STARS Vigilant Team Lead

Job Responsibility:

We fight as innovators. As boundary-pushers. We fight as world leaders in emergency medical care. We fight because every life is worth it. When our first helicopter took flight in 1985, we radically changed the way critical care was delivered. Our crews comprise of life-saving professionals that receive advanced medical training to save lives. Every patient aboard a STARS helicopter is in the care of a crew who excel and are innovative in their roles. Totally patient-centered, we're finding ways to get to the people who need us, no matter where they are. From improving our reach in rural areas to leveraging technology, we're finding ways to bridge the gap and make the impossible, possible.

STARS is a charitable, non-profit organization that flies over 3,000 missions each year providing time, hope and life-saving care for the critically ill and injured. If you care about doing work that makes an impact in people's lives, we want to hear from you!

STARS Vigilant Team Lead - Calgary Base - 1.0 FTE The STARS Vigilant Team Lead acts in a leadership role within the STARS Emergency Link Centre (ELC). The ELC contains two distinct teams, one coordinating emergency management to industry clients via our STARS Vigilant team, the other dispatching Helicopter Emergency Medical Service (HEMS) via our Critical Patient team. Acting in partnership with a fellow cross-shift Vigilant Team Lead , this role acts as a pivotal link for STARS Vigilant Team Members. It provides immediate leadership and operational oversight to our Emergency Communications Specialists (ECSs). Additionally, it involves fostering client relationships and actively contributing to business efficiency and expansion initiatives under the guidance of the Vigilant Operations Manager. With a commitment to our mission, the STARS Vigilant Team Lead ensures seamless coverage for our 24/7 operational team. Working on a rotational schedule of 4 on / 4 off, this role collaborates closely with the Vigilant Operations Manager, clients, and all essential teams within STARS. Together, we uphold excellence as the standard practice in all ECS, work alone monitoring and industry call taking operations. While this role is not directly involved in the coordination of Helicopter Emergency Medical Services, you will be exposed to sensitive, and occasionally distressing, information related to trauma patients. The ability to effectively and confidentially handle this type of information is a must. To learn more about STARS Vigilant , visit our website . Is this challenge for you?

• Provide direct and immediate operational leadership to a team of Vigilant Emergency Communications Specialists (ECS), acting as the primary point of contact for addressing concerns, troubleshooting issues, and coaching members to employ critical thinking in resolving time-sensitive matters

• Develop and maintain appropriate external connections with STARS Vigilant clients under supervision of the Vigilant Operations Manager, fostering relationships that contribute to client retention and business expansion, including participation in annual service reviews when necessary

• Collaborate with other Team Leads to deliver and uphold a robust quality assurance program, providing timely assessment and feedback to the operational team to maintain performance standards
• Work closely with the Vigilant Operations Manager to ensure closed-loop communication with the team
• Work closely with the Vigilant Operations Manager to foster effective communication within the team and identify opportunities to streamline processes, promote efficiency, enhance ELC technology, and cultivate a culture of continuous improvement, supporting overall business growth and team development
• Cultivate strong working relationships with departmental support functions, including but not limited to the ELC Technology team, Business Development Sales Officers, HR, and STARS IT team, to facilitate collaboration and support organizational objectives
• Conduct ongoing coaching and annual performance reviews with individual Vigilant Operational team members, providing guidance and support for professional development and performance improvement
• Collaborate with Critical Patient Team Leads on broader ELC challenges to maintain a positive, professional, and healthy work environment within the ELC
• Review safety reports, make recommendations, and note mitigating factors to ensure a safe and secure work environment
• Assist with new client onboarding and business development tasks, contributing to the expansion and success of STARS Vigilant services
• Maintain a high standard of personal excellence in the regular performance of day-to-day Vigilant Operational duties, setting an example for the team and upholding organizational standards
• Assume on-call responsibilities, supporting day-to-day operations and emergency response plans on a rotational schedule within the ELC Leadership team, ensuring operational readiness and responsiveness
• Serve as a subject matter expert in Vigilant call-taking policy and procedures, providing guidance and expertise to team members as needed, including assisting with new client and team member onboarding processes
• Adaptably take on supplementary responsibilities as needed to fulfill team objectives and meet evolving organizational needs

This role is required to work a 4 on 4 off rotation in our call center to include a mix of operational as well as non-operational administrative shifts. The schedule will vary including day, night, weekend, and holiday coverage in a 24/7 environment. Do you have what it takes? The successful candidate will have strong leadership abilities, exceptional customer service, and communication skills, along with a collaborative mindset. Critical thinking, strategic leadership, conflict resolution, facilitation, and multitasking skills are all pivotal for success in this role. In addition, we are looking for someone who:

• Inspires and energizes their team, fostering a collaborative environment and driving continuous improvement initiatives to streamline processes and boost productivity
• Demonstrates resilience and adaptability in dynamic work environments, maintaining composure under pressure and guiding the team through change with confidence
• Promotes positivity and open communication, resolving conflicts effectively and nurturing a culture of mutual respect and collaboration
• Exhibits decisive leadership during critical moments, making informed decisions swiftly and rallying the team towards shared goals with determination
• Manages schedules, payroll, and operational needs efficiently, ensuring optimal staffing levels and seamless coordination between client demands and team resources
• Upholds high standards of accuracy and attention to detail, setting a precedent for excellence in all aspects of work
• Communicates clearly and effectively, both verbally and in writing, facilitating seamless coordination among team members and stakeholders
• Works autonomously with accountability, prioritizing tasks effectively and meeting deadlines consistently in fast-paced environments
• Proficient in public safety telecommunications software, mapping tools, radio systems, Computer Aided Dispatch (CAD) software, telephone conferencing platforms, and Microsoft Office suite preferred
• Typing speed of at least 30 words per minute, ensuring efficient communication and data entry
• Successful completion of skills assessment conducted by our team
• Experience working in an emergency call center environment; background in emergency response is considered an asset
• Preference will be given to individuals with prior experience working in a leadership role

As this position has been identified as safety-sensitive, employment of the preferred candidate will be dependent upon successful completion of a pre-employment alcohol and drug screening. What we offer!

We offer a competitive salary based on education and experience, as well as excellent organization-paid health and dental benefits, free parking and so much more. More importantly you will be a key member of the STARS organization and a link in our ability to execute our mission of saving lives safely within the chain of survival.

If you are the person we are looking for and would like to make a difference with your career, please make sure to apply by closing date: June 16, 2024.

By clicking "submit", you provide Shock Trauma Air Rescue Service (STARS) consent to collect, use and disclose your personal information for the purpose of evaluating, establishing and/or managing an employment relationship with you. You acknowledge that your personal information may be transferred outside Canada, and may be accessible to law enforcement and national security authorities outside Canada. If you have questions about this consent, or wish to obtain further details about STARS' privacy practices, please contact our privacy officer at View email address on ca.edajobs.com or review our privacy policy at .

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