INFORMATION PACK EMERGENCY MEDICAL DISPATCHER 1
ABOUT THE NORTHERN IRELAND AMBULANCE SERVICE Welcome to the Northern Ireland Ambulance Service (NIAS) Health and Social Care Trust. NIAS overarching vision is to provide world class emergency, urgent and unscheduled care services using diverse, highly skilled and motivated people. NIAS is a regional service providing ambulance and urgent care services to the people of Northern Ireland (in excess of 1.8 million) twenty four hours per day, seven days per week, and three hundred and sixty five days per year. It has an operational area of approximately 5450 sq miles, serviced by a fleet of over 300 ambulances (Accident & Emergency and Patient Care Service). NIAS currently employs over 1,100 staff across 59 ambulance stations and deployment points, 2 Ambulance Control Centres (Emergency based in Belfast and Non-Emergency based in Altnagelvin), a Regional Ambulance Training Centre and Headquarters. The success of the Trust reflects its high quality staff and their commitment to patient care. The quality of service experienced by patients is only achieved through the commitment and competence of our frontline staff who are supported by a dedicated team. The range of ambulance services provided by NIAS is as follows: - Emergency response to patients with sudden illness and injury; Non-Emergency Patient Care and Transportation. The journeys undertaken cover admissions, hospital outpatient appointments, discharges and interhospital transfers; Specialised health transport services; Training and education of ambulance professionals; Planning for and co-ordination of major events, mass casualty incidents and disasters; Support for community based First Responder services; Stand-by at special events; Community Education; Out-of-hospital care research. 2
During 2011/12 NIAS experienced a 5.7% increase in emergency calls received, resulting in our dealing with an average of 385 emergency calls per day. Overall, we transported 363,006 patients, of which 116,000 were as a result of emergency calls. We have doctors in our emergency control room to identify and offer alternatives to patients who may not require either ambulance attendance or transportation to hospital. During 2012/13 the number of calls triaged by them rose by a further 3.7% with many callers being provided with an alternative response. In keeping with the implementation of Transforming Your Care, a review of health and social care in Northern Ireland, to support the move of care closer to home through diagnosis and treatment of injuries and illnesses in the community, NIAS is planning the introduction of a number of alternative care pathways for the management of defined clinical conditions. A treat and leave protocol relating to the management of acute hypoglycaemia in patients with diabetes was introduced during 2013/14. In conjunction with the Southern HSC Trust, NIAS also commenced a pilot of treat and refer protocol for falls occurring in the elderly population in the SHSCT area. Treat and leave/refer protocols are planned for a number of other clinical conditions such as asthma, epilepsy, minor head injury and certain mental health problems (when care might be more appropriately dealt with by community mental health teams.) NIAS continues to manage patients requiring Primary Percutaneous Coronary Intervention as part of the management of acute ST elevation myocardial infarction (STEMI) following the transmission of the 12 lead ECG to the receiving coronary care hospital (i.e. managing people having heart attacks). This involves the direct admission by ambulance to the cardiac catheterisation laboratory at the Royal Victoria and Altnagelvin hospitals Under the remit of Transforming Your Care, we anticipate further modernisation. This will include a focus on ambulance control performance improvements, resulting in the development of protocols, guidelines and training, as required, to implement new ways of working. 3
The Northern Ireland Ambulance Service is committed to enshrining the DHSSPS Standards designed to improve the patient and client experience, in the service it provides. The standards are: Respect all NIAS staff should show respect in all contacts with patients and clients Attitude all NIAS staff should show positive attitudes towards patients and clients Behaviour all NIAS staff should show professional and considerate behaviour towards patients and clients Communications all NIAS staff should communicate in a way which is sensitive to the needs of patients and clients Privacy & Dignity all NIAS staff should protect the privacy and dignity of patients and clients at all times. The Trust expects all staff to fully demonstrate compliance with these standards in undertaking their role. Further information on NIAS, including the Annual Report, can be accessed via our website www.niamb.co.uk. 4
LOCATIONS OF AMBULANCE STATIONS There are currently five Operational Divisions within NIAS, comprising a total of 33 Ambulance Stations:- WESTERN DIVISION Enniskillen Londonderry Strabane Limavady Castlederg Omagh SOUTHERN DIVISION Armagh Banbridge Craigavon Dungannon Kilkeel Newry NORTHERN DIVISION Antrim Cookstown Magherafelt Coleraine Ballymoney Ballycastle Larne Whiteabbey Carrickfergus Ballymena EASTERN DIVISION (CITY) Ardoyne Broadway Purdysburn Ballymacarrett EASTERN DIVISION (COUNTRY) Newtownards Downpatrick Lisburn Bangor Newcastle Ballynahinch Derriaghy 5
