Callum Gardner
Orpington,Kent
Summary
Calm and resourceful Emergency Call Handler with knack for managing high-pressure situations. Excel at information gathering, communication with relevant colleagues and coordinating emergency responses, ensuring swift and accurate dispatch as well as giving decisive post dispatch instructions to callers. Known for keen problem-solving skills and empathetic communication, continually enhancing caller support and doing everything possible to achieve the best care for callers experiencing an emergency. Ability to think critically and maintain control in emergency situations, making sound judgements using information gathered with active listening. Emotionally resilient in high stress situation with experience dealing with emotionally distraught and abusive callers.
Overview
9
9
years of professional experience
18140
18140
years of post-secondary education
Work History
Emergency Call Co-ordinator
London Ambulance Service
London
10.2022 - Current
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Employed typing speed and accuracy to generate notes while speaking to callers.
- Demonstrated compassion, emotional resilience and respect handling high volume of emergency calls with integrity.
- Used calm phone manner to develop rapport and extract as much information as possible.
- Listened actively to caller concerns, questions and priorities.
- Processed information quickly in time-critical situations.
- Supported callers through trauma, including accidents and death.
- Logged emergency call information on electronic system for accurate reporting.
- Used strategic questioning to extract important details from callers to help plan responsive action.
- Advised emergency callers on action to minimise further risk.
- Triaged calls within desired timeframes, liaising with dispatch and supporting services to provide appropriate support.
- Delivered life-saving instructions, including CPR, maternity and airway management.
- Provided pre-arrival advice to prepare callers for targeted and effective medical assistance.
- Recorded and relayed accurate information about emergency situations.
- Kept high compliance with LAS procedures and policies.
- Identified at risk individuals on calls, following safeguarding procedures.
- Able to deal with abusive and hoax callers professionally and effectively.
- Faithfully upheld LAS values - Caring, Respect and Teamwork
- Resolved to always handle emergency calls with outstanding service and care for callers in distress and treating them respectfully while still gathering the necessary information for dispatchers to safely and successfully prioritise different severities of emergencies.
- Experience of working as a team within a watch and effectively inter-working with other LAS watches, whether during handover, relief shifts or overtime.
- Training and experience dealing with significant and major incidents, working with teams in LAS SOC (Special Operations Centre).
- Ability to keep up with necessary training whether E-Learning or in person sessions as well as volunteering for optional training in order to improve my own abilities to carry out my responsibilities and having the courage to challenge myself to carry out better service and achieve better results within my role.
- Respectfully able to work with colleagues fitting the protective characteristics of the equality act.
- Maintained professionalism when dealing with sensitive and personal information following LAS policies and procedures upholding the Data Protection Act.
- High standard of active listening whether on calls or over radio's with paramedic crews.
- Experience of working with external language interpreters to overcome language barriers in emergency situations.
Butcher
Morrisons
Petts Wood, Kent
06.2015 - 10.2022
- Sanitised working areas, equipment and uniforms to maintain good hygiene.
- Served counter customers, selecting, preparing and pricing requested items.
- Used hand tools and table-top equipment to debone, trim and portion meat to customer specifications.
- Passed inspections by closely adhering to safety and cleanliness standards and company processes.
- Minimised waste by using appropriate stock rotation systems and accurate cutting and portioning.
- Worked flexibly to meet varied shift patterns and cover staff absences.
- Documented quantity of meat received and sold to keep proper business records.
- Wore required Personal Protective Equipment to maintain excellent hygiene standards.
Education
Bachelor of Arts - Music Industry Practice
Academy of Contemporary Music
Guildford 09.2016 - 09.2019
A-Levels - Biology
Coopers Technology College
LondonAS level - Chemistry
Coopers Technology College
LondonDiploma - Music Technology
Coopers Technology College
LondonGCSEs - English
Coopers Technology College
LondonGCSEs - Maths
Coopers Technology College
LondonGCSEs - Physics
Coopers Technology College
LondonGCSEs - Biology
Coopers Technology College
LondonGCSEs - ICT
Coopers Technology College
LondonGCSEs - Chemistry
Coopers Technology College
LondonSkills
- Customer Service
- Multitasking
- 999 call management
- Out of Hours coverage
- Computer-aided dispatch
- Vulnerable individual safeguarding
- Crisis communication techniques
- Clinical triage software
- Empathetic communication
- Radio communications
- Diversity sensitivity
- Policy compliance
- Computer proficient
- Fast and accurate typing
- Proactive in personal development
Affiliations
- Music production & consumption recreationally
- Dungeons and Dragons - Dungeon master - World creating and writing
- Voice Acting
- Animals & pets
- Model building and painting
References
References available upon request.
Timeline
Emergency Call Co-ordinator
London Ambulance Service
10.2022 - Current
Bachelor of Arts - Music Industry Practice
Academy of Contemporary Music
09.2016 - 09.2019
Butcher
Morrisons
06.2015 - 10.2022
A-Levels - Biology
Coopers Technology College
AS level - Chemistry
Coopers Technology College
Diploma - Music Technology
Coopers Technology College
GCSEs - English
Coopers Technology College
GCSEs - Maths
Coopers Technology College
GCSEs - Physics
Coopers Technology College
GCSEs - Biology
Coopers Technology College
GCSEs - ICT
Coopers Technology College
GCSEs - Chemistry
Coopers Technology College
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