Novada Health, a technology-driven Hospital Support Service Provider company headquartered in Abuja, Nigeria, is currently recruiting for the role of Emergency Call Center Agent.
Position: Emergency Call Center Agent
Location: Abuja (FCT) – Remote
Employment Type: Full-time
Emergency Call Center Agents, also known as 911 dispatchers or Emergency Medical Dispatchers (EMDs), serve as the initial point of contact for individuals facing emergencies. They play a pivotal role in coordinating emergency response by receiving calls, assessing situations, dispatching appropriate resources, and providing vital pre-arrival instructions to callers in distress.
Responsibilities
- Answer incoming emergency calls reporting various situations, including medical emergencies, fires, crimes, or accidents.
- Gather crucial information from callers, such as the nature of the emergency, location, and number of individuals involved, in a calm and efficient manner.
- Assess the severity of situations using standardized protocols and decision-making tools.
- Dispatch suitable emergency responders, such as police officers, firefighters, paramedics, based on the nature of the emergency.
- Provide pre-arrival instructions to callers, including basic first aid measures and CPR guidance if certified, to help them manage the situation until help arrives.
- Maintain accurate documentation of each call, recording details of the reported emergency, caller information, dispatched resources, and pre-arrival instructions provided.
- Offer emotional support and employ de-escalation techniques when dealing with distressed or panicking callers.
Qualifications
- Licensed paramedic or equivalent certification in emergency medical services or a related field.
- Strong communication and interpersonal skills to effectively gather information from callers and provide clear instructions in high-stress situations.
- Active listening skills to comprehend caller details and grasp the urgency of situations.
- Critical thinking and problem-solving abilities to assess situations quickly, make informed decisions, and prioritize responses.
- Ability to work independently while adhering to established protocols and procedures.
- Emotional resilience to cope with stressful and traumatic situations.
- Proficiency in computer skills and the capacity to learn and utilize specialized call center software.
Application Closing Date
14th March, 2024.
How to Apply
Interested and qualified candidates should send their CV to hr@novadahealth.com, using the Job Title “Emergency Call Center Agent” as the subject of the email.