BUSINESS NEEDS
The Emergency Response Operator is the first point of contact in a 111 medical emergency. Highly skilled, they not only have to be proficient and accurate when it comes to using a complex technical system but their resilience and calm in life or death situations is paramount. “They are our unseen heroes”, says St John Assistant Director of Operations, Lee Brooks. “They are on the phone and in-front of computer screens constantly for 12 hour shifts, managing incredibly stressful situations and in many cases saving lives.”
“They are not just phone operators. They can deliver babies, administer CPR, minimise the harms of poisoning and profuse bleeding, and they do it all by assisting callers over the phone. It is therefore critical that our operators feel valued and have the best tools available to carry out their life saving work”, explains Brooks.
“Our work stations needed to be updated and we were looking for the best products available to enhance operator performance. A critical point for us is cost, as we are a charity and need to get the balance between productivity and cost efficiency right. Above all, we want to show that we are investing in our staff. Making them feel appreciated by providing the latest technology and giving them that feel good factor,” says Brooks.
BUSINESS NEEDS The Emergency Response Operator is the first point of contact in a 111 medical emergency. Highly skilled, they not only have to be proficient and accurate when it comes to using a complex technical system but their resilience and calm in life or death situations is paramount. “They are our unseen heroes”, says St John Assistant Director of Operations, Lee Brooks. “They are on the phone and in-front of computer screens constantly for 12 hour shifts, managing incredibly stressful situations and in many cases saving lives.” “They are not just phone operators. They can deliver babies, administer CPR, minimise the harms of poisoning and profuse bleeding, and they do it all by assisting callers over the phone. It is therefore critical that our operators feel valued and have the best tools available to carry out their life saving work”, explains Brooks. “Our work stations needed to be updated and we were looking for the best products available to enhance operator performance. A critical point for us is cost, as we are a charity and need to get the balance between productivity and cost efficiency right. Above all, we want to show that we are investing in our staff. Making them feel appreciated by providing the latest technology and giving them that feel good factor,” says Brooks.
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