Job ID: 56880

Job Category: Emergency, Fire and Paramedics Services

Division & Section: Toronto Paramedic Services, PS Program Dev & Professional Standards

Work Location: 4330 Dufferin St, Toronto, M3H 5R9

Job Type & Duration: Full-Time, 1 Permanent, 1 Temporary (12 months)

Salary: $103,431.00 - $141,247.00

Shift Information: Monday to Friday, 35 hours per week

Affiliation: Non-Union

Number of Positions Open: 2

Posting Period: 30-Jun-2025 to 14-Jul-2025

Major Responsibilities:

Reporting to the Commander, Professional Standards and as a member of the Management Team of the Toronto Paramedic Services Division, the incumbent will be responsible for supervision of Professional Standards and for providing input into the operations of the out-of-hospital Paramedic Services system in the City of Toronto.

The primary functions associated with the Superintendent, Professional Standards, Toronto Paramedic Services include, but are not limited to, the following core services:

• Conducts investigations into complaints received from members of the public or allied agencies regarding the services provided by Toronto Paramedic Services.
• Conducts investigations into unusual occurrences where conduct or clinical practices may have placed patients or employees at risk, or may risk the interests and reputation of Toronto Paramedic Services and the City of Toronto.
• Reviews and recommends improvements to the quality of service provided by Toronto Paramedic Services to its customers, whether they are individual patients or institutional clients, such as hospitals, nursing homes, or any other members of the public.
• Supports public confidence in Toronto Paramedic Services through responsibility for the agency's continuous compliance with all applicable laws and regulations, and for ensuring its continuing accreditation as a certified municipal paramedic service by the Province of Ontario.
• Analyzes and reviews complaints in cooperation with Toronto Paramedic Services Operations Commanders, Paramedic Services Superintendents and other divisional staff and determines the appropriate action.
• Analyzes divisional documents, interviews complainants, respondents and witnesses. Assembles physical and testamentary evidence. Develops conclusions, findings of fact and makes recommendations.
• Mediates, negotiates and/or conciliates with relevant parties at formal and informal levels in order to resolve complaints, and consults with other city divisions such as Legal Services, Human Resources, unions, etc., as appropriate.
• Provides case management services for high profile cases including evidence development, statement management, court preparation and testimony in support of the City Solicitor. Represents Toronto Paramedic Services and gives evidence at Coroner's Inquests and other court proceedings.
• Makes recommendations regarding the referral of certain complaints to police or other law enforcement agencies where allegations of criminal offence may arise.
• Plans, designs and presents orientation and information sessions to all levels of divisional staff on complaints handling and processing. Provides information to new employees of Toronto Paramedic Services as well as existing staff. Provides information sessions to all paramedics as part of their Continuing Medical Education.
• Reviews existing internal policies and procedures to ensure compliance with Ministry of Health legislation, regulatory standards and certification requirements, as well as industry best practices.
• Conducts periodic compliance audits and makes recommendations for corrective action. Participates in the Ministry of Health certification process.
• Carries out special projects on Paramedic Services-related issues as requested. Conducts research and analyzes data. Prepares written findings including briefing notes, proposals, strategies and recommendations.
• Ensures the confidentiality and safekeeping of all patient, personal and private health information obtained during the performance of Paramedic Services duties, and ensures the release of information is done in accordance with applicable legislation.
• Liaises with operational staff, unions, external clients, the Toronto Base Hospital Program, the Office of the Chief Coroner, Ministry of Health Inspectors and Investigators, Toronto Police Service, Toronto Fire Services, Toronto Public Health, health care institutions, Special Investigations Unit, City of Toronto Legal Services and Risk Management Services.
• Represents the division on internal and external committees and task forces.

Key Qualifications:

• Post-secondary education in a discipline pertinent to the job function, combined with relevant management training experience or equivalent combination of education and experience.

• Considerable experience with developing and implementing principles and practices of high performance paramedic services systems, operations and related issues.

• Considerable experience in the concepts of quality assurance, continuous quality improvement and investigative best practices.

• Considerable experience supervising, coaching and motivating staff in a unionized environment.

• Experience in interpreting and analyzing relevant legislation, including demonstrated application of the Occupational Health and Safety Act, PHIPA, and MFIPPA.

• Qualifications as a Primary or Advanced Care Paramedic or as an Emergency Medical Dispatcher an asset.

• Ability to represent the division professionally with stakeholders such as the Ministry of Health, Fire Services, Office of the Coroner, Police Services, Provincial Court, allied agencies, Corporate Divisions, community groups and other stakeholders.

• Excellent knowledge of ambulance legislation, policies, programs, planning and processes.

• Proficiency in various competencies that include highly developed human relations skills, with the ability to negotiate and develop solid internal and external relationships.

• Strong analytical skills with the ability to work independently on multiple projects utilizing strong time management and organization skills.

• Well-developed oral and written communication skills, as well as conflict resolution and interpersonal skills.

• Sound judgement and ability to handle matters of a confidential/sensitive nature as it relates to Council and other senior staff, as well as handling both employee, labour and public relations.

• Technical knowledge and proficiency in a range of core functions of Toronto Paramedic Services with considerable experience in project management, database management, communications, issue management, research, policy development and development of Paramedic Services benchmarking and best practices.

• Ability to supervise modified duty staff and/or administrative trainees, including monitoring performance.

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.