Emergency Medical Controller (E-Call Taker)

Job Title, Grade Code: Emergency Medical Controller (Emergency Call Taker)

Grade Code: 6455

Remuneration

The Salary scale for the post as at 01/01/2024 is:

€33,825, €35,714, €36,796, €38,002, €39,035, €40,392, €41,757, €43,119, €44,484, €47,063, €48,896 LSI

Salary Scales are updated periodically and the most up to date versions can be found here: https://healthservice.hse.ie/staff/benefits-services/pay/pay-scales.html

Campaign Reference: NRS14281

Closing Date: Monday 13th May 2024 at 3pm

Proposed Interview Date (s)

The recruitment and selection process for this campaign will be managed by the National Recruitment Service and will involve various stages. The stages of this process are as follows: 

Stage 1 – Application Form (www.hse.ie)

Stage 2 – Online Assessments provisionally scheduled to take place W/C 27/05/2024

Stage 3 – Interview provisionally scheduled to take place W/C 24/06/2024

Please note these dates are provisional and are subject to change. For further information on the various stages of the recruitment process for this campaign please refer to Page 2 of the Additional Campaign Information.

Taking up Appointment: A start date will be indicated at job offer stage.

Location of Post:

National Ambulance Service - National Ambulance Service Command & Control Centre

Details of the HSE National Ambulance Structure are provided at:

https://www.nationalambulanceservice.ie/aboutnationalambulanceservice/

Post holders arising from this recruitment campaign will be based in the National Ambulance Service Command & Control Centre in either Ballyshannon, Co Donegal or Tallaght, Co Dublin.

A panel may be created for the National Ambulance Service from which current and future permanent and specified purpose vacancies of full or part time duration may be filled.

Informal Enquiries:

Ken Lyons, General Manager NEOC

Email: ken.lyons@hse.ie

Phone: 0879760013

Details of Service

The role and purpose of the National Ambulance Service is to provide a clinically appropriate and timely pre-hospital patient care and intermediate care service. Pre-hospital emergency care and intermediate care services are provided as an integral part of a continuum of care for patients/clients and there is a requirement to work in partnership with other health care providers in both Scheduled and Unscheduled Healthcare Services.

Purpose of the Post

The Emergency Medical Controller (Emergency Call Taker) post is designed to operate in a communications command and control centre environment in order to control efficiently and effectively the emergency ambulance, intermediate care and first responder services for service users and to cater for the communications needs of the Health Service.

Responsible for the efficient and effective call taking of EMS, ICS and related calls and requests in order to meet service user’s needs in a timely manner and within the framework of policies, procedures and guidelines. Additionally, the Emergency Medical Controller (Emergency Call Taker) will have a key role in the future operation of alternative referral pathways.

The Emergency Medical Controller (Emergency Call Taker) has a key role in delivering an effective response to emergencies within an established set of performance indicator response times. The Emergency Medical Controller (Emergency Call Taker) will play a lead role in improving communication within and externally to the service, by performing their duties in line with the ethos of customer/client service.

Principal Duties and Responsibilities

Service Delivery and Performance

§  Ensure that all requests for EMS and ICS are dealt with appropriately with particular emphasis on “can do” approach ensuring the best outcomes for all patients and clients.

• Achieve emergency activation and response time’s standards.
• In line with the PHECC EMS Dispatch Standard, comply with all call categorisation as determined by a Medical Priority Dispatch System.
• Provide appropriate pre arrival and post-dispatch instructions in response to AS1 calls in a prompt and timely manner.
• Ensure compliance with AQUA Audit on personal and centre performance.
• Ensure compliance with Standard Operating Procedures and foster good working relationships within the Control Centre.
• Operate alternative referral pathway systems focused on providing a more appropriate service to patients other than an ambulance or attendance at an Emergency Dept.
• Be responsible for the effective and efficient pre planning of routine patient transport work and associated transport schedules.
• Operate such communication facilities as are required in order to achieve the job objective.
• Maintain control over the communications networks.
• Liaise with non-health service agencies as required.
• Deputise for an Emergency Medical Dispatcher as required and where trained to do so.
• Operate the telephone and Group Text Systems.
• Report unusual incidents and equipment faults to the Control Supervisor or Control Manager and where applicable arrange repair.
• Be courteous and attentive to service user needs.
• Undergo prescribed training (systems/communications) courses as is necessary to maintain and improve professional skills.
• Carry and operate communications/paging/mobile/telephone and visual (CCT etc.) equipment as may be required.
• May be required to carry out the duties of a Dispatcher or Control Supervisor in an “acting up” capacity.

