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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. Apply now to learn more about our service and available positions.

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

The position entails, but is not limited to the following:

• Under the guidance of the MCC Quality & Education Supervisor, coordinate the 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 patient 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
• Curriculum development and implementation for various MCC training programs
• Participate in the development and delivery of MCC education initiatives in collaboration with 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 Communication Training Officers
• 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 a resource to the MCC Quality & Education Supervisor within all aspects of quality and education

Qualifications and Requirements

Education & Experience:

• Three or more years’ experience as a Communications Officer is a strong asset
• Active EMD certification required
• Experience in  MCC Communications  roles (Call Taker, Dispatcher, FRCO, Patient Flow Dispatch and AMT) is required
• Education or training in adult education (relevant experience may be considered)
• Education or training in quality monitoring, improvement, auditing or similar (relevant experience may be considered)
• EMD-Quality certification required (or obtain as soon as possible after hire, within probation period)
• Experience working in project teams an asset

Knowledge & Skills:

• Strong practical knowledge of performance standards and MCC practices
• Demonstrated strong leadership, communication, critical thinking, problem solving and delegation skills
• Proficient in all Microsoft Office applications (Word, Excel, PowerPoint etc.) required
• Extensive knowledge of EHS and EMC policies, protocols and procedures including a strong understanding of patient confidentiality is required
• Ability to understand clinical data and translate into meaningful recommendations for improvement
• Highly organized with strong time management skills and proven ability to prioritize required
• Able to work independently as well as within a team environment
• Ability to establish positive interpersonal and professional relationships

Physical Requirements:

The employee will spend various periods of sitting, standing, walking, crouching, lifting, and / or carrying light objects. Required to maintain one position for possible long periods of time, such as sitting at meetings, or at a desk setting. Employee will be reading data or inputting data, report writing, operating computers and talking on the telephone. Use and exposure to general office equipment such as fax, photocopier, printer, and personal computer. Exposure to constant low to moderate noise levels.

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Our goal is to be a diverse workforce that is representative of the citizens we serve. We are committed to building an inclusive team that represents a variety of backgrounds, cultures, races, perspectives and skills. We encourage applications from all qualified candidates including women, persons of any sexual orientations and gender identities and/or expressions, Indigenous persons, African Canadians, other racialized groups, persons with disabilities. Candidates who identify as being from any of these groups are encouraged to voluntarily self-identify.