Job Description

We fight as innovators. As boundary-pushers. We fight as world leaders in emergency medical care. We fight because every life is worth it. When our first helicopter took flight in 1985, we radically changed the way critical care was delivered. Our crews comprise of life-saving professionals that receive advanced medical training to save lives. Every patient aboard a STARS helicopter is in the care of a crew who excel and are innovative in their roles. Totally patient-centered, were finding ways to get to the people who need us, no matter where they are. From improving our reach in rural areas to leveraging technology, were finding ways to bridge the gap and make the impossible, possible. STARS is a charitable, non-profit organization that flies over 3,000 missions each year providing time, hope and life-saving care for the critically ill and injured. If you care about doing work that makes an impact in peoples lives, we want to hear from you!

Emergency Communications Specialist, STARS Vigilant - Calgary Base - 1.0 FTE

The Emergency Communications Specialist (ECS) role works within the STARS Emergency Link Centre (ELC). The ELC contains two distinct teams, one coordinating emergency management to industry clients via our STARS Vigilant team, the other dispatching Helicopter Emergency Medical Service (HEMS) via our Critical Patient team. This role answers both emergency and non-emergency calls related to various industries across North America for STARS Vigilant Industry Services. Requests may be initiated by the general public, First Responders and Public Safety agencies (Police, Fire, Ambulance), corporate safety teams, governmental and regulatory bodies, remote locations, and industry experts.

The Emergency Communications Specialist (ECS) follows standard operating procedures to effectively handle incoming calls, accurately map locations, respond to work alone alarms, conduct welfare checks, and activate client protocols. Additionally, you will actively contribute to expansion and retention initiatives through various business initiatives.

While this role is not directly involved in the coordination of Helicopter Emergency Medical Services, you will be exposed to sensitive, and occasionally distressing, information related to trauma patients. The ability to effectively and confidentially handle this type of information is a must. To learn more about STARS Vigilant, visit our website. Is this challenge for you?

• Answer incoming calls from the general public and industry professionals to initiate emergency responses for various industries
• Proficiently manage various software applications, mapping functions and omni-channel communications tools to support emergency management and coordination
• Learn to triage tasks, prioritize workloads, and apply critical thinking
• Coordinate with teammates through effective communication and shared approach to task management
• Provide support and assistance to colleagues during high-volume call periods or complex situations, promoting a culture of teamwork and mutual support
• Collaborate with fellow Emergency Communications Specialist (ECS) on the Critical Patient Helicopter dispatch team as appropriate.
• Maintain thorough and accurate documentation of all calls and actions taken, ensuring compliance with regulatory requirements.
• Recognize situations beyond the scope of training and escalate as required
• Participate in the Quality Management process, continuously improving skills based on received feedback
• Identify and communicate potential expansion and efficiency opportunities for STARS Vigilant across various industries
• Perform customer-focused tasks, including customer outreach and various support and expansion activities as assigned
• Act as a liaison between STARS Vigilant and external stakeholders, fostering positive relationships and representing the organization professionally
• Continuously assess and update knowledge of relevant policies, procedures, and protocols to ensure adherence to standards and regulations
• Collaborate with cross-functional teams to develop and implement training programs and materials for customers and ongoing skill development
• Flexibly undertake additional tasks as needed to support team objectives and organizational goals

This is a shift-work position requiring day, night, weekend, and holiday support working 12-hour days and night shifts on a 4 on / 4 off rotation. The successful candidate must be available to complete two weeks of initial training to happen Monday through Friday over two consecutive weeks (approximately 8 hours per day).

Do you have what it takes?
Your success in this role hinges on your ability to multitask effectively while delivering exceptional customer service and upholding a high standard of accuracy and attention to detail. You excel in a team-oriented environment and bring an energizing, positive attitude to the table. You look for ways to enhance the business unit and contribute to the development and success of the organization and STARS mission.

In addition, you will have:

• Strong verbal communication and active listening skills, proficient in asking pertinent questions and navigating conversations with prospective clients
• Exceptional customer service abilities and a polished phone demeanor, adept at fostering enduring client/partner relationships
• Genuine willingness to collaborate with internal and external stakeholders
• Proficient in critically analyzing client/prospect needs and applying a solution-oriented approach to ensure client retention
• Adaptable to evolving situations and work environments
• Demonstrated ability to maintain composure and professionalism in high-stress, high-consequence environments
• Proficient in understanding and adhering to standard operating procedures
• Experience in technology usage, including public safety telecommunications software, mapping, telephony, and Microsoft Office; familiarity with navigating and administering SalesForce CRM software is advantageous
• Ability to efficiently triage multiple calls and work-alone alarms simultaneously
• Capability to clearly articulate how STARS Vigilant can enhance emergency plans and safety programs
• Capacity to identify efficiency, retention, and expansion opportunities
• Successfully pass the skills assessment administered by us, which includes achieving a minimum typing speed of 30 words per minute
• High School diploma or equivalent required
• Experience in relevant industries such as Oil & Gas industry is advantageous
• Previous experience in a professional customer service or dispatch center environment, with proficiency in problem-solving, critical thinking, and conflict resolution skills, is advantageous.

As this position has been identified as safety-sensitive, employment of the preferred candidate will be dependent upon successful completion of a pre-employment alcohol and drug screening.

What we offer! We offer a competitive salary based on education and experience, as well as excellent organization-paid health and dental benefits, free parking and so much more. More importantly you will be a key member of the STARS organization and a link in our ability to execute our mission of saving lives safely within the chain of survival. If you are the person we are looking for and would like to make a difference with your career, please make sure to apply by closing date: June 16, 2024.
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