Operations Supervisor

Position Type:
Temporary - Temporaire

Closing date:
Emergency Medical Care Inc. (EMC) is a wholly owned subsidiary of Medavie Health Services (MHS) that manages and operates ground ambulance, air medical transport and the medical communications operations in Nova Scotia through a performance-based contract with the provincial government's Emergency Health Services (EHS) Operations division and the Department of Health and Wellness. As well, EMC operates TeleHealth/811 medical communications for Nova Scotia and Prince Edward Island for the Department of Health.

We access all communities in Nova Scotia in a timely and efficient manner with our fleet of more than 180 ambulances and support vehicles operating out of 60+ stations. We respond to 165,000+ calls annually across the province, which are actively managed through the EHS Operations Medical Communications Centre, the hub of all emergency (911) and non-emergency (hospital transfers) medical calls.

The EHS Operations LifeFlight program provides even greater accessibility by responding to patients on scene or through inter-facility transports by our critical care team via helicopter, fixed wing, or ground ambulance.

In addition, paramedics in Nova Scotia participate in various programs both urban and rural such as community-based paramedic programs, collaborative emergency centres, and emergency preparedness and special operations, to name a few.

This is a supervisory position (“management level capacity”) responsible to manage staff and systems to meet the performance requirements of the ambulance service in the Communications Centre. Major operational and human resource components of this position include establishing service direction, building staff capabilities, and implementing changes to improve service levels. Assessing and improving overall service area performance is expected - both current and long-term to meet company objectives. The fundamental supervisory skills required include: demonstrated leadership, planning, organizing, directing and motivating staff. The overall general role of this position is to direct and control the workforce in a positive manner.

This supervisory position will take direction from and act in conjunction with the Manager Medical Communications Center. In a capacity covering a broad range of duties, the mission will be to keep the overall operational status of the Medical Communications Centre fully functional while engaging and supporting the frontline staff. The incumbent positively communicates company philosophy and policy so that there is shared realization of the company’s goals in the operational area.

As an employee of EMC we are accountable to our patients and coworkers by participating in and supporting all safety related initiatives, as well as acting in a manner that fosters a culture that focuses on patient safety and a safe workplace.
- Collaborate with JOS in the daily operations including overseeing Clinical team.
- Oversee daily operations within the Medical Communications Centre
- Work with the JOS on issues with external agencies (Police, Fire, PSAPS)
- Work with the JOS on issues with hospitals and long-term care facilities
- Mitigate safety issues related to the MCC.
- Support daily transfer flow.
- Oversee and support staff
- Manage MCC staffing issues outside of Scheduling department hours.
- Oversee emergency situations (Evacuations, IT issues, Software Malfunctions, Capacity concerns with staffing,)

HUMAN RESOURCES
- Provide mentoring and training for Senior Communications Officers
- Support the Communications Centre succession planning initiatives.
- Ongoing performance management for team members.
- Conduct performance appraisal as per the CA.
- Motivate and build trusting relationships with direct reports.
- Participate into the interviews for hiring team members.

Education / Experience:

- Five (5) years’ experience working as a Communications Officer.
- Three (3) years’ or more in a progressively responsible leadership position.
- Possess and maintain certification as an Emergency Medical Dispatcher through the International Academy of Emergency Medical Dispatch

Knowledge & Skills:

- Ability to work under pressure.
- Ability to adapt to change.
- Ability to lead a team by example.
- Good time management
- Effective written, oral, and listening presentation skills
- Conflict resolutions
- Critical thinking
- Problem-solving
- Diversity awareness
- Positive and Confidence

Physical Requirements:
The employee will spend various periods of sitting, standing, walking, crouching, lifting, and / or carrying light objects. Required to maintain one position for possible long periods of time, such as sitting at meetings, or at a desk setting. Employee will be reading data or inputting data, report writing, operating computers and talking on the telephone. Use and exposure to general office equipment such as fax, photocopier, printer, and personal computer.