Call Taker Paramedic Services

7 months ago

Toronto, Canada City of Toronto Full time

**Job ID**: 45548

**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 and Wage Grade**:$35.17 - $38.53, TF5080, Wage Grade 9

**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**: 34

**Posting Period**: 3-Apr-24 to 17-Apr-24

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**:

- 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.
- Extensive experience with customer service in a dynamic fast-paced, complex environment.
- NOTE: The following Certifications must be completed _prior to start date_:_
- Current and valid certification in CPR (minimum level C)
- Current and valid Standard First Aid (SFA)

**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.
- 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:
**NOTE TO INTERNAL FULL-TIME AND PART-TI

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