Communications Operations Manager - MCCC

Position Type:

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Closing date:

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Medavie Health Services is a national leader in primary health care solutions and the largest contracted provider of emergency management services in Canada. Together with Medavie Blue Cross, we are part of Medavie, a health solutions partner committed to improving the wellbeing of Canadians.

With a growing network of 5,400 health care professionals in six provinces, Medavie Health Services has a long history of operating ground and air ambulance services, medical communications, Mobile Integrated Health/Community Paramedicine programs, 911 Public Safety, 811 Telehealth, home health care, as well as clinical training.

We are proud to invest in communities to help address some of Canada’s most pressing physical and mental health care challenges.

As an employee of Medavie Health Services 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 and respectful workplace.

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As the Operations Manager, in addition to performing the full range of duties of an Emergency Medical you will be responsible for the overall supervision of the day-to-day operations of the Communication Centre. Reporting to and working along side the Senior Operations Manager, you will ensure the accurate and efficient processing of emergency, non-emergency calls, as well as the coordination for dispatch for other first responder services.

The Operations Manager positively communicates company philosophy and policy so that there is shared realization of the company's goals in the operational area consistent with the mission, vision and values of Medavie Health Services West.

Education / Experience

• Support and supervise the activities of the Communications Centre while on duty.
• Work in rotation if/as needed/directed as a call evaluator & deployment specialist.
• Responsible to be on call for MCCC if/as needed/directed.
• Schedule personnel for short-notice time off.
• Supervise staff including provision of timely performance evaluation, recommends and implements approved discipline; provides staff development and maintains high standards necessary for efficient, professional operations.
• Supervise, guide and participate in the training of employees on National Academy of Emergency Dispatcher procedures, equipment, and performance expectations.
• Coordinate, implement, and assist in developing Communications Centre policies and procedures.
• Responsible for daily shift reporting to Senior Leadership Teams (SLT).
• Responsible to review daily, weekly and monthly progress reports.
• Review work product and provide suggestions and recommendations for improvement.
• Take appropriate action to ensure that additional resources are called in as needed because of unexpected demands, emergencies or staff absenteeism.
• Continuous effort to improve operations, streamline work processes and work cooperatively and jointly to provide quality customer service.
• Responsible for Center’s Quality Assurance processes including case evaluations, dispatch deployment evaluations, customer service evaluations.
• Expeditiously analyze situations and implement effective courses of action while dealing effectively with simultaneous situations.
• Investigate internal and external inquiries regarding specific incidents while adhering to all legal obligations.
• Participate in recruitment and retention and selection process.
• Under the direction of the Senior Operation Manager the Operations Manager are responsible for managing and reporting on specific portfolios.
• Build and maintain respectful, positive working relationships with all staff, Senior Leadership Teams (SLT), outside agencies and the public using good customer service and providing effective conflict resolutions.
• Work collaboratively with all staff, SLT, and other contacts, in a manner that enhances MCCC potential for accomplishing the vision, mission and values.
• Attend meetings on behalf of the Sr. Operations Manager of Communications when required.
• Attend monthly Quality Improvement/ Communication meetings.
• Attend yearly Senior Leadership Team meetings, providing feedback on Centers yearly goals.
• All other duties as assigned.

Knowledge / Skills

• Solid working knowledge of NAED policies and procedures.
• Knowledge and skilled in the principles of supervision, training, coaching, counselling, and evaluating personnel.
• Knowledge and skilled in principles of conflict resolution techniques.
• Knowledge of principles and practices of office management, record keeping, and scheduling.
• Skilled in leading and developing those who lead others;
• Use a positive and creative approach to problem solving;
• Sound working knowledge of Communication Centre policies, procedures, and precedents pertaining to effective dispatching.
• Ability to plan, organize, review and objectively evaluate the work of personnel.
• Knowledge of all equipment systems utilized within the center.
• Exercise independent judgment and fairness when dealing with all company employees.
• The incumbent must exercise independent judgment in the field.

Exposure to occasional hazardous environments, unpredictable circumstances, inclement weather and shift work. Occasional exposure to moderate to high noise levels. Must be capable of performing the physical tasks required.

The employee will spend various periods of sitting, standing, walking, crouching, lifting and carrying and may be required to maintain one position for long periods. The employee will read and input data, operate a computer and talk on the telephone.

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We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.

Medavie Health Services is committed to the principle of equal opportunity in its employment practices and to providing an environment free from discrimination and harassment for all employees.