The Clinical Coordination Centre (CCC), also known as ‘control’, has a vital role on the front line of the emergency ambulance service. The team is responsible for answering the 999 and other healthcare professional telephone calls to the ambulance service then dispatching the appropriate response (e.g. emergency ambulance, rapid response vehicle) to the incident.
The CCC is the first point of contact for the patient journey and no two situations will be the same. You might be dealing with a life-or death emergency, such as a multiple pile-up on a motorway, a heart attack or a drug overdose. You might be faced with a non-life-threatening situation that nevertheless needs a response, such as a child with a suspected broken leg. Your job will be to get all the essential information from the caller, who might be extremely anxious or panicking, as quickly and accurately as possible. Thinking fast, multitasking and using your initiative, you will often work under great pressure.
In extreme cases you might have to talk a member of the public through an emergency procedure, such as clearing an obstruction from someone’s windpipe.
The team is also responsible for dispatching ambulances and other resources to the scene of the incident; this may be part of the role of the person taking the call or another member of the team.
These are some of the essential criteria you will need to be successful for these roles:
- Excellent communication skills. Especially the ability to speak clearly over the telephone
- NVQ2 (or equivalent) in customer care, contact centre or similar
- Customer service experience
- Telephone and general administration experience
- Experience in use of IT systems and ability to input data accurately
- Ability to work calmly especially when under pressure
- GCSE English at grade C or higher and GCSE maths at grade D or higher (or equivalent qualifications).