• Job ID: 48729
• Job Category: Emergency, Fire and Paramedics Services
• Division & Section: Toronto Paramedic Services, PS Toronto Central Amb Control Centre
• Work Location: Fire & Paramedic Headquarters, 4330 Dufferin Street, Toronto, Ontario, M3H 5R9 (On-Site)
• Job Type & Duration: Full-time, Temporary (Approximately 12 months) vacancies
• Hourly Rate: $35.17 - $38.53
• Shift Information: Monday to Sunday, Rotating 12 Hour Shifts, averaging 40 hours per week, per 6-week cycle
• Affiliation: L79 Full-time
• Number of Positions Open: 40
• Posting Period: 01-Aug-2024 to 15-Aug-2024

Job Description:

Toronto is Canada’s largest city, the fourth largest in North America, and home to a diverse population of about 2.8 million people. Consistently ranked one of the world’s most livable cities, we are a global centre for business, finance, arts and culture. Join the award-winning Toronto Public Service as Call Taker Paramedic Services within our Toronto Paramedic Services Division.

Major Responsibilities:

• Receive and process 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 relative to algorithm chart procedure.
• 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 Services, etc.
• Adheres to all protocols, procedures and practices relative to the call receiving function as provided through ongoing training and continuing dispatch education.
• Answers inquiries from public, agencies, etc. related to Paramedic Services.
• Maintains open communication with neighbouring EMS 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 meets all Toronto Paramedic Services and Ministry of Health and Long Term Care performance expectations including minimum accreditation call performance compliance.
• Demonstrates complete integrity at all times.
• Protects the confidentiality and privacy of each patient’s personal health information in accordance with the Personal Health Information Protection Act (PHIPA) at all times.
• Gathers safety information and provides pre-arrival instructions, as directed and scripted by the Protocol.

Key Qualifications:
Your application must describe your qualifications as they relate to all of the following:

1. Post-Secondary Degree or Diploma in an area pertinent to the job function (i.e. Health related fields including Tele-Communications, Paramedicine, Nursing, Social Services, Psychology or Health Sciences) or the approved equivalent combination of education and/or experience.
2. Extensive experience with customer service in a dynamic fast-paced, complex environment.

NOTE: The following Certifications must be completed prior to start date:

1. Current and valid certification in CPR (minimum level C)
2. Current and valid Standard First Aid (SFA)
3. 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.
• Ability to manipulate data with accuracy, thoroughness and strong attention to detail.
• Ability to exercise sound judgment and decision-making when dealing with members of the public, allied agency personnel and co-workers.
• Ability and dexterity to work for sustained periods of time handling call-taking functions using a multi-line telephone system while physically connected to a computer-aided dispatch console.
• Ability to complete incident reports as per legislation.
• Ability to handle confidential and personal information and ensure the confidentiality of records containing personal information under the custody or under control of Central Ambulance Communication Centre (CACC.)
• Ability to identify and prioritize critical tasks efficiently and effectively while working in a multitasking high pressure environment.
• Ability to appropriately respond to rapidly changing circumstances and ever changing technological systems.
• Ability to apply learned skills in practical, real-time environment.
• Highly developed interpersonal skills with the ability to work effectively both independently and as a member of a team.
• Excellent keyboarding skills equivalent to 40 wpm at 90% accuracy rate or above.
• Ability to work 12-hour rotating shifts including days, nights, weekends and statutory/religious holidays.
• Hearing and vision appropriate for call-taking functions are required.
• Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity, and respectful workplaces.

Additional Information

• Refer to TPS website for additional information on the Division, Call Taker recruitment process and requirements:

TPS website: Call Taker Opportunities – Toronto Paramedic Services – City of Toronto

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.