Jack - Emergency Medical Dispatcher (EMD)

Around 130 calls are answered every hour by North West Ambulance Service (NWAS) Emergency Medical Dispatchers (EMDs) such as Jack Moseley.

As the first person to talk to callers, it's his role to find out their location, the number they are calling from and further details of the incident so they can be directed towards the right care. 

Once Jack has gathered the information he needs from a caller, he often stays on the phone to offer advice and guidance, which can prove a memorable experience.

He said: "I always remember the times when someone is about to give birth and I talk the caller through what they should be doing. Helping to bring new life into the world is an enormous privilege. We have a tally of how many babies we've helped deliver - I'm on my sixth!

"Of course, not every call has such a happy ending. We emergency medical dispatchers have to work under intense pressure and deal with some very difficult situations."

Initially Jack considered becoming a nurse, however he saw a job advert for an EMD and thought it was a great opportunity to help people and make a difference.

The training involves six weeks in the classroom, learning about protocols and how to navigate the system, then spent time manning the phones with the guidance of an experienced mentor.

Jack said: "The most frustrating part of my job is receiving hoax calls. In the past I've taken calls about people being shot, stabbed or suffering a cardiac arrest - but when the ambulance crew arrives on the scene, there's nobody there.

"Although hoax calls and time wasters - like a woman who called because she couldn't assemble her hamster cage - are a problem, they are not particularly common occurrences. What's more common is people calling the ambulance service because they're not sure what else to do, which is what we're trying to address with the #Team999 campaign."

Jack is keen to emphasise that, if no life is in danger, people should consider other care options before calling 999. For example, they could visit their GP or local walk-in centre, take alternate transportation to hospital or call NHS 111 for advice.

Find out more about #Team999.