Job summary
Emergency Operations Centre (EOC) Dispatchers are an important part of the ambulance service control team within the control environment.
An exciting opportunity has arisen for staff who want to develop into a Dispatcher role at Millennium Point EOC. The development programme will provide successful applicants with an insight into the role and responsibilities of a Dispatcher in preparation for live vacancies.
To embrace this opportunity individuals are requested to submit an application highlighting their strengths, attributes and suitability for the role.
The development will require commitment for shifts and flexibility regarding shift patterns.
Interested applicants will be required to attend a Development Dispatch Awareness day on Tuesday 31st March at Millennium Point
In order to be eligible to apply, applicants must....
- not be on shift
- have completed a 6 month probationary review
- be meeting call standards
- not be on a tier
Attendance to the Development Dispatch Awareness day is mandatory, therefore, if you are applying, please ensure you are available to attend on the planned date as no alternatives will be available.
Please note, artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting ideas and experiences of others or generated by AI as your own)
Main duties of the job
Please note, you will remain on your current salary / banding during this development opportunity if successful.
Once a vacancy becomes available, you will be required to apply via the normal route and submit an application form / undertake an interview before any formal offers are made.
West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed.
We are committed to diversity and inclusivity at all levels. We are proud to have maintained Disability Confident Leader status and as part of our commitments to this we guarantee to invite all applicants who meet the essential criteria for a role to attend assessment or interview. If you have a disability or learning difficulty, and prefer to disclose it, please feel free to do so in your application. You can also contact the Recruitment Team via email at recruitment@wmas.nhs.uk if you wish to have a confidential discussion. We use this information, with your permission, to ensure you are fully supported during the recruitment process.
The Trust is proud to hold the Silver Award for a Dyslexia Friendly workplace and are committed to supporting our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.
About us
If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both
Where a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check.
The cost of an enhanced check is £55.76 and is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.
We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.
We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues.
Job description
Job responsibilities
Responsible for monitoring and
allocating incoming emergency, urgent and non-urgent calls simultaneously
operating the telephony, radio, mobile data, mapping, computer aided despatch
and prioritisation systems.
Prioritise incident category accurately
and allocate relevant resources promptly and within service standard
Responsible for the receipt and
processing of emergency 999 calls from the general public. Analysing a patients condition and
situation to obtain an appropriate AMPDS category and relevant ambulance
response determinant code.
Responsible for the receipt and
processing emergency 999 response calls from other emergency services, medical
staff and other professional bodies. Processing the calls under appropriate
AMPDS category and protocols to obtain the correct ambulance response
determinant.
Responsible for the receipt, processing
and taking necessary action for misdirected calls from the operator for other
emergency services or for third party callers who require an ambulance in
another area.
Responsible for the receipt and
processing specialised emergency calls such as: Birmingham International
Airport, Air Operations, Prison, bomb incidents, police RVP, chemical incidents
and a major incident.
While processing a 999 call responsible
to assess a patients condition while they wait for an ambulance, giving life
saving first aid advice and adjusting advice when necessary. Advice given includes: CPR (cardiac
pulmonary resuscitation), childbirth, haemorrhage control, airway maintenance,
choking, convulsion, burns and amputations.
While processing a 999 call, responsible
to identify any scene safety issues and take appropriate action in cases of
entrapments, assaults, chemical incidents, industrial incidents, violent,
intoxicated and psychiatric patients. To reassure patients who have mental
health problems or who are vulnerable.
To update controller and ambulance crews with relevant changes.
Processing requests for an emergency
ambulance by operating a computerised system and in the event of computer
failure a manual system using operational and AMPDS guidelines.
To set-up and operate the MEOC at the
scene of a major incident such as aeroplane crash.
To operate the alternative control room
as well as the existing control room in the event of computer and telephone
failure.
To set-up and operate the football
control rooms.
Responsible for the receipt and
processing routine urgent removal calls from medically trained staff and social
workers. To arrange ambulance transport
using working practices, hospital contracts and procedure guidelines for
hospital admissions, hospital transfers, neonatal transfers, hospice admissions
and discharges, final journey discharges, mental health admissions and patient
transport services. To triage doctors admissions and upgrade life threatening
conditions. To refer non-routine
requests to the supervisor or Duty Officer.
Responsible for the receipt and
processing general enquiry calls from the general public, ambulance crews,
other emergency services, medical staff and other professional bodies. To process these calls using set protocols
and working practices. These calls
include: doctor visits; patients death confirmation details; case enquires;
request from police for 999 tapes; liasing between ambulance crews and the
controller; answering press enquiries.
