EMERGENCY MEDICAL DISPATCHER

City of Toronto•Toronto, ON

4d•CA$49 - CA$53•Onsite

About The Position

The Toronto Paramedic Services (TPS) 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 receiving and processing 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, they will also be dispatching and coordinating paramedic responses to emergency calls.If you are interested in learning more about the Emergency Medical Dispatcher role, you can participate in a virtual Microsoft Teams information session with Mary McNenly, Superintendent, and La Tanya Ademolu, Superintendent on Thursday, May 28, 2026 from 1300-1400 or Tuesday, June 2, 2026 from 1300-1400. 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. Thursday, May 28, 2026, 1:00 PM: https://events.teams.microsoft.com/event/24716d08-4796-425a-9617-25f48fc65d91@f0bc8ec6-9ed8-4d0c-9189-411ad949cc65 2. Tuesday, June 2, 2026, 1:00 PM: https://events.teams.microsoft.com/event/f83bfc2c-c3c3-472a-b816-bca8cb17ea3c@f0bc8ec6-9ed8-4d0c-9189-411ad949cc65 You can also visit our Recruitment Page for additional information, EMD Opportunities.

Requirements

Grade 12 diploma or equivalent as approved by the Ontario Ministry of Education or the approved equivalent combination of education and experience.
Considerable experience within a dynamic fast-paced, complex customer service environment.
Current and valid certification in CPR (minimum level C) issued no earlier than September 16, 2025
Current and valid Standard First Aid (SFA) issued no earlier than September 16, 2025
Ability to type 35 words per minute with 90% accuracy. A typing assessment will be emailed to you shortly after the posting closes.
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 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.

Nice To Haves

Postsecondary 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, Fire Pre-Service, Police Foundations) is considered an asset.
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. The cost is at the candidate's expense.)

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).