Dispatcher - Secondment

An exciting opportunity has become available for a Dispatchers at our Staffordshire Emergency Operations Centre on secondment

You will be the first point of contact for anyone who requires

an emergency vehicle. Responsible for

the receipt and processing incoming and outgoing emergency, doctors urgent

removals and general enquiry calls from the general public, medical staff,

emergency services and other professional bodies who require an emergency

ambulance, advice or information

Applicants must hold a minimum of 5 GCSEs at Grade C/4 or above to include English (or equivalent) along with completion of 12 months within EOC.

Please note, artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting ideas and experiences of others or generated by AI as your own) applications may be withdrawn.

Main duties of the job

West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed.

Each person plays a vital part to ensuring our organisation meets the differing needs of our communities ultimately enabling us to save lives. We acknowledge that a workforce that reflects the communities that it serves provide better patient care and we are therefore looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference to our patients.

About us

If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both

Where a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check.

The cost of an enhanced check is £55.76 and is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.

We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.

We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues.

Details

Date posted

05 October 2026

Pay scheme

Agenda for change

Band

Band 4

Salary

£28,392 to £31,157 a year

plus the relevant unsocial hours allowance

Contract

Secondment

Duration

12 months

Working pattern

Full-time

Reference number

C9217-115-26-27

Job locations

Tollgate EOC

Tollgate Drive, Tollgate

Tollgate Industrial Estate

Stafford

ST16 3HS

United Kingdom

Job responsibilities

Responsible for monitoring and

allocating incoming emergency, urgent and non-urgent calls simultaneously

operating the telephony, radio, mobile data, mapping, computer aided despatch

and prioritisation systems.

Prioritise incident category accurately

and allocate relevant resources promptly and within service standard

Responsible for the receipt and

processing of emergency 999 calls from the general public. Analysing a patients condition and

situation to obtain an appropriate AMPDS category and relevant ambulance

response determinant code.

Responsible for the receipt and

processing emergency 999 response calls from other emergency services, medical

staff and other professional bodies. Processing the calls under appropriate

AMPDS category and protocols to obtain the correct ambulance response

determinant.

Responsible for the receipt, processing

and taking necessary action for misdirected calls from the operator for other

emergency services or for third party callers who require an ambulance in

another area.

Responsible for the receipt and

processing specialised emergency calls such as: Birmingham International

Airport, Air Operations, Prison, bomb incidents, police RVP, chemical incidents

and a major incident.

While processing a 999 call responsible

to assess a patients condition while they wait for an ambulance, giving life

saving first aid advice and adjusting advice when necessary. Advice given includes: CPR (cardiac

pulmonary resuscitation), childbirth, haemorrhage control, airway maintenance,

choking, convulsion, burns and amputations.

While processing a 999 call, responsible

to identify any scene safety issues and take appropriate action in cases of

entrapments, assaults, chemical incidents, industrial incidents, violent,

intoxicated and psychiatric patients. To reassure patients who have mental

health problems or who are vulnerable.

To update controller and ambulance crews with relevant changes.

Processing requests for an emergency

ambulance by operating a computerised system and in the event of computer

failure a manual system using operational and AMPDS guidelines.

To set-up and operate the MEOC at the

scene of a major incident such as aeroplane crash.

To operate the alternative control room

as well as the existing control room in the event of computer and telephone

failure.

To set-up and operate the football

control rooms.

Responsible for the receipt and

processing routine urgent removal calls from medically trained staff and social

workers. To arrange ambulance transport

using working practices, hospital contracts and procedure guidelines for

hospital admissions, hospital transfers, neonatal transfers, hospice admissions

and discharges, final journey discharges, mental health admissions and patient

transport services. To triage doctors admissions and upgrade life threatening

conditions. To refer non-routine

requests to the supervisor or Duty Officer.

Responsible for the receipt and

processing general enquiry calls from the general public, ambulance crews,

other emergency services, medical staff and other professional bodies. To process these calls using set protocols

and working practices. These calls

include: doctor visits; patients death confirmation details; case enquires;

request from police for 999 tapes; liasing between ambulance crews and the

controller; answering press enquiries.

