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Qualified Emergency Medical Dispatcher (Level 3)

Within the Queensland Ambulance Service there are several major Communication Centres coordinating all emergency and non-emergency cases. The location for theses centres include:

Far Northern Region - Cairns
Northern Region – Townsville and Mt Isa (Townsville being the major centre)
Central Region – Rockhampton
South Western – Toowoomba
North Coast – Maroochydore
Greater Brisbane – Spring Hill (this centre also coordinates Aeromedical services for the state)
South Eastern Region – Southport

Communication Officers Levels

There are five classification levels of Emergency Medical Dispatcher within the Queensland Ambulance Service that are required to perform both call taker and dispatch duties:

Level 1 – Student Emergency Medical Dispatcher Level 1
Level 2 – Student Emergency Medical Dispatcher Level 2
Level 3 – Qualified Emergency Medical Dispatcher
Level 4 – Emergency Medical Dispatcher Mentor
Level 5 – Emergency Medical Dispatcher Level 5

Officers that have been appointed through the Student Recruitment program are required to successfully complete the relevant Certificate course:

Call Taker – Certificate III in Ambulance Communication (Call Taking)
Dispatcher – Certificate IV in Ambulance Communication (Dispatch)

What is the minimum qualification that I will be assessed against under the EOQ process?

For the Equivalence of Qualification process, you will be assessed against the minimum requirements of a Qualified Emergency Medical Dispatcher level 3 –Certificate III in Ambulance Communication (Call Taking) and Certificate IV in Ambulance Communication (Dispatch).

What are the primary objectives of a Emergency Medical Dispatcher?

To receive emergency calls and to coordinate Queensland Ambulance Service resources and patient movements in accordance with Queensland Ambulance policies, procedures and Communications Centre Supervisor instructions.

What are the Key Accountabilities of a Emergency Medical Dispatcher?

Receive and action telephone messages requiring urgent assistance, prioritise tasks and determine appropriate courses of action in a timely and professional manner.

Coordinate QAS resources and patient movements undertaken in strict accordance with QAS policies and procedures.

Operate the radio communications system and ancillary equipment professionally and proficiently in accordance with QAS Standard Operating Procedures.

Maintain an operational log, recording relevant details of incidents and actions during the shift, using computerised or manual records as required, according to QAS policies and procedures.

Liase as necessary with operational staff and other Service providers to ensure effective mobilisation of resources.

Communicate in a supportive manner with distressed callers requiring assistance.

Contribute to a safe and healthy working environment through an understanding of contemporary human resource management policies and practices and available staff support services such as “Priority One” Telephone Counselling Services and other departmental resources.
Demonstrate an awareness of people with a diverse cultural background and undertake all available cross-cultural related training to ensure rapid and appropriate responses to operational requirements.

What are the Mandatory Requirements of a Qualified Emergency Medical Dispatcher (Level 3)?

If you are applying for assessment against the field of Qualified Emergency Medical Dispatcher you must meet the following Mandatory requirements:

Be an Australian Citizen or have permanent residency status, or be a New Zealand Citizen after 26/2/2001 or hold a current and valid working visa; and

Hold a current Senior First Aid Certificate; and

Experience with Computer Aided Dispatching in an emergency service environment; and

Keyboard skills equivalent or greater than 45 words per minute with 95% accuracy; and

A minimum of 12 months experience in an appropriate emergency services Communications Centre; and

Evidence of recent currency of experience in this field.

What are the academic qualifications of a Emergency Medical Dispatcher?

The EOQ moderation panel will be assessing your qualifications against the Certificate III in Ambulance Communications (Call-Taker) and Certificate IV in Ambulance Communications (Dispatch)

You must be able to provide documentation and evidence that supports completion the following Units of Competency or their equivalent.

BSB CMN 204A	Work effectively with others
BSB CMN 205A	Use business technology
BSB MED 301B	Advanced medical terminology
HLT AMB C1A	Receive a request for service
HLT AMB C2A	Assign ambulance service resources
HLT AMB 3CA	Coordinate resources
HLT AMB FC1A	Communicate within an ambulance environment
HLT AMB FC2A	Communicate in complex or difficult situations
HLT AMB PD1A	Manage personal stressors in the work environment
HLT FA 2A	Apply advanced first aid
HLT HIR 1A	Work effectively in the health industry
HLT HIR 3A	Work effectively with culturally diverse patients, clients, customers and co-workers
HLT HIR 4A	Work effectively in a cross cultural context with Aboriginal and Torres Strait Islander, colleagues, clients and organisations
HLT HSE 1A	Follow organisations occupational health and safety policies
HLT IN 1A	Comply with infection control policies and procedures

For details on unit description and performance criteria for the list of Units of Competence above please refer to the EOQ Evidence Package for Emergency Medical Dispatcher (PDF / 279 KB).

What is the minimum experience required to be a Emergency Medical Dispatcher with the QAS?

It is expected that applicants hold a minimum of 12 months experience as a Qualified Emergency Medical Dispatcher full-time in an appropriate emergency services Communications Centre.

If you are a part-time, casual or volunteer officer you will be required to demonstrate a minimum of 1800 hours experience in a suitable Communications Centre. Please note that the 1800 hours is equivalent to 12 months full-time.

In your application you will be required to submit a “Statement of Employment” that outlines your employment history. Details should include:

Commencement and Termination dates

Positions held and duration

Type of employment, such as full-time, part-time, casual or volunteer duties

A description on employment history, e.g.

High diversity of work load – urban/large city
Low diversity of work load – rural/small town

Referees and contact numbers

What if I haven’t worked in the emergency services communications centre environment for more than twelve months?

You must be able to demonstrate currency (within the 12 months prior to date of application) to the prescribed criteria of a Qualified Emergency Medical Dispatcher. If you are unable to provide evidence to support your currency, you will be required to coordinate a “Competency Assessment” by an authorised assessor / educator.
Please refer to the Emergency Medical Dispatcher Competency Assessment Report (PDF / 230 KB).

This may be completed through your current/past employee. In some cases an assessment may be co-ordinated through an appropriate Regional Staff Development Unit(QAS) – For applicant’s who reside in QLD you will need to arrange this assessment.

If this assessment is required, the EOQ moderation panel will provide advice on arranging this assessment.

How do I apply for EOQ against the Qualified Emergency Medical Dispatcher requirements?

If you are interested in applying for Equivalence of Qualifications against the QAS requirements for a Qualified Emergency Medical Dispatcher you will be required to firstly review the QAS EOQ Qualification Matrix and the EOQ information Package to determine if you are able to fast track the assessment process. Follow this process where applicable. Where fast tracking is not an option continue to download the EOQ Evidence Package for Emergency Medical Dispatcher (PDF / 279 KB). Complete all relevant forms and documents as outlined in the EOQ Application Package. You will also be required to attach all relevant supporting documentation (certified where indicated) and submit them to:

Equivalence of Qualification Process
Basegrade Recruitment (QAS)
PartnerOne
Level 9, GPO Box 1395
Brisbane QLD 4001

Last updated 18 April 2005