Emergency Medical Dispatcher

Transcription

1 Emergency Medical Dispatcher About Queensland Ambulance Service The Queensland Ambulance Service (QAS) is a division of the Department of Health. The Department of Health s purpose is to provide safe, sustainable, efficient, quality and responsive health services for all Queenslanders. The QAS provides essential emergency medical services including pre-hospital care and related services across Queensland. The QAS aims to improve the health, safety and wellbeing of individuals and the community, by continuing to strive for excellence through innovation. Our services include: providing pre-hospital paramedical response services to patients who suffer sudden illness or injuries emergency and routine pre-hospital patient care, coordination of aero medical services and inter-facility ambulance transport planning and coordination of major events, multi-casualty incidents and disasters community services such as community education and injury prevention pre-hospital care research. To find out more about our organisation, please visit or The Role of an Emergency Medical Dispatcher The purpose of an Emergency Medical Dispatcher is to receive emergency calls and to coordinate QAS resources and patient movements in accordance with QAS policies, procedures and Operation Centre Supervisor directions. Emergency Medical Dispatchers provide quality, timely and appropriate call taking and dispatch services to the Queensland community within a mission critical communications environment. Emergency Medical Dispatchers are responsible for the effective coordination and dispatching of the most appropriate resource/s to respond to each emergency. While answering Triple Zero (000) calls is a key aspect of an Emergency Medical Dispatcher s role, the job also encompasses many other tasks. The ability to type (40 words per minute with 95% accuracy), multitask, use a computer, read maps, listen and forward plan whilst providing clear and authoritative direction in a calm manner, are essential skills required to perform the duties of an Emergency Medical Dispatcher. The first few minutes of an emergency are critical. Early help can save lives. Playing a vital role in such circumstances, Emergency Medical Dispatchers provide instructions to guide callers in performing first aid until a paramedic crew arrives at the scene. Another critical part of an Emergency Medical Dispatcher s role is to complete accurate and detailed reports. Emergency Medical Dispatchers are based in QAS Operations Centres across the state. Operations Centres are located in Brisbane, Southport, Maroochydore, Toowoomba, Rockhampton, Townsville and Cairns.

2 Page 2 of 11 Are you suited to this role? A career as an Emergency Medical Dispatcher can be very rewarding, but it is not suited to everyone. 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. However, being an Emergency Medical Dispatcher can be tough as the working environment is often very stressful. Persons interested in becoming an Emergency Medical Dispatcher should truthfully answer yes to the following questions: Are you a good communicator? Do you have the ability to manage extreme situations with calmness and leadership? Are you a good team player and supportive of other team members? Do you have a genuine willingness to contribute to the community? Are you committed to developing and maintaining your skills? Do you enjoy shift work? Are you a caring and tolerant person? Do you appreciate the need to adhere to procedures in the workplace? Are you able to multitask within a technical environment? Do you enjoy working with people from diverse backgrounds? Can you listen and enter details into a computer at the same time? Do you enjoy working in an urgent and dynamic working environment? Do you possess a positive attitude which allows you to make effective and timely decisions under pressure? If you feel this career is suited to you, the next step is to become familiar with the details and requirements of the QAS Emergency Medical Dispatcher recruitment process, the relevant training and avenues for career progression. Training and Professional Development The QAS values education, training and professional development for all staff. Emergency Medical Dispatchers require skills, knowledge and understanding that enable them to manage their own performance as well as important tactical operations specific to their line of work. The QAS is committed to training and education as a long term investment aimed at maintaining a highly skilled workforce. An essential component of the Emergency Medical Dispatcher role is to undertake a variety of ongoing training programs, activities and assessments throughout their career to ensure skills remain at an optimum level. Queensland Ambulance Service Education Centre The role of the Queensland Ambulance Service Education Centre (QASEC) is to prepare staff for service in the QAS and enhancing and developing the performance levels of all ambulance personnel to a standard of excellence expected by the community. The Education Centre works closely with the State Operations Centre to ensure the spectrum of education and development needs within the service are addressed, including clinical, technical, managerial and professional development to enable QAS personnel to function in an emergency medical systems environment across the state. QAS is a Registered Training Organisation under the Australian Quality Training Framework. Student Training It is through quality training that an Emergency Medical Dispatcher develops the skills, knowledge and confidence required to successfully manage increasingly complex emergency situations. The initial seven-week training period includes call taking policy and processes; dispatch theory and functionality; advanced medical terminology; first aid theory and practicum; and training on MPDS (Medical Priority Dispatch System) and CAD (Computer Aided Dispatch). This training is competency-based and includes extensive simulated exercises and scenarios. Emergency Medical Dispatchers are required to commit to and successfully undertake ongoing educational components essential to the completion of the Certificate III in Ambulance Communications (Call Taking) and a Certificate IV in Ambulance Communications (Dispatch) within the first 12 months of their employment.

