Emergency Medical Dispatcher - UAE National

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.