Job Description

Emergency Medical Call Taker (EMCT)

BC Emergency Health Services

Vancouver, BC

As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA effective October 26, 2021.

Upcoming Career Opportunities for Full Time Irregularly Scheduled Emergency Medical Call Taker (EMCT) Trainees in the following Dispatch Operations Centre:

• Vancouver Dispatch Operations Centre, 2955 Virtual Way, Vancouver, BC V5M 4X6

You are a calm and decisive individual with a keen interest in health care. You\xe2\x80\x99re a good \xe2\x80\x9cphone person\xe2\x80\x9d who can listen for what\xe2\x80\x99s not being said, provide clear and direct communication, and can multitask with excellent typing skills. A career in emergency health services is a challenge that has you excited! Bring your call-centre or customer service experience to the Provincial Health Services Authority for an opportunity to make a difference through BC Emergency Health Services.

What you\xe2\x80\x99ll do

The role of Emergency Medical Call Taker (EMCT) is the first point of contact in 911 calls that are directed to ambulance services. Working in a call-centre environment, the EMCT provides support to the public via telephone in cases of emergency medical situations. Gathering and sharing vital information, the EMCT is the liaison between the caller, dispatch team, paramedic crews, and hospitals. Every day will be different, but during any given shift, the following tasks can be expected:

• Use exceptional customer service skills while remaining calm and focused in stressful, high-pressure situations, adapting quickly in a dynamic environment
• Quickly prioritize multiple competing tasks, using a methodical approach to problem solve, make decisions, and communicate clearly
• Take a leadership role while actively building relationships with team members and callers
• Actively seek win-win solutions, at all times, maintaining professionalism in cases of healthy conflict and in supporting/managing differences of opinion

To learn more about the EMCT role, please visit: http://www.bcehs.ca/careers/career-paths/emergency-medical-call-taker

What you bring

Initial Qualifications:

• Completion of Grade 12 or equivalent
• Valid certificates in Standard First Aid and CPR Level C (must be obtained before the start of EMCT Training - if you have yet to acquire your certificate(s) you may be eligible for course reimbursement upon successful hire. Please inquire with your application on eligible courses
• 2+ years\xe2\x80\x99 experience in customer service
• Experience in a call centre is an asset
• Fluent spoken and written English

Additional Skills & Knowledge

• Awareness of and commitment to learning and understanding the Truth & Reconciliation Commission\xe2\x80\x99s 94 Calls to Action (2015), In Plain Site Report (2020), BC\'s Declaration on the Rights of Indigenous Peoples Act (2019), and other related reportsCommitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC\'s Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).

Shortlisted candidates will be invited to an information session and successfully complete the following assessments:

• CritiCall Online Simulation
• Listening and Data Entry Test
• CritiCall Personality Screening Test

Please note, typing speed is an important skill for working in the Call Centre. Unsure if you can type at least 30 words per minute? You can measure and practice your typing skills here: (https://www.typingtest.com/)

Successful candidates who receive an offer of employment must obtain a satisfactory Medical Assessment, Hearing Test and Criminal Record Check before their first day of work.

With the subject: First Aid - V11272023 EMCT VDOC, please email your Basic First Aid and CPR-C Certificate (or higher i.e. OFA2, EMR, PCP) to: (Please add this address to your address book to ensure any communication is not filtered to your spam/junk folders)

Next Steps in the Recruitment Process:

• Shortlisted candidates will receive an email invitation to participate in a virtual testing session. To be considered for this position, your attendance is required. The testing session will be approximately 1.5-2.5 hours.
• Successful candidates will then be asked to complete a pre-screening personality assessment \xe2\x80\x93 this is not an elimination test, but a tool used to determine best fit from our candidate pool.
• 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.
• As a final step, you will be invited to a behavioural based interview

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That\xe2\x80\x99s why we\xe2\x80\x99re focused on your care too \xe2\x80\x93 offering health, wellness, development programs to support you \xe2\x80\x93 at work and at home.

• Join one of BC\xe2\x80\x99s largest employers with province-wide programs, services and operations \xe2\x80\x93 offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San\xe2\x80\x99yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Generous vacation entitlement
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Irregular, full-time
Wage: $31.65 hourly

Location: Vancouver Dispatch Operations Centre, 2955 Virtual Way, Vancouver, BC V5M 4X6

Hours of Work: Work shifts on weekdays and weekends, rotational shifts, statutory holidays as operation runs 24/7, 365 days a year

We invite you to apply at: where you can register for the first time or enter your Username and Password to re-access your profile on our system, and submit your resume and cover letter.

What we do

(BCEHS) provides provincial emergency medical care and patient transfer services. BCEHS is part of the Provincial Health Services Authority (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 \xe2\x80\x93 Be compassionate \xe2\x80\x93 Dare to innovate \xe2\x80\x93 Cultivate partnerships \xe2\x80\x93 Serve with purpose.

Learn more about PHSA and our programs:

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\xe2\x80\x99 unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey\xe2\x80\x94one 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.
Labor Agreement
Requisition # V11272023-2409051
Work Site
Additional Location Details Vancouver Dispatch Operations Centre
Job Type Irregular, Full-Time
FTE 1
Hours of Work
Work Days
Expiry Date

Provincial Health Services Authority