3 Page 3 of 11 Emergency Medical Dispatcher training generally occurs between the hours of 8am and 4pm, Monday to Friday at the QASEC, which is located in Lutwyche, on the north side of Brisbane. Students will be advised of any change to the location or training hours. This initial seven-week training period for Student Emergency Medical Dispatchers is followed by a scheduled period of mentoring within an Operations Centre. Rank Structure and Progression There are five levels (pay points) within the Emergency Medical Dispatcher classification and four levels (pay points) within the Team Leader/Operations Centre Supervisor classification. All Student Emergency Medical Dispatchers commence employment at pay point 1. Progression to Emergency Medical Dispatcher pay point 2 is subject to: successful completion of the 12 month probationary period (12 months at pay point 1) possession of Certificate III in Ambulance Communications (Call Taking) or equivalent for EMCT Call Taker positions (only located in the Brisbane Operations Centre) or Certificate IV in Ambulance Communications (Dispatch) or equivalent for EMD Call Taker and Dispatcher positions maintenance and development of skills/certificate of Practice successful performance, including work performance and conduct, approved by the appropriate supervisor or their delegate. Probation All Student Emergency Medical Dispatchers are required to undertake a probationary period of 12 months. Continued employment is subject to satisfactory performance, achievement of the competencies within the Certificates and other mandatory training, in particular: Phase 1 - Induction and achievement of call taking competency in a simulated environment Phase 2 - Achievement of call taking competency in an operational environment Phase 3 - Achievement of dispatching competency in an operational environment. Hours of Work Emergency Medical Dispatchers work 38 hours per week on a rotating shift basis and the shifts are predominantly 12 hours in length. Rosters will reflect an average of 40 hours per week. The additional two hours per week (known as accrued time) will be accumulated and taken in pre-approved scheduled blocks. Salary (effective from 1 September 2014) Emergency Medical Dispatchers employed by the QAS are covered by the Ambulance Service Employees Award - State 2012 and the Queensland Ambulance Service - Determination Pay Level Base Salary (per fortnight) Annual Salary (Gross) Approx. State Average Annual Salary during Communications Officer Pay Point 1 (Student) $1, $47, $58,000 Communications Officer Pay Point 2 $ 1, $50, $68,000 Communications Officer Pay Point 3 $2, $55, $71,000 Communications Officer Pay Point 4 $2, $57, $75,000 Communications Officer Pay Point 5 $2, $58, $79,000 NOTE: Base salary figures do not include penalty rates for weekends or afternoon and night shift allowances. These are included in the Approximate State Average Annual Salary figures. The Approximate State Average Annual Salary figures are a guide only. Actual salary will vary depending on the roster actually worked. Leave Emergency Medical Dispatchers (excluding those who are employed at the Brisbane Operations Centre) are entitled to six weeks and two days annual leave per annum. Emergency Medical Dispatchers who are employed at the Brisbane Operations Centre are entitled to six weeks annual leave per annum.

