EOC Dispatcher

Relay EMS; Gqeberha; On-site; ZAR 240,000 - 300,000; Full time

Job summary

Relay EMS seeks an experienced Emergency Operations Center (EOC) dispatcher to receive incoming emergency calls and dispatch the nearest appropriate ambulance. The role requires strong EOC experience, excellent communication, and the ability to work under high pressure while coordinating with hospital staff and field units.

Responsibilities include caller interrogation, real-time updates to dispatched units, accurate vehicle pinning, and maintaining QA standards.

Qualifications

• Must have EOC experience.
• Matric certificate or equivalent qualification.
• Basic Life Support (BLS) qualification or First Aid Level 3 would be advantageous.
• Excellent telephone/radio, computer and listening skills.
• Good communication skills, with clear pronunciation.
• Good judgment and communication skills with colleagues and hospital staff.
• Should be able to interact with people in various emotional states.
• Ability to work efficiently under pressured circumstances.
• Ability to record and process information accurately using computer skills.
• Must be able to effectively read maps and be familiar with surrounding areas.

Responsibilities

• Incoming caller interrogation and information gathering.
• Maintain constant communication with dispatched units and update on patient condition.
• Dispatches closest most appropriate ambulance to scene.
• Accurate vehicle pinning via vehicle tracking programme.
• Ensure authorization is completed within timeframes.
• Meet call answering targets and accuracy of information.
• Provide professional, courteous and empathetic service to callers.

Skills

EOC experience

Matric

BLS qualification

Phone/Radio communication

Clear pronunciation

Teamwork

Computer literacy

Maps reading

Attention to detail

English experience

Education

Matric/Equivalent

Tools

Data entry

Word processing

Email

Google Earth

Job description

Job Purpose:

Under the direct Supervision of the EOC Team Leader and EOC Manager, the EOC receives incoming emergency calls and dispatches the nearest most appropriate ambulance to the scene.

Job Requirements

• Must have EOC experience.
• Matric certificate or equivalent qualification.
• Basic Life Support (BLS) qualification or First Aid Level 3 would be advantageous.
• Excellent telephone/radio, computer and listening skills.
• Good communication skills, with clear pronunciation.
• Good judgment and communication skills with colleagues and hospital staff.
• Should be able to interact with people in various emotional states.
• Ability to work efficiently under pressured circumstances.
• Ability to record and process information accurately using computer skills.
• Must be able to effectively read maps and be familiar with surrounding areas.
• Ability to work as part of a team.
• Effective verbal and written communication skills.
• Effective computer typing skills as needed for work (e.g., Data Entry, Word processing, Email, Google Earth).
• Ability to organize and coordinate work.
• Ability to focus and maintain concentration for extended periods of time.
• Ability to read, write, speak, and understand English, Xhosa would be advantageous.
• Ability to accept constructive feedback regarding work performance.
• A suitable candidate should have the ability to work under high-performance pressure with exceptional multitasking skills.
• Must have active listening skills and attention to detail.

Key Performance Areas:

1. INCOMING CALLS
1.1 Caller interrogation and on-scene information gathering.
1.2 Assist with ambulance related queries telephonically.
1.3 Maintain constant communication with dispatched units and update them on patients’ condition.
1.4 Obtain accurate ambulance booking details.

2. AMBULANCE DISPATCH
2.1 Dispatches closest most appropriate ambulance to scene of incident.
2.2 Accurate vehicle pinning via vehicle tracking programme.
2.3 Clear radio communications.
2.4 Multitasking vehicle dispatch as well as vehicle whereabout updates.

3. AUTHORISATION PROCESS
3.1 Ensure the authorization is completed within stipulated timeframes.
3.2 Ensure correct authorization protocols are followed to avoid nonpayment from Funders.
3.3 Save proof of submissions to the allocated folders.

4. INTER HOSPITAL TRANSFERS (IHT)
4.1 Ensure all Inter Hospital Transf…

5. QUALITY ASSURANCE
5.1 Meet call answering targets (e.g., answer 95% of calls within 3 rings).
5.2 Ensure all call information is captured accurately and completely.
5.3 Maintain dispatch accuracy and minimize dispatch errors.
5.4 Monitor own work quality and correct errors identified by QA.
5.5 Participate in monthly quality reviews and training.

6. CUSTOMER SERVICE
6.1 Provide professional, courteous and empathetic service to callers.
6.2 Handle complaints professionally and escal…
6.3 Maintain a calm and reassuring manner during emergency incidents.
6.4 Ensure regular communication with clients, patients, medical aids and healthcare facilities.

COMPLIANCE

7.1 Maintain confidentiality of all patient and company information.
7.2 Adhere to POPIA and company information security policies.
7.3 Follow all company SOPs and operational procedures.
7.4 Ensure accurate record keeping and document retention.

Please note this is not an exhaustive list of job responsibilities.

A great job opportunity awaits!

Kindly note, we reserve the right not to appoint any of the applicants for this position. If you do not receive a response within 4 weeks of applying, please consider your application unsuccessful.