Full Time Irregularly Scheduled Interfacility Emergency Medical Dispatcher - I-EMD (PTCC)

Posting: EB 25:160(e)

Position: Full Time Irregularly Scheduled Interfacility Emergency Medical Dispatcher - I-EMD (PTCC)

Location: Patient Transport Coordination Centre (PTCC)

Position(s): 5 (five)

Posted: April 22, 2025

Closed: May 5, 2025

Training: TBD

Hourly wage: $34.22-35.87

BCEHS(British Columbia Emergency Health Services) and BCAS (British Columbia Ambulance Services) intends to fill 5 (five) vacancies for Full-Time Irregularly Scheduled Interfacility Emergency Medical Dispatcher(s) (I-EMD) in the Patient Transport Coordination Centre (PTCC).

Open to all post probationary EMDs, I-EMCTs / EMCTs, as noted below. 

Unionized positions with BCEHS must first consider qualified internal applicants.  Should vacancies remain, we will contact external candidates for this competition.

Job Summary

In accordance with the Mission, Vision, Values and strategic direction of BCEHS and PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at BCEHS and PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Patient Transport Coordination Centre (PTCC) is a 24/7 provincial operation that specializes in the planning and coordination of interfacility transport requests as well as critical and traumatic events that require air resources.

The Interfacility Emergency Medical Dispatcher (I-EMD) facilitates the coordination of all logistical aspects of Provincial inter-facility air/ground patient transfer and critical care scene responses. The I-EMD obtains critical information for emergency calls for service, determining and down streaming/transferring to the appropriate regional hospital, and providing comprehensive instructions, and recommending alternate resources where required in collaboration with the BC Patient Transfer Network, Regional Dispatch Operations, Aviation, Pilots, Critical Care Teams, Sending/Receiving facilities, Health Authorities and Emergency Physician Online Support (EPOS).

The I-EMD has in-depth knowledge of the Interfacility transfer coordination processes, knowledge of Health Authority referral patterns and transfer processes to plan, coordinate, and dispatch all air ambulance transport requests and ground inter-facility patient transports, including those requiring specialized Critical Care and Infant Transport Teams and/or life threatened emergency transfers, ensuring the patient is transferred to the appropriate location. The role maintains situational awareness and patient confidentiality when assessing risks related to calls from health care professionals, physicians and nurses for service, prioritizing tasks and continually reassessing circumstances in response to single or multiple events. The I-EMD seeks opportunities to shift activity to manage constantly changing priorities with unpredictable emergent workload due to external factors such as the weather, nature of calls and the urgency of response required.

Duties

1. Determines nature and urgency of requests for service from health care professionals, physicians and nurses, and prioritizes transport relative to algorithm chart procedure. Plans, coordinates and documents all aspects of critical care transfers, transfers requiring neonatal/pediatrics/maternal care, interfacility ground transfers, all air transfers and requests for scene response. Assigns appropriate resources to the event, in accordance with Dispatch policies & procedures as well as Crew Resource Management.
2. Communicates with pilots, crews, partner agencies such as police, fire, JRCC, Parks Canada, Corrections, and Health Authority sites. Liaises with other communication centers to ensure safe landing zones and timely ground support.
3. Coordinates all logistical teleconferences that may include sending and receiving physicians, transport advisors, out of province agencies such as Canadian Armed Forces Joint Rescue Communication.
4. Monitors the progress of all assigned air and appropriate ground ambulance resources, including patient and non-patient legs. Monitors and tracks BCEHS contracted aircrafts using navigation websites such as Skytrac and FlightAware.
5. Maintain educational requirements of BCEHS while demonstrating a commitment to continuing professional development and education.
6. Perform other related duties as assigned.

Qualifications: 

Education, Training and Experience
•Qualified Emergency Medical Dispatcher (EMD) or;

•Qualified Interfacility Emergency Medical Call Taker (I-EMCT) or;

•Qualified Emergency Medical Call Taker with a minimum of 1 year experience or;

•Current relevant equivalent dispatcher experience

Skills and Abilities

• Thorough understanding of BC Health Care system including the provincial air and ground ambulance system and emergency services communication.
• Familiar with British Columbia’s vast and diverse geography.
• Working knowledge of Health Authority referral patterns and transfer process.
• Working knowledge of the patient transfer coordination process and/or dispatching process.
• Demonstrated ability and dexterity in handling call-taking, multi-line telephone and/or radio communication systems.
• Knowledge of hospital specialty services and common diagnoses.
• Ability to manage, listen to and decipher detailed and graphic clinical details regarding the patient condition during teleconferences all while acting on emergent transfer requests in a timely manner.
• Understanding of the phonetic alphabet, commonly used for radiotelephone communications.
• Ability to multi-task and manage changing priorities and competing demands to accomplish objectives and adapt quickly in a dynamic, busy, fast-paced environment.
• Ability to remain calm and have mental resilience in a fast-paced and high stress environment.
• Ability to analyze and solve problems, identify key factors and underlying causes and generate solutions.
• Technology literacy across various platforms and devices.
• The ability to type 45 wpm with high accuracy.
• Demonstrated the use of critical thinking and sound judgment when making decisions along with active listening.
• Ability to communicate effectively (both written and verbal) under stressful conditions and maintain professional, courteous, respectful relationships with all callers & patients, colleagues, other partners.
• Exceptional customer service experience and the ability to cooperatively interact with diverse work teams.
• Work to the organizational requirements regarding patient safety events, and in identifying risks inclusive of capturing any appropriate information on database which will assist with investigations or complaints.
• Self-motivated to ensure that all relevant training identified by the employer is completed, ensuring you are fully conversant of changes in working practice that directly impact the individual’s responsibilities
• Flexibility to work extended shift work including nights, weekends and statutory holidays in a 24/7 Dispatch Operations Centre.
• Support the organization with developments and initiatives by being fully involved and engaged in trials of both role and organizational changes.
• Ability to operate related equipment.
• Physical ability and mental resilience to carry out the duties of the position.

Next Steps in the Recruitment Process:

1. Shortlisted candidates will receive an email invitation to participate in an in-person testing session.  To be considered for this position, your attendance is required. The testing session will be approximately 1.5-2.5 hours.
2. Successful candidates will then be asked to complete a pre-screening personality assessment – this is not an elimination test, but a tool used to determine best fit from our candidate pool.
3. Applicants who are shortlisted from these tests will be contacted to come into the centre to complete an observation shift, where you will listen to live calls while paired with an experienced call-taker. 
4. As a final step, you will be invited to a behavioural based interview.

What we do

BCEHSis a part of the Provincial Health Services Authority (PHSA). The PHSA plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments’ unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey—one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.

We are here to help – If you have any questions, please do not hesitate to contact the PCCP Recruitment Help Desk:

PCCP Recruitment Help Desk

Email: PCCPRecruitment@bcehs.ca

Hours: 08:30 – 16:30, Monday to Friday (excluding Statutory Holidays)