CONTROL & COMMUNICATIONS Emergency Medical Dispatchers in the Emergency Ambulance Control (EAC) within NIAS provide the first link in patient care through the effective and timely processing and accurate recording of patient information for all emergency, urgent and routine calls. If you have been in an emergency, you will know that the 999 call is answered promptly and professionally. But have you ever thought about what exactly happens at the other end of that emergency line? Emergency Medical Dispatchers play a vital role in allowing us to provide life saving advice and assistance. They are the first point of contact for the public and using Advanced Medical Priority Dispatch (AMPDS) software are responsible for prioritising each call, providing scripted medical advice, to ensure the clinical management of patients and scene safety prior to an emergency ambulance response. It is a great job, with unique rewards. To succeed you need to have a special combination of skills, personality and experience, but for those though who do, it is immensely satisfying and enjoyable. 6
WORKING AS AN EMERGENCY MEDICAL DISPATCHER The perspective of an EMD As an Emergency Medical Dispatcher, my job is to take details from people phoning 999 and organise help for them. I like being in touch with the public and being the first point of contact for people who may need an ambulance. I m the first person they speak to when they need help and the way I handle the call will determine the help that the patient receives. Our opening question to callers is: What is the address of the emergency? Getting the address is the most important thing because without it we don t know where to send medical help. Once I have the address I will ask a series of questions to find out what is wrong with the patient, and in particular whether they are conscious and breathing. Often people are quite distressed when they call. Most people will probably only ring 999 once in their lifetime and they are not always sure what information we need from them. My job is to get them through it, reassure them and get the necessary information to enable us to get help to the patient. We have to follow protocols when asking questions, so if someone has chest pain we will follow prompts to ask the right questions to clarify what is wrong with them and help to categorise the call according to its seriousness. As you build more experience as a call-handler you get to know how to calm callers down. A lot of it is to do with the tone of voice you use, and if people are getting angry if you quieten your voice you find they start to do the same. The calls we get really do vary in one day I had calls including a cardiac arrest, old ladies falling over, a baby who had fallen off a bed, chest pain, difficulty in breathing, and people with back pain. If you need it, there is always help on hand from your colleagues, perhaps if you have dealt with a difficult call. Also, if you are not happy with the way you handled a call you can ask colleagues to listen to the call and they can give you advice and guidance. You never know what the next call is going to be and you have to be ready to deal with anything. That s what I like about it. 7
TRAINING NIAS provides extensive training to ensure that you have the skills, knowledge and confidence to be able to handle 999 calls. Training is modular and you will not move on to the next stage until you have passed written, practical and workplace assessments. Modules covered include; Basic Life Support Cardio pulmonary resuscitation (CPR), Heimlich manoeuvre, automated external defibrillator (AED). C3 Nexus (Computer Aided Dispatch System) which includes emergency, urgent and routine calls, mobile data, status plan management, rest period management, resourcing and mapping. ICCS (Integrated control and command system) Telephony and Digital Trunk Radio system. Caller Management Advanced Medical Priority Dispatch System Course Quality Assurance Control Procedures including Major Incidents, HART (Hazardous Area Response Team) Incidents, Language Interpreting Services. It is a condition of continued employment that students pass all written tests and practical assessments and that AMPDS Certification and First Aid Certification is maintained throughout employment. Corporate Induction The Corporate Induction Programme will change and develop according to corporate, regional and national developments. In general its aim is to welcome new recruits to the Trust and to introduce them to policies and procedures such as Health & Safety, Equality, Diversity & Good Relations, Disability Discrimination Act, Fire Code, Data Protection Act, Records Management, Complaints & Compliments, Freedom of Information, Absence Management, Grievance & Disciplinary etc. Corporate Induction is delivered by Trust Senior Managers and Personnel Officers. 8
RECRUITMENT & SELECTION PROCESS STAGE 1 Ensure application form is submitted as required before the stated closing date Shortlisting Process Completed STAGE 2 Undertake recruitment testing e.g. typing speed and accuracy test STAGE 3 Interview STAGE 4 Health Assessment at Occupational Health Department STAGE 5 Offer of Employment (References will be sought at this stage) IMPORTANT NOTE: APPLICANTS MUST SUCCESSFULLY COMPLETE EACH STAGE OF THE RECRUITMENT AND SELECTION PROCESS TO ENABLE PROGRESSION TOTHE NEXT. FAILURE AT ANY STAGE WILL RESULT IN ELIMINATION FROM THE PROCESS. Applicants must clearly demonstrate on their application form how they meet each criterion. Only information which is contained within the application form will be considered at shortlisting stage. 9
TERMS & CONDITIONS OF EMPLOYMENT POST: Emergency Medical Dispatcher SALARY Band 4 18,838 22,016 + an unsocial hours payment HOURS OF WORK: 37.5 hours per week. Emergency Medical Dispatchers can work a variety of shifts including 12 hour shifts to provide 24 hours a day/ 7 days a week cover for the Control Room. ANNUAL LEAVE: STATUTORY HOLIDAYS: PROBATIONARY PERIOD: 27 days per year on entry to service 29 days per year after 5 years service 33 days per year after 10 years service N.B. A proportion of annual leave will be rostered. 10 days per year. As the Trust provides a 365 days a year service, E.M.D s will be required to work on statutory days and will be recompensed in accordance with the appropriate terms and conditions of the Employment Handbook. The appointment will be subject to confirmation of a successfully completed probationary period of not less than 6 months. PENSION: The Health Service as a voluntary Occupational Pension Scheme. This is referred to as the HSC Pension Scheme, which you may choose to join. It is a contributory scheme to which the employee pays 6% and the employer pays 4%. The post is superannuable unless you choose to opt out. Full details of the Superannuation Scheme detailed in the Scheme Guide, which is issued to all new entrants to the Service. 10
