AddressThe purpose of the EMD role is to receive emergency calls, provide essential prearrival advice, dispatch QAS resources and coordinate patient transport movements for the Queensland community.
The EMD role requires a high level of judgement and decision making ability whilst:
▪ typing proficiently, including accurate recording of incident details;
▪ operating complex computer systems within a multi-screen computer environment;
▪ employing both assertiveness and empathy when speaking to the caller;
▪ triaging incoming calls for assistance utilising a systematic script in order to determine the likely severity of the patient
▪ dispatching and managing multiple resource responses simultaneously;
▪ maintaining a high level of situational operational awareness;
▪ continually reflecting on operational practice; and
▪ maintaining fitness for duty
We are seeking applicants who, within the context of the role responsibilities, possess the following key attributes:
Communication & Relationships:
- Well-developed interpersonal and communication skills including active listening, assertiveness and empathy.
- Ability to employ strategies to successfully de-escalate highly emotive callers/situations.
- Demonstrated ability to work as an effective member of a collaborative team and assist fellow team members toward the achievement of required performance objectives and customer
service outcomes. - Strong customer service commitment demonstrated through professional attitude and behaviour
Learning & Development:
- Ability to rapidly acquire an understanding of the highly technical aspects of the role and all relevant QAS policies and procedures.
- Ability to self-reflect and incorporate feedback to continually develop personal capability and professional practice.
- Demonstrate an ongoing commitment to education through a proven record of tertiary study, vocational education or work relevant courses.
Problem Solving Ability & Resilience:
- Ability to apply reasoning, analytical and problem solving skills in a calm manner, to assess a patient's emergent needs and determine an appropriate course of action using existing resources.
- Awareness of own personal triggers and limitations and a commitment to employ personal coping mechanisms to manage stress and pressure whilst maintaining operational performance.
- Ability to manage stress and maintain performance under pressure without a negative impact on self or others
Professional Conduct & Performance:
- Keyboarding skills with a high level of proficiency.
- Demonstrated computer literacy skills in the use of available technology.
- Proven capability in upholding the expected standards of conduct and performance within a busy and often demanding work environment.
- Planning and organisational skills to effectively manage time and prioritise assigned workload.
- Ability to suspend judgement and personal biases in order to assist people professionally and respectfully, irrespective of their age, demographic, or socio-economic group.
Operational Readiness & Fitness for Duty:
- Demonstrate a personal commitment to maintaining medical, physical and psychological wellbeing in order to safely undertake the duties of the EMD role.
Job Ad Reference: QLD/555630/24
Closing Date: Thkursday, 27th March 2025
