Emergency Medical Dispatcher - Call Handler

Emergency Medical Dispatcher - Call Handler Full-time Primary Location: Auckland Contract Type: Permanent Full Time Hato Hone St John has been serving New Zealanders since 1885. Today, we havenearly 12,000kaimahi working across Aotearoa to enhance the health and wellbeing of our communities. From responding to 111 calls to supporting people to stay healthy through health education,access and monitoring, we make a life-changing difference every day. He ahatetūranga - About the role: As an Emergency Medical Dispatcher (Call Handler), you’ll be the calm, reassuring voice for people experiencing medical emergencies. Every call is different, and while you may not always know the outcome, you can be confident that your support has made a meaningful difference to someone. Based on-site in our Integrated Operations Centre (IOC) in Mt Wellington, you'll be part of our dedicated team who play a vital role in managing and triaging 111 calls and coordinating resources across Aotearoa - 24 hours a day, 365 days a year. Answer emergency 111 calls, providing calm and compassionate care to callers/patients during highly stressful and sensitive situations Quickly collect and accurately input critical information into our computer aided dispatch system to prioritise appropriate medical responses Delivering scripted instructions when required, including CPR, childbirth, bleeding control, and other potentially life‑saving interventions Remaining focused and composed while managing complex, high‑pressure medical emergencies Working collaboratively as part of an national team committed to delivering exceptional patient care and service to our communities Make outbound calls to patients awaiting an ambulance, providing reassurance, reassessing their condition and updating care as needed To set you up for success in this rewarding role, we provide comprehensive training, ongoing coaching, and wellbeing support so you can make a meaningful difference in our communities. You’ll work a rotating 4 days on, 4 days off roster (4x4 DDNN), consisting of two 12‑hour day shifts (0630-1830) followed by two 12‑hour night shifts (1830-0630). This averages 42 hours per week. As part of a 24/7 emergency service, shifts include nights, weekends, public holidays, Christmas, and birthdays. Our roster offers certainty as you’ll know your schedule well in advance, making it easier to plan holidays, family commitments, and life outside of work. Kowaikoe – About you: Experience in a fast‑paced, people focused role Strong listening skills with the ability to convert information into written form Highly resilient, with the ability to remain calm and professional in high‑pressure situations, including regular exposure to traumatic incidents Proven ability to follow structured processes and procedures with accuracy Comfortable working across multiple systems in a minimum three‑screen setup, with strong computer literacy Fast and accurate typing skills Strong learning agility with the ability to quickly absorb and apply new information and systems You must be a New Zealand Citizen or Permanent Resident to be considered for this role. At Hato Hone St John, we embrace diversity, welcoming everyone to bring their authentic selves to work. We value unique perspectives, fostering inclusivity to better serve our communities, and we’re committed to creating a workplace where everyone belongs. If you need accommodations for accessibility, please reach out to the recruiter listed for equitable participation in our recruitment process. Research shows that women and people from under‑represented groups are less likely to apply for roles when their experience doesn’t match the job description perfectly. If you’re excited and think you have what it takes, we want to hear from you! Even if your experience doesn’t align 100%. Please apply or contact the recruitment advisor listed on the advertisement for a kōrero. #J-18808-Ljbffr