Call Taker Opportunities
Recruitment is now closed. Thank you to all applicants. To view a sample job call, please go to Sample Job Posting.
Toronto Paramedic Services is the sole provider of emergency ambulance response within the City of Toronto. A critical component of our mandate is to maintain and operate a thoroughly integrated Central Ambulance Communications Centre (CACC). This facility, fully equipped with high-end, groundbreaking telecommunications technology, ensures that the public gains immediate access to Toronto’s emergency medical resources.
The smooth and efficient operation of the CACC is entirely dependent on the dedication, expertise and professionalism of the dispatch staff.
Is the Position of Call Taker Right for You?
If you are considering a career in this field, the following will give you an overview of our selection process, training programs and additional information which should help you determine if the position of call taker is right for you.
To help determine whether a career in call taking is for you, we have included a self-assessment survey.
Factors to Consider:
- Being a call taker means participating in a busy, active, constantly challenging work environment.
- This career requires shift work: 12 hour shifts, days, evenings, nights, and holidays.
- Mastering state-of-the-art communications technology.
Intake Selection Process
The goal of this process is to identify candidates who possess the core competencies and fundamental skills necessary to become an effective call taker. There are a number of stages involved in the process. (Please note that a candidate must be successful at each stage in order to move on to the next.)
Candidates will be required to provide the following documentation upon request. If these documents are not provided, candidates will not be considered further in the hiring process.
- Current and valid certification in CPR (minimum level C) and Standard First Aid Certification. Approved providers are listed on the WSIB Ontario website.
- Education – Grade 12 or an approved equivalent in accordance with the Ontario Ministry of Education. Applicants requiring a certified copy of their Secondary School Transcripts or education equivalency documentation can contact the appropriate office(s) listed at Educational Requirements.
For a list of all Prerequisites, please go to view the job posting, listed at
All additional educational documents listed in the resume and/or application, may be requested.
Stage 1: Resumé / Application Review
Resumés are thoroughly reviewed relative to the qualifications and requirements found in the job description. Resumés must be submitted online via this link. Applicants whose resumés have been accepted from this review may be invited to proceed to the next stage.
Stage 2: Written Exam
- This exam is based on all sections of the recruitment package and has a heavy emphasis on Toronto geography.
- Please download the recruitment package for all necessary study information/documents. One of the expectations for the written exam is knowledge of major streets within City of Toronto boundaries.
Stage 3: CritiCall Exam
- Candidates invited to participate in Stage 3 will take the CritiCall exam. This is a computer-based test which will evaluate the applicant’s call taking skills, facility with computer-related multitasking, keyboarding/data entry skills, and knowledge of medical terminology.
- Standards for success are:
- Typing skills: 40 words per minute (wpm) at 90% accuracy or higher
- Overall score: 70% or higher
Stage 4: In-Person Interview
The candidates who pass the written and CritiCall exam will be invited for an interview. This is the first stage in the process where a candidate meets in person with Toronto Paramedic Services employees. This is your opportunity to demonstrate to us in person why you should be employed by Toronto Paramedic Services as a call taker.
You will be asked to supply a minimum of three (3) work-related references from previous employers including your current or most recent supervisor or manager.
The interviews will be conducted in Multiple Mini Interview (MMI) format and will take approximately 1 hour to complete.
This interview method provides an opportunity for applicants to apply general knowledge and personal experiences to issues relevant to the society in which they live and the health care systems in which they hope to work.
The MMI gives the candidates a fresh chance to impress with every station. The MMI provides flexibility in questions not available in traditional interviews.
Research has shown that it is fairer for the candidates.
An issue or question will be posted on the station door which you are to discuss with the interviewer. Interviewers have been provided with background information on each station. They will engage with you in discussion. They may or may not ask questions specific to the issue. For more information on the MMI format go to:
Master the Multiple Mini Interview
and McMaster University’s site.
Stage 5: Reference Check/Offer of Employment
Successful candidates will receive a letter of Conditional Offer of Employment from Toronto Paramedic Services. Candidates will be required to complete and pass a three day MPDS (Medical Priority Dispatch System) course at their own cost. This will be offered on site. Successful candidates will have three (3) days to respond – either accepting or rejecting the offer. Those who accept the offer will enter the final Stage 6 – Call Taker Training.
Stage 6: The Call Taker Training Program
This rigorous internal City of Toronto training program happens after you have been hired. It is taught by Toronto Paramedic Services instructors at Toronto Emergency Services Headquarters.
The focus of this training is the critical protocols, procedures and systems essential for the processing of requests for 911 emergency ambulance services.
The Call Taker Training Program combines a comprehensive in-class component with concurrent practical call-processing activities as well as an online modular component. Throughout the program, the recruit’s development is supported with continuous feedback and one-on-one coaching to ensure a steady progression of skills. At the conclusion of the Call Taker Training Program, the new recruit must demonstrate competency in 911 call handling and documentation.
A process of continual performance review and feedback is provided during the entire call taker training experience to ensure that the recruit is compliant and competent with all fundamental Standard Operating Procedures.
Upon successful completion of the Call Taker Training Program, the recruit is assigned to one of the dispatch shifts where they develop and enhance their newly acquired skills with the support of experienced peers and supervisory staff. Call takers work on 12-hour rotating shifts which include days, evenings, nights and holidays.
Toronto Paramedic Services Communications Centre Recruitment Preparation Package
We recommended that you prepare yourself for the selection process with Toronto Paramedic Services Communications Centre Recruitment Preparation Package