Promote Personal Health & Wellbeing

• In the context of delivering high quality services to patients/clients, maintain a level of fitness and personal development as appropriate to the role.
• Be aware of own stress levels and seek appropriate support.
• Ensure there is no smoking in the workplace.
• Be proactive in the community to identify risk, to reduce deaths and injuries.
• Deliver appropriate safety messages to those groups most at risk.
• Wear such uniforms and/or protective clothing as deemed necessary for the performance of his/her duties. 

Promote Safety, Health & Welfare At Work

• Identify and report actual or potential hazards/risks in the work environment in accordance with the Health Service Executive Ambulance Service Safety Statement / deal with them appropriately.
• Take immediate action to minimise risks where it is reasonably practicable to do so.
• Operate equipment in accordance with Standard Operating Procedures and manufacturer’s instructions.
• Maintain the NAS standards of cleanliness.
• Be personally responsible for not undertaking any task or action which would knowingly cause risk to self, others, or to the Health Service Executive National Ambulance Service.
• As far as is reasonably practicable attempt to prevent other people from undertaking tasks or actions which would knowingly cause risk to themselves, others, or to the Health Service Executive National Ambulance Service.
• Participate in briefing/training sessions and carry out any agreed control measures and duties as instructed.
• Comply with all Health and Safety guidelines and be familiar with Safety Statements and Site Specific Statements.
• Report all accidents immediately in line with the Safety, Health and Welfare at Work Act, 2005 and comply with all safety regulations
• In line with the Public Health (Tobacco) Acts 2002 & 2004, smoking within buildings and vehicles of the Health Service Executive is not permitted.

Administrative Responsibilities (Including Managing Resources & Information)

• Record details and maintain records of duty hours in accordance with service procedures.
• Maintain and submit records as required by a designated Supervisor.
• Co-operate with and be familiar with all management procedures in relation to discipline, industrial relations agreements, rosters, training, leave and grievance.
• Take responsibility for ensuring operational equipment is ready for use.
• Access and record information using computerised systems.
• Undertake paperwork, such as recording routine tests on pieces of equipment.
• Maintain confidentiality of patient identifiable personal data using a non-identifiable alternative, where practicable, and limiting access on a strictly need to know basis.
• Use and ensure use of all the NAS technology to its full potential, regardless of function, within the Control Centre setting.
• Identify how systems/procedures/protocols/guidelines can be improved, through technology or “smarter” working practices, to improve the delivery of service.
• Maintain all appropriate archived data and voice recordings in line with the Policy - Records Management.
• Ensure all disseminated revised documentation is circulated to all relevant staff, is signed for and that acknowledgment of such actions are documented and returned to the relevant Control Manager.
• Provide information for the validation of Paramedic overtime payroll claims.
• If required to do so, extrapolate, collate, present and circulate regular daily reports on ambulance activation and response time standards, and such other statistics and administration information as may be required from time to time. Such reports may be required to be uploaded to web based systems in the future. 

Tours of Duty

• Be prepared to work to agreed rosters, carry out the duties of an Emergency Medical Controller and be available for duty outside of normal rostered hours as and when the need may arise.
• Foster good working relationships within the Control Centre.
• Report to an Emergency Medical Dispatcher, Control Supervisor or Control Manager as designated by the National Control Operations Manager.
• Comply with all present and future Standard Operating Procedures including Clinical, Operational and Control related.
• Accept responsibility for security of the Control Centre and equipment where appropriate.