4 Page 4 of 11 All Emergency Medical Dispatchers are entitled to an annual accrual of 96 hours of sick leave and 13 weeks of long service leave for each 10 years of service with the QAS. Recognition of Prior Service (RPS) For sick and long service leave purposes, new appointees to the QAS may, upon request, be given credit for prior service with the following entities: commonwealth and other state public services statutory authorities public hospitals local government tertiary educational institutions. This entitlement is only provided if your break in service is less than 12 months. Employment with an organisation outside of Australia is not considered towards RPS. Superannuation QSuper is the superannuation scheme for QAS employees. It is a co-contributory scheme and you can contribute between 2% and 5% of your salary. This is matched by the compulsory employer contribution of between 9% and 12.75%. You can also make voluntary contributions, choose to salary sacrifice, transfer money from other funds or make and receive spouse contributions. As a member of this fund, insurance for income protection and total and permanent disability is automatically provided. Further information can be obtained by calling QSuper on or visiting their website Salary Packaging Queensland Government employees may choose to receive remuneration via in-house salary packaging. Salary packaging is an arrangement between an employer and an employee, where the employer provides the employee with benefits in return for an agreed salary adjustment. As an employee of the QAS, you may be entitled to salary package part of your pre-tax income for certain approved non-cash benefits such as superannuation, motor vehicles, laptop computers, professional membership fees, etc. By reducing your pre-tax income, you can reduce the amount of tax you pay and increase the amount of your net pay. Uniforms A standard QAS uniform package is provided to all QAS operational employees upon commencement of employment, at no cost to the employee. Emergency Medical Dispatchers are provided with uniforms when they commence training at the QASEC. The design of the uniform is safe, functional and comfortable to meet the varying needs of service delivery and workplace health and safety requirements. Role Description The QAS Emergency Medical Dispatcher role description outlines the purpose and key responsibilities of the role and the key attributes required to successfully perform the role. The role description also specifies the mandatory qualification requirements relevant to the role. The key responsibilities and attributes provide the basis for the assessment tools utilised in the recruitment process. The Emergency Medical Dispatcher role description is attached to the end of this Applicant Information Kit. Emergency Medical Dispatcher Recruitment Process The QAS has adopted recruitment strategy campaigns to ensure that they maintain a diverse workforce that reflects the broader communities in which they operate. The QAS encourage applications from all sectors of the community. QAS engages the services of external recruitment and assessment providers to assist with the recruitment process for operational roles. Emergency Medical Dispatcher applicants will liaise with organisations external to QAS throughout the recruitment process.

5 Page 5 of 11 How the Process Works There are a number of phases designed to enable the QAS to assess an applicant s ability to meet the requirements of the demanding Emergency Medical Dispatcher role. All phases of the recruitment process contribute to determining whether an applicant is selected for appointment. The recruitment assessment process is based on a scoring system that is applied to each phase of the process. Applicants will be scored throughout the recruitment process, ultimately achieving an overall score. This enables the QAS to select applicants who are the most suitable overall for particular vacancies. Applicants will be advised when they are required to undertake each assessment. Applicants are requested to avail themselves to undertake the assessments at the earliest opportunity. Where an applicant does not meet the minimum requirements of any of the phases they are deemed non-competitive and will receive written advice from QAS Recruitment. They will not proceed any further in the process. QAS will maintain a file on each applicant, which will include the information and documentation about the applicant relevant to their application, including the application form, supporting documentation and assessment information. All information and documentation relating to applicants and the recruitment process is strictly confidential and will not be released to applicants at any stage. EMD Recruitment Phases Phase One Phase Two Phase Three Phase Four 1.1 Application 2.1 Interview 3.1 Psychometric Assessment 4.1 Job Offer 1.2 Behavioural Questionnaire 1.3 Phone Screening 2.2 Work Related Assessments 3.2 Medical Assessment 4.2 Appointment 3.3 Pre-employment Screening (including Criminal History Check) 3.4 Referee Check PHASE ONE 1.1 Application When an application is received, all mandatory requirements are assessed. Applicants who do not meet the mandatory requirements will not be eligible to progress any further in the recruitment process. The mandatory requirements are as follows: Citizenship Requirements Emergency Medical Dispatchers must be entitled to accept permanent employment within Australia, that is, remain and work in Australia for an indefinite period. Copies of the appropriate documentation must be submitted upon application (e.g. birth certificate, passport, citizenship certificate). For clarification on your citizenship status, please refer to the Australian Department of Immigration and Border Protection website or phone Applicants not born in Australia who have obtained Australian citizenship or permanent residence status must provide copies of the appropriate documentation, including the date the status was awarded. Applicants who were not born in Australia and have not applied for citizenship or permanent residence status, should contact the Australian Department of Immigration and Border Protection by visiting or phoning Applicants who cannot provide the appropriate documentation to support their Australian citizenship or permanent residence status will not progress any further in the recruitment process.

