Vigilant Emergency Communications Specialist

STARS Air Ambulance; Calgary; On-site; CAD 60,000 - 85,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Free parking

Job summary

STARS is seeking a Vigilant Emergency Communications Specialist, Level 2 for the Calgary base. You will triage calls, manage multiple software and mapping tools, and coordinate with teammates in a fast-paced emergency link centre.

This 12-hour shift role requires holiday, weekend and nighttime support in a 24/7 environment. STARS offers comprehensive health and dental benefits, free parking, and a meaningful mission.

Qualifications

• High school diploma or equivalent required.
• Strong verbal communication and active listening skills.
• Excellent customer service and professional phone demeanor.
• Ability to stay composed in high-stress environments.
• Typing speed of at least 30 wpm, as part of the skills assessment.
• Experience in a customer service or dispatch center is an asset.
• Shift work: holidays, weekends, and nights in a 24/7 operation.

Responsibilities

• Triages calls and prioritizes urgent alarms in a fast-paced emergency centre.
• Manages multiple software applications and mapping tools for coordination.
• Collaborates with teammates through clear communication and tasks.
• Handles high-volume periods with teamwork and mutual support.
• Maintains accurate documentation meeting regulatory requirements.

Skills

Verbal communication

Active listening

Customer service

Problem solving

Typing 30 wpm

Professional demeanor

Education

High school diploma or equivalent

Job description

Vigilant Emergency Communications Specialist, Level 2

Full-Time

Why STARS

At STARS, we come to work every day with a purpose…to save lives. Whether you work in the aircraft or at one of our six bases, everyone at STARS plays a vital role in helping to provide critical care, anywhere. Since flying our first mission in 1985, we have never lost sight of what is most important – our VIPS, or Very Important Patients. Each year, we fly over 3,000 missions, providing world-class critical medical care whenever and wherever we are needed, and every team member contributes to helping that VIP. We are a lifeline to the community when time and clinical expertise can make all the difference.

We are currently looking for a Vigilant Emergency Communications Specialist, Level 2 in the Emergency Link Centre (ELC) at our Calgary base.

The STARS Vigilant team may not dispatch our iconic red helicopters, but they are the lifeline to thousands of workers every day. As a member of our Vigilant team, you will be the first line of defence in ensuring the safety of workers in the oil and gas, forestry, mining, road maintenance, and social services sectors, to name a few.

Key Responsibilities:

• Triage incoming calls and work alone alarms and prioritize them by applying critical thinking and sound judgment to support operational excellence within a fast-paced emergency call centre environment
• Proficiently manage various software applications, mapping functions and communications tools to support emergency management and coordination
• Collaborate with teammates through clear communication and coordinated task management
• Manage high-volume call periods or complex situations, while promoting a culture of teamwork and mutual support
• Maintain thorough and accurate documentation of all calls and actions taken, ensuring compliance with regulatory and organizational requirements

Qualifications & Requirements:

• High school diploma or equivalent required
• Strong verbal communication and active listening skills, proficient in asking pertinent questions and navigating challenging conversations with clients
• Exceptional customer service abilities and a professional phone demeanor, adept at fostering enduring client/partner relationships
• Adaptable to evolving situations and work environments with demonstrated ability to maintain composure and professionalism in high-stress, high-consequence environments
• Successfully pass the skills assessment administered by STARS, which includes achieving a minimum typing speed of 30 words per minute
• Previous experience in a professional customer service or dispatch center environment, with proficiency in problem-solving, critical thinking, and resolution skills is an asset
• This is a shift-work role, requiring holiday, weekend, and nighttime support in a 24/7 environment. This role requires working 12-hour shifts, averaging 91 hours per month (1092 hours per year).

Health & Safety Requirements:

This position has been identified as safety sensitive. Employment of the preferred candidate will be conditional upon successful completion of required pre-employment Alcohol and Drug test.

What we offer:

At STARS, every day we come to work with a purpose, to save lives. Maybe that’s your purpose too. We provide a strong total reward offering inclusive of a salary tailored to your education and experience, comprehensive organization-paid health and dental benefits, free parking and more. But the real reward is joining a legacy – a legacy of lives saved, of hope in the face of the unimaginable, and of pride in making a difference.

When you join STARS, you become part of a community that knows we’re stronger together. It takes a team to deliver the highest standards of care, and we need you to help us be our best.

Elevate your career. Be part of something bigger. Be part of STARS.

Want to learn more?

Passionate about keeping people safe? Discover how our Vigilant team monitors and responds to emergencies, protecting those who work alone.

Learn More About Vigilant Emergency Link Centre

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