FT Irreg Emergency Medical Call Taker (EMCT) - Victoria / Langford (e)

BCEHS; Victoria; On-site; CAD 40,000 - 65,000; Full time

Job summary

In dieser spannenden Rolle als Notrufbearbeiter sind Sie die erste Anlaufstelle für Notrufe, die an den Rettungsdienst gerichtet sind. Sie arbeiten in einem dynamischen Call-Center-Umfeld und unterstützen die Öffentlichkeit in medizinischen Notfällen. Ihre Aufgaben umfassen die Bereitstellung außergewöhnlicher Kundenservicefähigkeiten, das Priorisieren von Aufgaben und das Treffen klarer Entscheidungen. Dies ist eine Gelegenheit, in einem der größten Arbeitgeber British Columbias zu arbeiten und einen positiven Einfluss auf das Leben der Menschen zu haben.

Benefits

Umfassende Sozialleistungen

Zugang zu professionellen Schulungen

Generöse Urlaubsansprüche

Zugang zu WorkPerks für Rabatte

Qualifications

• Mindestens 2 Jahre Erfahrung im Kundenservice.
• Erfahrung in einem Call-Center ist von Vorteil.

Responsibilities

• Erster Ansprechpartner bei Notrufen und Unterstützung der Öffentlichkeit.
• Sammeln und Weitergeben wichtiger Informationen zwischen Anrufern und Einsatzteams.

Skills

Kundenservice

Stressbewältigung

Kommunikationsfähigkeiten

Problemlösung

Führungskompetenz

Education

Abschluss der 12. Klasse oder gleichwertig

Zertifikate in Erster Hilfe und CPR Level C

Job description

What you’ll do

The role of Emergency Medical Call Taker (EMCT) is the first point of contact in 911 calls directed to ambulance services. Working in a call-centre environment, the EMCT provides support to the public via telephone in emergency medical situations. The EMCT gathers and shares vital information, acting as a liaison between callers, dispatch teams, paramedic crews, and hospitals. Typical tasks during a shift include:

1. Using exceptional customer service skills while remaining calm and focused in stressful, high-pressure situations, adapting quickly in a dynamic environment
2. Prioritizing multiple tasks efficiently, making decisions, problem-solving, and communicating clearly
3. Taking a leadership role and building relationships with team members and callers
4. Seeking win-win solutions, maintaining professionalism, and managing differences of opinion

For more information 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 equivalent
• Valid certificates in Standard First Aid and CPR Level C (must be obtained before EMCT training starts; course reimbursement may be available upon successful hire—please inquire during your application)
• At least 2 years’ experience in customer service
• Experience in a call centre is an asset
• Fluent spoken and written English

Additional Skills & Knowledge

• Awareness of and commitment to learning about the Truth & Reconciliation Commission’s 94 Calls to Action (2015), In Plain Sight Report (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), and related reports. Commitment to reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
• Knowledge of social, economic, political, and historical realities impacting Indigenous communities, and familiarity with Indigenous Cultural Safety and anti-racism reports (BC DRIPA, TRC, etc.) is a strong asset.

Shortlisted candidates will be invited to an information session and will need to complete the following assessments:

• CritiCall Online Simulation
• Listening and Data Entry Test
• CritiCall Personality Screening Test

Typing speed of at least 30 words per minute is important; practice your skills at https://www.typingtest.com/

Successful candidates must pass a Medical Assessment, Hearing Test, and Criminal Record Check before starting work.

Applicants should email their Basic First Aid and CPR-C Certificates (or higher, e.g., OFA2, EMR, PCP) to: [e-mail].

Next Steps in the Recruitment Process

• Shortlisted candidates will receive an email to participate in a virtual testing session (approximately 1.5-2.5 hours).
• Candidates will complete a pre-screening personality assessment to determine fit.
• From these assessments, selected candidates will be invited for an observation shift, listening to live calls with an experienced call-taker.
• The final step is a behavioral-based interview.

What we bring

Every PHSA employee contributes to providing the best possible patient care. Whether providing direct care, conducting research, or supporting others, your work impacts lives across British Columbia. We offer health, wellness, and development programs to support your growth both at work and at home.

• Join one of BC’s largest employers with province-wide programs, offering opportunities for growth, recognition, and development.
• Access to professional training, including over 2,000 courses such as San’yas Indigenous Cultural Safety Training and Core Linx for leadership roles.
• Comprehensive benefits, including pension plans, mental health and safety programs, and wellness resources.
• Generous vacation entitlement
• Access to WorkPerks, providing discounts on electronics, entertainment, dining, travel, wellness, and more.