MCC Quality and Training Lead

Guardian Ambulance; Dartmouth; On-site; CAD 65,000 - 90,000; Full time

Job summary

Emergency Medical Care Inc. (EMC) in Nova Scotia seeks a MCC Quality and Training Lead to enhance the Medical Communications Centre's quality and education programs. You will develop clinical education curricula, coordinate new employee orientation and lead training initiatives.

Reporting to the MCC Quality & Education Supervisor, you will conduct performance reviews, drive quality improvements, and ensure compliance with IAED standards through education, coaching and data-driven feedback.

Qualifications

• Three or more years' experience as a Communications Officer.
• Active EMD certification required.
• Experience in all communications officer roles (Call Taker, Dispatcher, FRCO and AMT) is required.

Responsibilities

• Coordinate the clinical auditing program(s) to determine compliance with IAED performance standards and other applicable standards.
• Perform routine and directed audits as needed.
• Coach and provide support to MCC staff as needed.
• Propose and participate in quality improvement measures.
• Identify significant issues and trends in the delivery of care.
• Support the accreditation processes for EMC.
• Support quality, risk management, safety and research initiatives.
• Coordinate with EMC leadership and MCC staff to disseminate performance information through various mediums.
• Demonstrate leadership to coach and mentor MCC staff.
• Coordinate continuing dispatch education sessions.
• Develop and deliver MCC education initiatives in collaboration with the P & D department, MCC leadership staff, and others.
• Monitor and report on MCC staff recertification dates and continuing dispatch education participation.
• Collaborate with stakeholders to assess changes in practice, policies, research and their impact and develop improvement strategies.
• Coordinate professional development activity for MCC preceptors.
• Participate in committees and working groups as needed.
• Participate in continuous professional development and training associated with the position.
• Demonstrate discretion and assure privacy and confidentiality.
• Support and act as resource to the MCC Quality & Education Supervisor within all aspects of quality and training.

Skills

Dispatch experience

Call Taker

Communications Officer

Education

EMD certification

Job description

Position Type: Permanent * Closing date: 2026-11-23 *

Emergency Medical Care Inc. (EMC) is a wholly owned subsidiary of Medavie Health Services (MHS) that manages and operates ground ambulance, air medical transport and the medical communications operations in Nova Scotia through a performance-based contract with the provincial government's Emergency Health Services (EHS) Operations division and the Department of Health and Wellness. As well, EMC operates TeleHealth/811 medical communications for Nova Scotia and Prince Edward Island for the Department of Health.

We access all communities in Nova Scotia in a timely and efficient manner with our fleet of more than 180 ambulances and support vehicles operating out of 60+ stations. We respond to 165,000+ calls annually across the province, which are actively managed through the EHS Operations Medical Communications Centre, the hub of all emergency (911) and non-emergency (hospital transfers) medical calls.

The EHS Operations LifeFlight program provides even greater accessibility by responding to patients on scene or through inter-facility transports by our critical care team via helicopter, fixed wing, or ground ambulance.

In addition, paramedics in Nova Scotia participate in various programs both urban and rural such as community-based paramedic programs, collaborative emergency centres, and emergency preparedness and special operations, to name a few.

There are lots of opportunities waiting for you in Nova Scotia.

Nature of Position

The MCC Quality and Training Lead (QTL) position is integral to the function and success of the Medical Communications Centre (MCC) quality and training program. Reporting to the MCC Quality & Education Supervisor, the QTL works in close collaboration with MCC colleagues, EMC and others to assess and improve clinical performance through education and quality review.

Under the direction of the MCC Quality & Education supervisor, the incumbent will be responsible to develop clinical education curriculum, organize new employee orientation, and schedule and facilitate education sessions. The QTL will be responsible to organize and facilitate Return to Practice sessions, Continuing Dispatch Education and conduct clinical evaluations.

The incumbent will oversee and conduct performance reviews to inform quality improvement initiatives and meet contractual obligations. The QTL must be able to recognize potential and actual call-taking and dispatching concerns, to inspect and manipulate data and findings to identify trends and to identify improvements. This position will provide feedback based on quality findings on an individual and aggregate level through feedback, coaching, communications, reminders and other effective tactics.

As an employee of EMC, we are accountable to our patients and coworkers by participating in and supporting all safety related initiatives, as well as acting in a manner that fosters a culture that focuses on patient safety and a safe workplace.

Duties and Responsibilities

• Under the guidance of the MCC Quality & Education Supervisor, coordinate the clinical auditing program(s) to determine compliance with IAED performance standards and other applicable standards
• Perform routine and directed audits as needed
• Effectively coach and provide support to MCC staff as needed
• Propose and participate in quality improvement measures
• Identify significant issues and trends in the delivery of care
• Support the accreditation processes for EMC
• Supports quality, risk management, safety and research initiatives
• Coordinate with EMC leadership and MCC staff to disseminate performance information through various mediums
• Demonstrates leadership to effectively coach and mentor MCC staff
• Coordinates continuing dispatch education sessions
• Participate in the development and delivery of MCC education initiatives in collaboration with the P & D department, MCC leadership staff, and others.
• Monitor and report on MCC staff recertification dates and continuing dispatch education participation
• Collaborate with stakeholders to assess changes in practice, policies, research and their potential or actual impact on current practice and develop strategies for improvement
• Coordinate professional development activity for MCC preceptors
• Participate in committees and working groups as needed
• Participate in continuous professional development and training associated with the position
• Demonstrate discretion and assure privacy and confidentiality
• Support and act as resource to the MCC Quality & Education Supervisor within all aspects of quality and training

Qualifications and Requirements

• Three or more years' experience as an Communications Officer
• Active EMD certification required
• Experience in all communications officer roles (Call Taker, Dispatcher, FRCO and AMT) is required
• Education or t