sunday, Rotating 12 Hour Shifts, 40 Hours per week

  Affiliation: L79 Full-time

• Number of Positions Open: 40

• Posting Period: 08-Nov-2024 to 25-Nov-2024
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Job Summary:

The Toronto Paramedic Services Central Ambulance Communications Centre (CACC) is seeking to expand our frontline communications team as part of our strategy to provide increased staffing and support in the Communications Centre and maintain a high level of service to the public.

Emergency Medical Dispatchers are the “first first responders” and a critical part of public safety communications. In addition to dispatching and coordinating paramedic responses to emergency calls, they receive and process 911 emergency calls, triaging patients using leading technology and industry-best practices providing step-by-step patient care instructions and lifesaving interventions such as guiding a caller through providing CPR.

If you are interested in learning more about the Emergency Medical Dispatcher role, you can participate in a virtual WebEx information session with Shawn Hargreaves, Superintendent on November 14, 2024 from 19:00 – 20:00 or November 15, 2024 from 14:00 – 15:00. You will have the opportunity to ask questions related to the position, working for the City of Toronto's Paramedic Services division, as well as the City's application process. Note that the material will be the same for both sessions, please only register for one (1) date and time.

Please register to participate in the information session using these links:

1. November 14: Registration is now closed.
2. November 15: Registration is now closed.

Your name and email are required for registration, but they will remain private during the session.

You can also visit our Recruitment Page for additional information, EMD Opportunities.

Major Responsibilities:

• Receives and processes all Emergency and Non-Emergency requests for ambulance service.
• Provides outstanding customer service to all external and internal customers, including co-workers.
• Determines nature and urgency of requests for service and prioritizes incidents utilizing The Medical Priority Dispatch System (MPDS). Dispatches emergency medical and other support vehicles to the call, assessing current location, status of Paramedic Services fleet, roads, etc.
• Effectively and continually monitors all dispatch systems, tools, and devices to respond appropriately to call information as obtained, altered, or updated.
• Coordinates non-emergency transfers.
• Coordinates out-of-town requests with hospitals, vehicles, and other EMS Control Centres.
• Redirects Paramedic Services destination using Toronto Paramedic Services Patient Distribution System.
• Confirms incoming information with caller, inputs data into computer, and routes same to dispatch desk together with any additional information provided by allied agencies e.g., police, fire, etc.
• Adheres to all protocols, procedures, and practices relative to both call receiving and dispatch functions as provided through ongoing training and continuing dispatch education.
• Maintains open communication with neighboring Central Ambulance Communication Centres to effectively coordinate seamless, cross border response to both emergency and non- emergency call requests.
• Fosters and maintains a cooperative working relationship with allied emergency services communication personnel.
• Consistently meet all Toronto Paramedic Services and Ministry of Health performance expectations including minimum accreditation call performance compliance.
• Always demonstrate complete integrity.
• Applies sound judgment and discretion while performing duties.
• Protects the confidentiality and privacy of each patient’s personal health information in accordance with the Personal Health Information Protection Act (PHIPA).

Key Qualifications:

Your application must describe your qualifications as they relate to:

1. Must have Grade 12 diploma or equivalent as approved by the Ontario Ministry of Education or the approved equivalent combination of education and experience. Post-Secondary Degree or Diploma in an area pertinent to the job function (i.e., Patient circle of care related fields including 911 Tele-Communications, Paramedicine, Nursing, Social Services, Psychology) is considered an asset.
2. Experience within a dynamic fast-paced, complex customer service environment. 
3. NOTE: The following Certifications must be completed prior to start date:
4. Current and valid certification in CPR (minimum level C) issued no earlier than March 19, 2024
5. Current and valid Standard First Aid (SFA) issued no earlier than March 19, 2024
6. Certification as an Advanced Emergency Medical Dispatcher by the International Academies of Emergency Dispatch (IAED - This course will be hosted by the Division and successful candidates will be notified when to register; this course is not required for Application.)

You must also have:

• Ability to communicate effectively and clearly in English (both written and verbal) under stressful conditions.
• Excellent keyboarding skills commensurate with the demands of the position.
• Advanced working knowledge of Microsoft Windows in a multi-screen computer environment.
• Ability to work 12-hour rotating shifts including days, nights, weekends, and statutory/religious holidays.
• Ability and commitment to learn and maintain advanced knowledge of the geography of the Toronto area, including major streets, highways, public transit, hospitals, primary medical facilities, and therein.
• Ability to work for sustained periods of time while physically connected to the telephone and computer aided dispatch console.
• Hearing and vision (including colour vision) appropriate for call-taking/dispatching functions are required.
• Ability to exercise good judgement in public relations when dealing with members of the public, allied agency personnel and co-workers.
• Ability and dexterity in handling call-taking and dispatching functions using computer aided dispatch, decision support software and multi-line telephone and radio communications systems.
• Ability to complete incident reports as per legislation.
• Ability to handle confidential and personal information and ensure the confidentiality of all records containing personal information under the custody or under control of CACC.
• Ability to identify critical tasks and prioritize the same.
• Ability to work efficiently and effectively in a multi-tasking high stress environment.
• Excellent decision-making ability while performing under stressful conditions.
• Ability to appropriately respond to rapidly changing circumstances and ever-changing technological systems.
• Ability to apply learned skills in practical, real-time application.
• Highly developed interpersonal and communication skills and the proven ability to work effectively independently and as a member of a team.

Notes

• Applicants requiring a certified copy of their Secondary School Transcripts or education equivalency documentation can contact the appropriate office(s) listed on our Toronto Paramedic Services Recruitment website.
• All education documents listed in the resume and/or application will be requested.

NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:

City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.