Emergency Dispatch Quality Specialist (INTERNAL)

SWAST; Exeter; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

NHS Salary

37.5-hour week

Holiday entitlement 27-33 days

Pay enhancements for out of hours

Generous Pension Scheme

Career progression

Car leasing scheme

Free parking

Cycle-to-work

Staff networks

Discounts

Job summary

South Western Ambulance Service NHS Foundation Trust is seeking an Emergency Dispatch Quality Specialist (Internal) to join the EMD Quality team on secondment. The role focuses on thorough case reviews of emergency and urgent calls, using IAED standards, with feedback to EMDs and quarterly Quality sessions.

Successful candidates will collaborate with EMD Leads and the wider EMDQ team, providing coaching and sustaining high compliance.

Qualifications

• GCSE Maths and English at grade C or equivalent.
• Current EMD certification and EMD-Q certification or willingness to undertake.
• Experience as a certified EMD with good case review compliance.

Responsibilities

• Carry out case reviews of Emergency and Urgent telephone calls taken and/or made by EMDs within the EOCs.
• Provide strength-based feedback to individual EMDs based on case reviews and share trends during Quality Sessions.
• Support and coaching to EMDs, identify training needs, and assist Leads with developing EMD practice.

Education

GCSE in Maths and English Grade C or equivalent

Current EMD certification

Current EMD-Q certification

Mentor or training qualification

Job description

South Western Ambulance Service NHS Foundation Trust

Emergency Dispatch Quality Specialist (INTERNAL)

The closing date is 01 November 2026

An opportunity has arisen for secondment positions within the EMD Quality team as an Emergency Dispatch Quality Specialist.

The successful candidate will be responsible for carrying out case reviews on emergency and urgent calls taken within the EOCs, using IAED Performance Standards, and in line with SWAST EMD Quality Assurance and Improvement Policy.

The successful candidate will provide feedback to EMDs on the outcomes of case reviews, celebrating areas of best practice while identifying and supporting learning opportunities. They will also present trends and scores during quarterly Quality Support Sessions. Feedback will be delivered through a variety of platforms, including face‑to‑face meetings, MS Teams, and email.

The successful candidate will also be expected to work closely with the EMD Quality and Profession Development Leads, the wider EMDQ team members, EMD TLs, and other EOC staff, to provide support and coaching to EMDs as required.

The successful candidate will carry out the full range of EMD duties as and when required by the operational demands of the EOC.

Applicants must have a current MPDS Certification and be willing to undertake and be successful in the MPDS EMD-Q training. Applicants should be able to demonstrate a consistently good case review compliance. Any experience as a mentor, floor walker or Lead EMD or holding a current MPDS EMD-Q certification would be desirable.

Main duties of the job

Reporting to the EMD Quality and Professional Development Lead(s), the Emergency Dispatch Quality Specialist's role is to complete case reviews of Emergency and Urgent telephone calls taken and/or made by EMDs within the EOCs.

In conjunction with EMD Team Leaders and EMD Quality and Professional Development Leads, the Emergency Dispatch Quality Specialist is responsible for supporting all EMDs, including trainee EMDs.

The Emergency Medical Dispatch Quality Specialists will have responsibility for identifying individual EMD training and development needs through individual and Trust performance monitoring, and will assist the EMD Quality and Professional Development Leads to identify wider themes and trends.

The Emergency Medical Dispatch Quality Specialist is responsible for providing strength-based feedback, both written and verbal, to individual EMDs based on their case reviews.

The Emergency Medical Dispatch Quality Specialist has responsibility for ensuring accurate documentation of case review outcomes and to complete administration in line with policy, maintaining department files and databases.

The Emergency Dispatch Quality Specialist will assist the EMD Quality and Professional Development Leads by providing training and support aimed at developing and improving the quality of EMD practice.

About us

Working for us is an experience like no other. We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England of 10,000 square miles and responding to an average of 2,650 incidents every day.

We remain committed to ensuring that we provide the best possible care for all our patients, which is reflected in our new five-year strategy which has continually improving patient care at its very core.

At the heart of our beautiful and diverse region we employ over 6000 people and are supported by over 575 volunteers.

If you embody our values of one team, compassionate and innovative and are looking to make a real difference to peoples' lives, then we would love to hear from you.

In return we will equip you with the skills, resources and development you need to thrive in your role.

You will have opportunities to progress to roles at a higher pay grade and enjoy continuous professional development.

Benefits

• Competitive NHS salary
• A standard working week of 37.5 hours
• Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years
• Pay enhancements for out of hours, shift and overtime working
• Generous Pension Scheme
• Career and salary progression
• Car leasing scheme
• Free parking across Trust sites
• Cycle-to-work and other salary sacrifice schemes
• Staff networks
• Access to a wide range of discounts from various organisations across the UK

Job description

Job responsibilities

For further information about this role please see the attached job description and person specification.

Alternative formats of our vacancies are available upon request to [e-mail] . Accessibility statement available upon request.

PLEASE NOTE: Internal candidates are asked to seek approval from their current SWASFT line manager prior to applying for this secondment opportunity.

Right to work / Certificate of sponsorship

This role does not meet the criteria for Skilled Worker visa sponsorship under current Home Office regulations. You must have the existing right to work in the UK to be considered for this position.

For further information on visa sponsorship and eligibility, please refer to the UK Government guidance on Skilled Worker visas: www.gov.uk/skilled-worker-visa

Person Specification

Education and qualifications

Essential

• GCSE in Maths and English Grade C or equivalent
• Current EMD certification
• Current EMD-Q certification or willingness to undertake and achieve and maintain qualification

Desirable

• Mentor or training qualification

Previous experience (Paid/ Unpaid relevant to job

Essential

• Experience as a certified EMD with excellent Case Review compliancy levels.
• Ability to demonstrate competence and credibility as an EMD through current practice
• Previous employment within an MPDS accredited emergency operations centre/control room

Desirable

• Recent (within last 6 months) experience as a certified EMD-Q.
• Previous mentoring experience

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

South Western Ambulance Service NHS Foundation Trust

Address

Exeter EOC & Bristol EOC

South Western Ambulance Service, Abbey Court, Eagle Way

Exeter

EX2 7HY

United Kingdom

Employer's website

https://www.swast.nhs.uk (Opens in a new tab)

South Western Ambulance Service, Abbey Court, Eagle Way