Lead Communications Officer – Central Ambulance Communication Centre (CACC) – Full Time To assist in the overall administration and operation of the Central Ambulance Communication Centre (CACC), providing group leadership and technical directions to communications centre staff. Lead Communications Officers work out of a CAD console on the dispatch floor and are primarily responsible for real time supervision of Ambulance Communications Centre operations. Responsibilities Monitor and ensure the processing of all emergency and non-emergency calls and the dispatching of EMS resources compliant with all applicable legislation, performance standards and the policies and procedures and EMS deployment plans. Liaise with multiple stakeholders – police, fire and rescue services, other CACC’s, Ornge, Field Managers, coroners, municipal services and so on. Administration – call close, caution notes, performance management (within the language of the collective agreement), incident reports, data collection and reporting, preliminary complaint and investigation reporting, burn permits, road closures, ongoing operational reporting/updates to management. Staffing – conflict resolution, staff development, personnel supervision. Perform short notice call ins to ensure adequate staffing levels. Monitor and provide support to prevent/reduce mental health injury and illness and to promote mental health wellness. Apply consistent legislation and CACC Manual of Practice. Maintain working knowledge of all equipment in the CACC and backup functions. Receive calls for service and obtain necessary information for immediate and effective processing of the emergency response required, provide approved pre-arrival instructions to all callers in an empathetic and professional manner. Relay all necessary information received from the emergency responders to the appropriate resources. Participate in all training, maintain required training levels/certifications and encourage staff to perform at their best. Ensure complete and appropriate documentation into the ARIS system and complete all reports as required, in a manner acceptable to provide legal documentation. Consistently conduct oneself with professionalism within the centre, emphasizing confidentiality, public relations, good conduct, teamwork while promoting similar behaviour among peers. Other duties as assigned. Qualifications Be currently provincially certified as a Communications Officer with the Province of Ontario as defined by the Ambulance Act. Ambulance Communications Officer Supervisor MOH CACC Administrative Course preferred. Valid Standard First Aid Certificate and CPR. Mental Health First Aid Training preferred. Grade 12 diploma. Experience Minimum of 5 years’ experience in an ambulance communications centre. Previous supervisory experience preferred. Skills Assessment and problem-solving approach to clinical situations. Computer literacy in a Microsoft environment. Excellent organizational and interpersonal skills. Abilities Read and use digital and standard maps, use longitude and latitude, UTM in mapping/locating areas. Participate in continuing education, as directed. Meet physical demands of the job, including extended sitting/standing, able to hear clearly and communicate verbally and in written formats. Work effectively and efficiently as a team member in a fast-paced environment in stressful situations. Maintain successful working relationships with the interdisciplinary team to achieve positive patient outcomes. Organize time effectively to perform the duties of the position. Interact with people in a pleasant, professional, responsible and reassuring manner. Behaviour consistent with Hospital Mission, Values and Standards of Performance. Read, write and communicate to perform duties. Human relations skills including empathy, sensitivity, understanding of human and organizational behavior, motivational techniques and counseling skills. Keyboarding skills of 30 wpm, minimum. Proficiency in English and French language, both written and spoken, preferred. Proven ability to attend work regularly. Notes Because of the changing nature of the work and the work to be done, other responsibilities and duties may be assigned and qualifications may be adjusted from time to time. Requests for accommodation can be made at any stage of the recruitment process, provided the applicant meets the requirements for the role. All requests are handled confidentially. This position is covered by a collective agreement. Applications from outside the bargaining unit are welcome, but can only be considered if the position is not filled from within the bargaining unit. #J-18808-Ljbffr