Emergency medical dispatcher
Emergency medical dispatchers answer calls from the public and GPs, requesting an ambulance.
What you'll do
Day-to-day tasks
As an emergency medical dispatcher, you could:
- respond to emergency calls and online requests for help
- collect details of what's happened, the patient's condition and their location
- reassure the caller and keep them calm
- give first aid advice to people facing life-threatening situations
- decide which crew and vehicles to dispatch based on the situation
- contact the vehicle crew and pass on essential information
- update computer records for each incident, as more details come in
Working environment
You could work in a control room.
Your working environment may be emotionally demanding.
You may need to wear a uniform.
Career path and progression
With experience, you could become a team leader or control room superintendent.
You could also do further training to become an emergency care assistant, paramedic or training officer.
You could use your skills to work as a call handler-dispatcher for other emergency services, such as the fire or police service.
What it takes
Skills and knowledge
You'll need:
- customer service skills
- to be thorough and pay attention to detail
- excellent verbal communication skills
- patience and the ability to remain calm in stressful situations
- sensitivity and understanding
- the ability to think clearly using logic and reasoning
- knowledge of public safety and security
- administration skills
- to be able to use a computer and the main software packages competently
Restrictions and Requirements
You'll need to:
- be over 18 years of age
- pass background checks
How to become
You can get into this job through:
- a college course
- an apprenticeship
- working towards this role
- applying directly
You could do a college course to improve your IT skills or complete a qualification in customer service. These skills are important in this job.
Courses are widely available and include:
- customer service
- contact centre operations
- International Computer Driving Licence (ICDL)
Entry requirements
There are no set entry requirements for this route.
More Information
You could apply to do an Emergency Contact Handler Level 3 Advanced Apprenticeship.
This takes around 1 year to complete and combines on-the-job training with learning off site.
Entry requirements
Employers will set their own entry requirements.
More Information
You could join an ambulance service and work as a patient transport service (PTS) call handler. They organise non-emergency patient transfers to and from healthcare appointments.
Learn more about the role of patient transport service (PTS) call handlers from Health Careers.
You might then move into an emergency medical dispatcher role through training and promotion.
You'll find it helpful to have some healthcare experience before applying for a job.
You could:
- get advice about volunteering in the NHS
- do first aid work with the British Red Cross or St John Ambulance
- find volunteering opportunities through The National Council for Voluntary Organisations (NCVO) and Do IT
You can apply directly to your local ambulance service for jobs.
Each service sets their own entry requirements, but it could help your application if you have:
- GCSEs grade 9 to 4 (A* to C) in English, maths and science
- experience in customer service, like a call centre operator
- map reading skills and knowledge of local geography
- an understanding of medical terminology
- a recognised and current first aid qualification
Career tips
You'll be expected to understand how the NHS values would apply to your work.
Further information
You can find out more about how to become an emergency medical dispatcher from Health Careers.
Related videos
Suggested videos
Coffee With is in early release mode with a limited number of videos. New videos are being added every week, so please check back for updates.
External links
This page contains public sector information licensed under the Open Government Licence v3.0.