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Job Specification
Position Title: COMMUNICATIONS TRAINING OFFICER
Job Code: AMAPCEO - General Admin Ama Unit AGA17, 17AGA
Job ID: 22131

Purpose of Position:
To deliver and evaluate training programs for Communications Officers of the emergency health services system in an assigned region of the province, and to participate in the development of training programs. To participate in the development, implementation and maintenance of quality assurance programs used in the Central Ambulance Communications Centre (CACC).

Duties/Responsibilities:
Within the Emergency Health Services Branch of the Ministry of Health and Long-Term Care, the Communications Trainer delivers training and participates in quality assurance processes which ensure that communication services meet Government standards and public safety needs. The Communications Training Officer position reports to the Emergency Health Services Branch (EHSB) Regional Manager, while receiving general program direction from the Patient Care Standards, Education, and Certification Section of EHSB head office. The incumbent:
1. Delivers and maintains decentralized training programs for Communications Officers of the emergency health services system for all aspects of communications including Computer Aided Dispatch (CAD), Radio-telephone system and Geographical Information (GIS) instruction and training through lectures and demonstrations.
2. Participates in the development of centralized training programs. Identifies training requirements through needs analysis including observations, discussions with employees, and the analysis of the results of the quality assurance program.
3. Evaluates and documents student performance and administers local written and practical examinations.
4. Administers a regional quality assurance program within the CACC to monitor Communications Officers` performance for adherence to Provincial and Local Operational Policies and Procedures and standards. Participates in the development of the quality assurance programs used in the CACC`s. Provide a progress reports regarding the performance of new staff
5. Reviews internal investigation results to identify the need for additional/remedial training, as requested. Develops and implements continuous quality improvement initiatives in co-operation with the CACC.
6. Acts as a province-wide resource by providing services in relation to the development and/or delivery of training programs and other activities outside of assigned CACCs or region, as required.
7. Participates on committees, as required. Participates in special projects or assignments, as requested. Note: Frequent travel within Ontario is required.

Knowledge:
Knowledge of current communication, dispatching, automation and integration theories and practices in the Emergency Health Services system in Ontario to deliver and participate in the development of an education program that reflects changes and ensures emergency medical dispatching skills and knowledge are kept up to date. Knowledge of all pertinent acts of legislation and regulations pertaining to ambulance service delivery. Knowledge of the principles of Quality Assurance (QA) and Continuous Quality Improvement (CQI). Knowledge of current CAD, Radio-telephone and Geographical Information (GIS) systems used in Ontario to provide related instruction. Knowledge of adult education principles, practices and techniques and skills in training program delivery and presentation to develop and deliver programs to adult participants. Oral communications skills including the use of specialized medical terminology to present training programs. Written communication skills to prepare educational support material, reports and recommendations on program changes. Leadership skills to lead training sessions and encourage CACC personnel participation. Knowledge of word processing, spreadsheet and presentation software such as Microsoft Word, Excel and PowerPoint to support administration of the regional training program and to prepare reports and educational materials. Planning, analytical and problem solving skills to identify training needs and requirements of CACC personnel and to design, cost, schedule and implement training programs. Valid Ontario Class G Driver`s Licence.

Judgement:
Work is performed under the general direction of the Regional Manager, while receiving general program direction from the Patient Care Standards, Education and Certification Section of EHSB head office. Guidelines are provided by legislation such as the Ambulance Act and Regulations, Coroner`s Act, Public Service Act, Mental Health Act, Highway Traffic Act, Public Health Act and Regulations, Ministry of Health. Corporate and Emergency Health Services Branch Policies. Considerable judgement is required in dealing with CACC personnel and identifying training requirements based on observations, discussions and analysis of the results of the quality assurance program and in monitoring Communications Officers` performance for adherence to all policies, procedures and standards. Judgement is also exercised in preparing, conducting, evaluating and documenting student performance. Judgement is required to establish and maintain good working relationships with the CACC staff as well as colleagues and CACC Manager.

Accountability - Programs:
Accountable for delivering an efficient communications training program for an assigned area of the province within budget guidelines. Personnel: No direct supervisory responsibility. Oversees communications staff while involved in training sessions. Schedules and evaluates work of communications personnel.

Accountability - Finance & Material:
Accountable for delivering an efficient communications training program for an assigned area of the province within budget guidelines. Personnel: No direct supervisory responsibility. Oversees communications staff while involved in training sessions. Schedules and evaluates work of communications personnel.

Accountability - Impact of Errors:
Errors in judgement with respect to the training of Communications Officers, as the first link of the pre-hospital emergency care system, could seriously impede emergency service delivery. Improper training could lead to inappropriate prioritization of ambulance calls and the inefficient utilization of vehicles could deplete coverage in needed areas, delay services, jeopardize health of life of a patient, bring adverse criticism and waste public funds.

Contact - Internal:
Frequent contacts with Emergency Health Services Regional Office, Manager Patient Care Standards, Education and Certification, CACC Coordinator, Provincial Communications Training Officer, CACC Training Officers, CACC Manager, CACC Operations Manager, CACC Supervisor and Communications Officers.

Contact - External:
Frequent contact with Base Hospital Medical Directors to exchange information regarding training programs. Regular contact with communications employees to provide training, conduct Q.A. and answer inquiries. Contact, as required, with municipal offices.