Emergency medical dispatchers are an important part of the ambulance service control team. Their job title and duties can vary slightly between ambulance services.

During a call, dispatchers may need to give advice to people facing life-threatening situations and help them cope until the ambulance arrives. This can include calming the caller in order to get the information needed for the ambulance service to respond.

Emergency medical dispatchers work under the direction of a control officer. This role usually involves:

• answering urgent 999 calls to the ambulance service
• taking essential information from callers (exact location and details of what has happened)
• deciding on the type of response needed
• dispatching the nearest and most appropriate vehicle such as an ambulance, rapid response car, motorcycle or paramedic helicopter.

Some ambulance services split this role into emergency call handlers and dispatchers.

Hours and Environment

Emergency medical dispatchers will usually work shifts, providing cover 24 hours a day, seven days a week including public holidays.

Dispatchers work in an office environment at a switchboard.

Skills and Interests

To be an emergency medical dispatcher you should:

• have the ability to record and process information accurately
• have the ability to work with high-tech equipment
• have a caring attitude, enjoy helping people
• have a strong sense of responsibility and a serious attitude to work
• have good organisational skills
• enjoy working as part of a team
• be able to stay calm under pressure, think fast and use own initiative
• have a good telephone manner and communication skills
• have good eyesight and hearing.

Entry

Each ambulance service can set its own entry requirements, so you should check directly with your local service.

In general, to be an emergency medical dispatcher you will usually need:

• to be aged 18 or over
• to have good keyboard and computer skills
• knowledge of map reading and local geography
• GCSEs (A-C)/S grades (1-3) in English, maths and science
• a typing qualification and/or some understanding of medical terminology.

If you are working in a multicultural area, the ability to speak another language will be an advantage.

In Scotland the role of emergency call handler and emergency medical dispatcher are often split. Dispatchers are frequently recruited internally from call handlers. To start as an emergency call handler you will need a minimum accurate typing speed of 35 words a minute.

Training

As a new recruit you will receive in-house training, either classroom-based or on the job, which can take up to three months. This will vary between ambulance services.

You will generally be trained in areas such as:

• using switchboards, radio communications and other equipment
• recording information accurately
• the role of the ambulance and emergency crews
• first aid
• prioritising calls
• giving telephone advice
• using computerised command and control systems.

Opportunities

Most ambulance personnel are trained by, and work for, the NHS, although there are some opportunities to train and work in the armed forces.

With the appropriate skills and experience you may be able to progress to a supervisory or management role, responsible for a team of dispatchers/call handlers.

With experience in this field you may be able to move into ambulance work. However, you will still need to meet the entry requirements and successfully complete the selection process (see Ambulance Technician job profile). Another option is to move into a training role.

Employment in the ambulance services is generally stable, but you are likely to find most vacancies in London and the South East.

Annual Income

Figures are intended as a guideline only.

Trainee emergency medical dispatchers can earn between around £14,000 and £17,000 a year.
With experience, this can rise to around £20,000.

Further information

Ambulance Headquarters
Sute 30 Knockbracken Healthcare Park
Saintfield Road
Belfast
BT8 8SG
Tel: 028 9040 0999 National Headquarters
Tipperlinn Road
Edinburgh
EH10 5UU
Tel: 0131 446 7000 Recruitment Centre
St Andrews House
Devons Road
Bow
London
E3 3PA
Tel: 020 7887 6638 Tel: 08000 150 850
Email: learning@nhscareers.nhs.uk Friars House
157-168 Blackfriars Road
London
SE1 8EZ
Tel: 020 7928 9620