EPWP: EMS Call-Takers and Dispatcher at Limpopo Department of Health

Qualifications and Competencies

• A minimum of Grade 12 certificate or equivalent qualification at NQF level 4.
• Basic Ambulance Assistant (BAA) certificate.
• Current registration with HPCSA as BAA.
• Computer literacy

Knowledge and Skills

• Knowledge of Basic Life Support (BLS)
• Understanding of Emergency Medical Services (EMS) operations and its line of business.
• Good verbal and written communication skills.
• Understanding of customer care principles and professional telephone etiquette.
• Multitasking, and time management skills.
• Coordination and teamwork.
• Language and communication proficiency in English and at least other local languages.

KEY PERFORMANCE AREAS:

• Ensure compliance with all policies, standard operating procedures, and communication protocols of the Department of Health and Limpopo EMS.
• Answer all incoming emergency and non-emergency calls promptly, politely, and professionally.
• Ensure accurate gathering of caller and patient information, including location, nature of emergency, and contact details, in line with EMS and HPCSA procedures.
• Dispatch calls timeously to the relevant EMS resources and ensure appropriate prioritization of cases in accordance with established response guidelines.
• Maintain a high standard of communication etiquette with callers, patients, colleagues, and other emergency service stakeholders.
• Provide pre-arrival instructions and reassurance to callers where necessary, ensuring calm and effective communication during emergencies.
• Accurately log, document, and update call details into the Computer-Aided Dispatch (CAD) system.
• Undertake any other duties allocated by management to support efficient operations of the EMS Communication Centre.
• Ensure the Communication Centre environment is compliant with EMS regulations, including confidentiality, data protection, and professional conduct standards.