Communications Officer Trainee - Emergency Medical Dispatcher

CityofOttawa•Ottawa, ON

33d•$31 - $34•Onsite

About The Position

The Communications Branch of the Paramedic Service is responsible for optimization of CACC services, paramedic system improvements and associated quality improvement programs, effective and efficient paramedic deployment, and public reporting. You are responsible for providing optimum emergency medical call taking and dispatching services for the Eastern Ontario Catchment Area in accordance with Provincial legislation and City of Ottawa policies. You provide quality and accessible dispatching services in response to the needs of the client/patient. Service is provided in the most efficient and effective manner possible. Under direct supervision, you receive and assess calls for medical assistance, provide medical pre-arrival instructions to callers, and deploy emergency vehicles and paramedics to obtain maximum coverage and efficiency. Calls received include, but are not limited to: emergency/distress calls, request for medical service, general information, general inquiry and complaint calls. Dispatch duties include assigning the most appropriate ambulance/resource (i.e. air ambulance, bike team, marine and tactical teams) to respond to the location of the emergency and providing the ambulance crews with all pertinent information.

Requirements

One year of post-secondary education in Emergency Communications, Public Safety or Health Care.
Minimum of 4 years of experience in a customer service field (face-to-face or telephone).
Current Standard First Aid, CPR and/or AED certificates
Superior understanding of the concepts and procedures of medical oriented dispatch and pre-arrival instruction to callers in emergency situations.
Working knowledge of aircraft operations (e.g. safety aspects to provide pre-arrival instructions to callers, of response time to effectively schedule ambulance rendezvous, of specialized equipment such as incubators).
Thorough knowledge of medical and technical terminology and all aspects of ambulance operations.
Working knowledge of appropriate sections of the Ambulance Act, Mental Health Act, Coroners Act, CACC Local Operating Procedures, Medical Priority Dispatch System, and Pre-Hospital Medical Response System: The Patient Journey.
Superior knowledge of streets, roadways, communities and transportation systems.
Ability to interpret various plans and maps.
Working knowledge in policies and procedures of Emergency Medical Services
Working knowledge of current methods, techniques, and theories used in pre-hospital care at the Basic and Advanced Life Support levels and ability to apply them competently.
Working knowledge of the operation and maintenance requirements of the various types of equipment and vehicles used by Ottawa Paramedic Service.
Working knowledge in utilizing corporate software used in the Ottawa Paramedic Service Communications, including but not limited to radio, telephone and computer systems i.e. CAD, Outlook, Word, Internet and any technological upgrades.
Knowledge of applicable health and safety legislation, including the rights and duties of workers.
Deal with constant emergency, high stress situations over the telephone;
Communicate effectively and tactfully both orally and in writing;
Make sound, independent decisions and exercise discretion in decision making, during emergency, distress, difficult or stressful situations and, be accountable for such decisions;
Perform multi-tasks;
Read, interpret, understand and explain policies and procedures including Ottawa Paramedic Service protocols;
Superior data entry, typing and keyboard skills;
Strong memory recall;
Effective organization skills;
Ability to use and operate basic office and telecommunications equipment including fax machines photocopiers, computer, printer and email;
Establish and maintain effective working relationships with Ottawa Paramedic Service staff and members of allied emergency services
Strong interpersonal and communication skills combined with excellent customer service skills
Professional, polite and patient telephone and radio demeanor
Must be able to meet deadlines
Flexibility and adaptability
Strong service attitude
Ability to work effectively in a team environment
Good attendance record
Punctual, reliable and dependable
Ability to work effectively within a 24/7 shift operation.
Language Requirement: Designated Day 1 Ready – immediate requirement for language proficiency: French: oral. English: oral, reading, writing. Candidates must meet language requirement for position upon hire.
Police Record Check: The successful candidate will be required to complete a Criminal Records and Judicial Matters Check (Level 2) with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction.; Police record checks completed by a third-party company will not be accepted.
You will be required to attend, understand, and successfully complete all training and courses mandated by the Branch to ensure you can perform the duties of a Communications Officer both effectively and in compliance with all legal requirements.
The Ottawa Paramedic Service has a Mandatory Vaccination Policy which requires all employees to be vaccinated against COVID-19 and provide proof of vaccination as a condition of employment.

Nice To Haves

Emergency Medical Dispatcher (EMD) Certification course is desirable
Current Emergency Medical Responder certificate (EMR) is desirable

Responsibilities

Receive and assess calls for medical assistance.
Provide medical pre-arrival instructions to callers.
Deploy emergency vehicles and paramedics to obtain maximum coverage and efficiency.
Assign the most appropriate ambulance/resource to respond to the location of the emergency.
Provide the ambulance crews with all pertinent information.

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