Without the hidden work of a HEMS dispatch team we wouldn’t be able to respond to patients in time-critical situations.
When we see an air ambulance helicopter soaring through the sky, we might consider the crew on board, or we might think about the patient the aircraft is on its way to assist. Perhaps the meticulous coordination that takes place behind the scenes to deploy that aircraft is less at the forefront. But without this highly skilled tasking team there would be no Devon Air Ambulance missions.
The role of a Helicopter Emergency Medical Services (HEMS) dispatcher is both intense and rewarding, requiring resilience, quick thinking, and strong teamwork. We spoke to a HEMS desk Deployment Officer, Kelly Vallance, to get an inside look at what a typical day for her and her team involves.
Becoming a HEMS Dispatcher
Most HEMS dispatchers start as 999 call takers, a role that involves extensive training to manage emergency calls. After gaining experience, they can move into dispatch, where they join a team of 12 who work around the clock to ensure critical care resources are deployed efficiently.
To be successful in this role, individuals need to be calm under pressure, empathetic, and resilient. While no specific higher education is required, dispatchers undergo rigorous training and shadow experienced professionals before working independently.
The dispatch process
HEMS dispatchers listen in to incoming emergency calls, analysing details in real-time to determine the most effective and efficient response. They use a triage system that helps categorise incidents, from cardiac arrests to serious road traffic collisions.
Once an air ambulance is deployed, dispatchers relay key details to the crew via ACANS/Airbox, a digital mapping and messaging system. Through this they stay in constant communication with the crew, such as providing updates relating to the incident as more details unfold and ensuring hospitals are informed when a patient is en route.
The challenges and rewards
A job in HEMS comes with emotional challenges – listening to distressing calls and making critical decisions in high-pressure situations, but dispatchers are supported by a strong team ethos and welfare processes to help them manage the demands of the role.
One of the most rewarding aspects is hearing that a patient has survived because of their quick actions. HEMS dispatchers often receive direct feedback from the crews they work with, making their impact on patient outcomes tangible and often rewarding.
Looking after a large region
The HEMS desk covers a vast area, including Cornwall, Devon, Somerset, Dorset, Bristol, Gloucester, and Wiltshire and deploys the aircraft from each of those respective air ambulance charities. With only two people on duty during most shifts, the workload is intense – especially during peak times like the summer which inspires the population to swell with holiday visitors and entices more people outdoors into traffic and more dynamic sports and adventurous activity. Likewise, demand increases when the temperature drops and ice makes for treacherous conditions.
Despite this pressure, the team remains dedicated to their mission: ensuring that those in critical need receive the fastest, most effective care possible.
Behind-the-scenes heroes
Many people aren’t aware of the complex process behind an air ambulance’s arrival at an emergency scene. The dispatchers’ role in assessing, coordinating, and deploying life-saving resources, and making time-sensitive decisions can make an important difference to the outcome for a patient.
Sometimes an aircraft is stood down, typically when it transpires that the incident is not as described by the person who made the emergency call, in which case the aircraft is freed up to be deployed elsewhere. And when aircraft are sometimes called to multiple incidents occurring at the same time, air ambulances from neighbouring counties will step in to meet the need. This flexibility between counties ensures that the available resources go to where they are needed most, and more patients are helped.
Would you thrive in this high-pressure, high-reward role? If you have the resilience, compassion, and dedication, a career as a HEMS dispatcher could be the perfect fit.
Discover vacancies and careers at Devon Air Ambulance by visiting our Careers pages. For roles like HEMS dispatch opportunities specifically in SWAST visit the SWAST career pages.
