Emergency Medical Dispatcher (EMD)
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UAE Nationals- Experienced Professionals [Non-Clinical]
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UAE
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24-07-2025
- Ambulance Communication Centre (ACC)
- Full-time
Job Description
Summary:
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 Experience:
- 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
- Bachelors Degree in relevant field is desirable.
- EMD, BLS, ACLS certification is a plus.
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.
