Emergency Resource Officer

An exciting opportunity is available for an Emergency Resource Officer (Call Taker) within a fast-paced emergency contact centre environment. The successful candidate will be responsible for receiving and prioritising emergency and non-emergency calls while delivering professional, compassionate, and efficient customer service support.

• Answer and transfer incoming emergency and non-emergency calls
• Accurately capture caller and patient information on internal systems
• Dispatch and coordinate emergency response vehicles where required
• Assist callers calmly and professionally during high-pressure situations
• Support patient transfers and authorisation-related processes
• Provide telephonic and email support to patients, healthcare professionals, and stakeholders
• Resolve queries efficiently within agreed service standards
• Work collaboratively within a high-performance emergency operations team

• Grade 12 / Matric
• Minimum 2 years’ experience in a contact centre or customer service environment
• Exposure to healthcare, emergency services, or emergency contact centre environments
• Strong computer literacy and typing skills
• Excellent verbal and written communication skills
• Ability to multitask in a high-pressure environment

• EMS dispatching experience
• Experience with in ambulance or emergency medical services environments
• Strong empathy and emotional resilience
• Ability to remain calm during traumatic or stressful calls
• Excellent problem-solving and decision-making ability
• Strong administration and organisational skills
• Ability to work well under pressure
• Customer-centric approach
• Adaptability to changing systems and processes
• Team player with innovative thinking

Candidates must be comfortable working rotational hospital shifts, including:

• 6:00am – 6:30pm
• 6:00pm – 6:30am
• Occasional 10:00am – 10:00pm / 10:00pm – 10:00am shifts

Please note:

• Transport is not provided
• Lift clubs may be arranged among employees living nearby