Response Centre Coordinator

About the role

Position Type: Full Time 
Shift Structure: Monday to Friday 08:00-16:00, in person
Location: Leduc, AB 

The Canada Response Centre Coordinator is a dynamic and mission-critical role within the International SOS Canada Response Centre (CRC).  

This position supports the NP and Medical Director in coordinating emergency medical and operational responses across Canada. The Coordinator is the first point of contact for emergency requests and is responsible for initial case creation, triage, and linkage to appropriate consultants and emergency response partners including public EMS, fire, and police agencies.  

The role demands expert communication, calm under pressure, and rapid decision-making in high-stakes situations. It is ideal for experienced emergency services professionals who are problem solvers and thrive in high-impact environments. 

Key responsibilities

Call & Escalation Management 

• Serve as the first point of contact for emergency requests and initiate case creation. 
• Activate and support medical transport plans for remote and industrial sites. 
• Coordinate evacuations, natural disaster responses, and critical incident management. 
• Maintain situational awareness and provide real-time updates to stakeholders. 
• Operate telephone and digital dispatch systems to manage emergency calls. 
• Prioritize and triage incoming requests for assistance with speed and accuracy. 
• Remain calm and composed under pressure while managing multiple concurrent calls. 
• Ensure accurate and timely documentation of all communications and actions. 
• Liaise with fire, EMS, police, and other public safety agencies as needed. 

Systems, Technology & Training 

• Utilize and troubleshoot IT systems, dispatch software, and VOIP communications. 
• Maintain readiness of CRC systems and contribute to continuous improvement. 
• Develop guidelines for use of systems and technology and train clinicians on their use. 
• Conduct regular tests of systems and work with IT / Providers to solve any issues. 
• Participate in onboarding and training of CRC staff. 
• Support audits and contribute to SOP development. 

Team Coordination & Administrative Support 

• Support the Operations Director by acting as the focal point for CRC team roster, updating schedule and availability of NP as well as Medical Director / Topside Physicians. . 
• Support Operations leads with updating of Medical Transportation Plans & STARS protocols as applicable.  
• Manage communication lists 
• Assist in emergency drills and simulations. 
• Coordinate intro to the CRC induction sessions for site medical personnel. 

Other 

• Ensure compliance with data protection regulations and internal standards. 
• Attend team meetings and contribute to planning and development. 
• Other duties as required 

About you

Required Skills and Knowledge  

• Strong multitasking and decision-making skills under pressure. 
• Excellent verbal and written communication skills. 
• Ability to remain calm, focused, and professional in high-stress situations. 
• Proficiency in Microsoft Office, dispatch software, and radio systems. 
• Deep knowledge of emergency response systems and public safety protocols. 
• Strong understanding of privacy and confidentiality procedures. 
• Ability to interpret and apply emergency protocols and triage procedures. 
• Familiarity with CAD (Computer-Aided Dispatch) systems and GIS mapping tools.  
• Typing speed of 35+ WPM and proficiency in multi-screen environments. 
• Familiarity with emergency response planning in fire/EMS or police services. 
• Ability to maintain strict confidentiality and adhere to privacy protocols in all communications and documentation. 
• Experience working with multidisciplinary teams including medical and operational staff. 

Required Qualifications  

• Formal training in Emergency Response Communications, MPDS, and or dispatch (EMD/EFD/EPD) qualifications. 
• Advanced First Aid or other healthcare/medical training (asset but not required). 

Required Work Experience  

• Minimum 3 years of experience in emergency services or 911 dispatch. 

Required Languages  

• Fluency in English required 
• Billingual capability in French or other languages advantageous 

Benefits

Position is overtime and benefits eligible.