Referring non-routine enquires to the Supervisor, Press Officer,

Logistics Manager and Duty Officer.

Responsible for making outbound calls to

other professional and the general public adhering to working practices and

protocols. These include: re-contacting

999 callers to check on a patients address and condition; contacting relatives

with sensitive information; querying other professionals; alerting hospitals;

arranging breakdown recovery for ambulances; out of hours mortuary; information

from poison control; midwifes for home birth; reporting incidents to other emergency

services; contacting telephone service providers; and paging medics.

Radio operator using a hand held or foot

pedal radio system liasing between the divisional controller and ambulance

crews, responders, Officers and medics while they are in receipt of a

radio. While operating the radio

responsible for dispatching work to crews; continually listening and monitoring

crews; communicating controllers instructions by voice; sending and receiving

data message via computer and satellite system; answering crew enquires;

monitoring and updating ambulance location on computer; and updating case notes

on behalf of crews and controller.

Dispatcher for divisional controller

responsible for monitoring crew manning and skill levels, keeping up to date

manual rota and computer crew information, answering crew enquiries, allocating

crew breaks and responding police or fire service to relevant cases. Liasing between divisional controller and

crews. Dispatching cases to crews on

station via telephone and computerised system.

Responsible for controlling the High

Dependency Unit (HDU) desk, doctors urgent removal work and over 12 urgent

removal ambulance crews from West Midlands Ambulance Service, St Johns and Red

Cross. Duties include: monitoring urgent removal work and prioritising work

where necessary; planning work and allocating it to appropriate crew; checking

crew manning and skill levels, keeping up to date manual and computer crew

information, liasing with divisional controller for assistance of emergency

vehicles; crew breaks and answering crew enquires.

Assist in coaching and monitoring new

trainee EMDs while they learn to take 999 calls, operate radio and dispatch

position.

Attend any training courses, which are

required for the job. To undertake

ongoing training and development to supervisor, responder desk and divisional

controller. To keep up to date with

changing procedures and protocols.

Plan and organise work across a broad

range of complex activities (e.g meal break management) to minimise resource

down time and operational extended overtime due to late finishes whilst

maintaining effective strategic cover

If necessary appear in court and give

evidence about a taken 999 telephone call.

Demonstrating own duties to

visitors. Represent the West Midlands

Ambulance service in mock exercises and demonstrations.

Participate in trials relating to the

job when necessary.

Adheres to Data Protection Act,

Caldicott Guidelines, Health and Safety, Quality Management Systems and West

Midlands Ambulance Service NHS code of conduct and general procedures.

Identifies and reports IT related

problems on computer software and workstations.

Once qualified provide cover for the supervisors

position during breaks and unexpected absence

Job responsibilities

Responsible for monitoring and

allocating incoming emergency, urgent and non-urgent calls simultaneously

operating the telephony, radio, mobile data, mapping, computer aided despatch

and prioritisation systems.

Prioritise incident category accurately

and allocate relevant resources promptly and within service standard

Responsible for the receipt and

processing of emergency 999 calls from the general public. Analysing a patients condition and

situation to obtain an appropriate AMPDS category and relevant ambulance

response determinant code.

Responsible for the receipt and

processing emergency 999 response calls from other emergency services, medical

staff and other professional bodies. Processing the calls under appropriate

AMPDS category and protocols to obtain the correct ambulance response

determinant.

Responsible for the receipt, processing

and taking necessary action for misdirected calls from the operator for other

emergency services or for third party callers who require an ambulance in

another area.

Responsible for the receipt and

processing specialised emergency calls such as: Birmingham International

Airport, Air Operations, Prison, bomb incidents, police RVP, chemical incidents

and a major incident.

While processing a 999 call responsible

to assess a patients condition while they wait for an ambulance, giving life

saving first aid advice and adjusting advice when necessary. Advice given includes: CPR (cardiac

pulmonary resuscitation), childbirth, haemorrhage control, airway maintenance,

choking, convulsion, burns and amputations.

While processing a 999 call, responsible

to identify any scene safety issues and take appropriate action in cases of

entrapments, assaults, chemical incidents, industrial incidents, violent,

intoxicated and psychiatric patients. To reassure patients who have mental

health problems or who are vulnerable.

