Major Responsibilities:

• Manages the investigation of all public complaints and major complaints, including the investigation of circumstances, customer contact and satisfaction, evidence development, and court/inquest services. Where necessary, directly conducts investigations such as high-risk or high-profile matters. Involves other operational areas of the Division in investigations as appropriate.
• Plans and manages all patient records services, including records retention and retrieval, and management of legally mandated releases of information such as through Freedom of Information Requests, Coroner’s orders and subpoenas and assumes responsibilities as the Access Liaison Officer for the Division to coordinate Freedom of Information requests with Corporate Information Management Services.
• Assumes responsibility for Divisional Information Management to align Paramedic Services’ information policies and practices with the City’s expectations and coordinates the annual Information Management Plan and addresses internal information management needs. Works with Divisional Staff to identify and prepare data for release through the City’s Open Government website ensuring appropriate authorizations have been secured.
• Assumes prime responsibility for maintaining Toronto Paramedic Services’ accreditation with the Ministry of Health and Long-Term Care (MOHLTC). The Commander is responsible for interpreting the legislative requirements, developing strategies for maintenance of certification and team leading Toronto Paramedic Services’ compliance process during the MOHLTC reviews. Continuously develops the compliance process to meet constantly evolving accreditation criteria. Responsible for evaluating continuous compliance and reporting deficiencies and weaknesses to the Management Team prior to the formal MOHLTC review process.
• Identifies trends in quality issues within Toronto Paramedic Services’ and develops targeted quality improvement programs to respond to these needs.
• •Designs, develops, and implements quality management programs for Toronto Paramedic Services in cooperation with internal and external stakeholders and the Toronto Paramedic Services’ documentation Quality Assurance Program.
• Manages long-term and incident-related divisional and corporate liability risks in cooperation with City Legal and other stakeholders.
• Participates in the development of both short and long-term operational plans for the Unit, revising the Unit’s operational strategies to meet the changing needs of Toronto Paramedic Services.
• Develops annual Professional Standards’ budget for submission to the Deputy Chief, Program Development and Service Quality. Monitors and approves expenditures to keep within the established budget in all regards.
• Develops and implements performance requirements for all management staff within the Unit in keeping with the strategic objectives of the Division.
• Maintains an extensive knowledge of technical information including applicable legislation, safety standards and procedures, regulations; techniques, current medical and emergency response procedures, including ambulance equipment specifications; medical standards and requirements; financial systems and processes.
• Maintains cooperative linkages with and representation to members of the media, Ministry of Health, the Coroner, Police, the Special Investigations Unit, the Office of the Independent Police Review Director, the Base Hospital, Provincial Court, local agencies, and community groups, etc., to address and respond to Toronto Paramedic Services issues, concerns and requirements.
• Manages the day-to-day operation of all assigned staff, including the scheduling, assigning, and reviewing of work. Authorizes and controls vacation and overtime requests. Monitors and evaluates staff performance and approves salary increments. Handles day- to-day labour relations matters including the hearing of grievances and the imposition of discipline as required.
• Motivates and trains the Unit’s staff in best practice techniques and procedures, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Helps ensure excellent customer service by reviewing and amending, if applicable, divisional and City customer service procedures and initiatives. Evaluates community satisfaction with divisional service via on-line information surveys. Complies with divisional and City complaint-reporting requirements.
• Facilitates the exchange of applicable records, regarding quality assurance and research projects, with the Sunnybrook Centre for Prehospital Medicine.

Key Qualifications:

1. Knowledge and understanding of the principles and practices of high-performance Paramedic systems and Dispatch operations.
2. Thorough understanding of ambulance service operations and related issues and have demonstrated the ability to communicate and represent the division professionally with the Ministry of Health, Base Hospital, Fire Services, the Coroner, Police, Provincial Court, Allied Agencies, Corporate Divisions, community groups and other stakeholders.
3. Considerable management experience in a large health care or public safety organization, including the management of staff, providing input into, or preparing budgets, presentations and report writing, and project management.
4. Experience operating as a fully accountable program leader and as a member of the management team.
5. Excellent knowledge of ambulance and related legislation, industry best practices, policies, programs, planning and processes.
6. Considerable experience in handling sensitive public, media and/or labour relations matters.
7. You are an effective decision maker with a track record demonstrating results-oriented leadership, the ability to promote and foster teamwork, and to establish and operate in an environment which provides the capacity for excellence.
8. Proficient in various competencies that include highly developed human relations skills, with the ability to communicate, negotiate and develop solid internal and external relationships, and strong analytical and conflict resolution skills.
9.  Familiarity with relevant employment legislation, including Occupational Health & Safety legislation.
10. Preference may be given to applicants who, as well as the above, also have experience in a paramedic and/or dispatch organization.

A Qualified List of candidates will be established for the Commander Professional Standards position in the Toronto Paramedic Services Division and will be in effect for 12 months from the date the list is created. Qualified candidates on the list may be considered when filling future permanent and/or temporary vacancies in this position.

Notes:

• Applicants are required to demonstrate in their resume that their qualifications match those specified in the job posting.
• If selected for a temporary position, employee’s placement is conditional on the approval of his/her executive director/general manager or designate.
• Temporary and fixed-term part-time non-union employees will be reassigned to this position.
• In accordance with the City’s Acting Assignment policy, if the posted non-union temporary position becomes permanent, it may not be reposted.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.