6 Page 6 of 11 In most circumstances, individuals born in New Zealand are automatically New Zealand citizens. New Zealand citizens must submit the appropriate documentation upon application (e.g. birth certificate, passport, citizenship certificate). For further information, please refer to the New Zealand Department of Internal Affairs website by visiting Successful Completion of Year 10 or Equivalent QAS is committed to education and training as a long term investment aimed at maintaining a highly skilled workforce. To achieve this, QAS has set an entry educational level standard, which is secondary school Year 10 (or equivalent). Applicants are therefore required to demonstrate that they have successfully completed a minimum of Year 10 level of education, or education which can be deemed as equivalent to secondary school Year 10. Applicants without these standard qualifications may have their vocational qualifications assessed by the Queensland Tertiary Admissions Centre (QTAC) or their educational qualifications assessed by the Queensland Curriculum and Assessment Authority (QCAA), prior to making application, to determine secondary school Year 10 equivalency. For more information, contact the QTAC Assessment of Qualifications Service at or QCAA at Employment History QAS values the employment history of applicants and it is taken into account when assessing and scoring applications. Applicants must supply supporting documentation of their paid employment history in the form of a Statement of Service or a signed reference on official company letterhead, detailing the position held, specifying if full time or part time and the length and dates of service. If applicants have been self-employed, a statement from an accountant, solicitor or tax agent should be supplied. If applicants are unable to obtain any of the supporting documentation listed above, they may provide the details of their previous paid employment on a Statutory Declaration form, which must be verified by a Justice of the Peace. Apply First Aid Certificate Applicants are required to hold a current and nationally recognised Apply First Aid Certificate as a minimum prior to appointment. Advanced First Aid Certificates, whilst not mandatory, are considered highly desirable. Please ensure that the Perform Cardiopulmonary Resuscitation (CPR) component of the Apply First Aid Certificate is current as this requires annual renewal. For information on QAS First Aid courses, visit or phone Details of Registered Training Organisations can be found at the Department of Industry website, Applicants who successfully complete the recruitment process and gain employment as an Emergency Medical Dispatcher will also be required to complete a nationally recognised Advanced First Aid Certificate within the first five months of their employment. The employee will be responsible for attending this course through an accredited provider however it will be funded by QAS. 1.2 Behavioural Questionnaire An online behavioural questionnaire must be completed as part of your application. This will involve questions regarding your employment history, education and first aid certificate status. The customised questionnaire also contains a number of behavioural-based questions designed to provide QAS with a greater understanding of your motivation to apply, your understanding of the role and your ability to perform the role. It will also address your customer service, conflict management and teamwork skills.

7 Page 7 of 11 To prepare for the behavioural questionnaire, applicants are encouraged to read this Applicant Information Kit and the Emergency Medical Dispatcher role description to gain a thorough understanding of the skills and attributes inherent to the role. 1.3 Phone Screening A customized phone screening process has been developed to allow QAS to determine if the applicant s experience, workplace preferences and expectations are congruent with the Emergency Medical Dispatcher position and the organisation. An external consultant will contact you by telephone to discuss your application and the position in more detail. This is your opportunity to tell us about yourself, why you have applied for the position, your expectations and to find out more about the Emergency Medical Dispatcher role and work environment. PHASE TWO 2.1 Interview Applicants who have successfully progressed through previous stages of the recruitment process are invited to attend an interview with a selection panel consisting of three members, including representatives from the Operations Centre in the location they have applied for. The interview will consist of a series of questions and will take minutes. Responses to the questions will be assessed against the key responsibilities and attributes outlined in the Emergency Medical Dispatcher role description. To prepare for the interview, applicants should review the Emergency Medical Dispatcher role description and be prepared to answer questions that reflect their experience and attributes against the requirements outlined in the role description. IMPORTANT: At this stage of the recruitment process applicants are required to submit all documentary evidence to the interview panel in support of their application. This includes certified copies of Australian residency/citizenship status, education certificates, Apply First Aid certificates and Statements of Service for work history. 2.2 Work Related Assessment The work related assessments are comprised of three components: a typing test, communications role play assessment and audio assessment. The typing test determines an applicant s alpha and numerical keyboard skills, assessing both typing speed and accuracy. To prepare for this test, applicants can practise their typing skills aiming for the minimum required speed of 40 words per minute with 95% accuracy. Applicants who have successfully progressed through previous stages of the recruitment process are invited to complete the remaining two components of the work related assessment (i.e. the communications role play assessment and audio assessment). An essential skill required by an Emergency Medical Dispatcher is their ability to multitask, that is, to be able to type, use a computer, read maps, listen and forward plan whilst providing clear and authoritative direction in a calm manner. The communications role play assessment determines an applicant s ability to read a map, plan a route and clearly communicate map directions over the telephone using concise instructions. It also assesses an applicant s communication style. To prepare for the communications role play assessment, applicants can familiarise themselves with the layout of street maps and practise communicating directions. The audio assessment determines an applicant s ability to listen to and comprehend multiple types of information, accurately record key details, and respond to direction. It also assesses an applicant s ability to multitask. To prepare for the audio assessment, applicants can practise dictation and recalling key details of information.

