Communications Officer, Call Taker Trainee
- 58,129.76 - 68,013.92 annually
- City Of Ottawa
The Communications Officer Call Taker Trainee is an integral part of a team responsible for providing emergency medical call taking services for the Eastern Ontario Catchment Area in accordance with Provincial legislation and City of Ottawa policies. The Communications Officer Call Taker Trainee provides quality and accessible services in response to the needs of the client/patient. Service is provided in the most efficient and effective manner possible.
Under direct supervision, the Communications Officer Call Taker Trainee receives and assesses calls for medical assistance, provides medical pre-arrival instructions to callers, activates other related public safety agencies and documents additional pertinent information. Calls received include but are not limited to emergency/distress calls, requests for medical service, general information, general inquiry and complaint calls. The Communications Officer Call Taker may also be responsible to monitor radio talk groups.
Education & Experience
Grade 12 combined with a minimum of one year Post-secondary Education in Public Safety, Communications, or health care.
A minimum of four (4) years in a customer service field (face-to-face or telephone).
*Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements.
Language, Certificates & Licenses
- Valid Standard First Aid Certificate
- Valid Cardio Pulmonary Resuscitation Certificate Level C
- Valid Criminal Reference Check, completed to the satisfaction of the employer
The successful candidate(s) will be required to complete a Criminal Record Check to the City of Ottawa’s satisfaction.
Day 1 Ready Bilingual – immediate requirement for language proficiency:
French oral, reading, writing required
English oral, reading, writing required
Candidates must meet language requirement for position upon hire.
- Superior understanding of the concepts and procedures of medical oriented dispatch and pre-arrival instruction to callers in emergency situations.
- Working knowledge of paramedic service operations (e.g. safety aspects to provide pre-arrival instructions to callers, of response time to effectively schedule ambulance rendezvous, of specialized equipment such as incubators).
- Thorough knowledge of medical and technical terminology and all aspects of ambulance operations.
- Working knowledge of appropriate sections of the Ambulance Act, Mental Health Act, Coroners Act, W.S.I.B
- Superior knowledge of streets, roadways, communities and transportation systems.
- Ability to interpret various plans and maps.
- Working knowledge in policies and procedures of paramedic services
- Working knowledge of current methods, techniques, and theories used in pre-hospital care at the Basic and Advanced Life Support levels and ability to apply them competently.
- Working knowledge in utilizing corporate software, including but not limited to radio, telephone and computer systems i.e. CAD, Pantel, MS Outlook, Word, Internet and any technological upgrades.
Competencies & Skills
- English Language Requirement: advanced "Level 2" in oral expression, oral comprehension, reading comprehension, and written expression
- French Language Requirement: advanced "Level 2" in oral expression, and oral comprehension Deal with constant emergency, high stress situations;
- Communicate effectively and tactfully both orally and in writing;
- Make sound, independent decisions and exercise discretion in decision making, during emergency, distress, difficult or stressful situations and, be accountable for such decisions;
- Perform multi-tasks simultaneously;
- Read, interpret, understand and explain policies and procedures including Ottawa Paramedic Service protocols;
- Strong data entry, retrieval and keyboard skills;
- Organization skills;
- Competently use and operate basic office and telecommunications equipment including fax machines photocopiers, computer, printer and email;
- Establish and maintain effective working relationships with staff and members of allied emergency services;
- Deal competently with management and elected officials, as well as other external and internal Management and/or staff members;
- Accurate keyboarding/typing skills of a minimum of 40 wpm/90% accuracy.