Operations Control Manager

Position Summary

The Operations Control Manager (OCM) will lead and facilitate operational excellence, which will include providing leadership and management support to employees in the OCC and participating in continuous quality improvement guided by Ornge’s vision, mission and values.

The OCM will ensure compliance for maintaining dispatch records with all legal requirements, monitor in real-time staff performance, ensure staff have the required certification / education and training, and ensure policies and procedures meet the optimal levels of patient care.

The OCM will work closely with the Ornge leadership team and other operational leaders within Ornge to consistently monitor and ensure best practices, as well as to proactively identify issues and provide recommendations for resolution

The ideal candidate will have the ability to :

• Monitors all assigned air and land ambulance operations within the scope of Ornge’s mandate inclusive of internal assets and external providers to ensure efficient service is maintained at all times;
• Monitors and tracks all delayed responses and all calls where requests for service were not fulfilled inclusive of rationale and / or investigation where required;
• Ensures and maintains sufficient on-duty OCC staffing levels for the provision of timely service including authorization of overtime as required;
• Works with OCC staff to optimize paramedic level of care / crew configuration by overseeing staff assignments at start of shift;
• Provides direction to ensure operational efficiencies and matters related to staff hours worked, overtime hours authorization and crew duty out times;
• Provides timely communication of information on incidents and performance to the Ornge Executive Management Team;
• Serves as Operational Incident Commander for major public events and / or large scale emergency incidents until relieved by senior staff on the ground or by senior staff;
• Provides real-time oversight and coordination of Ornge’s involvement in major City, Provincial and Federal events;
• Ensures that staff are prepared during a transition to the back-up OCC site (Disaster Relief Plan / DRP) to operate as a fully functional OCC;
• Ensures all applicable policies and procedures are understood and implemented by OCC staff;
• Maintains a review of OCC staff and prepares / maintains reports recommending remedial action to the Director, OCC as required;
• Provides coaching, mentoring and support to OCC staff including fostering a safe work environment, teamwork, collaboration, professionalism, quality, and excellence in customer service;
• Addresses employee relations / labour relations issues expeditiously in conjunction with the Director, OCC and Employee Relations;

and Performs periodic performance evaluation audits to identify educational training and job rotation needs.

Qualifications :

• An undergraduate degree in Health, Business, Aviation or Administration or the equivalent experience of at least 5 years’ of progressively increasing responsibility and accountability;
• A minimum of five 5 years’ experience in a management role leading large teams in a unionized environment (. healthcare;
• aviation; emergency management; military) preferred;
• Communications Officer in good standing with a minimum of 5 years’ experience preferred;
• Experience with aviation and / or land dispatch or other emergency services environment are considered an important asset;
• Excellent communication, interpersonal and analytical skills with a proven ability to exercise sound judgment in emergency situations;
• Ability to foster effective teamwork and to function in a dynamic environment which provides the capacity for excellence;
• Ability to lead meetings, deliver presentations, prepare correspondence, and write reports;
• Ability to comfortably balance several competing needs and to respond with flexibility and good judgment;
• Valid First Aid and CPR Certificate; and
• Valid Restricted Operator Certificate- AIR (ROC).

Hours of Work :

Successful candidates must be able to work shift work in a 24 / 7 operation. This includes an ability to work on a rotational shift basis.

Rotational shifts include days, afternoons and nights on weekdays, weekends and statutory holidays as required.All successful candidates will be required to complete and meet the terms of a Declaration of Willingness and Ability to Work.

AtOrnge, we are :

• Community connectors
• Equity in healthcare
• Strong in our convictions
• Proud of the services we provide
• Uplifting in our mission, values, and services

You can expect us to be :

• Promoters of diversity
• Champions of inclusion and accessibility
• Committed to your career advancement
• A tight-knit culture
• Competitive in pay, benefits, vacation time, and more

A bit about you :

• You’re driven by the desire to make a difference
• Excited by problem solving, you excel at in-the-moment decision making
• Teamwork has always been where you thrive
• You’re ready to put your skills into action in a fast-paced environment
15 days ago