Call taking from the public

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Role of Call Taker

  • What call taker do?
    • A call taker is a person who handles incoming or outgoing customer calls for a business.
    • A call taker might handle account inquiries, customer complaints or support issues.
  • What do you do as a call taker at your institution?

Services - Call taking from the public

  • The public will make calls to your institutions to report incidents
    • Snake bites,
    • Burns
    • Road traffic accident
    • Etc.
  • Alternatively the public can call:
    • Police on 991
    • Fire Brigade on 993
    • RTSA on 983
    • Hospital

Services - Call Filtering

  • The emergency call taker will ask a set list of questions to collect specific information regarding the incident and patient condition
    • What is your emergency?
    • What is your name and phone number so I can call you back if this call fails?
    • What is the situation you see in front of you? Can you describe the scene?
    • How many people are injured?
    • Sending location through google maps

Services - Call Filtering

  • Incidents that warrant an emergency medical response on scene will be flagged and referred to district ambulance command centre to activate a medical team.
  • Incidents that don’t meet the criteria for emergency medical response will be advised by the call taker to make their own way to the nearest hospital or health facility and those
  • incidents that require other agencies such as police will be redirected or referred to an appropriate agency.

Service – Medical Dispatch

  • The call taker will collect required information and notify the Ambulance centre or hospital to activate response
  • The call taker will also contact the district ambulance command centre to mobilize a district ambulance from the nearest facility.
  • The Command Centre will activate a health professionals and further resources to the scene.

The Overall Procedure

  • In case there are more calls than paramedics, the following is the order of priority for calls to receive a paramedic response:
    • Trapped casualty requiring medical assistance
    • Major trauma – one casualty or multiple casualties
    • Someone found unconscious
    • ‘Collapse’ (sudden loss of consciousness or too sick to sit up)
    • Difficulty breathing
    • Significant bleeding in pregnancy (‘blood pouring out’)
    • Vomiting or coughing blood
    • Waters have ruptured in labour and the umbilical cord is visible hanging out
    • Chest pain extending to arm or jaw
    • Other conditions