Training Specialist 9165-2315

Skills Required :

Training experience in OPS or Land Ambulance Dispatch Centers or Paramedic services experience with telecom and dispatch systems, Paramedic Practices, Ambulance Dispatch Operations, Project Management, Instructional Design, Technical Writing, Training Delivery, Public Safety Systems, Customer Relationship Management, Elearning Development, Data Analysis, Change Management.

HM Note: This hybrid contract role is three (3) days in office. Candidates' resume must include first and last name. Candidate is required to frequently travel to client sites as directed by the manager.

Description

• Deliver instructions and training, interactive demonstration and/or e-learning to staff at twenty-one (21) CACCs, 1000+ Ambulance Communication Officers and other required Ministry Stakeholders including ORNGE, across the province within established training program content and methodology on the Komutel – Avaya Telephony System, Geomant Dashboard, CMS reporting, Automatic Call Distribution, and incident handling.
• Provide application and product training to both technical and non-technical users.
• Develop and deliver training documentation and overall Telephony training strategies, including but not limited to, training plans for each CACC, taking into consideration the unique aspects and needs of each centre.
• Assist in the development, design and ensuring quality of all training materials related to the project.
• Provide recommendations for training tools as required.
• Provides supervision, hands-on instruction and training, interactive demonstration.
• Evaluates and documents individual participant/student performance; provides feedback and recommends further training if necessary. Administers and grades variable written and/or practical examinations and certifications.
• Work alongside Ministry of Health representatives to ensure EHPMDB processes are incorporated in the training materials while ensuring quality of all training communication material related to the project.
• Work closely with the Training Lead to ensure project activities & timelines are met and effectively communicated to appropriate audiences.
• Report progress against training plan to Training Lead.
• Create final training materials by integrating EHPMDB future state processes with vendor training material.
• Provide input, document requirements and support the design and delivery of training programs.
• Provides progress reports to Telephony Project Training Lead and management; identifies and recommends the need for additional/remedial training.
• Provides group leadership, supervision and technical and non-technical direction to ambulance communication officers, and CACC management by scheduling work assignments, clarifying and interpreting established practices, and providing technical advice while ensuring that programming timelines are met.
• Acts as province-wide resource regarding the development and delivery of Telephony training programs.
• Participates on committees and other working groups as part of the Telephony technology training.
• Alongside the training lead, provide support to CACC management and staff before they transition to the new telephony solution, during the go-live and post go-live issue resolution.
• Leads project implementation assessment through surveys and evaluations etc., and reporting post go-live findings; leading the development of lessons learned and working with Project Lead to modify transition plans as necessary.

Experience and Skill Set Requirements

Training Experience: 40%

• Experience developing and delivering a province/nation-wide training strategy and roll out plan for an operational and First Responder environments.
• 5+ years of experience as Trainer, preferably in OPS or Land Ambulance Dispatch Centers or Paramedic services.
• Experience delivering training material to both technical and non-technical users.
• Experience creating training material or user documentation, preferably in OPS or Healthcare sector.
• Experience creating and managing training project plan/schedules.
• Demonstrated ability to plan and manage a complex province-wide schedule.

Technical Experience: 20%

• Demonstrated experience with telecom and dispatch systems.
• Familiar with paramedic practices, ambulance dispatch centre operations and related communications system functions.
• Knowledge of current and emerging 911 technologies to meet needs of the PSAP user community, including, but not limited to a wide range of Telecommunication technologies for voice, video, text and data.

Analytical and Communication Skills: 25%

• Experience in the development, design and delivery of training material for both technical and non-technical users at the specified experience level.
• Knowledge and experience in delivering training on specified packages and platforms.
• Knowledge of Telephone systems, GIS, spatial concepts (geographic orientation and mapping), Automated Vehicle Locator, Call recording and Dispatching.
• Ability to link learning and development strategies/frameworks to policy, operational and project goals.
• Demonstrated strong problem-solving, analytical, and organizational skills.
• Exceptional verbal and written communication skills, presentation skills, and interpersonal skills.
• Ability to clearly articulate messages to a variety of audiences from entry-level users to senior-level executives.
• A team player with a track record for meeting deadlines.
• Minimum valid driver’s license class of G, or equivalent, as recognized by the Province of Ontario and the ability to travel within Ontario frequently and for extended periods of time.
• Demonstrated experience working with a large project team.

Industry Experience: 15%

• Experience delivering training related to 24x7 critical environments and operations.
• Experience with the land ambulance sector and its stakeholder would be an asset.
• Knowledge of Public Safety including Police, Ambulance and Fire.
• Knowledge of Emergency Health Services or Healthcare Sector would be an asset.

Must Haves:

• 5+ years of experience as Trainer, preferably in OPS or Land Ambulance Dispatch Centers or Paramedic services.
• Demonstrated experience with telecom and dispatch systems.
• Familiar with paramedic practices, ambulance dispatch centre operations and related communications system functions.
• Knowledge of current and emerging 911 technologies to meet needs of the PSAP user community, including, but not limited to a wide range of Telecommunication technologies for voice, video, text.

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