111 Ambulance Communications 111 Waea Waka Whakaora

The emergency 111 Ambulance Communications Centre works collaboratively with field operations, the broader organisation and other health care and emergency service providers. The purpose of our Call Handler role in the Ambulance Communications Centre is to receive emergency calls, provide essential pre-ambulance arrival advice, arrange the appropriate dispatch of resources and coordinate patient transport movements for the community.

The role requires a high level of judgement and decision making whilst:

• Typing proficiently, including accurate recording of incident details
• Operating complex computer systems within a multi-screen environment
• Employing both assertiveness and empathy when speaking to callers'
• Triaging incoming calls for assistance utilising a systematic script in order to determine the likely severity of the patient's illness or injury
• Dispatching and managing multiple resource responses simultaneously
• Maintaining a high level of situational operational awareness
• Continually reflecting on operational practice and
• Maintaining fitness for duty

A career within the Ambulance Communications Centre is very rewarding, but it is not suited to everybody. The role requires attention to detail in a technical environment and the ability to multitask under pressure. These skills are vital to maintaining the welfare of the community and as such the job is a highly valued profession. Being a Call Handler can be a tough job and the mission critical nature of work means that at times the role can be very stressful, requiring high levels of personal resilience.

It is important that you do research to understand this role and discuss the position with your family and or support network. Applying for the role is a big decision and requires a person with a unique set of skills and abilities.

Can you handle being a 111 Emergency Call Handler?
Click here to find out if this is a role for you

Once you have done this consider the questions below and discuss with your family whether you may be suited to this role and what the impact of this role maybe on your family.

• Do you have the underpinning skills and abilities essential to this role?
• Do you have strong judgement and decision-making skills?
• Do you touch type quickly and accurately while listening to information?
• Can you use complex computer systems with multiple screens?
• Can you be appropriately assertive but empathetic with people who are distressed?
• Can you work within a scripted and highly supervised environment?
• Are you committed to maintaining a good level of physical and emotional wellness for work?
• Do you have a high degree of situational awareness?

If your answer is yes to these questions, discuss with your family the impacts of the following would be and ask yourself if you would be able to adjust to:

• Staying at a console for 12 hours, leaving only for scheduled breaks?
• Working a set shift work roster that involves working a 12 hour day and 12 hour night shift, public holidays, weekends and missing out on important family or social events?
• Taking emergency calls one after the other, and not being able to find the outcome of a patient?
• Multitasking to the extreme in a high pressure, unpredictable and complex environment?
• Working in a highly structured environment?
• Prepared to undertake a 10 week training programme consisting of 5 weeks in a classroom environment and 5 weeks with an experienced mentor.

If you find your answers are still yes to these questions you should consider a career with us.