Qualified Emergency Medical Dispatcher

Qualified Emergency Medical Dispatcher

Job Specification & Terms and Conditions

Job Title and Grade / Qualified Emergency Medical Dispatcher (EMD)
(Grade Code6456)
Campaign Reference / NRS03270
Closing Date / Wednesday 20th January 2016 at 12 noon
Proposed Interview Date(s) / Week Commencing 22ndFebruary 2016
Taking up Appointment / A start date will be indicated at job offer stage
Organisational Area / National Ambulance Service (NAS)
Location of Post / National Ambulance Service National Emergency Operations Centre
Details of the HSE National Ambulance Structure are provided at:

The posts are located in Ballyshannon, Co. Donegal and Tallaght Co. Dublin.
Post holders arising from this recruitment campaign will be based in the National Emergency Operations Centre (NEOC) in either Ballyshannon, Co Donegal or Rivers Building, Tallaght, Co Dublin.
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.
Reporting Relationship / The Emergency Medical Dispatcher is responsible to the Control Supervisor and reports to the Control Manager
Purpose of the Post / The Emergency Medical Dispatcher (EMD) is part of a team that operates in theNational Emergency Operations Centre. The purpose of the post is to manage efficiently and effectively all emergency vehicles, intermediate care vehicles, other national ambulance service resources and community first responder servicesto meet service user needs in a timely manner and within the framework of policies, procedures and guidelines.The EMD is also responsible for managing other community based services and emergency management services when required and to assist in the communication needs of the Health Service Executive (HSE).
The EMD has a key role in delivering an effective response to emergencies within an established set of performance indicator response times.
The EMD will play a lead role in improving communication within the NAS, by performing their duties in line with the ethos of customer/client service.
Principal Duties and Responsibilities /

Control Duties

Be responsible to a Control Supervisor
Ensure compliance with Standing Operational Procedures (SOP’s)and foster good working relationships within the NationalEmergency Operations Centre and with all colleagues and agencies
Ensure that all requests for Emergency Medical Services and Intermediate Care Services are dealt with appropriately with particular emphasis on “can do” approach ensuring the best outcomes for all patients and clients
Operate communications facilities to achieve the job objective
Mobilise and brief as appropriate ambulance crews, health services (hospital and community based) and other agencies as required
Maintain control over the communications networks
Liaise with non-health service agencies as required
Deputise for a Control Supervisor or Control Manager if and when required
Operate the telephone systems 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 the needs of all service users
Undergo prescribed training (systems/communications/customer/Patient care)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
Keep the control supervisor and relevant Managers or designated Control Manager appraised of all matters in relation to NAS operational resources

Clinical

In line with the PHECC EMS Dispatch Standard, comply with all appropriate dispatch codes as determined by a Medical Priority Dispatch System
Provide appropriate pre-arrival and post dispatch instructions in response to 999/112 emergency calls, in a prompt and timely manner

Performance

Monitor the effective and efficient utilisation of all resources within the parameters as provided by SOP’s in response to all requests
Identify and allocate resource options, including rapid and community responders to achieve clinically effective response times standards
Meet emergency activation and response times standards and any other audit or assurance requirement going forward
Extrapolate, collate, present and circulate regular daily reports on ambulance activation and response times 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
Be responsible for the effective and efficient pre-planning of routine patient transport work and associated transport schedules
Compliance with Dispatch Rules of Engagement

Administration

Record details and maintain records of patients, journeys and duty hours in accordance with Service Procedures
Use of appropriate I.T./Control computers to complete tasks including submission of records as required by the Control and Performance Manager or a designated Control Manager to include Shift Incident Reports, Incident/Near Miss Reports/Investigations, Equipment Defect Report Forms or any other reports as required
Use all available technology and equipment to its maximum potential, within the NAS
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 Records Management Policy
Co-operate with and be familiar with all management procedures in relation to discipline, industrial relations agreements, rosters, training, leave and grievance
Ensure all disseminated revised documentation is circulated to all relevant staff, is signed for and that acknowledgement of such actions are documented and returned to the relevant Supervisor / Control Manager
Provide information for the validation of overtime payroll claims as requested
Take responsibility for vehicle breakdowns in the absence of a Paramedic Supervisor in an efficient and cost effective manner to maximize vehicle availability

Tours of Duty

Be prepared to work agreed rosters, carry out the duties of an EMD and be available for duty outside of normal rostered hours as and when the need may arise
Promote good working relationships within the National Emergency Operations Centre environment
Comply with all present and future SOP’s including clinical, operational and control related

Developmental Responsibilities

Mentor new and existing staff and promote an atmosphere of learning and professional development
Undergo such training as may be prescribed by the NAS for both organisational and individual development including any training to achieve certification with PHECC and the IAED
Identify and seek the support of the NAS for relevant professional development opportunities necessary to maintain and improve clinical competence
Identify developmental opportunities within the work context and take part in activities, which lead to continuing personal and professional development
Attend supervision and appraisal session with Control Supervisors or Control Managers as required
Facilitate and support Student Paramedics in relation to control centre placements
Maintain all necessary qualifications required to operate at the position of EMD

