Emergency Medical Dispatcher - Call Handler

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Emergency Medical Dispatcher - Call Handler at Hato Hone St John in Mt Wellington, Auckland, is a full time on site role in the Integrated Operations Centre, triaging 111 calls and coordinating resources 24/7. You’ll be the calm, reassuring voice under pressure, inputting critical data into CAD, delivering scripted life saving guidance, and sometimes making outbound calls to update patients. Expect a 4x4 roster totaling about 42 hours per week, including days, nights, weekends and holidays. Essentials: experience in fast paced, people facing roles; excellent listening and written communication; resilience; accuracy with structured processes and multiple systems; NZ citizenship or permanent residency; strong typing. Apply early, tailor your CV to show calm under pressure, and express interest even if not a perfect match; for questions contact Jess McKenzie.

Company Description

Ko wai mātou - About us:  

Hato Hone St John has been serving New Zealanders since 1885. Today, we have nearly 12,000 kaimahi 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. 

Job Description

He aha te tūranga - 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.  

Ngā haepapa matua - Key responsibilities: 

• Answer emergency 111 calls, providing calm and compassionate care to callers/paitents 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 a 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 

Ngā mea hei tūmanako atu - What to expect: 

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. 

To find out more about why you’ll love working here and what benefits we offer, visit our careers website. 

We're always looking for great people! We have regular recruitment intakes throughout the year. 

Our next cohort commences mid November (Note: training will continue through the holiday period). If this intake doesn't suit, we'd still love to hear from you. Simply submit an expression of interest through our careers website for future opportunities. 

Qualifications

Ko wai koe – 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. 

Our recruitment process includes several stages and can take some time to complete. We really appreciate your patience and commitment throughout the journey. 

Additional Information

Me pēhea te tuku tono - How to apply:  

Click “I’m interested” before applications close at midnight on Thursday 23rd June.
(Please ensure you upload a CV with your application to be considered for this role)  

For more information, please contact Jess McKenzie [email protected] at 0800STJOHN ext 8095 for a confidential discussion.  

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.  

E pōhiritia nei e mātou, te whānau o Hato Hone St John, ngā rerekētanga o ia tāngata ki te haramai.  E āwhinatia e mātou I ngā whakaaro rerekē, kia mahi pai I roto I ngā hāpori katoa.  Ko tā mātou nei haepapa, kia hanga tētahi āhuru mōwai mā tatou, kia mahi haumaru ai.  

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.