Information Support Officer – Central Ambulance Communication Centre – Full Time

Purpose:

Operating within an environment of rapidly changing information and complex technologies, Central Ambulance Communications Centre (CACC) requires the ability to quickly update local databases with unique geographic and community infrastructure information required by Ambulance Communications Officers (ACO) to enable them to rapidly and accurately dispatch ambulance resources in an emergency. This position will develop, implement and maintain comprehensive electronic and paper based data programs and processes which will monitor, assess, collect and rapidly update all types of geographical and community infrastructure information unique to a local CACC dispatch area. This position will also develop and deliver local on-the-job continuing education to inform and update ACO staff to changes in local geographical and community infrastructure information and participate in the delivery of locally administered Quality Assurance (QA) and Continuous Quality Improvement (CQI) programs and support of branch sponsored educational initiatives.

Duties:

1. Implement and maintain Branch protocols for the timely receipt of mapping and community infrastructure information updates sourced from the local dispatch area upper and lower tier municipal governments, police/fire/ambulance and other allied public safety agencies.
2. Input local dispatch area geographic information.
3. Liaise with various levels of internal and external stakeholders.
4. Coordinate database content requirements, quality control processes, maintenance and end-user support in order to maintain the integrity, accuracy and currency of geographical information databases and other databases.
5. Assist in the preparation of test plans/scenarios/data, the set up of test files and databases and the documentation and rectification of system defects.
6. Participate in the development and maintenance of on-the-job training curriculum, lesson plans and evaluation methodologies.
7. Deliver pre-course information and pre-requisite training; including; delivery, evaluation and documentation.
8. Support educational development and evaluation to meet performance standards.
9. Identify local information related continuing education requirements.
10. Participate in the delivery and assessment of locally and centrally administered QA and CQI initiatives.
11. Review internal investigation results, with the ability to identify and implement areas of improvement of performance, service delivery, mitigate risk and reduce opportunities for an error to reoccur.
12. Prepare various detailed reports.
13. Maintain detailed records of information changes, program deliveries, training evaluations and unusual occurrences regarding ACO education and geographic/mapping information databases.
14. Participates on committees, special projects and assignments as required.
15. Other duties as assigned.

Note: Travel within Ontario required.

Qualifications:             

• Secondary school diploma.
• Valid First Aid Certificate & CPR. Basic Cardiac Life Support (BCLS).
• Current Ambulance Communications Officer Provincial Certification.
• Valid Ontario Class ‘G’ driver’s license.
• Current LSA Certification or successful completion of the Ministry of Health LSA Training Program as the successful applicant.

Knowledge, Skills & Ability:

• Ability to work effectively and efficiently as a team member in a fast paced environment in stressful situations.
• Computer literacy in a Microsoft environment including experience in the development of spreadsheets, Word, Power Point, Outlook, and geographical databases.
• Ability to maintain successful working relationships with the interdisciplinary team to achieve positive patient outcomes.
• Ability to organize time effectively to perform the duties of the position.
• Ability to meet and interact with people in a pleasant, professional, responsible and reassuring manner.
• Ability to read, write and communicate to perform the duties of the position.
• Human relations skills including empathy, sensitivity, understanding of human and organizational behavior, motivational techniques and counseling skills (e.g. teaching patients).
• Knowledge of Emergency Health Services Branch (EHSB) programs, policies, practices, standards and related legislation as well as the governance, administration, and operations of Ontario`s Emergency Health System.
• Knowledge of Ontario`s ambulance and communications services systems including: communication services delivery and standard operating practices/procedures as well as policies/skills/competencies; current computer-aided dispatch (CAD)/radiotelephone/geographical information systems technologies; ambulance communications officer training; databases and stakeholder groups.
• Experience with electronic networking, associated operating systems, data warehousing and management, information technology (IT) security, IT connectivity and relational database techniques/tools.
• Familiar with spatial concepts, map reading and design, geographical and medical terminologies.
• Successful facilitation and delivery of adult education principles, practices, techniques and skills.
• Requires planning, analytical, decision making and problem solving skills.

Note:  Because of the changing nature of the work and work to be done, other responsibilities and duties may by assigned and qualifications may be adjusted from time to time. Only those selected for the test/ interview will be contacted.

Individuals will be selected on the basis of their ability, experience and qualifications as identified in the resume which they have attached to the posting application form. The Hospital reserves the right to conduct a formal interview and/or testing where required.