Job ID: 18105

  • Job Category: Emergency, Fire and Paramedics Services
  • Division & Section: Toronto Paramedic Services, PS Toronto Central Amb Control Centre
  • Work Location: FIRE & PARAMEDIC HQ & EMS STATION 53, 4330 Dufferin St.
  • Job Type & Duration: Full-time, Permanent Vacancy
  • Salary: $103,313.60-$121,368.00, TM0316, Wage Grade 7.5
  • Shift Information: Monday to Sunday, 40 hours weekly
  • Affiliation: Non-Union
  • Number of Positions Open: TBD
  • Posting Period: 29-SEP-2021 to 20-OCT-2021

Job Summary:

The Superintendent Communications Centre will supervise all aspects of the Toronto Paramedic Services call receiving and dispatch functions, during an assigned shift.

Reporting to the Commander, Communications Centre / Commander, Communications EDQI: Communications Superintendents may also be assigned a position within Education and Quality Improvement.

Major Responsibilities:

  • Responsible for the effective supervision, management and coordination of staff and equipment engaged in call receiving and dispatch functions during the course of an assigned shift.
  • Ensures service is maintained at a high level in accordance with Divisional operating policies and procedures.
  • Ensures that service is maintained at a high performance level in accordance with divisional and provincial operating policies, procedures and legislated requirements (i.e. effective unit hour utilization through coordination and distribution of calls and assignment of medical priorities).
  • Provides leadership to ensure a positive and efficient work environment.
  • Ensures that staff exhibit professional attitudes leading to excellent customer service and patient care.
  • Ensures day to day operations are service oriented and fiscally sound.
  • Manages and monitors system performance to ensure satisfactory compliance with all Dispatch operating policies and procedures.
  • Manages and monitors individual performance and conducts basic and remedial training.
  • Makes effective recommendations to the Commander for changes to operating policies and procedures to improve efficiency
  • Conducts interviews, conducts performance reviews, carries out attendance management, deals with labour relations matters and takes disciplinary action when required.
  • Reviews scheduling forecasts and coordinates with Scheduling to ensure appropriate Communication Centre staff levels are achieved.
  • Monitors the general status of the fleet to maximize resource availability at all times.
  • Ensures cross-municipal service resource coordination.
  • Ensures staff are provided with updates impacting operational performance as required. For example, road closures, detours, station closures.
  • Ensures daily implementation of specific operational procedures where necessary.
  • Responsible for ensuring that the Communications Centre component of on time performance meets acceptable divisional standards.
  • Responsible for monitoring and minimizing end of shift overtime for paramedics.
  • Liaises with the Operations Superintendents, Deputy Commanders and Commanders and other Management staff as necessary to ensure coordination in the delivery of service.
  • Ensures effective coordination and resource management during major operational incidents.
  • Responsible for initiating contingency responses in the event of disruption to the normal function of the Communications Centre (i.e. activation of back up communications procedures and equipment).
  • Ensures the maintenance and repair of the Dispatch Centre’s equipment through coordination with Communications Systems Engineering group
  • Prepares reports regarding shift coverage, complaints, response delays, incidents, etc.
  • Investigates and resolves CACC related service complaints and makes recommendations to the Commander.
  • Liaises with Allied Emergency services, Health Care partners and other organizations on operational issues, response to calls, etc.
  • Acts as back up to Emergency Medical Dispatchers, for example, during incidents, etc.
  • Supports Divisional priorities and Key Messaging in all interactions with staff and external stakeholders.
  • Ensures that an effective daily working relationship is maintained between Toronto Paramedic Services and other governmental and outside organizations (other EMS and allied services, TTC, Wheeltrans, GTA CACCs, etc.).
  • Liaises with senior staff, operational managers and supervisors to problem solve, plan and ensure effective delivery of service.
  • Manages the links between the Community Medicine and specialized teams with the public and allied agencies Coordinates and directs all special project teams (i.e. Response Program, Critical Care Transport, Emergency Task Force Medics, Chemical Biological, Radioactive and Nuclear Team, Community Medicine Teams) as required.
  • Formulates, develops and makes recommendations to the Commander and Supervisor Communications Systems Operational Support regarding longer term CACC and operational planning initiatives, and implements CACC and operational system strategies.
  • Ensures thorough, accurate and timely documentation of all appropriate shift events.
  • Performs other related duties as assigned.

Key Qualifications:

  1. Extensive experience as an Emergency Medical Dispatcher or Senior Emergency Medical Dispatcher or proven leadership in communications centre operations.
  2. Experience in supervising, coaching, and training staff to provide work direction effectively and manage performance in a unionized setting.
  3. Must possess current certification as an EMD with the International Academies of Emergency Dispatch at time of hire.
  4. An ability to mentor staff and provide positive feedback in real time.
  5. An ability to effectively communicate, both orally and in writing, at a supervisory level.
  6. Ability to deal effectively with day to day labour relations matters.
  7. A thorough working knowledge of all practices and procedures related to the effective operation the Ambulance Communications Center.
  8. Must be able to work 12-hour rotating shifts including days, nights, weekends and statutory/religious holidays.
  9. A proven ability to exercise good judgment in emergency situations and in respect to public and human relations.
  10. An ability to deal effectively with day to day labour relations matters.
  11. Familiarity with government legislation in the area of Occupational Health and Safety.

Note: All City of Toronto employees are required to be fully vaccinated as a condition of hire in accordance with the City’s Mandatory Vaccination Policy.

Note To Current City of Toronto Employees 

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a “Current City of Toronto employee” on the on-line application form, and provide your “Employee Number”.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.


The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.

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