Duty Officer (Aviation Operations Admin)

Duty Officer (NOC 72601)

About Us: Latitude Air Ambulance takes pride in offering best in class service in the areas of International & Interprovincial Medical Evacuations/Repatriations, COVID 19 Transfers, Critical and Noncritical Repatriations, Neonatal and Pediatric Transfers, Bariatric up to 700lbs, Dual Patient, Case Management and Bed Finding Services, Organ Transfers. Team Latitude endeavours in all areas to provide the highest level of Safety Standards and Risk Assessment within Medical, Flight, and Maintenance Operations. We are proud of our unblemished record with our governing body, Transport Canada. Latitude is also accredited through the European Aero-Medical Institute (EURAMI). Latitude's team of medical professionals includes fully licensed physicians, paramedics, registered nurses, and respiratory therapists. Each medical team is chosen to match the specific needs of each individual patient.

Duty Officer: Your journey begins here!  The Duty Officer is responsible for ensuring all trip details are arranged and in place in time for each flight. In addition to this, they are to have a strong knowledge of the logistics involved in the setup and organization of trips. Some examples of these are aircraft ranges in more than one type of aircraft, aircraft limitations and requirements, time zone changes, crew duty and rest limitations, airport slot procedures, overflight and landing permit procedures, airport curfews, general declarations and other customs documentation, US customs procedures, airports of entry, etc. The duty officer will also be in close contact with other departments to ensure good communication throughout the company. Applicants interested in a long-term opportunity will receive priority over others.

Key Responsibilities:

Retain and provide accurate and timely information to all contacts while on duty. Record important information as necessary:

Record/log information as it is received throughout each shift and save it if necessary.

Coordinate with other departments to provide accurate and timely information throughout the day when requested or if needed.

Monitor and direct the 09:00/15:30 meeting each day.

Record important or new information received on shift in the OCC drive or related program.

Keep other departments and/or department managers updated as trips proceed or when an update is

Send and receive trip updates to the company and clients as a trip is in motion.

Maintain a strong understanding of the logistics involved in the setup and organization of trips: 

Understand and be able to use different programs such as Microsoft word, excel, access, OCC Worldwide, Navpak, and others as necessary.

Keep updated on new laws, policies, and procedures for aviation and specifically medevac flights throughout the world.

Keep updated on new laws, policies and procedures for US and Canadian customs.

Know what is needed in arranging medevac flights within Canada, within the United States and internationally.

Maintain a strong knowledge of the company policies, procedures, and expectations.

Provide pre-flight information concerning current and forecast weather conditions, radio frequencies, terrain, airports, and related data to assist pilots in preparation of flight plans.

Check flight plans for completeness and accuracy.

Monitor progress of flight and communicate as required with aircraft during flight.

Communicate inwardly throughout the company as well as with outside contacts such as clients, customs, handlers, etc.:

Send and receive emails to the company and to outside sources when necessary.

Send and receive calls to the company and to outside sources when necessary.

Maintain confidentiality in all communication with outside sources.

Store/save emails to the proper folders and locations throughout each shift.

Direct calls and emails to the proper department and/or individual within the company when needed.

Alert airport emergency services of aircraft experiencing difficulties and initiate communication searches when aircraft become overdue.

Provide information and assistance to flight crews, medical staff, and each department as necessary:

Send company updates while flights are in motion.

Provide flight crews and medical crews with proper documentation before each flight departs from base. In some cases, documents can be sent via email after they have already departed.

Keep good communication with flight crews and medical crews during each mission by using email, text messaging, calling, Delorme, etc.

Coordinate with flight and/or medical crew members as well as with department heads if issues arise and require higher authorities.

Assist in performing other related duties as required including occasional coverage of Sales activities. 

Other duties as assigned from time to time.

What’s in it for you?

Work for a company that lives it values of operating with Compassion, Integrity & Trust at all times, and incorporates Corporate Social Responsibility and Environmental Sustainability activities into our organizational practices.

We are a Learning Organization offering opportunities for ongoing professional and personal development through our various Learning and Development programs.

Opportunities for career growth within your job scope (lateral/expert growth) or through advancing positions as available (hierarchical/managerial).

Competitive starting salary with performance-based increases.

Quarterly Home Team Bonus Program.

Paid Time Off: 10 Sick/Medical, 10 Bereavement, 5 Personal/Family Responsibility Days (3 paid/2 unpaid) + Vacation as per policy.

Benefits after 3 months including EHC/Dental/Drug Plan/Vision/LTD/Life, etc.

Group RRSP with matching program after 1 year of service.

Employee & Family Assistance Program offering crisis response, short term counselling and lifestyle support services.

Discounted Corporate Phone Plan and Subsidized Device Program with Telus.

Perkopolis Perks Discount Program.

Corporate Gym Memberships with CRUNCH Fitness.

Company Sponsored Social Events: Family Open House Picnic, River Day (Summer BBQ), Holiday Party, Fall Foliage Family Flights, Monthly catered team lunches.

Optional Social Committee Team Building Events through the year.

Workplace Wellness Program.

Employer provided menstrual products.

Employer paid annual allowance for Latitude branded clothing or uniforms (as required for certain roles).

Qualifications – Hard Skills:

Completion of General Aviation Management, Aviation Operations or Business Management diploma or degree from post-secondary institution as well as 1-2 years’ experience in a dispatch role or in related work environments.

International equivalencies and work related experience will be considered. 

Advanced Computer Skills including Microsoft Office (Excel, Outlook, and Word).

Candidate must have G2 or higher license and be able to provide own transportation to and from John C. Munro Hamilton International Airport (bus does not run at all shift times).

Qualifications – Soft Skills:

Exceptional problem solving, analytical and critical thinking skills.

Excellent diligence and records management.

Collaborative with excellent people skills.

Focused on delivering an exceptional client experience.

Good organizational skills.

Remains level-headed and calm in any environment.

Ability to work at a fast pace and under pressure.

Strong prioritization and time management abilities.

Other Essential Requirements:

Ability to work onsite shifts that provide 24/7 coverage. The typical schedule is 4 shifts on, 4 shifts off. This includes two 12-hour day shifts followed by two 12-hour night shifts followed by 4 days off. Rotations will include weekends and holidays.

Don’t meet all the qualifications perfectly but have a passion for what we do and your career field?

Perfect! We “Hire for Attitude and Train for Skill”. If you are interested in joining a fast-growing company and are looking to grow as an individual and as a collaborator, please send us your resume and cover letter outlining why you would be a great fit!

We are a people first organization and do not use AI in the recruitment process. 

If you were referred to this position from a past or existing employee, please be sure to indicate on the application form who encouraged you to apply.

We thank all applicants for applying but only those successful will be contacted for follow up.

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Latitude Air Ambulance is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind-based race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, and conviction for an offence for which a pardon has been granted or in respect of which a record suspension has been ordered. or any other protected characteristic as outlined by the Canada Human Rights Act.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Latitude Air Ambulance makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Latitude Air Ambulance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.