This week is International Control Room Week – a time to celebrate the teams working to keep us safe.
When you dial 999 for an ambulance, it’s not just ambulance crews who spring into action.
In the control room, dispatch officers like Ann Jones play a vital role in making sure the right help gets to the right place at the right time.
Planning and decision-making
Ann’s job is all about thinking ahead and juggling moving parts: “Once a call has been answered and coded by an Emergency Medical Advisor, it comes through to me.
“That’s when I decide which crew to send. It’s not just about picking the nearest ambulance – I look at where crews are, what skills they have, and even when they’re due a break.”
She compares her role to solving a constantly changing puzzle: “I’m always planning ahead – thinking about which crews will be free soon, who’s booking on, and what jobs are coming in.
“But things can change in seconds, so I have to stay flexible.”
Ann gives an example: “If a crew has handed over a patient at Queen’s Medical Centre (QMC) in Nottingham and there’s a new call from Radcliffe-on-Trent, I might send the crew that’s called clear at QMC.
“But if another crew has just started their shift at Carlton, I’ll rethink things.
“If a serious emergency comes in, I’ll quickly reassign crews to make sure the most urgent cases are covered.”
Ann says she’s often thinking 20 minutes into the future: “I’ll have a plan for when crews are likely to be free and who’s about to start their shift.
“But those plans can change in seconds when a new call comes in – you’ve got to be ready to adapt.”
A typical shift
Ann’s day begins with a handover from the previous dispatcher: “We talk through what’s been happening – like if there’s been a serious incident or if a station is low on fuel.
“It’s about making sure we’re ready.”
She then logs into a system called the resource log: “It’s like a diary for the day.
“I record who I am, what desk I’m on, and how many incidents I’m holding that are waiting for a response.”
The first hour of Ann’s shift can be incredibly busy: “All the frontline crews are booking on, and I check every name, skill set, and base station.
“It’s important to know who’s where and what they can do.”
Choosing the right help
When deciding which team to send, Ann uses both official guidelines and her own judgement.
While dispatch officers aim to send the most clinically appropriate crew, the priority is always to get help to the scene quickly.
If the nearest team doesn’t have every advanced skill needed, they’ll still attend and begin care, supported by clinicians in the control room if needed.
Additional crews may also be dispatched to provide further support.
Ann said: “If I’ve got two ambulances nearby, but one has a paramedic with the right skills, I’ll choose that one.
“If there’s just one ambulance available that doesn’t have the exact skill set but it’s available to respond, I’ll send that crew and monitor to see if a better match becomes available.
“That way, we’re not delaying help unnecessarily.”
Even though Ann isn’t out on the road, she knows her role is vital: “I might not be hands-on with patients, but I help make sure the right help gets to them.
“That’s my part in saving lives.”
Handling emergencies and teamwork
Ann sometimes faces very serious situations. She recalls one incident involving a motorbike crash: “The report sounded really bad, so I sent an ambulance, a paramedic in a solo response car, and a duty commander to help coordinate things on scene.”
Ann also checks on the wellbeing of her colleagues: “The crew and the duty commander had been to a tough job the night before, so I made sure to follow up with them.
“It’s important that we look after each other.”
She added: “There’s always other colleagues around in the control room.
“If we get several serious calls at once, we work together to make sure every incident is covered.”
Training and support
Ann’s journey into dispatching started in a very different role: “I was originally part of a team that cleaned ambulances across Nottinghamshire and Derbyshire.
“That job opened my eyes to all the other roles in EMAS.
“I never really thought about the work that happened in the control room before, but I’m glad I found this path.
“There’s always someone to talk to – whether I’m unsure about something or just need a bit of assurance.”
Dispatch officers like Ann Jones play a vital role in making sure ambulance crews get to the right place at the right time.
Through teamwork, quick-thinking, and care for colleagues, Ann makes a real difference every day.