Emergency Medical Dispatcher - Call Handler

Ko wai mātou - About us:

Hato Hone St John has been serving New Zealanders and working to save lives since 1885. As well as providing Ambulance Services, our programmes and team of over 11,000 staff and volunteers are helping to build strong, resilient communities across the motu; supporting everyone in Aotearoa to live healthier, happier and longer lives.

He aha te tūranga - About the role:

Our Call Handlers are a very important part of Hato Hone St John and are part of our dedicated Ambulance Communications team, this role is based in the handy & accessible 2 Harrison Road, Mt Wellington, Auckland. 

We will have x4 cohorts of Call Handlers hired during 2026. Our next intake has scheduled start dates of either 22 July or 24 August. To start in July, you would need to have less than a two-week notice period.

As an Emergency Medical Dispatcher - Call Handler you will take & triage incoming emergency calls using a scripted system, along with other key duties:

• Take emergency calls and provide calm, empathetic, and efficient assistance to callers in highly stressful and sensitive situations
• Collect and input crucial information quickly & accurately into our ProQA system which will help prioritise and dispatch the appropriate medical resources
• Often deal with emergency situations such as scripted instructions for CPR, child birth and bleeding control. 
• Maintain professionalism and composure under pressure, ensuring a high standard of service delivery is provided consistently
• 24/7 service with shift work including nights, this can fall on weekends, public holidays, Christmas and birthdays 
• Understanding that you will not be able to find out the outcome of the patient and move onto another call quickly

Ko wai koe - About you:

• Previous experience in a fast-paced customer service type role
• Strong communication skills, both verbal and written
• Ability to handle highly stressful situations with integrity and able to remain professional and calm during every call
• Resiliency is a must
• Ability to follow process and procedures
• Able to deal with serious trauma during every shift
• Emotional intelligence
• Computer savvy and able to use systems and work in a three-screen environment
• Able to accurately type a minimum of 35 WPM (use the free online testing platforms via google to check your score) we will test you as you proceed through our recruitment process.
• Excellent learning agility with the ability to pick up new information and systems quickly

Must be a New Zealand Citizen or Permanent Resident of New Zealand

Our recruitment process involves several stages and may take some time to complete — we genuinely appreciate your patience throughout.

Me pēhea te tuku tono - How to apply:

Click “I’m interested” before applications close at midnight on Thursday 14th May.

(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.

 

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.