JOB SUMMARY
Primarily, the Niagara Ambulance Communications Service (NACS) Supervisor functions in a supervisory capacity, overseeing the daily/shift operations of all personnel and associated resources. With approximately 10% of the role involving deployment, dispatching and, or call taking. He/she facilitates seamless emergency response for NACS, by monitoring daily operations, assigning appropriate staff and equipment, as well as evaluating performance and maintaining records. This position ensures compliance with relevant collective agreements, all policies, procedures, relevant standards and legislation, and required training. The NACS Supervisor, outside of day shift operations (ie. night shift and holidays), acts as Duty Officer for NACS assuming full responsibility for all incident response and management. He/she will also provide input into operational plans, service delivery policies and standards and performs other related duties and tasks as required by the Senior Manager, NACS.
EDUCATION
- Hold an Ontario Secondary School Graduation diploma or have academic qualifications approved as equivalent by the Ministry of Education.
- Hold or acquire within 30 days of employment, a valid first-aid certificate; and a valid restricted radio-telephone operator’s certificate.
- Hold a valid cardiopulmonary resuscitation certificate to the Basic Rescuer level at the time of employment and be certified in cardiopulmonary resuscitation every twenty-four (24) months thereafter.
- 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.
- Fluency in both English and French an asset.
EXPERIENCE
- Minimum of three (3) years experience in an emergency response dispatch position.
- Leadership experience in a large call centre is highly desirable.
- A background in emergency communications.
- Position requires qualifications of a Senior System Controller.
- Superior knowledge of the Regional Municipality of Niagara, district transportation systems and roadways.
- Experience in quality assurance is highly desirable.
- Experience/knowledge of performance management systems.
- Experience/knowledge of MPDS/Pro QA an asset.
- Experience/knowledge of CACC telecommunications equipment.
- Knowledge of ambulance and dispatch operations, policies and procedures.
- Knowledge of medical terminology in order to understand medical diagnosis and condition of patients and to communicate with paramedics, physicians and other hospital staff.
- Work requires sound knowledge of CACC operations and where required knowledge of fire services and other agencies and ambulance operations.
SPECIAL REQUIREMENTS
- Restricted Radio Operators Certificate
- In accordance with the Corporate Criminal Record Check Policy, the position requires the incumbent to undergo a Criminal Records Check and submit a Canadian Police Clearance
SKILLS
- Demonstrate the ability to follow outlined personal objective and assign them to members of his/her team to assure system oriented results.
- Demonstrate the ability to ensure quality service is delivered by his/her team by using the quality assurance tools supplied to him/her and by applying sound judgment in a client based approach.
- Mentoring and development skills.
- Functional oral and written French skills.