What you’ll do
The role of Emergency Medical Call Taker (EMCT) is the first point of contact in 911 calls that are directed to ambulance services. Working in a call-centre environment, the EMCT provides support to the public via telephone in cases of emergency medical situations. Gathering and sharing vital information, the EMCT is the liaison between the caller, dispatch team, paramedic crews, and hospitals. Every day will be different, but during any given shift, the following tasks can be expected :
- Use exceptional customer service skills while remaining calm and focused in stressful, high-pressure situations, adapting quickly in a dynamic environment
- Quickly prioritize multiple competing tasks, using a methodical approach to problem solve, make decisions, and communicate clearly
- Take a leadership role while actively building relationships with team members and callers
- Actively seek win-win solutions, at all times, maintaining professionalism in cases of healthy conflict and in supporting / managing differences of opinion
To learn more about the EMCT role, please visit : http : / / www.bcehs.ca / careers / career-paths / emergency-medical-call-taker
What you bring
Initial Qualifications :
Completion of Grade 12 or equivalentValid certificates in Standard First Aid and CPR Level C (must be obtained before the start of EMCT Training - if you have yet to acquire your certificate(s) you may be eligible for course reimbursement upon successful hire. Please inquire with your application on eligible courses2+ years’ experience in customer serviceExperience in a call centre is an assetFluent spoken and written EnglishAdditional Skills & Knowledge
Awareness of and commitment to learning and understanding the Truth & Reconciliation Commission’s 94 Calls to Action (2015), In Plain Site Report (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), and other related reportsCommitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).As a strong asset for consideration, we are looking for our successful candidate to have knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).Shortlisted candidates will be invited to an information session and successfully complete the following assessments :
CritiCall Online SimulationListening and Data Entry TestCritiCall Personality Screening TestPlease note, typing speed is an important skill for working in the Call Centre. Unsure if you can type at least 30 words per minute? You can measure and practice your typing skills here : (https : / / www.typingtest.com / )
Successful candidates who receive an offer of employment must obtain a satisfactory Medical Assessment, Hearing Test and Criminal Record Check before their first day of work.
Please email your Basic First Aid and CPR-C Certificate (or higher i.e. OFA2, EMR, PCP) to : [email protected] (Please add this address to your address book to ensure any communication is not filtered to your spam / junk folders)
Next Steps in the Recruitment Process :
Shortlisted candidates will receive an email invitation to participate in a virtual testing session. To be considered for this position, your attendance is required. The testing session will be approximately 1.5-2.5 hours.Successful candidates will then be asked to complete a pre-screening personality assessment – this is not an elimination test, but a tool used to determine best fit from our candidate pool.Applicants who are shortlisted from these tests will be contacted to come into the centre to complete an observation shift, where you will listen to live calls while paired with an experienced call-taker.As a final step, you will be invited to a behavioural based interviewWhat we bring
Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.
Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.Generous vacation entitlementAccess to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.