Reporting to the Director / Deputy Chief, Central Ambulance Communications Centre, the Commander, Systems Performance will provide leadership and strategic advice to Toronto Paramedic Services’ senior leadership team regarding key performance indicators and system design to adapt to the ever-changing demands of the healthcare system. Through the management and coordination of a variety of information systems and assigned staff, this position will report and provide advice on system performance, budgetary and operational impacts, system analysis, performance reporting, and business planning.
Major Responsibilities:
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- Provides input and coordination on behalf of the Division to the Ministry of Health with respect to strategic planning, business planning, best practices, performance measures, process design and alternative paramedic service delivery models
- Liaises on behalf of the Division's senior leadership team with the Ministry of Health, Provincial CACCs, allied agencies, hospitals and other emergency service stakeholders, on issues affecting the seamless delivery of paramedic care
- Conducts research and monitors developments within paramedicine and related fields recommending change or enhancement of existing policy or practice to optimize service delivery to customers taking into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government
- Manages assigned staff, including the scheduling, assigning and reviewing of work. Authorizes and controls vacation and overtime requests. Monitors and evaluates staff performance
- Manages labour relations matters and takes disciplinary action when required. Conducts interviews, performance reviews, and attendance management
- Demonstrates management competencies in relation to the Occupational Health and Safety Act and carries out the Health and Safety policies of the City of Toronto
- Provides input into development of appropriate areas of the divisional budget. Ensures that unit expenditures are maintained within approved budget limitations
- Manages assigned projects, ensuring effective teamwork and communications, high standards of work quality and organizational performance and continuous learning
- When required, manages system contractors who provide products to Toronto Paramedic Services
- Conducts sound analysis of operational models and practices to support improvement in service delivery. Provides analysis to highlight areas that need to be more fully integrated from a system development perspective
- Participates in the design and development of new programs by providing quality assurance measures and performance benchmarks to indicate the effectiveness of different models
- Prepares and delivers a variety of presentations on behalf of senior staff on system performance to Provincial and Municipal officials, allied agencies and other related stakeholders
Key Qualifications
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- Post-Secondary degree in a discipline pertinent to the job function or an equivalent combination of education and experience.
- Considerable experience in strategic planning, performance management, business planning organizational and service improvement.
- Considerable experience developing, implementing, and evaluating performance measurement frameworks, quality assurance programs, Key performance indicators (KPI’s), and continuous improvement initiatives to support organizational effectiveness and service excellence.
- Considerable Experience preparing budgets, reports, and presentations for senior leadership using Microsoft Office applications.
- Considerable experience supervising staff, including coaching, mentoring, and performance management. Experience supervising unionized staff would be considered an asset.
- Considerable experience analyzing operational, service delivery, and performance data to evaluate program outcomes, identify trends and recommend quality improvement opportunities.
- Experience working with Council, elected officials, or other governing bodies is considered an asset.
- Experience in paramedic services, healthcare, emergency services, or a related field is considered an asset.
- Demonstrated ability to provide strategic advice and leadership in a politically sensitive environment, exercising sound judgment and political acumen to balance competing interests, address emerging issues, and support organizational goals, and public safety.
- Ability to manage projects and lead cross-functional initiatives, including developing work plans, managing resources, monitoring outcomes, and ensuring effective stakeholder engagement.
- Ability to collect, research, analyze, interpret, summarize and present data and information in reports, briefings and presentations for a variety of audiences.
- Understanding of and ability to learn various business intelligence software applications and other database applications to support quality assurance and improvement programs.
- Ability to analyze systems and program functionality, identify potential outcomes, cost benefits and risk and develop recommendations.
- Highly developed interpersonal, communication, negotiation, and conflict resolution skills, with the ability to influence, collaborate and build trust across all levels of the organization. Ability to communicate effectively, both orally and in writing.
- Sound judgement and ability in handling labour and public relations.
- Familiar with paramedic service operations and related issues, and ability to communicate and represent your organization professionally with major stakeholders, such as, the Ministry of Health, Fire Services, allied agencies, corporate departments, community groups, etc.
- Familiarity with government legislation in the area of Occupational Health and Safety.
- Knowledge of applicable legislation, regulations, standards, and best practices governing paramedic services and emergency medical care.
- Ability to build, maintain and strengthen partnerships with government ministries, healthcare partners, emergency service agencies, contractors, and other stakeholders.
- Willingness and ability to work outside of business hours in critical circumstances.
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.
