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Emergency Medical Dispatcher

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates National Ambulance UAE Full time

The Ambulance Communications Centre (ACC) /EMD will provide incident Call Taking and Dispatch services, coordinate communication with other emergency services, and perform administrative functions that support operations. They will also have an in-depth knowledge of the Criteria Based Dispatch (CBD) system and Computer-Aided Dispatch (CAD) system and use it for all Call Taking and Dispatch functions.

Roles and Responsibilities:

  • Answer incoming calls correctly, obtaining the required information location and GPS coordinates.
  • Answer Hotline Calls within the set KPI.
  • Follow the CBD process to categorize calls and provide relevant instructions to the caller.
  • Record all appropriate incident information into the CAD as it occurs or as soon as possible after it occurs.
  • Use CAD as the primary method of Call Taking, Dispatching, and recording information.
  • Receive and gather information on police calls received through the integrated CAD system.
  • Pass pertinent information to the relevant area dispatcher and ambulance crews.
  • Arrange backup for National Ambulance staff attending an incident by dispatching requested resources from Civil Defence, Helicopter services, or other agencies.
  • Perform vehicle and journey tracking of all National Ambulance vehicles.
  • Report any serious or untoward incidents to the ACC Team Leader.
  • Regularly carry out radio testing, ensuring all site radios have adequate reception and report non-compliance.
  • Maintain a good relationship with all clients and seek support where necessary.
  • Act as a translator as required.
  • Report incidents/issues that may be of interest to the media to the ACC Team Leader.
  • Utilize telecommunications and IT equipment to maximum effect and report all defects or malfunctions immediately.
  • Ensure confidentiality is maintained at all times.
  • Complete reports for the reporting of performance, issues, and clinical information.
  • Ensure working conditions are maintained at agreed levels regarding staff conduct, noise, environment, and and housekeeping policy.
  • Provide administrative support to the Team Leader.
  • Ensure adequate ambulance coverage of Northern Emirates Standby locations based on station priority.
  • Remain available to receive calls at all times unless directed by the Team Leader/Shift Leader.
  • Provide 24/7 coverage 365 days a year by working on a shift basis.
  • Perform any additional miscellaneous duties assigned by the ACC Supervisor.

Qualifications and Requirements:

  • Diploma or equivalent in related field, preferably in the medical sector.
  • Minimum 1 year of experience in healthcare communication, emergency dispatch, or relevant field (call center, customer service etc.)
  • First Aid Certificate Holder.
  • English: verbal proficiency, reading, and writing.
  • Arabic, Urdu/Hindi, or Tagalog: verbal proficiency, reading, and writing.
  • Intermediate computer skills with competency in word processing, email, and typing.
  • Ability to input data while handling an incoming call.

Key Competencies:

  • Ability to adapt and perform duties in a multicultural society.
  • Demonstrate good communication and interpersonal skills, professional in interaction with staff, colleagues, and the public.
  • Ability to communicate via telephone and radio equipment.
  • Ability to interpret written, oral, and diagnostic form instructions.
  • Ability to communicate and interact with all members of National Ambulance staff, patients, family members, and the public in a professional manner.
  • Demonstrate sound critical thinking and decision-making in stressful situations.
  • Ability to function efficiently throughout a 12-hour working shift.
  • Ability to work shift work, including day and night shifts, weekends, and public holidays.

Desirable Qualifications and Requirements:

  • Bachelors Degree in relevant field is desirable.
  • EMD, BLS, ACLS certification is a plus.
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