Development, Education & Training

• Be prepared to undertake continuous professional development opportunities.
• Identify developmental opportunities within the work context and take part in activities, which lead to personal and professional development.
• Mentor Emergency Medical Controller Trainees and foster an atmosphere of learning by example.
• Undergo such training as may be prescribed by the National Ambulance Service for both organisational and individual development including any training to achieve certification with PHECC.
• Attend supervision, appraisal and performance review sessions with Control Supervisors or Control Managers or Operations Resource Managers as required. 

Other Requirements of the Post

• Have a working knowledge of HIQA Standards as they apply to the role for example, Standards for Healthcare, National Key Performance Indicators for Pre Hospital Emergency Care, etc. and comply with associated HSE protocols for implementing and maintaining these standards as appropriate to the role.
• Adequately identifies, assesses, manages and monitors risk within their area of responsibility.
• Other tasks reasonably and normally incidental to the post are set out in the Health Service Executive National Ambulance Service Policies, Training, Operational and Health and Safety instructions, Standard Operating Procedures, Code of Conduct and general information circulars.
• You will be required to have a mobile telephone or approved item of communications equipment for urgent or necessary calls/contact during and outside working hours.
• Any other duties which may be assigned from time to time by the National Control Operations Manager or designated alternate.
• Support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.

The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office.

Tenure

The current vacancies will be full time and permanent (upon successful completion of training) across Ballyshannon and Tallaght location.

The post is pensionable. A panel may be created from which permanent and specified purpose vacancies of full or part time duration may be filled. The tenure of these posts will be indicated at “expression of interest” stage.

Appointment as an employee of the Health Service Executive is governed by the Health Act 2004 and the Public Service Management (Recruitment and Appointments) Act 2004 and Public Service Management (Recruitment and Appointments) Amendment Act 2013.

Remuneration

The Salary scale for the post as at 01/01/2024 is:

€33,825, €35,714, €36,796, €38,002, €39,035, €40,392, €41,757, €43,119, €44,484, €47,063, €48,896 LSI

New appointees to any grade start at the minimum point of the scale. Incremental credit will be applied for recognised relevant service in Ireland and abroad (Department of Health Circular 2/2011). Incremental credit is normally granted on appointment, in respect of previous experience in the Civil Service, Local Authorities, Health Service and other Public Service Bodies and Statutory Agencies.

Working Week

The standard working week applying to the post is to be confirmed at Job Offer stage.

Annual Leave

The annual leave associated with the post will be confirmed at Job Offer stage.

 Health & Safety

It is the responsibility of line managers to ensure that the management of safety, health and welfare is successfully integrated into all activities undertaken within their area of responsibility, so far as is reasonably practicable. Line managers are named and roles and responsibilities detailed in the relevant Site Specific Safety Statement (SSSS).

Key responsibilities include:

•        Developing a SSSS for the department/service[1], as applicable, based on the identification of hazards and the assessment of risks, and reviewing/updating same on a regular basis (at least annually) and in the event of any significant change in the work activity or place of work.

•        Ensuring that Occupational Safety and Health (OSH) is integrated into day-to-day business, providing Systems Of Work (SOW) that are planned, organised, performed, maintained, and revised as appropriate, and ensuring that all safety related records are maintained and available for inspection.

•        Consulting and communicating with staff and safety representatives on OSH matters.

•        Ensuring a training needs assessment (TNA) is undertaken for employees, facilitating their attendance at statutory OSH training, and ensuring records are maintained for each employee.

•        Ensuring that all incidents occurring within the relevant department/service are appropriately managed and investigated in accordance with HSE procedures[2].

•        Seeking advice from health and safety professionals through the National Health and Safety Function Helpdesk as appropriate.

•        Reviewing the health and safety performance of the ward/department/service and staff through, respectively, local audit and performance achievement meetings for example. 

Note: Detailed roles and responsibilities of Line Managers are outlined in local SSSS.

[1]A template SSSS and guidelines are available on writing your site or service safety statement.

2 Structures and processes for effective incident management and review of incidents.

The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office.