SICKNESS: All employees are subject to the Trust s Occupational Sick Pay Scheme as follows:- An Officer absent from duty owing to his or her illness which term is deemed to include injury to other disability) shall be entitled to receive an allowance in accordance with the following scale: During first year of service During second year of service During third year of service During fourth and fifth years of Service. After five years service One month s full pay and (after completing four months service) two months half pay. Two months full pay and two months half pay. Four months full pay and four months half pay. Four months full pay and five months half pay Six months full pay and six months half pay RETIREMENT: The normal retirement age for employees of the Trust is 65. However, the Age Discrimination legislation makes provision for employees to request to continue working after the age of 65. Details of the procedure for making such a request are available from the Human Resources Department. SMOKING POLICY: The Trust operates a Smokefree Workplace policy and all employees must comply with this. CONFIDENTIALITY: An employee shall not as an employee of the Trust or following the termination of his/her employment with the Trust, disclose other than to an authorised person or in the course of duty, without lawful authority, any matter or information which he/she has obtained or to which he/she has had access owing to his/her official position. In addition, you shall be required to comply with the requirements of the Data Protection Legislation insofar as the Trust is concerned. It should be noted in this connection that any unauthorised disclosure of information covered by the legislation is a criminal offence. 11
TERMS AND CONDITIONS RELATING TO OTHER MATTERS NOT SPECIFICALLY INCLUDED IN THIS STATEMENT ARE SET OUT IN THE RELEVANT TERMS AND CONDITIONS HANDBOOK WE ARE AN EQUAL OPPORTUNTIES EMPLOYER The Trust operates a Smokefree Workplace policy and all staff must comply with this. 12
NOTICE TO APPLICANTS AND REFEREES REHABILITATION OF OFFENDERS (NORTHERN IRELAND) ORDER 1978 & EXCEPTIONS ORDER 1979 The Rehabilitation of Offenders (Northern Ireland) Order 1978 which came into effect on 1 July 1979 allows convicted persons who have not been subsequently reconvicted to be considered as rehabilitated persons and their convictions treated as spent. The general effect of this is that under most circumstances no reference need be made to such a conviction or circumstances relating to it. The Order makes it a criminal offence to disclose information about spent convictions from official records without a valid official reason. A spent conviction cannot normally be used as a reason for refusing to employ someone, or dismissing him / her from employment. It should be noted, however, that if a person is given a sentence of more than 30 months then that conviction can never be spent. A more detailed guide to the Order is available from the Northern Ireland Office. However, a number of exceptions have been made by the Rehabilitation of Offenders (Exceptions) Order 1979 some of which are designed to ensure the protection of certain vulnerable groups of the public in particular circumstances. These exceptions include Health Service employees. Subsequently, Health Service employers in both the public and private sector are entitled to ask an applicant for employment in the Health Service questions relating to the whole of their past particularly where:- (a) (b) the work normally involves direct contact with people who are receiving a Health Service and; the applicant is informed at the time the question is put that any spent convictions are, by virtue of the Exceptions Order, to be disclosed. Health Service employers are therefore able to take into account any previous convictions, whether or not spent under the Order, in considering the eligibility of an applicant for a particular job if patients/clients will be at any risk from the employment of such persons. In view of the foregoing, the following notices are relevant to applicants, referees and members of selection panels:- NOTICE TO APPLICANTS Because of the nature of the work for which you are applying, the post is excepted from the provisions of the 1978 Order. Applicants are, therefore, not entitled to withhold information about convictions which for other purposes are spent under the provisions of the Order. In the event of gaining employment, failure to disclose such convictions could result in disciplinary action by the Trust, which may include dismissal. 13
NOTICE TO REFEREES In order to protect the public, this post is excepted from the provision of (g) of the Rehabilitation of Offenders (Northern Ireland) Order 1978 by virtue of the Rehabilitation of Offenders (Exceptions) Order 1979. It is not therefore in any way contrary to the Act to reveal any information you have concerning convictions which would otherwise be considered as spent in relation to this applications and which you considered relevant to the applicant s suitability for employment. DISCLOSURE OF APPLICANT FORMS AND REFEREE RECORDS All application forms and referee reports will be treated as strictly confidential. However, if in the case of an applicant taking a legal case against the Trust, it may be necessary to disclose information to the parties involved. The documents may also be disclosed to statutory bodies as part of their investigations resulting from claims of discrimination. 14