Manager, Emergency Dispatch System Integration and Transformation 

BC Emergency Health Services

Vancouver, BC 

Regular, Full Time, Permanent, Non-unionized

 

Internal Applicants: You MUST include your resume and cover letter in the system to complete your application. Please COPY and PASTE your most CURRENT resume and cover letter into the applicable text boxes provided as per the instructions in this Getting Started Guide.

 

BC Emergency Health Services (BCEHS) is hiring a Manager, Emergency Dispatch System Integration and Transformation.

 

Role Summary

 

In alignment with the Mission, Vision, Values, and strategic direction of BCEHS, safety—for both patients and employees—is a shared responsibility across all PHSA agencies, divisions, and services. A commitment to continuous improvement in quality and safety is embedded in every aspect of this role.

 

The Manager, Emergency Dispatch Solutions provides provincial guidance for Next Generation 911 (NG911) implementation, Computer Aided Dispatch (CAD) administration (non-IMIT), and the end-to-end transformation of dispatch systems and processes. Reporting to the Director, Emergency Dispatch, this role leads cross-functional project teams, manages assigned cost centres and personnel, and ensures integrated, reliable, and efficient dispatch operations across CAD, telephony, Clinical CRM, and related platforms. The Manager builds strong partnerships with internal partners, IMIT, health authorities, ministries, E-Comm, and external vendors to deliver safe, high-quality, and resilient emergency communications services. 

 

 

What you’ll do

• Guide day-to-day operations of the NG911 implementation program by establishing priorities, assessing and monitoring requirements; 

• In collaboration with the NG911 implementation team, determines priorities and operational impact of the implementation of NG911; 

• Provides regular reports to the BCEHS NG911 Project Functional Change Control Board; 

• Represent the NG911 implementation program and participate as a member of various committees as assigned; 

• Ensures a successful NG911 transition through alignment between the E-Comm program resources and BCEHS internal project team resources; 

• Maintain operational oversight and administration of CAD, phone systems, CRM, CAD databases, libraries, DOMs, Promapp, and BCP systems; ensure reliability and continuity. 

• Lead and facilitate communications management; 

• Develop policies and standard operating procedures; 

• Lead and implement NG911 proof of concept and soft phone transition; 

• Configure and maintain CAD (e.g., flags, unit types, maps, medical forms, library updates, care plans, deployment plans). 

• Facilitate emergency dispatch systems & transformation; Identify gaps, streamline workflows, and integrate activities to improve end-to-end dispatch efficiency. 

• Represent BCEHS in working groups including E-omm User Committee, Radio, ABC911, BCP Systems, Sierra CTC, and TIF. 

• Work with partner organizations, agencies, and associations to ensure safe and efficient operations; 

• Monitor quality outcomes and assist in the development of key performance and quality indicators, evidence-based outcome indicators, and accreditation and audit activities in conjunction with the Medical Director Dispatch, and the Senior Provincial Executive Director. 

 

Qualifications

• Emergency Number Professional (ENP), APCO leadership, or Communication Center Manager (CCM) designation an asset.  
• Emergency Dispatch QA (ED-Q) certification or equivalent experience in a QA roles.  
• 5 years of progressive experience leading operational and technology‑enabled projects, driving change initiatives, and applying interdisciplinary approaches in prehospital emergency health care or the public sector. 5+ years as a project manager or coordinator, with demonstrated leadership in education and computer‑based program development.

 

Competencies and Expectations (Skills and Knowledge)

 

• Hands-on experience working in a Dispatch Operations Centre 
• Advanced skills in CAD configuration and administration; expert knowledge of NG911 and Genesys. 
• Proven ability to lead cross-functional teams, promote collaboration, and drive outcomes in complex environments. 
• Expert-level computer literacy with word processing, spreadsheet, database tools and operational systems and tools (e.g., telephony, CRM, databases, DOMs, Promapp, BCP). 
• Demonstrable experience in leading process improvement, change management, vendor and partnership engagement, and policy/SOP development programs and initiatives. 
• Analytical and problem-solving capability with experience in KPI development, data analysis, dashboards, and performance reporting. 
• Strong aptitude and proven experience of learning and supporting new technologies. 
• Advanced communication skills—written, verbal, and presentation—with the ability to convey technical concepts to diverse audiences.

 

Commitment to Indigenous Cultural Safety Education

While BCEHS recognizes that a foundation in Indigenous Cultural Safety (ICS) is a valuable asset, our commitment to enhancing ICS across the organization includes providing all employees with access to comprehensive training and resources. This is delivered in partnership with:

• San'yas Core Health Indigenous Cultural Safety Training
• Anti-Indigenous Racism Response Training

These programs support our goal of fostering a culturally safe and inclusive environment for Indigenous patients, families, and communities. All employees are encouraged to engage in ongoing learning to deepen their understanding and contribute meaningfully to reconciliation and anti-racism efforts within the healthcare system.

 

Commitment to Indigenous Cultural Safety and Reconciliation

The successful candidate demonstrates a deep understanding of the colonial impacts on Indigenous Peoples within social and health contexts, supported by significant knowledge of Canadian and Indigenous ideologies. This includes a strong foundation in Indigenous Cultural Safety, cultural humility, and the recognition and active opposition to Indigenous-specific racism and systemic inequities.

They are committed to ongoing learning and application of key frameworks and reports, including:

• The Truth and Reconciliation Commission’s 94 Calls to Action (2015)
• The In Plain Sight Report (2020)
• BC’s Declaration on the Rights of Indigenous Peoples Act (2019)
• Reclaiming Power and Place: The Final Report of the National Inquiry into Missing and Murdered Indigenous Women and Girls

This leader actively supports team members in their learning journey, ensuring the development and implementation of education strategies that embed Indigenous Cultural Safety (ICS) into daily practice. They work collaboratively with Indigenous teams and departments to apply an ICS lens holistically across operations and decision-making.

 

A demonstrated commitment to meaningful and lasting reconciliation is essential, along with a comprehensive understanding of the social, economic, political, and historical realities impacting Indigenous communities. Familiarity with anti-racism principles and related reports is required to support inclusive, equitable, and culturally safe health service delivery.

 

Core Competencies

• Demonstrates Character: Models personal and organizational values, and communicates in an honest and transparent manner.
• Assesses & Evaluates: Measures and evaluates outcomes. Holds self and others accountable for results, and course corrects as appropriate.
• Communicates Effectively: Adjusts style based on audiences and situations, using respectful and open communication.
• Demonstrates Critical Thinking: Using a process-focused approach, identifies root causes rather than focusing on the symptoms.
• Self-Awareness: Understands the impact your attributes and emotions have on performance of self, others, and organization
• Builds Teams: Fosters environment of cooperation, support and knowledge sharing

 

What we do

 

BC Emergency Health Services (BCEHS) provides provincial emergency medical care and patient transfer services, as a part of the Provincial Health Services Authority (PHSA). BCEHS brings compassionate, equitable, and professional emergency care, interfacility transfers, and community health-care services to people in communities across British Columbia. 

 

BCEHS is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments’ unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey—one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.

 

What we bring

 

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness and development programs to support you – at work and at home.

• Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

 

Job Type: Regular, Full Time, Permanent, Non-unionized

Typical Hiring Range: $108,147 - $135,184

The starting salary for this position would be determined with consideration of the successful candidate’s relevant education and experience and would be in alignment with the provincial compensation reference plan.

Location: Vancouver, BC (VDOC)

Closing date: April 16, 2026
Requisition #194409

Contact: nuta@bcehs.ca (Only applications submitted online through this posting will be considered. Please do not send resumes to this email address, as email applications will not be reviewed.)