About the Company
Alberta Health Services (AHS) is the provincial health authority responsible for delivering health services to over 4.4 million Albertans. Our mission is to provide a patient-focused, quality health system that is accessible and sustainable for all. We are dedicated to promoting wellness and providing health services that are integrated, seamless, and high-quality, always putting the patient first. Joining AHS means becoming part of a diverse and inclusive team committed to making a difference in the lives of Albertans every day.
Job Description
We are seeking highly motivated and resilient individuals to join our team as Emergency Call Handlers in St. Albert. This critical role involves receiving and prioritizing emergency calls for ambulance and fire services, providing essential pre-arrival instructions, and dispatching appropriate resources. You will be the first point of contact for individuals in crisis, requiring exceptional communication skills, a calm demeanor under pressure, and the ability to make rapid, accurate decisions. This is a demanding but incredibly rewarding position, playing a vital role in community safety and emergency response. Full training will be provided to ensure you are equipped to handle the unique challenges of this role. Due to the nature of emergency services, this position requires shift work, including nights, weekends, and holidays.
Key Responsibilities
- Receive and accurately process incoming emergency calls (911/emergency lines) for ambulance and fire services.
- Obtain critical information from callers, including location, nature of the emergency, and caller details.
- Prioritize calls based on the severity of the incident and established protocols.
- Provide clear, concise, and empathetic pre-arrival instructions to callers, including CPR, first aid, and safety directives.
- Dispatch appropriate emergency response units (ambulances, fire trucks, paramedics, firefighters) using computer-aided dispatch (CAD) systems.
- Maintain accurate records of all calls, actions taken, and dispatched resources.
- Monitor the status of emergency units and provide updates as necessary.
- Liaise with other emergency services and agencies to ensure coordinated response efforts.
- Remain calm and professional during high-stress situations.
- Adhere to all operational policies, procedures, and ethical guidelines.
Required Skills
- High School Diploma or equivalent.
- Excellent verbal communication and active listening skills.
- Ability to multi-task and manage multiple streams of information simultaneously.
- Strong problem-solving and decision-making abilities under pressure.
- Proficiency in basic computer applications and data entry.
- Exceptional emotional resilience and stress management skills.
- Demonstrated ability to maintain confidentiality and discretion.
Preferred Qualifications
- Previous experience in a call center, customer service, or public safety role.
- Familiarity with medical terminology or emergency service protocols.
- Certification in First Aid and/or CPR.
- Post-secondary education in a related field (e.g., healthcare administration, criminal justice).
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Generous pension plan.
- Paid time off and holiday pay.
- Employee assistance program (EAP).
- Opportunities for professional development and continuing education.
- Life insurance and disability benefits.
- Supportive team environment.
- Access to a range of employee wellness programs.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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