To update controller and ambulance crews with relevant changes.

Processing requests for an emergency

ambulance by operating a computerised system and in the event of computer

failure a manual system using operational and AMPDS guidelines.

To set-up and operate the MEOC at the

scene of a major incident such as aeroplane crash.

To operate the alternative control room

as well as the existing control room in the event of computer and telephone

failure.

To set-up and operate the football

control rooms.

Responsible for the receipt and

processing routine urgent removal calls from medically trained staff and social

workers. To arrange ambulance transport

using working practices, hospital contracts and procedure guidelines for

hospital admissions, hospital transfers, neonatal transfers, hospice admissions

and discharges, final journey discharges, mental health admissions and patient

transport services. To triage doctors admissions and upgrade life threatening

conditions. To refer non-routine

requests to the supervisor or Duty Officer.

Responsible for the receipt and

processing general enquiry calls from the general public, ambulance crews,

other emergency services, medical staff and other professional bodies. To process these calls using set protocols

and working practices. These calls

include: doctor visits; patients death confirmation details; case enquires;

request from police for 999 tapes; liasing between ambulance crews and the

controller; answering press enquiries.

Referring non-routine enquires to the Supervisor, Press Officer,

Logistics Manager and Duty Officer.

Responsible for making outbound calls to

other professional and the general public adhering to working practices and

protocols. These include: re-contacting

999 callers to check on a patients address and condition; contacting relatives

with sensitive information; querying other professionals; alerting hospitals;

arranging breakdown recovery for ambulances; out of hours mortuary; information

from poison control; midwifes for home birth; reporting incidents to other emergency

services; contacting telephone service providers; and paging medics.

Radio operator using a hand held or foot

pedal radio system liasing between the divisional controller and ambulance

crews, responders, Officers and medics while they are in receipt of a

radio. While operating the radio

responsible for dispatching work to crews; continually listening and monitoring

crews; communicating controllers instructions by voice; sending and receiving

data message via computer and satellite system; answering crew enquires;

monitoring and updating ambulance location on computer; and updating case notes

on behalf of crews and controller.

Dispatcher for divisional controller

responsible for monitoring crew manning and skill levels, keeping up to date

manual rota and computer crew information, answering crew enquiries, allocating

crew breaks and responding police or fire service to relevant cases. Liasing between divisional controller and

crews. Dispatching cases to crews on

station via telephone and computerised system.

Responsible for controlling the High

Dependency Unit (HDU) desk, doctors urgent removal work and over 12 urgent

removal ambulance crews from West Midlands Ambulance Service, St Johns and Red

Cross. Duties include: monitoring urgent removal work and prioritising work

where necessary; planning work and allocating it to appropriate crew; checking

crew manning and skill levels, keeping up to date manual and computer crew

information, liasing with divisional controller for assistance of emergency

vehicles; crew breaks and answering crew enquires.

Assist in coaching and monitoring new

trainee EMDs while they learn to take 999 calls, operate radio and dispatch

position.

Attend any training courses, which are

required for the job. To undertake

ongoing training and development to supervisor, responder desk and divisional

controller. To keep up to date with

changing procedures and protocols.

Plan and organise work across a broad

range of complex activities (e.g meal break management) to minimise resource

down time and operational extended overtime due to late finishes whilst

maintaining effective strategic cover

If necessary appear in court and give

evidence about a taken 999 telephone call.

Demonstrating own duties to

visitors. Represent the West Midlands

Ambulance service in mock exercises and demonstrations.

Participate in trials relating to the

job when necessary.

Adheres to Data Protection Act,

Caldicott Guidelines, Health and Safety, Quality Management Systems and West

Midlands Ambulance Service NHS code of conduct and general procedures.

Identifies and reports IT related

problems on computer software and workstations.