Cleaning

Maintain the NAS standards of cleanliness for the work environment

Major Emergencies

Act within the principles of the Framework for Major Emergency Management during major emergencies if the need arises and to carry such communication equipment as necessary and to be familiar with the Major Emergency Plan.
If required, he/she will provide leadership and support (relevant to the role) at multi-casualty incidents, and other critical incidents including incident de-briefs.
Participate in exercises

Confidentiality

Maintain confidentiality in relation to personal data held for colleagues and patients, ensuring it is processed lawfully; for no purpose other than for which it was intended; is relevant to that purpose; is retained for no longer than is necessary; is processed in accordance with the rights of the subject to access and accuracy; and is protected from accidental loss or damage in accordance with the requirements of the Data Protection Act 1988 and 2003, and records management guidance
Maintain confidentiality of patient identifiable personal data using a non-identifiable alternative, where practicable, and limiting access on a strictly need to know basis

Risk and Resilience

Ensure all verbally reported incidents are documented in a timely manner and forwarded to the appropriate Control Supervisor or Control Manager in line with policies and procedures for incident reporting
Be personally responsible for not undertaking any task or action, which would knowingly cause risk to themselves, other, or to the NAS
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 NAS
Identify and report actual or potential hazards/risks in the work environment in accordance with the National Ambulance Service Safety Statements
Participate in briefing/training sessions and carry out any agreed control measures and duties as instructed
Take immediate action to minimise or mitigate risks where it is reasonably practicable to do so
Participate in exercises, planning and actions designed to provide operational, ICT and systems resilience designed to provide business continuity

Other Requirements of the Post

Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards as they apply to the role for example, Standards for Healthcare, National Standards for the Prevention and Control of Healthcare Associated Infections, Hygiene Standards etcand comply with associated HSE protocols for implementing and maintaining these standards as appropriate to the role.
Other tasks reasonably and normally incidental to the post are set out in the NAS policies, training, operational and health and safety instructions, SOP’s, 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
To 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.
Eligibility Criteria
Qualifications and/ or experience / Candidates must have at the latest date for receipt of application:
A)i.have successfully completed an emergency service Call Taker course accredited by PHECC
and

have a minimum 12 months experience in an Emergency Command and Control Centre in a call taking capacity

and

hold current Advanced Medical Priority Dispatch System certification by 20th January 2016

AND
B)Candidates must possess the requisite knowledge and ability, including a high standard of suitability, for the proper discharge of the duties of the office
Health
A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.
Character
Each candidate for and any person holding the office must be of good character.
Age
Age restrictions shall only apply to a candidate where he/she is not classified as a new entrant (within the meaning of the Public Service Superannuation Act, 2004). A candidate who is not classified as a new entrant must be under 65 years of age on the first day of the month in which the latest date for receiving completed application forms for the office occurs.
Other requirements specific to the post / Communications: You will be required to have a mobile telephone or approved item of communication equipment for urgent or necessary calls/contact during and outside working hours.
Skills, competencies and/or knowledge /

Demonstrate planning and organising skills especially in relation to providing a quality service by utilising resources appropriately within the context of logistical requirements and the principles of strategic deployment, prioritising when necessary.

Have a good knowledge of computers and possess excellent software knowledge

(Microsoft Word/Excel/Outlook/Internet Explorer)

Demonstrate the ability to multi task and cope under pressure while maintaining composure.

Demonstrates an informed knowledge of when to escalate issues of potential concern.

Demonstrate effective team skills and mentorship qualities.

Demonstrate effective communication and interpersonal skills including influencing skills and the ability to diffuse difficult situations with either callers or other healthcare colleagues in a calm and professional manner.

Demonstrate initiative, flexibility and problem solving skills especially with regard to working in the changing environment of the Health Services and the Ambulance Service.

Demonstrate an interest in dispatch and an ability to seek assistance/ Guidance when unsure.

Demonstrate basic knowledge of HSE services and how they pertain to the National Ambulance Service.

Demonstrate interest and/or attainment of further relevant training/education and continuing professional development e.g. CIPD, computer courses etc.