8 Page 8 of 11 PHASE THREE Phase Three assessments and screenings are managed by the QAS as outlined below. Phase 3.1 Psychometric Assessment QAS utilises a psychometric assessment in the Emergency Medical Dispatcher recruitment process. The psychometric assessment is designed to supplement other recruitment assessments (e.g. behavioural questionnaire and panel interview) and assess applicants against the best-fit profile of the Emergency Medical Dispatcher. The QAS has partnered with external providers to conduct the psychometric assessments and, where necessary, further review of assessment results. Applicants who do not meet the best-fit profile required by QAS for employment as an Emergency Medical Dispatcher will be deemed non-competitive and will not proceed any further in the recruitment process. Phase 3.2 Medical Assessment In the medical assessment, applicants are assessed against the QAS Medical Standards, which reflect the requirements of the Emergency Medical Dispatcher role. The QAS Medical Standards can be found at the end of this Applicant Information Kit. Applicants who do not meet the minimum medical standards required by the QAS for the Emergency Medical Dispatcher role will be deemed non-competitive and will not proceed any further in the recruitment process. Phase 3.3 Criminal History Checks Before applicants can be offered a position, they are required to undergo a criminal history check. Having a criminal history may not necessarily result in disqualification from selection, as it will depend on the nature of the offence. Criminal history clearances are required from all countries that the applicant has resided in for a minimum of 12 months (cumulative) in the previous 10 years. Australia The QAS will undertake criminal history checks on applicants, with their consent, with the appropriate authorities within Australia. Other countries - Applicants who have resided in countries outside Australia, are required to provide a criminal history report from the appropriate authority in each relevant country. Please refer to the Department of Immigration and Border Protection website for more details on how to obtain police clearance certificates from other countries. Phase 3.4 Referee Checks Referee checks will be undertaken to gain further information on an applicant s previous work behaviour and performance and to assist the QAS to validate information gathered about the applicant throughout the recruitment process. Your referees will be asked to comment on your work achievements, performance and conduct. It is a good idea to provide your referees with a copy of the Emergency Medical Dispatcher Role Description and any other relevant job information. PHASE FOUR 4.1 Job Offer Should a vacancy be identified in the Operations Centre in which you have applied and you are the most meritorious applicant in the order of merit list, you will be offered a position with the QAS as an Emergency Medical Dispatcher. Job offers are initially made via telephone and commencement in the position will be aligned to a predetermined induction date.

9 Page 9 of 11 Once you have received a verbal job offer, you will receive an official letter of offer outlining your appointment details and conditions of employment. 4.2 Appointment Your position with QAS is only confirmed once you have signed your acceptance to the appointment details and conditions of employment and returned all relevant paperwork to our payroll provider. You will then commence employment with the QAS and begin training for seven weeks at the QASEC before commencing employment at your appointed Operations Centre. Additional Information English Language Testing Applicants from a non-english speaking background may be required to undertake an English Language assessment for which International English Language Testing System (IELTS) is the accepted standard. IELTS is designed to assess the language ability of candidates from non-english speaking backgrounds who need to study or work where English is the language of communication. IELTS conforms to the highest international standards of language assessment and covers the four language skills of listening, reading, writing and speaking. The request for IELTS to be undertaken can be determined at any point during the recruitment process and will be at the applicant s own expense. Applicants will be required to meet the QAS standard in order to continue. How to Apply If you are interested in a career as an Emergency Medical Dispatcher, please QAS Operational Recruitment at qas.recruitment@ambulance.qld.gov.au to register your future interest in EMD recruitment campaigns.

