Job Specification

Purpose of Position :

To provide a variety of corporate support services to: Field Office, Central Ambulance Communications Centre, and Head Office managers and staff.

Duties / Responsibilities :

Position works within the EHS branch centralized Corporate Support Group which provides support for the management of Branch programs in areas such as: Operational Planning, Performance Measurement; Freedom of Information (FOI), Provincial Auditor Reviews, Human Resource Management, Quality Standards, French Language Services; Ambulance Billing, records management, assets management and other functions. Responsible for:


1. Utilizing a variety of software packages to produce materials such as correspondence, memoranda, reports, charts, spreadsheets, presentations and overheads; composing correspondence and memos from brief verbal instructions or on own initiative; and proofreading all materials to ensure accuracy of content, grammar, spelling and punctuation. Ensuring appropriate use of existing templates and approved formats.


2. Performing a variety of corporate support tasks such as: maintaining, monitoring, processing security access cards for the branch; providing support for Corporate Support functions such as records and asset management; ordering branch forms and arranging for design, printing, and translations; updating and distributing branch directories and indexes; performing collating, photocopying and faxing.


3. Facilitating the work of the unit by handling phone calls in the absence of staff and determining nature, urgency and appropriate action (e.g. referral to another staff member) and assisting unit staff with workflow and organization of records.


4. Acting as first contact with the Branch by: responding to incoming telephone calls on a multi-line call director and greeting visitors as required; using discretion and tact in discerning nature and urgency of inquiry and name of caller/visitor and referring to appropriate party; providing general information based on knowledge of Branch programs and regional responsibilities. Informing alternate/relief receptionists of special requests from staff members regarding phone/fax messages or visitors. Using judgment in dealing with upset or disruptive individuals and informing Branch authorities of same. Utilizing a visual monitor to determine whether the individual(s) requesting entry to the Branch are authorized to do so.


5. Providing other support services including: checking/signing for receipt of packages and advising staff members;
arranging for servicing of photocopying machines; providing faxing services to Branch staff by receiving and distributing faxes; updating and distributing branch telephone listing; maintaining booking schedule for conference rooms; assisting with mass mailings; ordering and maintaining office supplies for the unit.

6. Establishing and maintaining Corporate Support Unit filing systems, databases, tracking and bring forward systems. Advising Manager and staff of upcoming commitments. Gathering and compiling information for use by Manager and staff by searching through files and records and/or contacting internal and external sources to request information, as requested.

7. Providing assistance to unit staff on routine use of software e.g. word-processing, spreadsheet, database, and presentation software.

8. Assisting with various internal branch projects via data entry and analysis, and software expertise

9. Acting as “ zero out target “ for branch phone calls; responding to inquiries based on knowledge of the branch programs, procedures and activities, ensuring confidentiality of sensitive information; referring more complex queries to appropriate staff member or manager, e.g. regarding responses to issues.

Note: Managers have the right to assign additional duties.

Staffing and Licencing :

Job requires oral French language skills at an advanced level, in order to respond to inquiries. Job requires typing at 50 wpm.

Knowledge :

Job requires knowledge of corporate practices and related Ministry/Branch/Unit procedures and guidelines in areas such as: establishing and maintaining electronic and manual data management systems, routing mail, answering inquiries, ordering office supplies. Job requires knowledge of OPS office procedures, practices and guidelines in relation to release of information, mail and records in order to maintain appropriate confidentiality and provide support in these areas. Job requires knowledge of standard computer software programs such as word-processing, spreadsheet, database, presentation and electronic mail to produce letters, memoranda, reports, charts, tables, graphics, spreadsheets, presentation material and to provide assistance to staff by resolving routine difficulties, e.g. user error. Position requires a general knowledge of the organizational structure, programs and regional responsibilities of the Emergency Health Services Branch as well as basic knowledge of related programs (e.g. hospitals, coroner, police, fire) in order to discern nature of inquiries, provide general information and direct callers appropriately. Job also requires knowledge of office equipment operations such as photocopier and facsimile to photocopy material and transmit materials. Job requires skills and knowledge of OPS customer service standards and techniques to provide reception to a broad range of callers and visitors including senior officials, the public and the media.

Skills :

Job requires problem-solving skills in prioritizing work among competing demands, changing priorities when appropriate, and determining when matters are urgent and require alerting Manager or other staff member.
Job requires analytical skills to set up and maintain manual and computerized filing, records and tracking systems that effectively support the needs of the Unit and in gathering relevant information when requested by Manager or unit staff. Job requires analytical skills to determine the most effective way to present material when typing correspondence, reports, charts and presentations and to resolve problems by trying different layout formats or software packages. Job requires problem-solving skills when providing assistance to staff in the utilization of software by resolving routine problems (e.g. user error).
Job requires organizational skills to prioritize workload among a range of competing demands to meet deadlines, to gather and compile information from internal and external sources, files, and databases, and to make arrangements for meetings and accommodation. Job requires written communication skills to type and compose letters and to ensure accuracy in grammar, spelling, sentence structure, and punctuation when typing corporate and other correspondence, memoranda, briefing notes, overheads, reports.
Job requires judgment in acting as the Branch's first contact for many callers and in identifying the nature and urgency of inquiries by soliciting information from individuals who may range from senior officials to members of the general public and the media. Job also requires judgment and discretion in dealing in a calm and logical manner with individuals who may be upset and determining when circumstances dictate that security should be alerted. Job requires providing general information or referrals in response to inquiries about the Branch or other programs/organizations. Job requires oral communication (in English and French) and interpersonal skills.

Freedom of Action :

Job requires working under the general supervision of the Manager, Corporate Support and within OPS/Branch policies and guidelines for office administration. Job requires making decisions in: determining priorities among multiple demands to meet unit objectives and deadlines; determining best layout or presentation format for correspondence, reports, charts, presentations and overheads; identifying which inquiries to handle personally and when matters should be referred to Manager or other staff members in a sensitive health program environment; resolving routine software difficulties. Manager and staff normally review materials such as letters and presentations for accuracy. Job refers to Manager or appropriate staff member matters not covered by established procedures, e.g. sensitive inquiries, problems with meeting arrangements. Job requires making decisions in: soliciting information to determine the exact nature of inquiries which may concern any area of the Branch or other organizations, taking appropriate action when directing calls and visitors, diffusing situations with disruptive individuals and calling security when needed, ensuring accuracy of oral communication (in English and French). Job refers to Manager or appropriate staff member matters not covered by established procedures, e.g. sensitive inquiries, problems with meeting arrangements.