Campaign Specific Selection Process
Ranking/Shortlisting / Interview / A ranking and or shortlisting exercise may be carried out on the basis of information supplied in your application form. The criteria for ranking and or shortlisting are based on the requirements of the post as outlined in the eligibility criteria and skills, competencies and/or knowledge section of this job specification. Therefore it is very important that you think about your experience in light of those requirements.
Failure to include information regarding these requirements may result in you not being called forward to the next stage of the selection process.
Those successful at the ranking stage of this process (where applied) will be placed on an order of merit and will be called to interview in ‘bands’ depending on the service needs of the organisation.
Code of Practice / The Health Service Executivewill run this campaign in compliance with the Code of Practice prepared by the Commission for Public Service Appointments (CPSA). The Code of Practice sets out how the core principles of probity, merit, equity and fairness might be applied on a principle basis. The Code also specifies the responsibilities placed on candidates, facilities for feedback to applicantson matters relating to their application when requested, and outlines procedures in relation to requests for a review of the recruitment and selection process and review in relation to allegations of a breach of the Code of Practice. Additional information on the HSE’s review process is available in the document posted with each vacancy entitled “Code of Practice, Information for Candidates”.
Codes of practice are published by the CPSA and are available on the document posted with each vacancy entitled “Code of Practice, Information for Candidates” or on
The reform programme outlined for the Health Services may impact on this role and as structures change the job description may be reviewed.
This job description is a guide to the general range of duties assigned to the post holder. It is intended to be neither definitive nor restrictive and is subject to periodic review with the employee concerned.

Qualified Emergency Medical Dispatcher

Terms and Conditions of Employment

Tenure / The current vacancies available are permanent/temporary and whole time/part-time.
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 Appointment) Act 2004.
Remuneration / The Salary scale for the post as at 01/11/2013 is:
€25,984, €27,631, €28,871, €30,089, €31,313, €32,528, €33,749, €34,967, €36,189, €38,495, €40,135
Working Week / Contractual weekly working hours are a net 39 hours per week, however the standard working week applying to the post may fluctuate based on the application of a longer term roster (averaging at net 39 hours) and shall be confirmed at Job Offer stage.
HSE Circular 003-2009 “Matching Working Patterns to Service Needs (Extended Working Day / Week Arrangements); Framework for Implementation of Clause 30.4 of Towards 2016” applies. Under the terms of this circular, all new entrants and staff appointed to promotional posts from Dec 16th 2008 will be required to work agreed roster / on call arrangements as advised by their line manager. Contracted hours of work are liable to change between the hours of 8am-8pm over seven days to meet the requirements for extended day services in accordance with the terms of the Framework Agreement (Implementation of Clause 30.4 of Towards 2016).
Annual Leave / The annual leave associated with the post will be confirmed at job offer stage.
Superannuation / This is a pensionable position with the HSE. The successful candidate will upon appointment become a member of the appropriate pension scheme. Pension scheme membership will be notified within the contract of employment. Members of pre-existing pension schemes who transferred to the HSE on the 01st January 2005 pursuant to Section 60 of the Health Act 2004 are entitled to superannuation benefit terms under the HSE Scheme which are no less favourable to those which they were entitled to at 31st December 2004
Probation / Every appointment of a person who is not already a permanent officer of the Health Service Executive or of a Local Authority shall be subject to a probationary period of 12 months as stipulated in the Department of Health Circular No.10/71.
Protection of Persons Reporting Child Abuse Act 1998 / As this post is one of those designated under the Protection of Persons Reporting Child Abuse Act 1998, appointment to this post appoints one as a designated officer in accordance with Section 2 of the Act. You will remain a designated officer for the duration of your appointment to your current post or for the duration of your appointment to such other post as is included in the categories specified in the Ministerial Direction. You will receive full information on your responsibilities under the Act on appointment.
Infection Control / Have a working knowledge of Health Information and Quality Authority (HIQA) Standards as they apply to the role for example, Standards for Healthcare, National Standards for the Prevention and Control of Healthcare Associated Infections, Hygiene Standards etc.
Ethics in Public Office 1995 and 2001
Positions remunerated at or above the minimum point of the Grade VIII salary scale (€ 64,812 as at 01.01.10) / Positions remunerated at or above the minimum point of the Grade VIII salary scale (€ 64,812 as at 01.01.2010) are designated positions under Section 18 of the Ethics in Public Office Act 1995. Any person appointed to a designated position must comply with the requirements of the Ethics in Public Office Acts 1995 and 2001 as outlined below;
A) In accordance with Section 18 of the Ethics in Public Office Act 1995, a person holding such a post is required to prepare and furnish an annual statement of any interests which could materially influence the performance of the official functions of the post. This annual statement of interest should be submitted to the Chief Executive Officer not later than 31st January in the following year.
B) In addition to the annual statement, a person holding such a post is required, whenever they are performing a function as an employee of the HSE and have actual knowledge, or a connected person, has a material interest in a matter to which the function relates, provide at the time a statement of the facts of that interest. A person holding such a post should provide such statement to the Chief Executive Officer. The function in question cannot be performed unless there are compelling reasons to do so and, if this is the case, those compelling reasons must be stated in writing and must be provided to the Chief Executive Officer.
C) A person holding such a post is required under the Ethics in Public Office Acts 1995 and 2001 to act in accordance with any guidelines or advice published or given by the Standards in Public Office Commission. Guidelines for public servants on compliance with the provisions of the Ethics in Public Office Acts 1995 and 2001 are available on the Standards Commission’s website