Are you ready to take your career within the Ontario Public Service (OPS) to the next level? The Hamilton Central Ambulance Communications Centre (CACC) is looking for a dynamic and client service-oriented Operations Manager to lead our 24/7 operations. This role involves providing leadership to a dedicated team responsible for receiving, prioritizing, and dispatching 911, emergency, and non-emergency requests for ambulance services. This is a unique opportunity to make a significant impact in a fast-paced, demanding environment while ensuring the effective delivery of quality land ambulance dispatch and emergency health communication services. If you thrive in challenging situations and are committed to excellence, this role is for you!
As an internal member of OPS, you understand the importance of diversity, inclusion, accessibility, and anti-racism in our workplace. In this role, you will create an environment that fosters innovation, collaboration, and inclusivity. You will empower your team to grow and develop to their full potential, promoting a culture of diversity, equity, and excellence. With a competitive salary, this position offers not only a rewarding career but also the chance to contribute to the well-being of the community. and take the next step in your OPS career!
Please note: As this is a frontline essential position, your physical presence at the office is crucial to this role and this position will be fully onsite. There is a requirement to work 24/7 rotations which include nights, weekends, and potential holidays. This is to ensure management presence at CACC throughout the day and night.
About Us
The Emergency Health Program Management and Delivery Branch is responsible for ensuring there is strong operational alignment between all land and air service providers, healthcare service providers, municipal partners and First Nations communities.
Leadership in the Ontario Public Service
A leadership career in the Ontario Public Service offers meaningful opportunities to lead impactful projects, collaborate with diverse teams, and shape policies, programs and services that positively influence the lives of millions of Ontarians, all within a supportive and inclusive work environment. Our leaders enjoy comprehensive benefit plans, a robust pension program, and challenging and rewarding work that will keep you motivated and fulfilled.
Create the Work Environment
In the Ontario Public Service, we hold our leaders to the highest standards, expecting them to embody authenticity, accountability, and courage in every action and decision. It will be your responsibility to create a work environment and team culture that ignites innovation, nurtures collaboration and champions inclusivity by creating a diverse, anti-racist and accessible workplace that is free from discrimination and harassment. By aligning your choices with these values, you will create a vibrant work environment where every individual can thrive.
Deliver on Business Goals and Priorities
Your leadership will be crucial in guiding the team towards the achievement of their business goals. It will be your responsibility to inspire and motivate your team to deliver their best performance and align the team's daily actions with the strategic vision of the ministry. As an Operations Manager, you will:
- Be an empathetic leader and support your staff through the stresses involved with prioritizing and dispatching 9-1-1, emergency and non-emergency requests for ambulance services.
- Ensure the operation and maintenance of an effective, cost-efficient, quality land ambulance dispatch and emergency health communication service.
- Empower your team to grow and develop to their full potential, fostering a culture of diversity, inclusion, equity and excellence.
- Bring an innovative, digital mindset to your work, enabling you to incorporate new tools, technology and practices to support the delivery of services through the Central Ambulance Communications Centre.
- Provide advice, guidance and issues management support regarding service delivery to staff, senior management and stakeholders.
- You can acquire the following certifications within 30 days in the role: Valid Standard First-Aid, Targeted-Responder CPR and Restricted Radio Operators Certificate.
- You have a Valid Ontario Class G driver's license.
- You can possess a valid Criminal Record Check before starting in the role.
- You have demonstrated leadership skills to motivate and develop a team of individuals to deliver results in a rotational and on-call 24/7 shift and highly stressful work environment.
- You have demonstrated skills in managing financial budgets and human resources, including labour relations issues.
- You can support the effective delivery of programs and services through supervision, planning, and coordinating the daily operations of assigned team.
- You have demonstrated the leadership behaviors, attributes and mindsets to lead the OPS into the future.
- You possess knowledge of Ontario's emergency health services system including governance, administration and operations.
- You have knowledge of medical terminology and an awareness of emergency medical practices related to land/air ambulance services.
- You have experience with, or can learn, computer-aided dispatch equipment, radio/telephone systems, audio logging equipment in addition to knowledge of Ambulance Communications Officer (ACO) certificate training.
- You possess the ability to interpret and accurately apply policy and legislation.
- Knowledge of dispatch management practices and administrative skills to ensure staff scheduling meets operational demands.
- You can establish and maintain strong working relationships with key partners and stakeholders.
- You can clearly and concisely discuss emergency issues with staff and provide advice and recommendations.
- You possess strong written communication skills to prepare briefings and reports for management and stakeholders.
- You have strong analytical and issues management skills to respond and resolve time sensitive, contentious and escalating emergency situations.
- You can investigate issues through in-depth analysis and research to reconstruct the chronology of events when requested by stakeholders such as federal, provincial and municipal agencies or police services.
If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!
Think this role could be right for you?
We're here to support you every step of the way. These short videos can help you feel confident and prepared:
- Navigating Our Hiring Process(2 min) – Get a clear overview of each stage in our structured hiring process so you know what to expect and how to prepare.
- Application Preparation Tips(4 min) – Learn how to showcase your leadership experience in ways that align with how we evaluate applications during the screening stage, increasing your chances of being shortlisted.
Take a few minutes to explore these resources. They're designed to set you up for success.
We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.
Our hiring process is accessible, consistent with Ontario's
Human Rights Code and the
Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please contact us.
Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace:
- diversity, equity and inclusion initiatives
- accessibility
- Anti-Racism Policy