Referring non-routine enquires to the Supervisor, Press Officer,
Logistics Manager and Duty Officer.
Responsible for making outbound calls to
other professional and the general public adhering to working practices and
protocols. These include: re-contacting
999 callers to check on a patients address and condition; contacting relatives
with sensitive information; querying other professionals; alerting hospitals;
arranging breakdown recovery for ambulances; out of hours mortuary; information
from poison control; midwifes for home birth; reporting incidents to other emergency
services; contacting telephone service providers; and paging medics.
Radio operator using a hand held or foot
pedal radio system liasing between the divisional controller and ambulance
crews, responders, Officers and medics while they are in receipt of a
radio. While operating the radio
responsible for dispatching work to crews; continually listening and monitoring
crews; communicating controllers instructions by voice; sending and receiving
data message via computer and satellite system; answering crew enquires;
monitoring and updating ambulance location on computer; and updating case notes
on behalf of crews and controller.
Dispatcher for divisional controller
responsible for monitoring crew manning and skill levels, keeping up to date
manual rota and computer crew information, answering crew enquiries, allocating
crew breaks and responding police or fire service to relevant cases. Liasing between divisional controller and
crews. Dispatching cases to crews on
station via telephone and computerised system.
Responsible for controlling the High
Dependency Unit (HDU) desk, doctors urgent removal work and over 12 urgent
removal ambulance crews from West Midlands Ambulance Service, St Johns and Red
Cross. Duties include: monitoring urgent removal work and prioritising work
where necessary; planning work and allocating it to appropriate crew; checking
crew manning and skill levels, keeping up to date manual and computer crew
information, liasing with divisional controller for assistance of emergency
vehicles; crew breaks and answering crew enquires.
Assist in coaching and monitoring new
trainee EMDs while they learn to take 999 calls, operate radio and dispatch
position.
Attend any training courses, which are
required for the job. To undertake
ongoing training and development to supervisor, responder desk and divisional
controller. To keep up to date with
changing procedures and protocols.
Plan and organise work across a broad
range of complex activities (e.g meal break management) to minimise resource
down time and operational extended overtime due to late finishes whilst
maintaining effective strategic cover
If necessary appear in court and give
evidence about a taken 999 telephone call.
Demonstrating own duties to
visitors. Represent the West Midlands
Ambulance service in mock exercises and demonstrations.
Participate in trials relating to the
job when necessary.
Adheres to Data Protection Act,
Caldicott Guidelines, Health and Safety, Quality Management Systems and West
Midlands Ambulance Service NHS code of conduct and general procedures.
Identifies and reports IT related
problems on computer software and workstations.
Once qualified provide cover for the supervisors
position during breaks and unexpected absence
Job description
Job responsibilities
Responsible for monitoring and
allocating incoming emergency, urgent and non-urgent calls simultaneously
operating the telephony, radio, mobile data, mapping, computer aided despatch
and prioritisation systems.
Prioritise incident category accurately
and allocate relevant resources promptly and within service standard
Responsible for the receipt and
processing of emergency 999 calls from the general public. Analysing a patients condition and
situation to obtain an appropriate AMPDS category and relevant ambulance
response determinant code.
Responsible for the receipt and
processing emergency 999 response calls from other emergency services, medical
staff and other professional bodies. Processing the calls under appropriate
AMPDS category and protocols to obtain the correct ambulance response
determinant.
Responsible for the receipt, processing
and taking necessary action for misdirected calls from the operator for other
emergency services or for third party callers who require an ambulance in
another area.
Responsible for the receipt and
processing specialised emergency calls such as: Birmingham International
Airport, Air Operations, Prison, bomb incidents, police RVP, chemical incidents
and a major incident.
While processing a 999 call responsible
to assess a patients condition while they wait for an ambulance, giving life
saving first aid advice and adjusting advice when necessary. Advice given includes: CPR (cardiac
pulmonary resuscitation), childbirth, haemorrhage control, airway maintenance,
choking, convulsion, burns and amputations.
While processing a 999 call, responsible
to identify any scene safety issues and take appropriate action in cases of
entrapments, assaults, chemical incidents, industrial incidents, violent,
intoxicated and psychiatric patients. To reassure patients who have mental
health problems or who are vulnerable.
To update controller and ambulance crews with relevant changes.
Processing requests for an emergency
ambulance by operating a computerised system and in the event of computer
failure a manual system using operational and AMPDS guidelines.
