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Control and Communications

Clinical Contact Centres

What does a Clinical Contact Centre team member do?

Employees within the Clinical Contact Centres (CCC) are a key part of the ambulance service.

Working under the direction of a Shift Manager, Assistant EMS Controller call takers receive emergency or urgent calls to the service using the Medical Priority Dispatch System (MPDS), and take the essential details from the caller. Allocators dispatch resources to our calls and decide on the type of response needed and, if appropriate, dispatch the nearest emergency ambulance, Rapid Response Vehicle, Community First Responder or helicopter.

There are also clinicians in the CCCs who can undertake a further Clinical Telephone Assessment of suitable patients.

The planned/scheduled journeys are booked via either the CCCs or the Non Emergency Transport Centres (NET Centres) within the Trust.  They receive calls to the Patient Care Service, organise routine transport to take patients to and from hospital appointments, as well as transfers to other hospitals or  discharge patients home.

The personal qualities required to become a successful member of the CCC team include:

  • a mature and well balanced personality
  • a caring and compassionate disposition
  • honesty and integrity
  • a reasonable level of intelligence
  • resourcefulness and organisational skills
  • a willingness to work shifts

Applicants must have:

  • A good standard of education to GCSE level
  • Excellent keyboard skills
  • Excellent communication and active listening skills

Please note: You must be 18 or over and where possible, the ability to speak Welsh is desirable in certain areas.

All roles require a satisfactory enhanced Disclosure and Barring Service check, and you will be required to provide documentary evidence of your qualifications.

Successful candidates will be trained in-house, either in a classroom or on the job and will learn how to use Computer Aided Dispatch, telephony and radio systems, call prioritisation protocols – MPDS. Training will also cover topics such as first aid; Clinical Response Model, customer service, the work of emergency ambulance crews; prioritising calls and giving telephone advice using the MPDS system and using computerised command and control systems.

All our current vacancies are shown here.  In order to apply, please visit You can also register your email address on the NHS Jobs website, and the site will automatically notify you when we advertise vacancies.

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