Once qualified provide cover for the supervisors

position during breaks and unexpected absence

Person Specification

Qualifications

Essential

• Minimum of 5 GCSEs at Grade C or above (including English) or equivalent
• Completed 12 month trainee contract
• NHS Pathways
• Basic life Support Certificate retaken every year
• Completion of in-house Doctors and General Enquiry Module (written and live assessments)
• Completion of in-house Radio and Dispatch Module (written and live assessments)
• Completion of in-house Emergency 999 call taking Module (written and live assessments)
• Maintaining a Continual Professional Development folder.
• 95% or above compliance scores on 999 calls

Skills and Knowledge

Essential

• Knowledge of strict working practices and protocols of taking 999 calls, doctors urgent and general enquiry calls.
• Understanding of role and responsibilities of the post
• Understanding of different areas of medicine, basic anatomy, recognition of life threatening medical conditions
• Knowledge of the local geographical area

Person Specification

Qualifications

Essential

• Minimum of 5 GCSEs at Grade C or above (including English) or equivalent
• Completed 12 month trainee contract
• NHS Pathways
• Basic life Support Certificate retaken every year
• Completion of in-house Doctors and General Enquiry Module (written and live assessments)
• Completion of in-house Radio and Dispatch Module (written and live assessments)
• Completion of in-house Emergency 999 call taking Module (written and live assessments)
• Maintaining a Continual Professional Development folder.
• 95% or above compliance scores on 999 calls

Skills and Knowledge

Essential

• Knowledge of strict working practices and protocols of taking 999 calls, doctors urgent and general enquiry calls.
• Understanding of role and responsibilities of the post
• Understanding of different areas of medicine, basic anatomy, recognition of life threatening medical conditions
• Knowledge of the local geographical area

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

West Midlands Ambulance Service University NHS Foundation Trust

Address

Tollgate EOC

Tollgate Drive, Tollgate

Tollgate Industrial Estate

Stafford

ST16 3HS

United Kingdom

Employer's website

https://wmas.nhs.uk/careers-staff-room/ (Opens in a new tab)

Employer details

Employer name

West Midlands Ambulance Service University NHS Foundation Trust

Address

Tollgate EOC

Tollgate Drive, Tollgate

Tollgate Industrial Estate

Stafford

ST16 3HS

United Kingdom

Employer's website

https://wmas.nhs.uk/careers-staff-room/ (Opens in a new tab)

Job responsibilities

Responsible for monitoring and

allocating incoming emergency, urgent and non-urgent calls simultaneously

operating the telephony, radio, mobile data, mapping, computer aided despatch

and prioritisation systems.

Prioritise incident category accurately

and allocate relevant resources promptly and within service standard

Responsible for the receipt and

processing of emergency 999 calls from the general public. Analysing a patients condition and

situation to obtain an appropriate AMPDS category and relevant ambulance

response determinant code.

Responsible for the receipt and

processing emergency 999 response calls from other emergency services, medical

staff and other professional bodies. Processing the calls under appropriate

AMPDS category and protocols to obtain the correct ambulance response

determinant.

Responsible for the receipt, processing

and taking necessary action for misdirected calls from the operator for other

emergency services or for third party callers who require an ambulance in

another area.

Responsible for the receipt and

processing specialised emergency calls such as: Birmingham International

Airport, Air Operations, Prison, bomb incidents, police RVP, chemical incidents

and a major incident.

While processing a 999 call responsible

to assess a patients condition while they wait for an ambulance, giving life

saving first aid advice and adjusting advice when necessary. Advice given includes: CPR (cardiac

pulmonary resuscitation), childbirth, haemorrhage control, airway maintenance,

choking, convulsion, burns and amputations.

While processing a 999 call, responsible

to identify any scene safety issues and take appropriate action in cases of

entrapments, assaults, chemical incidents, industrial incidents, violent,

intoxicated and psychiatric patients. To reassure patients who have mental

health problems or who are vulnerable.

To update controller and ambulance crews with relevant changes.

Processing requests for an emergency

ambulance by operating a computerised system and in the event of computer

failure a manual system using operational and AMPDS guidelines.

To set-up and operate the MEOC at the

scene of a major incident such as aeroplane crash.

To operate the alternative control room

as well as the existing control room in the event of computer and telephone

failure.

To set-up and operate the football

control rooms.