10 Page 10 of 11 Queensland Ambulance Service Emergency Medical Dispatcher Medical Standards Introduction Medical assessments in the Emergency Medical Dispatcher recruitment process are based on the following selection criteria. The role of an Emergency Medical Dispatcher requires a certain level of physical fitness. Critical job demands include the ability to: differentiate colours and interpret text and numerical information on a computer screen and a computerised map hear and interpret verbal and non-verbal auditory stimuli through a headset type efficiently on a computer keyboard and use a computer mouse sit in a chair at a computer console for 8-14 hours with regulation breaks required by workplace health and safety requirements solve problems, multitask and make time critical decisions, maintaining a high level of concentration for an extended period of time remain calm and impartial when other people are displaying signs of emotion and stress. The QAS Medical Standards reflect the inherent requirements of the role of the Emergency Medical Dispatcher. Applicants are assessed against the Medical Standards to determine their capacity to perform the duties of an Emergency Medical Dispatcher (i.e. to be considered fit for duty). 1. General Reference Individuals are required to work shifts with fluctuations in workload and possible variations in shift duration. 2. Visual Acuity and Monocularity Individuals are required to have normal corrected vision to be able to clearly utilise computer screens. Individuals must be able to identify red, green and amber as the Computerised Aided Dispatch System identifies case priorities by assigning specific colours. 3. Hearing Individuals must be able to hear a conversation at normal sound levels with significant background noise (radio, phone and simultaneous conversations) without artificial aids. A loss of more than 40 decibels on the ISO 389 scale (at 500, 1000 and 2000 CPD on a pure tone audiometer) in either ear is considered significant. Hearing should be evaluated without the use of artificial aids. 4. Cardiovascular Conditions, Fainting or Blackouts Individuals should not be at any greater risk of fainting/collapsing, suffering altered consciousness or severe incapacitating chest pain than any other healthy member of the community. Individuals suffering from any of the following conditions will be required to obtain a report from a cardiologist, taking into account the critical demands of the job: angina pectoris suspected angina pectoris confirmed artery bypass, grafting or coronary angioplasty vascular disorders uncontrolled hypertension valvular heart disease arrhythmia cardiomyopathy congenital heart disorder reoccurring fainting or blackouts.

11 Page 11 of Neurological and Neuromuscular Conditions (excluding epilepsy) Individuals with any neurological or neuromuscular disorder will require a report from a neurologist, taking into account the Assessing Fitness to Drive for Commercial and Private Vehicle Drivers Standards criteria and the critical demands of the job. 6. Epilepsy/Seizures Individuals who have a demonstrated history of well controlled epilepsy/seizures and have had no fit for greater than 12 months may be considered for a position as an Emergency Medical Dispatcher. Individuals with a history of seizures triggered by the use of monitors, or individuals with the potential to have recurrent seizures, will require a neurologist report, taking into account the critical demands of the job. Individuals with a history of febrile convulsions, limited to early childhood, may ignore this history. 7. Respiratory Diseases Individuals who suffer from any obstructive lung disease such as severe chronic asthma, chronic bronchitis or emphysema, should be referred to a specialist for a report, taking into account the critical demands of the job. 8. Psychiatric Illnesses, Depression or Anxiety Where there is a risk that an individual may be compromised by a psychiatric condition or psychological instability, a specialist report should be sought, taking into account the critical demands of the job. A history of Post-Traumatic Stress Disorder (PTSD) may exclude a person from employment as an Emergency Medical Dispatcher. A written report from a treating Medical Officer may be required. 9. Orthopaedic Conditions Individuals reporting a history of back pain or injury that may be aggravated by prolonged sitting will be required to obtain a specialist report, taking into account the critical demands of the job. If any doubt exists as to the ability of the individual to meet the critical demands of the job, a report from a specialist should be sought. 10. Medications There are no issues with an individual s medication, provided there is no increased likelihood of loss of consciousness or impaired judgement as a result of taking such medication. 11. Substance Abuse A definite history of abuse of any substance (alcohol or drug either prescription or non-prescription) may exclude a person from employment as an Emergency Medical Dispatcher. Further testing may be requested at the QAS approved Medical Assessor s discretion. 12. Immunisation Emergency Medical Dispatchers are required to act as an observer in an on-road capacity on an annual basis, and therefore it is recommended that individuals undertake a process for protection against Hepatitis B.

