Communications Officer Trainee - Emergency Medical Dispatcher City of Ottawa

Department: Emergency & Protective Services Dept.
Service: Ottawa Paramedic Service
Branch: Communications Branch
Employment Type: 1 or more Full-time Temporary-Up to 18 months
Work Hours: 42.00hours per week
Affiliation: CUPE 503 Inside/Outside
Salary Information: $31.118- $33.881per hour (2024 rates of pay)
Location: 2475 Don Reid Drive
City: Ottawa, ON
Job Category: Ottawa Paramedic Service
Application Close: 31/03/2027

Applications received may be used to staff current and on-going requirements up to March 31, 2027

JOB SUMMARY

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.

EDUCATION AND EXPERIENCE

• 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).

CERTIFICATIONS AND LICENCES

• Current Standard First Aid, CPR and/or AED certificates
• Emergency Medical Dispatcher (EMD) Certification course is desirable
• Current Emergency Medical Responder certificate (EMR) is desirable

KNOWLEDGE

• 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.

COMPETENCIES, SKILLS AND ABILITIES

• 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.

Core Behaviours

Core behaviours define the City’s expectations of the behaviours employees should demonstrate in performing their work. They are reflective of the City’s culture and values and guide all our present and future activities. Every employee is encouraged to learn, embody, and demonstrate these core behaviours.

Review the Core Behaviours.

WHAT YOU NEED TO KNOW

• 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. Upon obtaining the required certifications and completing the full training program, you will become eligible for the Communications Officer position, with an hourly rate of $35.281 – $41.256.
• Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic 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.
• Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.

The City of Ottawa promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from members of Indigenous, Black and other racialized communities, persons with disabilities, women and non-binary persons, persons of all ethnic origins, religions, sexual orientations, classes, gender identities and expressions.
Candidates are encouraged to self-identify as a member of one or more designated employment equity groups in the self-identification questionnaire.

The City of Ottawa provides accommodation to applicants during all parts of the hiring process, upon request. If contacted to proceed to the selection process, please advise us if you require any accommodation.

Accessible formats and communication supports are available upon request. Please contact the Employee Service Centre at View phone number on apply.j-vers.com or via email at View email address on apply.j-vers.com.