AMBULANCE COMMUNICATIONS STAFF TRAINING
Ambulance Communications Centre call takers and dispatchers are professionals who undergo extensive training including Emergency Ambulance call taking, Medical Priority Dispatching and clinical training including Pre-Hospital Emergency Care.
Selection criteria
Our Communications Centre personnel are selected for their:
- professionalism,
- ability to remain calm in emergency situations, and
- ability to multi-task while listening to information received over the phone.
Some personnel are former ambulance officers and former nurses but this is not a requirement.
Training
Training for call takers and dispatchers is provided by professionals and is ongoing throughout their career.
Call takers and dispatchers are referred to collectively as Emergency Medical Dispatchers, as all are trained to undertake both call taking and dispatching.
Emergency Medical Dispatchers have detailed training in and knowledge of:
- the emergency resources available nationwide,
- clinical requirements of patients
- communication skills including how to talk to people in stressful situations and
- Ambulance Communications Centre technology including the electronic mapping and dispatching systems.
The styles of training include:
- technical and non-technical training
- classroom training and mentored training on-the-job
- training in the Communications Centres, on geographical familiarisation tours and on ambulance callouts with ambulance officers.
Progression
There are 4 levels of Emergency Medical Dispatchers (EMD).
The call takers manage the 111 calls for ambulance, obtain all the necessary information from the callers, provide first aid instructions and information on how to prepare for the arrival of the ambulance, determine the type and speed of emergency response and liaise with the dispatchers.
The dispatchers respond the ambulances, communicate with the ambulance officers and follow the movements of ambulances on the electronic mapping system. They use electronic tools to guide ambulances to more complex locations, and ensure the ambulance officers have all the information they require before arriving at the scene.
Progression through the levels is based on demonstrating certain required competencies rather than length of service.