To set-up and operate the MEOC at the
scene of a major incident such as aeroplane crash.
To operate the alternative control room
as well as the existing control room in the event of computer and telephone
failure.
To set-up and operate the football
control rooms.
Responsible for the receipt and
processing routine urgent removal calls from medically trained staff and social
workers. To arrange ambulance transport
using working practices, hospital contracts and procedure guidelines for
hospital admissions, hospital transfers, neonatal transfers, hospice admissions
and discharges, final journey discharges, mental health admissions and patient
transport services. To triage doctors admissions and upgrade life threatening
conditions. To refer non-routine
requests to the supervisor or Duty Officer.
Responsible for the receipt and
processing general enquiry calls from the general public, ambulance crews,
other emergency services, medical staff and other professional bodies. To process these calls using set protocols
and working practices. These calls
include: doctor visits; patients death confirmation details; case enquires;
request from police for 999 tapes; liasing between ambulance crews and the
controller; answering press enquiries.
Referring non-routine enquires to the Supervisor, Press Officer,
Logistics Manager and Duty Officer.
Responsible for making outbound calls to
other professional and the general public adhering to working practices and
protocols. These include: re-contacting
999 callers to check on a patients address and condition; contacting relatives
with sensitive information; querying other professionals; alerting hospitals;
arranging breakdown recovery for ambulances; out of hours mortuary; information
from poison control; midwifes for home birth; reporting incidents to other emergency
services; contacting telephone service providers; and paging medics.
Radio operator using a hand held or foot
pedal radio system liasing between the divisional controller and ambulance
crews, responders, Officers and medics while they are in receipt of a
radio. While operating the radio
responsible for dispatching work to crews; continually listening and monitoring
crews; communicating controllers instructions by voice; sending and receiving
data message via computer and satellite system; answering crew enquires;
monitoring and updating ambulance location on computer; and updating case notes
on behalf of crews and controller.
Dispatcher for divisional controller
responsible for monitoring crew manning and skill levels, keeping up to date
manual rota and computer crew information, answering crew enquiries, allocating
crew breaks and responding police or fire service to relevant cases. Liasing between divisional controller and
crews. Dispatching cases to crews on
station via telephone and computerised system.
Responsible for controlling the High
Dependency Unit (HDU) desk, doctors urgent removal work and over 12 urgent
removal ambulance crews from West Midlands Ambulance Service, St Johns and Red
Cross. Duties include: monitoring urgent removal work and prioritising work
where necessary; planning work and allocating it to appropriate crew; checking
crew manning and skill levels, keeping up to date manual and computer crew
information, liasing with divisional controller for assistance of emergency
vehicles; crew breaks and answering crew enquires.
Assist in coaching and monitoring new
trainee EMDs while they learn to take 999 calls, operate radio and dispatch
position.
Attend any training courses, which are
required for the job. To undertake
ongoing training and development to supervisor, responder desk and divisional
controller. To keep up to date with
changing procedures and protocols.
Plan and organise work across a broad
range of complex activities (e.g meal break management) to minimise resource
down time and operational extended overtime due to late finishes whilst
maintaining effective strategic cover
If necessary appear in court and give
evidence about a taken 999 telephone call.
Demonstrating own duties to
visitors. Represent the West Midlands
Ambulance service in mock exercises and demonstrations.
Participate in trials relating to the
job when necessary.
Adheres to Data Protection Act,
Caldicott Guidelines, Health and Safety, Quality Management Systems and West
Midlands Ambulance Service NHS code of conduct and general procedures.
Identifies and reports IT related
problems on computer software and workstations.
Once qualified provide cover for the supervisors
position during breaks and unexpected absence
Person Specification
Qualifications
Essential
- Good standard of general education
- NHS Pathways trained
Experience
Essential
- Knowledge of strict working practices and protocols of taking 999 calls, doctors urgent and general enquiry calls
- Excellent communication skills, empathetic, tactful and diplomatic
Skills and Knowledge
Essential
- Currently meeting call standards
- Have successfully completed a 6 month probationary review
Person Specification
Qualifications
Essential
- Good standard of general education
- NHS Pathways trained
Experience
Essential
- Knowledge of strict working practices and protocols of taking 999 calls, doctors urgent and general enquiry calls
- Excellent communication skills, empathetic, tactful and diplomatic
Skills and Knowledge
Essential
- Currently meeting call standards
- Have successfully completed a 6 month probationary review
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