12 Emergency Medical Dispatcher Classification Salary Range ACO04 ACO08 $47, $58, per annum Queensland Government The Queensland Government s vision is to be a government of the 21st century; one government that is connected and working together to deliver smarter, simpler outcomes that are responsive to the needs of Queenslanders now and for the future. We will create opportunities in partnership that are all about positive outcomes rather than just service delivery and regulation. Our goal is to be the most responsive and respected public service in the nation. We will be more effective, deliver value for money and ultimately achieve better outcomes for Queenslanders. Queensland s public service has five organisational values that will support this goal: Customers first Ideas into action Unleash potential Be courageous Empower people About the Queensland Ambulance Service The Queensland Ambulance Service (QAS) is a division of the Department of Health. The Department of Health s purpose is to provide safe, sustainable, efficient, quality and responsive health services for all Queenslanders. The QAS provides essential emergency medical services including pre-hospital care and related services across Queensland. The QAS aims to improve the health, safety and wellbeing of individuals and the community, by continuing to strive for excellence through innovation. Our services include: providing pre-hospital paramedical response services to patients who suffer sudden illness or injuries; emergency and routine pre-hospital patient care, coordination of aero medical services and interfacility ambulance transport; planning and coordination of major events, multi-casualty incidents and disasters; community services such as community education and injury prevention; and pre-hospital care research. To find out more about our organisation, please refer to the Applicant Information Kit or visit or

13 Page 2 of 3 Purpose of the role The purpose of an Emergency Medical Dispatcher is to receive emergency calls and to coordinate QAS resources and patient movements in accordance with QAS policies, procedures and Communications Supervisor instructions. Key responsibilities Receive and action telephone messages requiring urgent assistance, prioritise tasks and determine appropriate courses of action in a timely and professional manner. Coordinate QAS resources and patient movements in strict accordance with QAS policies and procedures. Operate the Computer Aided Dispatch (CAD) system, radio communications system and ancillary equipment, professionally and proficiently in accordance with QAS standard operating procedures. Maintain an operational log, recording relevant details of incidents and actions during the shift using computerised/manual records as required, according to QAS policies and procedures. Liaise as necessary with operational staff and other service providers to ensure effective mobilisation of resources. Communicate in a supportive manner with distressed callers requiring assistance. Contribute to a safe and healthy working environment through an understanding of contemporary human resource management policies and practices and available staff support services such as Priority One Telephone Counselling Services and other Departmental resources. Demonstrate an awareness of people with diverse cultural backgrounds and undertake all available cross-cultural related training to ensure rapid and appropriate responses to operational requirements. Undertake other duties as required. Basis for selection We are seeking applicants who, within the context of the role responsibilities, possess the following key attributes: Demonstrated ability to analyse problems and prioritise emergencies in a calm manner to determine appropriate courses of action using existing resources. The ability to remain calm in an acute situation. Highly developed interpersonal and communications skills and the ability to operate effectively in a team environment. Ability to undertake and complete the required training program for an Emergency Medical Dispatcher. Knowledge of, or demonstrated ability to, rapidly acquire knowledge of QAS policies and procedures including Equal Employment Opportunity and Anti-Discrimination. Demonstrated understanding of and commitment to professional customer service and equity within the workplace. Mandatory/Special conditions/other requirements The following mandatory requirements, special conditions and/or other requirements apply to this role:

14 Page 3 of 3 Emergency Medical Dispatchers are required to complete a Certificate III and IV in Ambulance Communications within 12 months from commencement of training at the QAS Education Centre. Recognition of Prior Learning may be approved in certain circumstances where acceptable proof of current competencies is provided. The following mandatory requirements apply to this role: - Ability to work and remain in Australia indefinitely. Applicants are required to provide proof of Australian citizenship, Australian permanent residency status or New Zealand citizenship on application. - Successful completion of Year 10 secondary school or equivalent; - Minimum one year full-time paid employment. - Current First Aid Certificate with CPR component. Employment screening Any person recommended for employment as an Emergency Medical Dispatcher will be required to meet all of the minimum requirements and standards for the role. These include, but are not limited to: Psychometric assessment Medical assessment Work-related assessment Referee checks Criminal history and discipline history checks Recommended applicants will be required to disclose any serious disciplinary action taken against them in public sector employment. In addition, any factors which could prevent the recommended applicant complying with the requirements of the role are to be declared. Additional information All newly appointed public sector employees who have been employed as a lobbyist in the previous two years are required to provide a disclosure to the Director-General within one month of taking up the appointment in accordance with departmental policy.