Responsible for the receipt and

processing routine urgent removal calls from medically trained staff and social

workers. To arrange ambulance transport

using working practices, hospital contracts and procedure guidelines for

hospital admissions, hospital transfers, neonatal transfers, hospice admissions

and discharges, final journey discharges, mental health admissions and patient

transport services. To triage doctors admissions and upgrade life threatening

conditions. To refer non-routine

requests to the supervisor or Duty Officer.

Responsible for the receipt and

processing general enquiry calls from the general public, ambulance crews,

other emergency services, medical staff and other professional bodies. To process these calls using set protocols

and working practices. These calls

include: doctor visits; patients death confirmation details; case enquires;

request from police for 999 tapes; liasing between ambulance crews and the

controller; answering press enquiries.

Referring non-routine enquires to the Supervisor, Press Officer,

Logistics Manager and Duty Officer.

Responsible for making outbound calls to

other professional and the general public adhering to working practices and

protocols. These include: re-contacting

999 callers to check on a patients address and condition; contacting relatives

with sensitive information; querying other professionals; alerting hospitals;

arranging breakdown recovery for ambulances; out of hours mortuary; information

from poison control; midwifes for home birth; reporting incidents to other emergency

services; contacting telephone service providers; and paging medics.

Radio operator using a hand held or foot

pedal radio system liasing between the divisional controller and ambulance

crews, responders, Officers and medics while they are in receipt of a

radio. While operating the radio

responsible for dispatching work to crews; continually listening and monitoring

crews; communicating controllers instructions by voice; sending and receiving

data message via computer and satellite system; answering crew enquires;

monitoring and updating ambulance location on computer; and updating case notes

on behalf of crews and controller.

Dispatcher for divisional controller

responsible for monitoring crew manning and skill levels, keeping up to date

manual rota and computer crew information, answering crew enquiries, allocating

crew breaks and responding police or fire service to relevant cases. Liasing between divisional controller and

crews. Dispatching cases to crews on

station via telephone and computerised system.

Responsible for controlling the High

Dependency Unit (HDU) desk, doctors urgent removal work and over 12 urgent

removal ambulance crews from West Midlands Ambulance Service, St Johns and Red

Cross. Duties include: monitoring urgent removal work and prioritising work

where necessary; planning work and allocating it to appropriate crew; checking

crew manning and skill levels, keeping up to date manual and computer crew

information, liasing with divisional controller for assistance of emergency

vehicles; crew breaks and answering crew enquires.

Assist in coaching and monitoring new

trainee EMDs while they learn to take 999 calls, operate radio and dispatch

position.

Attend any training courses, which are

required for the job. To undertake

ongoing training and development to supervisor, responder desk and divisional

controller. To keep up to date with

changing procedures and protocols.

Plan and organise work across a broad

range of complex activities (e.g meal break management) to minimise resource

down time and operational extended overtime due to late finishes whilst

maintaining effective strategic cover

If necessary appear in court and give

evidence about a taken 999 telephone call.

Demonstrating own duties to

visitors. Represent the West Midlands

Ambulance service in mock exercises and demonstrations.

Participate in trials relating to the

job when necessary.

Adheres to Data Protection Act,

Caldicott Guidelines, Health and Safety, Quality Management Systems and West

Midlands Ambulance Service NHS code of conduct and general procedures.

Identifies and reports IT related

problems on computer software and workstations.

Once qualified provide cover for the supervisors

position during breaks and unexpected absence

Qualifications

Essential

• Minimum of 5 GCSEs at Grade C or above (including English) or equivalent
• Completed 12 month trainee contract
• NHS Pathways
• Basic life Support Certificate retaken every year
• Completion of in-house Doctors and General Enquiry Module (written and live assessments)
• Completion of in-house Radio and Dispatch Module (written and live assessments)
• Completion of in-house Emergency 999 call taking Module (written and live assessments)
• Maintaining a Continual Professional Development folder.
• 95% or above compliance scores on 999 calls

Skills and Knowledge

Essential

• Knowledge of strict working practices and protocols of taking 999 calls, doctors urgent and general enquiry calls.
• Understanding of role and responsibilities of the post
• Understanding of different areas of medicine, basic anatomy, recognition of life threatening medical conditions
• Knowledge of the local geographical area