Superintendent/supervisor Ems Communications

**Division**:
Emergency Services

**Job Summary**:Reporting to the Commander/Manager Operations NACS, the Superintendent/Supervisor Emergency Medical Services Communications is responsible for overseeing the daily/shift operations of all personnel and associated resources. With approximately 10% of the role involving deployment, dispatching and/or call taking.

**Education**:

- Ontario Secondary School Graduation diploma or have academic qualifications approved as equivalent by the Ministry of Education.
- Successfully completed a System Status Controller training program approved by the Ministry of Health and Long-Term Care, and obtained a pass standing in an emergency communication examination set or approved by the Ministry of Health and Long-Term Care.
**Knowledge**:

- Minimum of 3 years of experience in an emergency response dispatch position.
- Leadership experience in a large call center is preferred.
- Valid first-aid certificate.
- Valid restricted radio-telephone operator’s certificate.
- Valid cardiopulmonary resuscitation certificate.
- Knowledge of the Regional Municipality of Niagara, district transportation systems and roadways, performance management systems, CACC telecommunications equipment, ambulance and dispatch operations, policies and procedures, medical terminology and fire services and other agencies and ambulance operations.
- Fluency in both English and French is preferred.
- Knowledge of MPDS/Pro QA is preferred.

**Responsibilities**:**_
Facilitates seamless emergency responses for NACS, monitoring daily operations, assigning appropriate staff and equipment, as well as evaluating performance and maintaining records.
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- Directs the prescribed deployment plans, policies, procedures and protocols ensuring balanced coverage to all communities to provide full, efficient, cost effective communication service that is seamless, integrated, accountable, and accessible to all people in the Niagara Region.
- Investigates and follows up on all unusual incidents that occur during the shift.
- Receives and investigates complaints from patients, families, the community and the Region of Niagara, reviewing all appropriate files and reports and communicating appropriate information to the management staff.
- Processes complaints, inquiries and incident reports and forward such reports to the Manager, NACS as appropriate, within twenty-four (24) hours of receipt.
- Ensures local area mapping data is updated as required to reflect changes and revisions.
- Monitors all technical equipment on an ongoing basis and reports any defects to service agents as required.
- Monitors ambulance radio traffic to ensure appropriate deployment.
- Acts as Duty Officer for NACS as required, assuming full responsibility for all incident response and management.

**_Manages and administers annual and multi-year Capital and Operating budgets for which they are delegated authority ensuring support of Council’s objectives, financial transparency and accountability, monitoring budget adherence, identifying and explaining variances, and financial reporting is effectively managed in compliance with corporate financial policies. Administer and approve the acquisition of goods and services for their direct reports in accordance with the procurement policy_**:**_
Supervises staff, coordinating and planning work, providing work direction, assigning tasks and projects, determining methods and procedures to be used, monitoring quality of work, resolving problems and ensuring assigned results are achieved._**:

- Enables results with the organization’s human capital strategy to foster employee engagement.
- In conjunction with the Manager provides training and development, coaching and discipline when necessary, and manages staff recruitment.
- Ensures focus is service excellence, communication/transparency, innovation, and data integrity and work flow integration.
- Ensures staff has the information and resources to make successful plans and decisions.
- Ensures all people related issues, including recruitment, grievances and labour relations issues, are aligned to HR and Corporate standards and practices.
- Helps to break down barriers to employee success, ensuring collaboration
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Ensures compliance with relevant collective agreements, all policies, procedures, relevant standards and legislation, and required training._**:

- Ensures NACS personnel work in compliance with the Occupational Health and Safety regulations and policies of the Regional Municipality of Niagara governing health and safety issues.
- Responds to disaster situations as directed by NACS Multi-Casualty Incident Response and Planning Guidelines and the Provincial and Local NACS Policy and Procedures Manual.
- Provides input into operational plans, service delivery policies and standards.
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Collects and reviews MPDS and all relevant reports, as per the quality assurance and performance management protocols._**:

- Assists with the preparation