Kelly Clarke
Barrie,ON
Summary
Talented Superintendent offering 17 years of Emergency Services experience and dedication to enhance employee satisfaction and business success. Diplomatic and friendly with strong dedication to employee training and satisfaction. Hardworking team player bringing necessary experience and knowledge to tackle any operations demand.
Overview
17
17
years of professional experience
Work History
System Control Operations Support Superintendent
Toronto Paramedic Services
11.2023 - Current
- Established successful procedures for day-to-day operations and long-term performance planning.
- Directed work, training, coaching, discipline and performance evaluation of emergency dispatch team of Superintendents.
- Management of Communication Centre schedule assignments for 130 personnel along with vacation and all scheduling requests.
- Self-motivated, with a strong sense of personal responsibility.
- Acts as CACC Commander, as required
Acting Deputy Commander
Toronto Paramedic Services
03.2022 - Current
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
Superintendent
City of Toronto / Toronto Paramedic Services
06.2017 - Current
- Actively manage Labour Relations issues as they arise; including investigations, interviews, remediation and training
- Works closely with Union representatives
- Developed and implemented the new telephony and radio systems in the Communications Centre
- Responsible for the education of 130 dispatchers
- Managed the development and implementation of new Computer Aided Dispatch software for the communication centre
- Responsible for all hiring in 2017-Present
- Oversaw and optimized work of 5 Superintendents performing high-quality education and performance improvement work.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Enhanced training programs to strengthen employee knowledge and promote new managers from within.
Communications Centre Inspector
Ministry of Health and Long Term Care
01.2011 - Current
- Member in good standing with the Provincial CACC Audit Review Team
- Traveled around the province to various ambulance communication centres to ensure that compliance to all guidelines and protocols set forth by the MOHLTC
Acting Superintendent/Supervisor
City of Toronto / Toronto Paramedic Services
01.2014 - 06.2017
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
- Revitalized both call taking and dispatch education programs and procedures to successfully control turnover and waste, enhance output and boost overall quality
- Enhanced training programs to strengthen employee knowledge and promote new managers from within
Communications Training Officer
City of Toronto / Toronto Paramedic Services
01.2012 - 06.2017
- Delivered new employee onboarding and training sessions via CAD and MPDS/ProQA Software
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Reviewed and edited all training materials for accuracy and company policy compliance
- Delivered wide variety of courses focused on call taking, dispatching and customer service topics to enhance communication, team cohesion and group performance
Instructor
Humber Institute of Advanced Technology and Learning
01.2011 - 01.2018
- Recruited as Faculty for fall 2011, teaching Emergency Telecommunications Program
- Initiated new learning methods, promoting total student comprehension while curbing learning time
- Implemented and optimized new curriculum and day-to-day instruction to align educational strategies with industry best practices
- Evaluated and revised lesson plans and course content to facilitate and moderate classroom discussions and student-centered learning.
Senior Emergency Medical Dispatcher
City of Toronto / Toronto Paramedic Services
02.2011 - 06.2017
- Used coordination and planning skills to achieve results according to schedule
- Worked closely with dispatchers to maintain optimum levels of communication to effectively and efficiently complete projects.
- Increased customer satisfaction by resolving call receiving/dispatch issues.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Handled day-to-day running of ambulance dispatching, ensuring high levels of productivity and progression.
Advanced Emergency Medical Dispatcher
City of Toronto / Toronto Paramedic Services
09.2006 - 06.2017
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Maintained energy and enthusiasm in fast-paced environment.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Maintained excellent attendance record, consistently arriving to work on time.
Education
MBA - Sustainability Studies
San Francisco Institute of Architecture
Ruston, LA2024
Bachelor of Arts - Psychology with a focus on Biomedical Biology
Laurentian University
Sudbury, ON05.2017
IMS Certifications - Disaster And Emergency Management
Emergency Management Ontario
Toronto, ON2016
Certificate - Emergency Telecommunications
Humber Institute of Technology And Advanced Learning
Toronto, ON05.2006
Skills
- Labour Relations
- Database
- Hiring
- IMS
- Policies
- Quality Improvement
- Telecommunications
- Training programs
- Customer Service
- Project Management
- First Aid/CPR-C
Accomplishments
- Received the Major-General Richard Rohmer Commendation from the Ontario Association of Paramedic Chiefs for my work with Canada's veterans during the 70th anniversary of D-Day in France
- Received the Leadership Excellence Award from the City of Toronto
Timeline
System Control Operations Support Superintendent
Toronto Paramedic Services
11.2023 - Current
Acting Deputy Commander
Toronto Paramedic Services
03.2022 - Current
Superintendent
City of Toronto / Toronto Paramedic Services
06.2017 - Current
Acting Superintendent/Supervisor
City of Toronto / Toronto Paramedic Services
01.2014 - 06.2017
Communications Training Officer
City of Toronto / Toronto Paramedic Services
01.2012 - 06.2017
Senior Emergency Medical Dispatcher
City of Toronto / Toronto Paramedic Services
02.2011 - 06.2017
Communications Centre Inspector
Ministry of Health and Long Term Care
01.2011 - Current
Instructor
Humber Institute of Advanced Technology and Learning
01.2011 - 01.2018
Advanced Emergency Medical Dispatcher
City of Toronto / Toronto Paramedic Services
09.2006 - 06.2017
MBA - Sustainability Studies
San Francisco Institute of Architecture
Bachelor of Arts - Psychology with a focus on Biomedical Biology
Laurentian University
IMS Certifications - Disaster And Emergency Management
Emergency Management Ontario
Certificate - Emergency Telecommunications
Humber Institute of Technology And Advanced Learning
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