When you initially dial 911 a Police Communications Operator will answer the phone and ask which emergency service is required. If you need an Ambulance, you will be forwarded to a Toronto EMS Call Receiver.

Call Receiver:
The call receivers responsibilities include: obtaining the address or location of the emergency, the telephone number of the caller, the nature of the problem and assigning the dispatch priority. Everyone who works in the Control Centre is first trained as a Call Receiver.

To learn what happens when you dial 911, click here.

Toronto EMS provides in-house, intensive training for our Call Receivers. Each person has undergone 6 weeks of training to learn the call taking sequence, medical terminology and pre-hospital medical care. They also have intense practice scenarios and real time call evaluations with a training supervisor.

Emergency Medical Dispatcher:
Emergency call information is electronically forwarded by the Call Receiver to the Emergency Medical Dispatcher (EMD). The EMD will locate the call, select the closest most appropriate unit, and assign to the call to that unit.

Dispatchers are also responsible for maintaining emergency coverage throughout their area, and the areas surrounding. They monitor and facilitate paramedic shifts, handle inquiries and coordinate efforts with allied agencies. In addition, the EMD. s dispatch non-emergency requests for service when the call volume allows.

EMD training includes both in-class training and live dispatching with a Certified Training Officer - an experienced dispatcher. The student learns to dispatch using the VisiCAD computer system, radio use and etiquette, placement of Emergency Coverage and geographical education.

Hospital Destination Coordinator:
When the paramedics reach the patient and determine the severity of the condition or type of injury they then contact the Hospital Destination Coordinator. The Hospital Destination Coordinator is responsible for matching the patient's needs to the appropriate care facility. Hospital Destination Coordinator is also responsible for balancing the availability of resources in our GTA hospitals.

Hospital Clearing Coordinator:
The Hospital Clearing Coordinator is charged with maintaining an accurate status report for every ambulance in hospital, providing crews with additional information, mediating equipment needs/problems, documenting necessary patient information, relaying information to Paramedic Supervisors and ultimately, returning the ambulance to the fleet so they are again available to service emergency calls.

One Desk:
Supervision of the Control Centre occurs at what is called One Desk. Every activity that happens in the Control Centre is monitored and maintained at these positions. The roles located here are the Duty Officer, the System Control Supervisor and the Senior Dispatchers. Every facet of the Control Centre and of Operations is monitored using GPS and CAD technology which relays information about performance, resource management and delay problems in hospitals.

For information on employment opportunities for EMDs within Toronto Emergency Medical Services, click here.