When someone dials 999 in a moment of crisis, the first voice they hear is often that of an Emergency Medical Advisor (EMA).
Based in our Lincoln Emergency Operations Centre, EMA Stefan Gregory’s role is to guide callers through emergencies, provide life-saving instructions, and ensure the right help is dispatched.
Supporting patients when it matters most
Stefan’s day begins in the control room, surrounded by colleagues who share a common purpose.
As an EMA, he answers 999 calls from both the public and other emergency services.
Each call is unique – ranging from minor injuries to life-threatening situations – and demands a calm, focused approach.
Stefan explains: “When a call comes in, the background noise in the room fades away, it’s just me and the caller.
“I know that for them, this could be the worst day of their life, and my job is to help them through it.”
To assess each situation, Stefan uses a set of structured questions designed to quickly and safely determine the patient’s condition and needs.
He says: “The questions help us quickly rule out life-threatening conditions and make sure we collect the right information in the right order, so every patient gets the safest and most appropriate response.
“But it’s not just about following a script.
“It’s also my job to listen carefully, ask extra questions if something isn’t clear, and support callers with empathy – so they feel heard and get the right help as quickly as possible.”
Stefan’s responsibilities go beyond asking questions.
EMAs provide emergency medical advice over the phone – sometimes instructing callers in life-saving techniques like Cardiopulmonary Resuscitation (CPR): “When someone’s life is at risk, I need to be clear and direct.
“It’s about taking control, making sure the caller knows to focus on my instructions, so we can give the patient the best chance of survival.”
Teamwork behind every emergency call
Every emergency call is supported by a coordinated team effort.
Stefan works closely with dispatchers and clinical teams to ensure the right response is sent.
He explains: “If a call is particularly serious, I can flag it to the dispatch officers and the clinical team straight away.
“While I’m still on the line giving advice to the caller, the team is already working in the background to get the right response moving.”
Having experience as both an EMA and a dispatch officer, Stefan appreciates how everyone’s roles fit together.
He adds: “It’s a seamless process because everyone knows what they need to do and supports each other.
“For example, if there’s a serious incident like a large road traffic collision, different colleagues including managers and team leaders step in to make sure everything runs smoothly, and help arrives as quickly as possible.”
Skills and qualities that make a difference
Stefan believes that strong interpersonal skills are at the heart of the EMA role: “It’s important to build trust and communicate clearly with every caller.
“I always try and treat every caller as I’d want my own family to be treated.”
While resilience is essential for coping with the emotional demands of the role, Stefan says it’s the supportive team environment that makes a real difference.
He states: “No matter how challenging a shift can be, everyone I work with understands what it’s like.
“If I need a moment to step back, my colleagues are there for me.
“There’s always someone who can make me smile, even on the toughest days.”
Growth, learning and support
Stefan has found opportunities to develop new skills and take on different responsibilities at EMAS: “In terms of my development, I want to constantly learn.
“I was given the opportunity to be a dispatch officer and to do observation shifts with senior team leaders and other teams.
“Management was proactive – when I showed interest, they helped me progress.”
For Stefan, being able to try new roles and access training has been a positive part of his journey.
Moments that matter
Stefan admits that not every outcome is visible, but the knowledge that he’s played a part in helping someone is what keeps him going:
“Sometimes you never find out what happened to the person you helped, but you know you did everything you could in that moment.
“That’s enough to give me a sense of purpose at the end of a shift.”
Emergency Medical Advisors like Stefan are the calm, compassionate voices guiding people through their darkest moments.
Their expertise, teamwork, and dedication ensure that every call is met with care, dignity, and expertise.
When to call 999
Visit our website to learn when to call 999 and what to expect in a response.