Job Description

Position Type: Permanent*Closing date: 2025-03-06*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.*Reporting to the Manager of Quality and Research, the Emergency Health Services (EHS) Medical Communications Centre (MCC) Quality and Education Supervisor shall be responsible for quality management and training in the EHS MCC, ensuring contractual and organizational requirements are identified and met. This position will supervise and coordinate the ongoing assessment and improvement overall MCC performance by developing key indicators, monitoring performance and effectively reporting the findings to stakeholders. The position will also ensure compliance with staff training requirements, including orientation training, continuing education and remedial training.The supervisor will report to the Manager of Quality and Research and work closely with the Manager of Clinical Services, MCC Manager, the EHS Provincial Medical Director, Clinical Quality Program Lead, Risk Management Coordinator, Clinical Supervisors, the MCC Operations leadership team and MCC communications officer (CO) staff members.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:Quality

• Manages the coordination and administration of the International Academy of Emergency Dispatch (IAED) Advanced Medical Priority Dispatch System (AMPDS)
• Coordinates key MCC quality management processes, including reporting.
• Coordinates and performs AQUA audits.
• Monitors and improves data quality within the MCC.
• Collects and utilizes quality information for quality management purposes. This data collection includes: CAD data, AQUA reports, occurrence reports and observation of real-time CO performance.
• Communicates to the MCC Manager, and other key stakeholders CO performance levels through performance reports and documentation,
• Develops quality improvement initiatives based on quality data.
• Utilizes performance measures to gauge educational requirements and assess outcomes of education programs.
• Participates in and supports research under the direction of the Performance Manager /designate in collaboration with the research coordinator.
• Leads, supports and/or participates in evaluations of initiatives related to MCC.
• Conducts case reviews, as necessary, and participates in case investigations such as root-cause analysis.

Accreditation

• Oversees and coordinates IAED accreditation processes, including the maintenance and acquisition of all accreditation related documentation. Performs gap analysis on new standards and communicates results to P&D Manager of Quality and Risk, MCC Manager Systems & Deployment, and other stakeholders.
• Ensures MCC is compliant with the IAED accreditation standards. Oversees and/or coordinates implementation of interventions required to ensure standards are met or exceeded.
• Participates in the development and implementation of MCC-related policies and procedures. Monitors MCC policy compliance and identifies factors contributing to sub-standard performance.

Education/Learning

• Manages orientation and continuing education by coordinating administrative requirements, conducting needs assessments, developing curriculum, designing evaluation strategies and delivering education.
• Responsible for the design and delivery of non-technical and technical education, which includes CAD, AMPDS, AQUA and others.
• Incorporates evidence derived from research, quality improvement, risk management and evaluation findings into education programming.
• Coordinates preceptorship and the evaluation of MCC employee performance.
• Develops and maintains the MCC orientation program.
• Develops modular training programs for specialist positions (Air Medical Transport CO (AMTCO), First Response CO (FRCO), others).
• Monitors and manages MCC staff Emergency Medical Dispatcher (EMD) certification and re-certification processes.
• Coordinates professional development activity for MCC front line personnel.
• Develops and maintains local, regional, national, and international contacts with registration bodies, training institutions, and EMS services to assure continuing medical education and staff development are consistent with industry trends.

MCC Quality and Training Lead (QTL) and MCC Preceptor Oversight

• Direct oversight and supervision of the QTLs including directing workload and priorities, monitoring, performance management, and reporting on this position as required.
• Provides coaching and mentorship to the QTLs.
• Coordinates professional development activity for the QTLs.
• Oversight of the Preceptors, including workload, objectives and performance.
• Monitors and reports on activity of Preceptors.
• Coordinates professional development activity for Preceptors.

Liaison

• Collaborates with the Manager Clinical Services and Clinical Supervisors (Ground Ambulance and LifeFlight) to ensure the integration of education programs.
• Collaborates with the Clinical Quality Program Lead, Risk Management Coordinator and LifeFlight Clinical Supervisor to ensure integration of quality programs within the organization.
• Works closely with Operations to integrate quality and education processes into operational delivery of service and leadership of MCC staff.
• Represents the MCC quality and education portfolios on internal and external committees as required.

Additional Requirements

• Provides leadership to effectively coach and provide support to colleagues.
• Provides leadership by participating, supporting and ensuring accountability for initiatives that foster a culture of patient safety and a safe work environment.
• Participates in tracking related budgets.
• This position may require working in MCC operations. Regular business hours required, but some irregular hours can be expected. The incumbent may be needed to fill in for sickness, vacations, etc. Travel within the Province can be expected.

Qualifications and Requirements:Education & Experience:

• Minimum three years experience working in healthcare or EMS is required; experience as a paramedic and/or Communications Officer a strong asset.
• Four years or more in a progressively responsible leadership position is required.
• Undergraduate degree in a health related discipline, or equivalent combination of education and experience is required. Desired areas of education include quality management, healthcare administration, project management, program evaluation, and adult education.
• Possess and maintain certification in the following, or have the ability to acquire, is required:
• Emergency Medical Dispatcher with Quality Assurance (EMD-Q) designation through the IAED (or other agency approved by EHS)
• Emergency Telecommunicator Certification (ETC) through the IAED;
• Instructor status an asset.
• Experience in quality improvement is a strong asset.
• Experience in conducting needs assessments, curriculum development and education delivery is a strong asset.
• Experience in the use of TriTech CAD and ProQA software is a strong asset.
• Experience in risk management and accreditation is an asset.

Knowledge & Skills:

• Has a solid understanding of EMS, including operational delivery of service in a high performance system, system status planning and emergency and non-emergency communications.
• Demonstrates leadership and has the ability to motivate, coach and support staff in a dynamic fast paced environment.
• Familiarity with IAED training.
• Able to exercise independent judgment and problem solve with discretion.
• Excellent communication skills, including active listening, effective written, oral, and presentation skills.
• Demonstrates superior conflict resolution skills: balances assertiveness and sensitivity.
• Possesses the ability to work independently as well as within a team environment.
• Proficient time management skills to meet deadlines on schedule.
• Knowledge in the assessment and development of performance indicators.

Physical Requirements:The employee will spend various periods of sitting, standing, walking, crouching, lifting, and / or carrying light objects. The employee is required to maintain one position for possible long periods of time, such as sitting at meetings, or at a desk setting. The employee will be reading data or inputting data, report writing, operating a word processor, computer, calculator, and talking on the telephone. The employee will use and have exposure to general office equipment such as fax, photocopier, printer, and personal computer. The exposure to low to moderate noise levels.*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.

Medavie