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Communications Off, Call TakerTrainee(T)

Requisition ID: 771  
Emergency & Protective Services Department
Ottawa Paramedic Service  
Communications Branch 
Employment Type: 1 or more Full-time Temporary positions
Work Hours: 40.00 /hours per week
Affiliation: CUPE 503 Inside/Outside 
Salary Information: $61,264.32  - $71,680.96  annually (2021 rates of pay)
Location: 2475 Don Reid Drive  
Location: 2475 Don Reid Drive  
Job Category: Ottawa Paramedic Service 
Application Close: 31/12/2022


The Communications Branch of the Paramedic Service is responsible for optimization of CACC services, paramedic system improvements and associated quality improvement programs, effective and efficient paramedic deployment, and public reporting.

You are 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. You provide 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, you receive and assess calls for medical assistance, provide medical pre-arrival instructions to callers, activate other related public safety agencies and document 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. You may also be responsible to monitor radio talk groups.


1 year of post-secondary education in Public Safety, Communications, or Health Care.

Paramedic or nursing education is an asset

Minimum of 4 years of experience in a customer service field (face-to-face or telephone).

Experience in a Call Centre is an asset


Current Standard First Aid, CPR and/or AED certificates
Completion of Medical Dispatch Protocol training is desirable


  • 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.


  • English Language Requirement: advanced in oral expression, oral comprehension, reading comprehension, and written expression
  • French Language Requirement: advanced 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.
  • Strong interpersonal and communication skills combined with excellent customer service skills
  • Professional, polite and patient telephone and radio demeanor
  • Must be able to meet deadlines
  • Flexibility and adaptability
  • Strong service attitude
  • Ability to work effectively in a team environment 
  • Good attendance record
  • Punctual, reliable and dependable
  • Ability to work in a 24/7 shift operation.


  • Language Requirement: Designated Day 1 Ready – immediate requirement for language proficiency: French: oral. English: oral, reading, writing Candidates must meet language requirement for position upon hire.    
  • The successful candidate will be required to complete a Criminal Records and Judicial Matters Check with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction.   
  • This position requires the successful candidate to use their own transportation.  
  • Applications received will be used to staff current and on-going requirements until December 31, 2022.

  • Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements. 
  • Please save a copy of the job poster. Once the closing date has passed, it will no longer be available. 


We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted. 


The City of Ottawa promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from women, Aboriginal peoples and persons of all races, ethnic origins, religions, abilities, sexual orientations, and gender identities and expressions. 


The City of Ottawa provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the selection process, please advise us if you require any accommodation. 

The City of Ottawa has a Mandatory Vaccination Policy which requires all employees to be fully vaccinated against COVID-19 and provide proof of vaccination as a condition of employment.


Accessible formats and communication supports are available upon request. Please contact the HR Service Centre at 613-580-2424, extension 47411.