How to build a career as a HEMS Dispatcher  

Most HEMS dispatchers begin their careers in emergency call-taking. New recruits typically start as call handlers, answering 999 emergency calls where they learn to assess and prioritise incidents.  

After about a year, they may move into a dispatching role, coordinating ambulance responses to emergencies. When a position in HEMS dispatch becomes available, experienced dispatchers can apply to join this specialised team. 

The HEMS desk consists of a structured team, including dispatchers, team leaders, and a HEMS Deployment Officer. Career progression is possible, with experienced dispatchers moving into leadership roles as opportunities arise. 

Unlike some healthcare roles that require extensive formal education, you don’t need a university degree to become a call handler or dispatcher. Instead, candidates apply directly for a position and are selected based on their CV and experience. Training is extensive and includes shadowing experienced call handlers before being given responsibility for handling calls independently. 

Key qualities for success in this field include: 

• Resilience: the ability to handle high-pressure situations and difficult calls, such as life-threatening emergencies. 
• Empathy and patience: many callers are in distress, and it’s crucial to provide reassurance while extracting the necessary information. 
• Attention to detail: call handlers and dispatchers follow strict triage protocols to ensure the right response teams are sent to each emergency. 

Unlike road ambulance dispatchers, HEMS team members work closely with Air Ambulance team members, such as the critical care paramedics, doctors, and pilots to identify incidents that require advanced medical intervention. Specialised training enables them to recognise which emergencies need enhanced care, such as roadside surgical interventions or rapid air transport to major trauma centres. 

Kelly has been in HEMS dispatch for over 16 years. She said, 

The role is uniquely exciting because no two days are ever the same. The ability to contribute to life-saving missions and receive feedback on patient outcomes adds to the job’s fulfillment.”

HEMS dispatchers not only coordinate emergency responses but also listen in on calls, which can be emotionally taxing. Detaching from particularly distressing situations can be difficult, but support structures are in place to help staff cope. Team members check in on each other, and SWAST prioritises staff welfare to ensure that no one carries emotional burdens home at the end of the day. 

While the HEMS desk is not currently expanding, growth could occur if any of the air ambulance charities in the region transition to a 24/7 service. The Southwest HEMS team covers a vast geographical area, including Cornwall, Devon, Dorset, Somerset, Bristol, Gloucester, and Wiltshire, so if flight times increase then so will the workload. 

For those interested in becoming a HEMS dispatcher, gaining experience in emergency call-taking and dispatch is the best first step. This career demands emotional resilience and sharp decision-making skills but offers immense job satisfaction, knowing you are making a direct impact on saving lives. 

If you think you would thrive in a fast-paced, high-stakes environment where every second counts, then a career in HEMS could be your calling. 

If you’re interested in joining the team, keep an eye out for openings in emergency call handling and dispatch – it could be the first step toward an exciting and rewarding career!