Title: Operations Manager

Department: KCACC Administration

Hours of Work: Full-Time Position

Salary: Class 07 $110,440.01 to $132,527.85

Union: Non-Union

Location: Kingston General Hospital Siteand Hote Dieu Hospital Site

PRIMARY FUNCTION

The Operations Manager reports to the Director of CACC. This position involves planning, managing and coordinating the day-to-day operations of Kingston CACC which receives calls for life threatening and non-life threatening injury and illnesses and provides ambulance dispatching services to six upper tier municipalities. The Operations Manager manages diverse communications staff that are engaged in receiving and prioritizing 9-1-1 emergency and non-emergency calls from the public and from stakeholders such as hospitals and nursing homes across Southeastern Ontario. The Operations Manager provides program support to the CACC Director and acts for the CACC Director during his/her absence in order to ensure the operation and maintenance of a patient focused, effective, cost-efficient, high-quality land ambulance and emergency health communications service. The Operations Manager develops and maintains relationships with municipal, provincial and other health system stakeholders to develop, evaluate and maintain local operational policies for relevancy and accuracy in accordance with the Emergency Health Program Management & Delivery Branch’s (EHPMDB) provincial standards. The Operations Manager receives requests for information and complaints from various sources including law enforcement, paramedic services, coroners, lawyers and the public. These requests are processed within the parameters of PHIPPA legislation and in consultation with the KHSC Privacy Office when required.

RESPONSIBILITIES & DUTIES INCLUDE:

• Manages the activities of Ambulance Communications Officers (ACOs) and Supervisors, within an environment inherently filled with stress, by ensuring ACO's are Call Taking and Dispatching in accordance with the Ministry of Health (MOH) performance standards, CACC performance standards, legislated standards, EMS service deployment plans and local operating procedures (LOP)

• Acts for the CACC Director during absences, assuming responsibility for CACC operations.

• Development of staff through ongoing coaching and mentoring for their performance management based on findings from the quality assurance program.

• Investigate issues both externally and internally and recommend changes policies and procedures or take action where required to mitigate repeat occurrences and provide information to stakeholders when requested in a timely manner within the framework of PHIPPA

• Develop and maintain local operating policies which ensure that the Kingston CACC meets legislated standards and public safety needs while contributing to the development of uniform deployment policies and procedures through collaboration with internal and external stakeholders

• Backfill for Supervisors when necessary

NOTE - The above duties are representative but are not to be construed as all-inclusive.

BASIC QUALIFICATIONS:

• Requires completion of Community College Diploma (3 year program) or equivalent

• Supervisor position related experience within an Ambulance Communications Centre

• Emergency Medical Dispatcher certification,

• EMD-Q certification preferred

• MOH CACC Administrative Course

• Restricted Radio Operators License

• CPR / First Aid

• Mental Health Training preferred

• Valid Class ‘G’ Driver’s License

• Willing to Travel (short or long distance)

PHYSICAL REQUIREMENTS:

The applicant must be able to meet the physical demands of this position.

KHSC is located on the ancestral lands and waters of the Anishinaabeg and Haudenosaunee and serves a wider geographical area that encompasses many Indigenous communities including Tyendinaga, Katarokwi, as well as communities within the Weeneebayko Area Health Authority. As we partner in care, discovery, and learning to achieve better health outcomes for our communities, KHSC is committed to actively advocating for and acting upon the Truth and Reconciliation Committee’s Calls to Action on Health.

Unless specifically stated, all job postings are for existing positions at KHSC. KHSC is committed to recruitment practices that support and contribute to building a respectful, diverse and inclusive workplace in compliance with legislation such as the Employment Standards Act and Accessibility for Ontarians with Disabilities Act. We welcome all applications from women, racialized persons, persons with disabilities, Indigenous Peoples, persons in the 2SLGBTQIA+ community, and members of other equity deserving groups.

Kingston Health Sciences Centre may use artificial intelligence systems to assess and screen applicants. All hiring decisions are made in accordance with KHSC policies and applicable employment legislation.

We thank all applicants, but only those selected for next steps will be contacted. Kingston Health Sciences Centre is committed to inclusive and accessible employment practices. If you require an accommodation to fully participate in the hiring process, please notify the Recruitment Team.